I get "backend error. 500 Internal Server Error" when I want to pull the data in our code from 24 ho

fmkazemia

We didn’t have this kind of error before. Every time that we run the program, we get different range of dates. Sometimes we can pull the data in our codes from 2007 until now and sometimes we can pull the data from 2017 until now. These codes work for 6 months and we didn’t change anything in our codes.

fmkazemia

Attached are screenshots from System Test section in EIKON application.

Time series streaming availability and Time series snapshot availability features are not stable in EIKON app.

These features are failed.

nick.zincone

Hi @fmkazemia,

It doesn't appear that you are doing anything incorrectly from an API perspective. Instead, the intermittent issues may be a result of server overload. The immediate workaround is to try the request with a smaller date range to see if this helps. If you continually encounter this error, the best and most efficient approach is to open a support case with Refinitiv Helpdesk and include the complete details. Your inquiry will be assigned immediately and investigated in a timely manner. These forums do not specialize in server issues.

fmkazemia

Hi @nick.zincone.1 ,

Thanks a lot for your help. Sure. I will post it in Refinitiv Helpdesk but the link doesn't work.

nick.zincone

Hi @fmkazemia,

I'm not sure what doesn't work = I just tried it and landed on a product support page. Try this link: https://my.refinitiv.com/content/mytr/en/helpandsupport.html or simply google "Refinitiv Helpdesk".

fmkazemia

Thank you. I could find them through Eikon application.

fmkazemia

The Helpdesk response is interesting for me.

"

For type of query, please post it to our Developer Community website:

https://community.developers.refinitiv.com/index.html

Let me know if there is anything else that I can help you with.

"

chavalit-jintamalit

Hi @fmkazemia

May I know the case number please?

I will make sure that helpdesk is handling this technical issue properly.

Thanks.

nick.zincone

H @fmkazemia,

Sorry about the confusion. The Helpdesk may have mistakenly assumed your question was strictly API related. Case number: 08129823 has been re-opened and you should expect to see responses there. Thanks.

fmkazemia

Hi @chavalit.jintamalit

Thanks very much for the follow-up.

Our case number is 08129823 .

Thanks,

fmkazemia

Hi @nick.zincone.1,

My issue is directly related to the API. I am waiting for their response.

Thank you for the follow-up.

fmkazemia

HI chavalit.jintamalit

FYI, they did a great job.

Now everything is fine and our code is working.

Thanks a lot for your ongoing support,