Troubleshooting
Common Errors
| Error | What it means | What to do |
|---|---|---|
| 401 / 403 | Your IP is not in the allowlist | Check your current public IP, then submit a request with the correct address (or message your account contact) |
| 429 | Rate limit exceeded | Back off exponentially, lower request frequency, or upgrade your tier |
| Timeout (no response) | Network issue or server maintenance | Try pinging the domain and reach out to your account contact for maintenance status |
| Connection refused on port 10000 or 8900 | gRPC or WebSocket is blocked or not enabled for your tier | Verify 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:
- 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.meand compare it with the IP you gave us. - Firewall / VPN - Make sure outbound traffic to ports 8899, 8900, and 10000 is not blocked.
- 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:
- Check with your account contact for any ongoing maintenance.
- Submit a request (or message your account contact) with your endpoint URL, the failing method or subscription, and the error output from your application.
- Expect a response within several minutes to a couple of hours during business hours.