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»Forums Index »Archive (2017 and earlier) »Data and Content Support »Cannot Log In To Account

Author	Topic: Cannot Log In To Account (12 messages, Page 1 of 1)
jstar -Interested User- Posts: 27 Joined: Mar 8, 2005	Posted: Sep 7, 2005 09:44 PM Msg. 1 of 12 I have been using IQfeed all day with Quotetracker. I just closed one instance of QT and opened another instance to set up my charts for index futures rollover tomorrow and cannot login with the IQfeed client. Message says the following, "Sorry, your Product and/or Service for the attempted login are incorrect. If you have recently changed products, you may also need to cahnge your type of service. Please contact customer service for assistence." Nothing has changed on my end. I even rebooted my computer with the same results. What's up with that?
stargrazer -DTN Guru- Posts: 302 Joined: Jun 13, 2005 Right Here & Now	Posted: Sep 7, 2005 09:55 PM Msg. 2 of 12 I think some program id's were reset. When logging in with my software, it doesn't work, when logging in with QT, it doesn't work, but yet when I log in via the DTN IQ software, it accepts my login.
jstar -Interested User- Posts: 27 Joined: Mar 8, 2005	Posted: Sep 7, 2005 10:03 PM Msg. 3 of 12 Thanks for the reply stargrazer!.. Nice to know I'm not the only one :)
romt001 -Interested User- Posts: 2 Joined: Sep 7, 2005	Posted: Sep 7, 2005 10:13 PM Msg. 4 of 12 Same problem here!
alaindua -Interested User- Posts: 64 Joined: Mar 2, 2005	Posted: Sep 8, 2005 01:26 AM Msg. 5 of 12 impossible to connect me too !!! Always same problems !!! We don't work with this conditions !!! I seek another datafeed, I'm fed up with it ! alaindua
papyrus -Interested User- Posts: 25 Joined: Sep 5, 2005	Posted: Sep 8, 2005 01:26 AM Msg. 6 of 12 SAME PROBLEM. 3 days without tradings since September 1 (the 1, 5 and today), that becomes difficult to endure. act as professional, please.
cmx -Interested User- Posts: 12 Joined: Sep 8, 2005	Posted: Sep 8, 2005 01:33 AM Msg. 7 of 12 I'm also unable to connect...using IQconnect software... I get "Failure retrieving login information" NEVER had this particular issue before...three years now. DTN/IQ you guys need to get someone available overnight...the markets anf your customers don't keep "regular business hours".... This is already costing me money.
dentist007 -Interested User- Posts: 40 Joined: Dec 14, 2004	Posted: Sep 8, 2005 02:29 AM Msg. 8 of 12 me too.
fp -Interested User- Posts: 1 Joined: Sep 8, 2005	Posted: Sep 8, 2005 02:29 AM Msg. 9 of 12 SAME PROBLEM. 3 days without tradings since September 1 (the 1, 5 and today), that becomes difficult to endure. act as professional, please.
DTN_Jay_Froscheiser -VP, Product Operations- Posts: 1746 Joined: May 3, 2004 DTN IQFeed/DTN.IQ/DTN NxCore	Posted: Sep 8, 2005 06:36 AM Msg. 10 of 12 Our engineers are looking into this. I am able to login without issue, which may explain why this wasn't detected internally by our monitoring systems. However, the fact that our monitors didn't catch that users are having problems (by monitoring this forum) last night is unacceptable, and we will be taking a VERY HARD LOOK at our processes to find out why and where we failed. We do have staff 24/7 that are supposed to monitor our system and services, but obviously there was a failure in that process. I will provide an update when I know more. Jay Froscheiser DTN - Trading Markets
stargrazer -DTN Guru- Posts: 302 Joined: Jun 13, 2005 Right Here & Now	Posted: Sep 8, 2005 07:02 AM Msg. 11 of 12 It would be good if your 24 / 7 techs could monitor the forums as part of their job function, either by actively looking at it, or via their email. Posting indications of what is happening as a result will keep us informed. I think that will help significantly in managing customer expectations.
DTN_Jay_Froscheiser -VP, Product Operations- Posts: 1746 Joined: May 3, 2004 DTN IQFeed/DTN.IQ/DTN NxCore	Posted: Sep 8, 2005 08:10 AM Msg. 12 of 12 Once again, I am sorry for the issue experienced overnight. The problems were the result of human error while adding authorizations for new 3rd party developers to IQFeed. The result of this error was that any logins from a 3rd party software package with certain characteristics in its name, was unable to be recognized as a valid 3rd party software package. It did not affect DTN.IQ or that of a few dozen 3rd party applications. The true failure came in our monitoring procedures however (. Anytime changes are made, our operations staff runs through a battery of tests. In this case, the tests didn't happen to cover the 3rd party products that were affected by this problem. In addition, the fact that we don't have anyone monitoring our forums overnight resulted in the lengthy outage for those users. After this weekend’s problem, I talked to the Manager of support, and suggested that the overnight staff monitor the forums. Unfortunately, we haven't implemented that procedure yet. It will now get pushed faster. Jay Froscheiser DTN - Trading Markets