Error during workbook refresh / default log file location

AlexKrajceck
AlexKrajceck Newcomer
in Eikon COM

Dear community,

we are constantly getting an error after refreshing a couple of worksheets with RHistory functions in Excel 2010 (x32). Please see screenshot attached.

When this error occurs it looks like we are still signed in but the Eikon function are gone.

I am curious if there is a log file written somewhere so we can look into the specifics?

Kind regards

capture.png

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Best Answer

  • Alex Putkov.1
    Alex Putkov.1 ✭✭✭✭✭
    Answer ✓

    This looks like a memory error (aka application crash) in one of Eikon processes that Excel communicates with to retrieve data from Eikon. There's probably a memory dump generated for the crash, but it won't be of much help to you. This issue needs to be investigated by Thomson Reuters Support who can examine the memory dump and/or troubleshoot the issue and either determine the root cause of the crash or suggest remediation steps.
    I raised a service case 06761441 on your behalf with TR Helpdesk. You will be contacted by TR Support organization for troubleshooting.

Answers

  • Alex Putkov.1
    Alex Putkov.1 ✭✭✭✭✭
    @AlexKrajceck

    TR Support have been trying to reach you unsuccessfully on the email address you used to register on this portal. This is the only contact detail we have for you from your post on the forum. In order to progress the service case could you please contact TR Helpdesk by either calling the Helpdesk number in your country or by using Eikon Messenger, and quote the case number 06761441. Thank you.

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