Hello,

I had a server crash and had to restore my server... Since doing so, some of my com requests are failing and some are working... I'm not sure if this is a problem on my side or something on IQFeed's side that coincidentally happened simultaneously.

As you can see from the log extract below, my requests for +PA# and +PL# work fine, but +GC# and +SI# fail. These are on different exchanges, with the working ones on NYMEX and the failing ones on COMEX.

And yes, I have paid for the correct services and have been using this exact set up of over 4 years now, so I'm not sure what gives.

Can anyone help please?



FROM CLIENT LookupRequest 3488 2015-01-17 07:59:15 S,SET CLIENT NAME,DTNIQFeedCOM History
FROM CLIENT LookupRequest 3488 2015-01-17 07:59:15 HTX,+PL#,1,0,103,1

TO CLIENT LookupData 3488 2015-01-17 07:59:15 103,2015-01-16 17:14:59,1267.9,1,15131,1267.9,1269.0,3229594,0,0,C,


TO CLIENT LookupData 3488 2015-01-17 07:59:15
TO CLIENT LookupRequest 3488 2015-01-17 07:59:15 103,!ENDMSG!,


TO CLIENT LookupData 3488 2015-01-17 07:59:15 103,!ENDMSG!,


FROM CLIENT LookupRequest 3488 2015-01-17 07:59:18 HTX,+PA#,1,0,104,1

TO CLIENT LookupData 3488 2015-01-17 07:59:18 104,2015-01-16 17:14:51,756.9,1,7930,756.9,757.8,663052,0,0,C,


TO CLIENT LookupData 3488 2015-01-17 07:59:18
TO CLIENT LookupRequest 3488 2015-01-17 07:59:18 104,!ENDMSG!,


TO CLIENT LookupData 3488 2015-01-17 07:59:18 104,!ENDMSG!,


FROM CLIENT LookupRequest 3488 2015-01-17 07:59:21 HTX,+GC#,1,0,101,1

TO CLIENT LookupData 3488 2015-01-17 07:59:21 101,E,Unauthorized user ID.,

101,!ENDMSG!,


FROM CLIENT LookupRequest 3488 2015-01-17 07:59:25 HTX,+SI#,1,0,102,1

TO CLIENT LookupData 3488 2015-01-17 07:59:25 102,E,Unauthorized user ID.,

Same here. Had it the last two days.

jar

I am not seeing permissions on your accounts for these items, but if you can give our service team a call Monday morning I am confident we can get this resolved for you quickly.

Ti.

Since you mention that the data not being received is from Nymex and/or Comex, another suggestion would be to login to the IQFeed Account Management portal and verify if you have either real time or delayed Nymex/ Comex exchanges on your account. If not, you can add either of them based on your needs. The Account Management Portal is available 24/7 and the changes will take effect on your account within a minute or two of submission.

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Jay Froscheiser
Vice President, Active Trader Products

It seems like maybe you didn't read my original message. I clearly stated I have been using EXACTLY this same system for 4 years so CLEARLY until 2 days ago I was set up with all the correct markets.

It is the COMEX data that I am not receiving namely +GC# and +SI#

In the account management portal I have:

DTN IQFeed Core Service
CME Exchange Fee
NYMEX Exchange Fee
RT US Futures Entitlement
TM OTH Retail API

All these have green check marks and my account shows paid, nothing due.

So please explain what has changed your side to prevent me accessing the COMEX data. This is a sudden change since a day or 2 ago.

Thank you.

My sincere apologies SxtyOne for mis-reading that Nymex was working and Comex wasn't. As you could tell from my response, I incorrectly read that both Nymex and Comex weren’t working. As you noted in your authorizations, the Nymex Exchange is authorized on your account, while the Comex Exchange is not. This would be the reason for being unable to access Comex data.

We did release new code on our servers which patched an issue that could have allowed a user to receive data they were unauthorized for. You can quickly enable access to Comex data on your account (either delayed or real time) via the Account Management Portal.

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Jay Froscheiser
Vice President, Active Trader Products

What you have done is wrong... I do pay for the COMEX data and have been for years... It is showing in my account as CME $91 (which is the same price as COMEX)... I don't get any other data from the CME so clearly this has been working for me.

Now if I must pay for COMEX instead are you going to credit me for the CME data which I never needed or wanted and still have credit for?

When I set this up years ago it was done by a sales rep on the phone so it's not my mistake. Your unnoticed change has cost me time and effort. Please tell me how you will rectify this.

Thank you.

SxtyOne, The CME Group has several exchanges and charges for each of them. You have 2 of their exchanges, Nymex and CME. The charge separately for Comex, just as they do also for CBOT. You are correct that the price for Comex and CME is the same (its also the same as Nymex and CBOT). If you don't need CME data (you might want to double check that you don't look at the Emini or any other CME contracts), you can cancel it and add Comex through the Account Management Portal. There will be no price difference for you because one cancels out the other.

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Jay Froscheiser
Vice President, Active Trader Products

Yes, but I already paid for CME (Which has been working for me for years!) and now I must lose the credit for the rest of this month because you changed your system. This is not ethical.

Effectively this month has cost me $182 for COMEX data because you changed your system. I expect you to credit my account with the $91 extra that I have had to pay due to your unannounced change.

The correct thing for you to do would have been to announce you were making the change at the end of the month so that people affected could cancel and set up the new requirement at the end of the month when they would not lose any credit they had already paid.

Now I have paid $91 for half a month of CME (which I reiterate was working and was set up by YOUR sales rep as the CORRECT thing for the symbols I use) and $91 for half a month of COMEX because of your change.

To be clear, I ONLY use 4 symbols (PA, PL, GC, SI) and have been doing so for years, and when I set up my service with your sales rep years ago I clearly stated which symbols i used and it was set up accordingly.

This is NOT a problem caused by a mistake on my part, and you need to front up with the credit.
Edited by SxtyOne on Jan 17, 2015 at 07:58 PM