This article will serve to share circumstances that have resulted in API failures for customers. Most of the time, when L2L Support is contacted regarding a failed API call, one of the following is found to be the culprit. Always feel free to contact us and we are happy to help troubleshoot the issue with you.
It is also critical that you involve your own local IT department. Changes to a customer's local network or firewall result in failures where API calls were working correctly previously.
When an API call fails, it is generally due to one of the following reasons:
1. A firewall internal to the customer site is blocking the API call
2. An IP address has changed or a formerly whitelisted IP address is no longer whitelisted
3. The API call syntax is not correct. This is a frequently seen occurrence, usually the result of:
- A required parameter is missing
- A name or description is used in the call when a CODE is required
- A call times out, generally due to attempting to retrieve data in excess of 2,000 records
- A call times out due to repeated and/or extremely high API traffic
Firewalls restrict traffic for one of several reasons. Ask your local IT folks if any of the below have occurred:
- IP address(es) change
- Proxy configuration error
- Expired license(s)
- Firewall Policy changes
Here is a list of information to provide L2L Support to help us troubleshoot failed API calls more quickly:
- The exact API call they were using
- The returned result or error message
- Has this API call worked successfully before?
- When did it stop working? Date and time also expedites the troubleshooting process for both your local IT team and for L2L Support.
- Have you contacted your local IT personnel?
- Has your IT department made any changes to whitelisted IP addresses?
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