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The only thing I can say is we apologize for the problems. Yesterday,
the engineers took the large step of taking the communications servers
down completely and disconnecting all incoming lines. They then brought
the lines back up one at a time. Here is the outcome:
1) The TCP/IP access problems were based at the ISP which is UUNET (a
very large Internet backbone). So the engineers switched to the backup
ISP who unfortunately does not have the capacity of UUNET. This allowed
access but very slow and hit and miss.
2) The X.25 problems (CompuServe network access) are also affected and
still have hidden problems which appear to be somewhere between
connection and delivery.
The TCP/IP slowness affects the X.25 connections as well because of the
slowdown in delivery between the data storage servers and the
communication servers.
This problem with UUNET is affecting every product sold by Reality
OnLine/ Reuters Web and is an extremely high priority situation.
DataLink is only one of the products that use the communications entry
to various servers.
UUNET has told the engineers they are working on the problem from their
end and our engineers are working on the problem from our end. When
full service will be restored is still an unknown.
This problem really has nothing to do with DataLinks' capacity to handle
requests. It has to do with communications. When the communications
problems are solved, the capacity is there.
Again, we apologize for the problems. It is certainly not something we
want to live with either.
Bill Forman
Customer Support Manager
Equis International
A Reuters Company
http://www.equis.com/
http://www.equis.com/customer/support/
Please include previous email answers and questions in your response.
Equis and MetaStock and MetaStock Professional are registered trademarks
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Equis International.
-----Original Message-----
From: John [mailto:Johnonetoo@xxxxxxxxxxxxxxxx]
Sent: Wednesday, April 21, 1999 11:35 PM
To: metastock@xxxxxxxxxxxxx
Subject: Reuters Data "Service"
Anybody else unable to download data this evening? 4-21?
I'm finding today's problem with Reuters as the worse ever as I have
been unable to get data even by limiting my request to only a few
issues.
This is really intolerable, not having access to the data I'm paying a
high price for. One day without data can mean missing a large
opportunity.
I do hope this ongoing situation is fixed soon or once again I will be
forced to switch to yet another service. I do value Reuters data quality
but with the higher cost I don't see why we're not getting reliable
delivery also.
I suppose they will give one of those "canned" responses of how there is
a problem with a server that they will have fixed shortly only to have
it return once again in the future. It's my belief that the real problem
lies in stretching their resources too thin to make a larger profit and
when we have a "heavy" usage day the system falls apart.
What do you say Reuters? ... John
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