Contributor I

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Any place to privately ask questions relating to api failure?

Forum|Forum|2 years ago
June 12, 2024
5 replies
196 views

Hi there,

Can someone please direct me to the appropriate channel for privately raising an issue we're encountering with an API?

We're receiving a 503 error when attempting to list profiles for one of our large customers. The smaller customer base is fine (those with less than 30k profiles). Also, this is not happening with all customers who have a large profile count.

Thank you!

integrations

This topic has been closed for replies.

Best answer by Kim Strauch

Hey @parthrewind, a 503 generally means there’s something going on our side to take a look into.

Generally we recommend that folks use this forum and redact any personally identifying info / api keys from payloads.

If you can share an example URL you’re calling as well as an example error response, that might be enough for us to file a bug for the team to investigate further.

For very specific issues that require sharing more private information back and forth (remember never to share api keys), I’d recommend contacting support: https://help.klaviyo.com/hc/en-us/articles/115001002272.

DavidSandel

Partner - Silver

Is this not it? Do you think your situation will not help others searching for something similar or the exact same thing?

Klaviyo Silver Master --> LowGravitySolutions.com

P

parthrewindAuthor

Contributor I

It may or may not, depending on what is causing this 503 error. If the fix is applied, other people should not notice it.

I fully support sharing information; however, I have noticed that usually, to identify the root cause, the support team needs additional details such as customer details and request trace IDs. I would be hesitant to share that information publicly as everyone should.

Kim StrauchAnswer

Klaviyo Employee

Hey @parthrewind, a 503 generally means there’s something going on our side to take a look into.

Generally we recommend that folks use this forum and redact any personally identifying info / api keys from payloads.

If you can share an example URL you’re calling as well as an example error response, that might be enough for us to file a bug for the team to investigate further.

For very specific issues that require sharing more private information back and forth (remember never to share api keys), I’d recommend contacting support: https://help.klaviyo.com/hc/en-us/articles/115001002272.

P

parthrewindAuthor

Contributor I

Hey @Kim Strauch,

Thank you for replying. If you could create a ticket and loop me in, that would be awesome. Let me know if you need more details than what I have already provided here.

We are making api call to the following endpoint at (UTC) 2024-06-27T02:18:11.258070Z

Endpoint:

https://a.klaviyo.com/api/profiles/

with params set to:

page[size]=100

page[cursor]=bm************N

filter=greater-than(updated,2024-05-16T02:10:41+00:00)

additional-fields[profile]=predictive_analytics

and Headers set to:

revision=2023-07-15

Accept=application/json

We tried 50 times with exponential retry and each time we are getting 503 with the following error message. This has been happening again and again everyday for last few months.

Error message: {"errors":[{"id":"92db1407-63ad-4c36-88fb-0a6294e72f46","status":503,"code":"retryable","title":"Service Unavailable. Please try again.","detail":"Service Unavailable. Please try again.","source":{"pointer":"/data"},"links":{},"meta":{}}]}

Kim Strauch

Klaviyo Employee

Thanks @parthrewind! The error ID and request URL was sufficient information for me to file a bug with our Eng team to investigate further. We’ll keep you posted

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