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»Forums Index »IQFeed Developer »IQFeed Developer Support »4/12/21 Data Outage Status Updates
Author Topic: 4/12/21 Data Outage Status Updates (20 messages, Page 1 of 1)

jonnyb
-DTN Evangelist-
Posts: 118
Joined: Aug 15, 2012


Posted: Apr 12, 2021 09:07 AM          Msg. 1 of 20
I just spoke with Kevin on the technical support chat and was told that updates would be posted on the forum here. I didn't see an existing thread, so thought I would start one (please delete if I missed an existing thread).

Would appreciate updates from the staff on what is going on and when a fix is anticipated. Thank you.

jrojas
-Interested User-
Posts: 34
Joined: Nov 10, 2014


Posted: Apr 12, 2021 09:15 AM          Msg. 2 of 20
Please update ASAP.

jrojas
-Interested User-
Posts: 34
Joined: Nov 10, 2014


Posted: Apr 12, 2021 10:26 AM          Msg. 3 of 20
Thanks for the heads up and update. NOT!

DTN_mark_e
-Interested User-
Posts: 35
Joined: Sep 25, 2014


Posted: Apr 12, 2021 10:47 AM          Msg. 4 of 20
I apologize for the delay, however we are working both phone, email and chat support, so we're not able to answer the forums immediately. With that said, this issue should now be clear.

Trading Markets Customer Service
800-779-7299 (DTNIQ & IQFEED)
www.dtn.com/trading | http://www.iqfeed.net

jrojas
-Interested User-
Posts: 34
Joined: Nov 10, 2014


Posted: Apr 12, 2021 11:09 AM          Msg. 5 of 20
Hi Mark,

Thank you your reply. I did not mean replying personally to me in this forum.

The problem is that this was a major outage, which in my personal case, I did not find out until the market opened.

At that point, I was not sure what to do. Maybe I missed an upgrade email or something else?

DTN should be able to post a general status update immediately once the outage is spotted on a more general form so all the subscribers can take action on it.

What is the point trying to answer individual calls and emails when the issue is a general one affecting everyone in the same way?

Please, could you check and see there is some sort of procedure in place to address these concerns going forward?

Thanks,

Jose

BottomFeeder
-Interested User-
Posts: 1
Joined: Jan 29, 2021


Posted: Apr 12, 2021 02:58 PM          Msg. 6 of 20
Is there an estimate on when the historical data will be backfilled?

-BF

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Apr 12, 2021 02:59 PM          Msg. 7 of 20
The data difficulties we had this morning processing equities, Forex, and Tenfore data was resolved at 10:09 am CDT. On behalf of DTN, we sincerely apologize for issues this has caused you. The problem was related to the automatic addition of a new symbol not formatted as expected. This prevented other equity data from processing. We have temporarily removed this data set which has restored our backend process to run again. In addition, we will be restoring the history of the missing data over the next few days. DTN is working to fortify our software make sure this error does not happen again in the future. Thanks again for your business, and please reach out with any questions.


Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

Edited by DTN_Stephen on Apr 12, 2021 at 02:59 PM

Craig
-DTN Guru-
Posts: 266
Joined: Apr 16, 2010


Posted: Apr 12, 2021 03:51 PM          Msg. 8 of 20
Were all equites symbols affected, or just some?

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Apr 12, 2021 08:45 PM          Msg. 9 of 20
All Equities were affected.

Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

jonnyb
-DTN Evangelist-
Posts: 118
Joined: Aug 15, 2012


Posted: Apr 13, 2021 09:08 AM          Msg. 10 of 20
Mark / Stephen,

Appreciate the follow up here as well as the color as to what happened. That said, I have to echo the earlier sentiment that it would be A LOT more helpful if you guys abandoned chat/phone/email support as necessary to provide status updates early and often when system wide issues occur (an alert email would be ideal but really any sort of status report would be fine). That would go a long way in helping users manage these situations appropriately. Thanks.

stargrazer
-DTN Guru-
Posts: 270
Joined: Jun 13, 2005

Right Here & Now


Posted: Apr 13, 2021 09:13 AM          Msg. 11 of 20
Well, ..... the logical location for real time notifications would be the DTN Client it self. It is already used for popping up version notifications.

Wny not present system notifications as well?

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Apr 13, 2021 09:30 AM          Msg. 12 of 20
System Notifications/status are both currently Customer Request for Enhancement that has been entered previously.

In some cases there are Client specific issues that come up that take priority over a Customer Request that need to be addressed and resolved first. We do appreciate the input that has been provided and I will pass this on to our Product Management team as something we should review again in light of the data outage we had yesterday.

It is our intent that that yesterday's data outage is a one off and not a common occurrence.

I have passed on your message about posting in the forums during an outage to Management.

I will post additional information in the near future.

Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Apr 13, 2021 02:45 PM          Msg. 13 of 20
I wanted to clarify there is conversation within upper management @DTN concerning posting QUICKLY on the forums; the use of a status page on our website(s) in addition to posting a message that could be displayed through the IQ client. These are all solutions being investigated.

Unfortunately at this time I have nothing specific to provide; however please be encouraged that this is being discussed and we are working towards a resolution for any future events.

I will post additional information as these processes and solutions solidify.

Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

taa_dtn
-DTN Evangelist-
Posts: 133
Joined: May 7, 2004


Posted: Apr 14, 2021 06:39 PM          Msg. 14 of 20
Seconding BottomFeeder's request: Is there any estimate for when the historical data will be updated?

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Apr 15, 2021 06:10 AM          Msg. 15 of 20

There is currently not an ETA on when all the historical data will be back-filled.

This is a priority for DTN to resolve and this has our utmost priority to resolve.
Edited by DTN_Stephen on Apr 15, 2021 at 07:26 AM

KAZUNA
-Interested User-
Posts: 1
Joined: Jul 20, 2020


Posted: Apr 16, 2021 04:57 PM          Msg. 16 of 20
Could you announce here once the historical data starts getting back-filled?

In the meantime, I consider skipping all the trades on 04/12/2021 from the backtesting.

DTN_mark_e
-Interested User-
Posts: 35
Joined: Sep 25, 2014


Posted: Apr 16, 2021 06:10 PM          Msg. 17 of 20
Once we have more information with regard to the data backfill, we will post it in the forums.

Trading Markets Customer Service
800-779-7299 (DTNIQ & IQFEED)
www.dtn.com/trading | http://www.iqfeed.net

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Today @ 08:18 AM          Msg. 18 of 20
We are continuing to backfill the data and we will update the forums when this process has been completed. Unfortunately at this time I cannot provide a specific date.

We appreciate your patience and please be aware this is of utmost importance to get resolved as quickly and as accurately as possible.

Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

Craig
-DTN Guru-
Posts: 266
Joined: Apr 16, 2010


Posted: Today @ 01:56 PM          Msg. 19 of 20
Can you at least give us a sense of proportion? Are we talking days, weeks?

DTN_Stephen
-DTN Guru-
Posts: 356
Joined: Aug 22, 2014


Posted: Today @ 03:59 PM          Msg. 20 of 20
I know it can be frustrating to not have a more specific answer. Unfortunately at this time we cannot provide any additional details on the ETA of the backfill of historical data.

As soon as we have more details they will be released immediately!


Stephen Shockey
Senior Customer Support Representative and Product Support Specialist

DTN
800-779-7299
support@iqfeed.net

Edited by DTN_Stephen on Apr 19, 2021 at 03:59 PM
 

 

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