When using The Planet API to generate bandwidth graphs... 3 out of 4 of my servers are returning the following error:

Fatal error: Uncaught SoapFault exception: [s:Client] An error occurred while processing your request for bandwidth. Please try again later.


ALL of my servers bandwidth graphs are working in Orbit.
Also ALL of the bandwidth graphs have worked via the API for months.
My code that accesses the API has NOT been touched.

Only one out of four of my servers returns a bandwidth graph correctly.

5731918PLNT Ticket has been opened and techs requested the info be posted here instead.
The ticket has IP addresses if needed.

Please help.

Looks as if the polling servers, switches, and Orbit looks alright. I'll see if I can get one of the API experts to swing by.

Hello,

The ticket that you submited indicates that the method you were using worked for all your hardware objects, and then suddenly stopped for some and not the others, in order to help me diagnose the issue better I would like to ask the following questions:

Which method from the HardwareBandwidhService is experiencing this issue?

Although the graphic is broken, is there data being returned with the image?

Thank you for supplying the ip addresses they will be very helpful in diagnosing this issue.

Thank you,

Ralph Y. Bou Mechrek

Which method from the HardwareBandwidhService is experiencing this issue?
GetBandwidth
$bwdaily = $hw_bw_svc->GetBandwidth(new SoapParam($hwid, 'HardwareID'));

Although the graphic is broken, is there data being returned with the image?
Yes, text containing the error below:
Fatal error: Uncaught SoapFault exception: [s:Client] An error occurred while processing your request for bandwidth. Please try again later.

Here is one interesting fact:
The server that works correctly is in the houston data center, the three servers reporting the error are in the dallas datacenter.

Bump for some API support.

I wish this were handled via normal trouble tickets.
This forum does not get the attention it deserves.

This thread has not been updated in a week.

The "working example" from this forum
http://secure.avantvision.net/portlet/api/test/ is getting the same error.

An error occurred while processing your request for bandwidth. Please try again later.

Hello,

I apologize for the late response we have been researching the issue that you are experiencing in hopes of a solution. We are still unable to pinpoint the exat issue, but I will certainly keep everyone updated on the status via this forum post.

Thank you,

Ralph Y. Bou Mechrek

The graphs started working again for about a month.
Now they have ALL been failing for the last few days with the same error as before.

4 out of 4 servers all report the following when accessing the API to generate a bandwidth graph:

An error occurred while processing your request for bandwidth. Please try again later.



5909726PLNT Ticket opened for tracking.

I apologize for any inconvenience this has caused you. I've made development aware of the issue but at this point in time the root cause has not been identified.

It has been over a week since this last update.

The API graphs are still not working on any of my servers.

I apologize again. Unfortunately, I still don't have any information regarding the time frame for a fix for this issue.

I believe that the underlying cause of this issue has been identified and a fix is currently being worked on. However, I don't have an estimate for when this work will be completed and moved into production.

So you mean we're, once again, stuck with buggy software?

Thanks for the update but it has been another week with no RTG graphs.

Please move the API support to the normal ticket system.
This method of support via forum is clearly not working.

According to Shelby it's been fixed, but it might take upto a month for the changes to be applied.

Absolutely pathetic how little theplanet cares.

She didn't say it WAS fixed, she said 'a fix' is being worked on.

She told me it was fixed in a PM, it just hasn't reached production, because those are only pushed once a MONTH.

Actually, I'm a "he".

Well, I said that it is a known issue, it is considered high priority and that it is currently being worked on. If I lead you to believe that there was already a fix that was waiting on a production push I apologize as that is not the case.

It has been an entire month without being able to monitor my servers via the API.
Look at the dates in this thread to see how unreliable this API has been so far.
We have programmers on staff that could fix this for you guys.

Seriously. It has been an entire month.
Please move support for the API to the normal Trouble Ticket system so that it will get the attention that it deserves.

This is completely ridiculous and unacceptable.

We are also having problems monitoring our servers via the API - all we get returned for bandwidth queries or graphs is the error : "An error occurred while processing your request for bandwidth. Please try again later." - we've developed a load balancing system that relies on the bandwidth data being available. Having to manually update it isn't good really.

This issue has been ongoing since June.

The API is a joke and should not be advertised.

Why is there even a forum if no support people read it or can fix the API?