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Failed to perform the request with text: Timeout was reached

We had built the example Consumer113 from EMA C++ documentation into a remote server, but run into error as below:


Exception Type='OmmInvalidUsageException', Text='Failed to add RsslChannel(s) to RsslReactor. Channel name(s) Channel_3

Instance Name Consumer_3_1

RsslReactor 0x00000157CD07F1E0

RsslChannel 0

Error Id -1

Internal sysError 0

Error Location C:\Real-Time-SDK-master\Cpp-C\Eta\Impl\Reactor\rsslReactor.c:6892

Error Text Failed to request authentication token information. Text: <C:\Real-Time-SDK-master\Cpp-C\Eta\Impl\Reactor\Util\rsslRestClientImpl.c:1595> Error: Failed to perform the request with text: Timeout was reached', ErrorCode='-1'


Some details:

- Channel_3 details:

<Channel>

<Name value="Channel_3"/>

<ChannelType value="ChannelType::RSSL_ENCRYPTED"/>

<CompressionType value="CompressionType::None"/>

<GuaranteedOutputBuffers value="5000"/>

<!-- EMA discovers a host and a port from EDP-RT service discovery for the specified location

when both of them are not set and the session management is enable. -->

<Location value="ap-southeast"/>

<EnableSessionManagement value="1"/>

<EncryptedProtocolType value="EncryptedProtocolType::RSSL_SOCKET"/>

<!-- ObjectName is optional: defaulted to "" -->

<ObjectName value=""/>

</Channel>

- Service name is ELEKTRON_DD

- We had set RequestTimeout to 5 minutes (300000 ms), under Consumer_3

- We are able to telnet both IP 52.76.141.204 and 54.151.172.199, paired with port 443 and 14002 from the server which this error happens.

- We also run the exact program in our local server which worked perfectly fine.


As we did not have access to check most of the settings in that server, we would like to know what can cause this error to happen, so that we can request those details from the server admin.


Thanks in advance.

elektronrefinitiv-realtimeelektron-sdkrrtema-apielektron-message-api
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Also, the service discovery will return endpoints list, which is dynamic and will depend on your login ID (tier) and your geographic region. A list of VPC privatelinks endpoints is provided in the Refinitiv Real-Time - Optimized Install and Config Guide document. For whitelisting public IP's please contact Refinitiv support to get a list of all the IP's.

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Hi @kiawaichia1995,

Can you please confirm that you are using the latest version of the API. Also, that you have the credentials to access the Optimized service in the cloud and that you have created an appropriate appKey (aka clientID).

Are you implying that the Consumer113 sample is able to connect to cloud and get data from one machine and not another?

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- According to EmaVersion.h, the version of EMA we used is 3.5.1.L1.

- Yes we had the credentials needed (Username, Password, ClientID)

- Yes the sample is able to connect to cloud and get data from our local machine/server, but not the remote client server (both are Windows 2016 x64 Datacenter and located within SEA).

- Since we only had limited access to that server, we need to request for more information on why we cannot connect from there. To do that, we need your assistance to provide us the essential requirement (IE. IP address or ports )to connect to the server, for us to check if that server misses something.

So far, we found 3 IPs (75.2.0.254, 52.76.141.204, 54.151.172.199) and 2 ports (443 and 14002) are connected when the sample is running through debugging and Resource Monitor. All these IPs and Ports are telnet-able in the client server.

Any additional suggestions for us to test in the client server (IE. more IPs or Ports) is appreciated.

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I am able to get similar error when I try to use the older version of EMA. Please download and install the latest version of SDK.

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Hi @Gurpreet, thank you for your replies.

We contacted the client server admin and got an user ID that can access Resource Monitor. From TCP connection under Network tab, we found out that the program was sending bytes to awsglobalaccelerator, but not receiving any, thus resulting this time out issue. After turning off antivirus, the program run successfully.

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