Issue tracking by looking at logs

bansalshah
bansalshah Explorer
in WebSocket API

Hi,

How to deal with support issues? If we or our customers have issue and we send the log timings with user id, can Refinitiv look in their logs and troubleshoot the issue. This happened once for us when OnOpen call in the websocket connection never called back and we did not know what to do next? Is it possible to troubleshoot issues if it is at your end?


Thank you

Tagged:

Best Answer

  • umer.nalla
    umer.nalla LSEG
    Answer ✓

    Hi @bansalshah

    Please contact your Refinitiv Account team to discuss the support services provided. This forum is for API usage & development type queries and basic diagnostics.

    On occasions it may be appropriate, for example, to take a brief look at a log to try and identify if the issue is application related, API related or server/cloud connectivity issue.

    Anything that requires detailed investigation would require you open a support ticket via MyRefinitiv - particularly if it involves connectivity issues with for example the ERT in Cloud service.

    In terms of supporting your customers, I expect that would depend on yours and their relationship with Refinitiv - therefore best to discuss with your Refinitiv account team.

Answers

Categories