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Troubleshooting

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Having trouble?

Try the following suggestions before reaching out to Akoya Support:

  • Search this site for your topic using the search box located in the top right of this page or use the keyboard shortcut, CTRL-K.
  • Review our error code documentation for descriptions of errors and common causes.

Information to provide when contacting support

If you still need help, please provide as much information as possible when contacting Akoya Support.

Include such details as:

Do NOT include examples or data which contains personally identifiable or sensitive information.

Error codes

If you receive an error during authentication or authorization, error codes will be returned in the browser either on the page or in the URL.

Data API errors and Token API errors will be returned in the response body.

When contacting Akoya Support, please include the error code and message in your correspondence.

Interaction identifier

The x-akoya-interaction-id is an autogenerated interaction identifier, unique to each API call, that is returned in the response header.

In the Postman example below, the x-akoya-interaction-id can be found in the “Headers” tab of the response:

Example Postman response

📘

When integrating with Akoya, we suggest implementing a method for capturing or logging the x-akoya-interaction-id for troubleshooting purposes.

Please include the x-akoya-interaction-id associated with the response in your support request.

API request

When corresponding with Akoya Support it is helpful to provide the exact API request that was made. Please indicate not only the requested API endpoint, but any header, request body, path or query parameters that were used as well.

If possible, please include a cURL version of your API request.

Use the --verbose option to ensure that the x-akoya-interaction-id header is included the response.

Example cURL request using the --verbose option:

curl --verbose --location "https://products.ddp.akoya.com/accounts-info/v2/mikomo" --header "Authorization: Bearer {idToken}"

Example Response:

< HTTP/1.1 200 OK
< Date: Thu, 30 Mar 2023 19:03:04 GMT
< Content-Type: application/json; charset=utf-8
< Content-Length: 934
< Connection: keep-alive
< akoyaid:
< x-akoya-interaction-id: Root=1-6425dce8-4101f8c2369211c9567dd54b
< x-envoy-upstream-service-time: 49
< server: istio-envoy

Contact support

Please direct all support issues to [email protected], or submit them via the Support Center in the Data Recipient Hub.

Self-service resources include:

Updated 4 months ago