Troubleshooting

Common Errors

ErrorWhat it meansWhat to do
401 / 403Your IP is not in the allowlistCheck your current public IP, then submit a request with the correct address (or message your account contact)
429Rate limit exceededBack off exponentially, lower request frequency, or upgrade your tier
Timeout (no response)Network issue or server maintenanceTry pinging the domain and reach out to your account contact for maintenance status
Connection refused on port 10000 or 8900gRPC or WebSocket is blocked or not enabled for your tierVerify your plan includes gRPC and confirm your firewall allows outbound access on those ports

Before Opening a Ticket

A few things to check on your end first:

  1. IP change? - If you are on a dynamic IP, such as a residential ISP or some cloud providers, your address may have rotated. Run curl ifconfig.me and compare it with the IP you gave us.
  2. Firewall / VPN - Make sure outbound traffic to ports 8899, 8900, and 10000 is not blocked.
  3. Client config - Double-check the endpoint URL and port. A common mistake is pointing to port 443 instead of 8899.

Escalation

If the issue is not on your side:

  1. Check with your account contact for any ongoing maintenance.
  2. Submit a request (or message your account contact) with your endpoint URL, the failing method or subscription, and the error output from your application.
  3. Expect a response within several minutes to a couple of hours during business hours.
Reliability & RetriesTelemetry & Privacy