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a.prate avatar image
1 ●1 ●2 ●3

Eikon Data API for mac shuts down after 5 sec

I have an issue using the Eikon Data API on my mac. It opens 5 seconds then shut down with no message. Here is an extract of the log :
```
Bootstrap: Download Platform config failed
Bootstrap: { Error: Net request was unsuccessful: Internal Server Error.
at req.then (/Applications/Eikon API Proxy.app/Contents/Resources/app.asar/src/df-core/src/net/index.ts:50:43)
at <anonymous>
at process._tickCallback (internal/process/next_tick.js:109:7) code: 500, serverMessage: ‘Internal Server Error’ }
heartbeat committed: 200, OK
{ Response:
{ Heartbeat:
{ network: ‘1’,
region: ‘emea1’,
url: ’http://emea1.heartbeat.cp.thomsonreuters.com'} } }
```

- tested on macOS Mojave then Catalina
Macbook pro 2017, 2,3Ghz i5, 16GB

- Eikon Data API 1.0.102 (uninstalled - Reinstalled several times)

- mac restarted several times

eikoneikon-data-apipythonrefinitiv-dataplatform-eikonworkspaceworkspace-data-apimac-os
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chavalit-jintamalit avatar image   chavalit-jintamalit

<AHS only>

Hi @Alex Putkov.

Need your help with this post.

Thanks.

veerapath.rungruengrayubkul avatar image   veerapath.rungruengrayubkul

Hi @a.prate,

Do you have a chance to try the suggestion from August? Please let us know whether the issue is resolved or you need further assistance.

Jirapongse avatar image   Jirapongse

@a.prate

Hi,

Thank you for your participation in the forum.

Are any of the replies below satisfactory in resolving your query?

If yes please click the 'Accept' text next to the most appropriate reply. This will guide all community members who have a similar question.

Otherwise please post again offering further insight into your question.

Thanks,

AHS

veerapath.rungruengrayubkul avatar image   veerapath.rungruengrayubkul

Hi @a.prate,

Please be informed that a reply has been verified as correct in answering the question, and has been marked as such.

If you have any concerns, please let us know.

Thanks,

AHS

2 Answers

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august.guillen avatar image
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Hi @a.prate


Try to run the following command from Terminal (please note 2 minuses before resetCache):


/Applications/Eikon\ API\ Proxy.app/Contents/MacOS/Eikon\ API\ Proxy --resetCache


This will empty cache located in Library/Application Support/Eikon API Proxy folder.

Then reboot your machine and see if the issue will persist.

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Christiaan Meihsl avatar image   Christiaan Meihsl

@a.prate, could you let us know if resetting the cache and rebooting solved your issue ?

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chavalit-jintamalit avatar image
18.2k ●21 ●13 ●21

Hi @a.prate

It seems like a machine-specific issue.

If it is reproducible, please contact Refinitiv Helpdesk at https://my.refinitiv.com/

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a.prate avatar image a.prate

Already done, and they sent me here... (ticket 08086195 )

chavalit-jintamalit avatar image chavalit-jintamalit a.prate

Hi @a.prate

My senior colleague notified helpdesk to work on your case no. 08086195 with an appropriated technical support group.

a.prate avatar image a.prate chavalit-jintamalit

Hello, We still have no news from them...

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