Support Board

Ticket #103707: Trading Order not executed: Orders Info request failed result...
Your request (#103707) has been updated.

To review the status of the request and add additional comments, follow the link below:
http://support.mtgox.com/tickets/103707


Ravi Support, Jul 24 21:32 (JST):
Hello Thomas,

We did a small research here and is there a way that you could confirm if the Sierra Chart platform
is not calling the api from multiple threads. You may check with their technical team and let us know on the same.

Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure.
Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]


****


Thomas, Jul 17 01:02 (JST):
Hello Support Team,

I am using Sierra Chart because I would like to use mathematical chart analyzing methods / technical indicators.
Bot trading is not really interesting to me, also the MtGOx fees are quite expensive for high frequent trading..

By the way, it has just stopped working today again:

ALL NORMAL:

Real-time data for symbol BTCUSD is temporarily unavailable. | 2013-07-16 12:49:53
Real-time data for symbol BTCUSD has been restored. | 2013-07-16 12:51:08
HD Request # 189 - Downloading Intraday chart data for BTCUSD to the file BTCUSD.scid. Service: scsrv | 2013-07-16 12:51:08
HD Request # 189 - Starting date and time: 2013-07-16 12:46:15 | 2013-07-16 12:51:08
HD Request # 189 - Using server: btc.sierracharts.com port 10049 | 2013-07-16 12:51:08
The network socket is connected. | 2013-07-16 12:51:08
HD Request # 189 - Requesting up to 93 days of Intraday data. | 2013-07-16 12:51:08
HD Request # 189 - Decompressing data. | 2013-07-16 12:51:09
HD Request # 189 - Receiving Intraday data for BTCUSD starting at 2013-07-16 12:46:15 | 2013-07-16 12:51:09
HD Request # 189 - Timestamp of first Intraday data file record written: 2013-07-16 12:46:15 | 2013-07-16 12:51:09
Socket closed. No error. | 2013-07-16 12:51:09
HD Request # 189 - Received 2 records from 2013-07-16 12:46:15 to 2013-07-16 12:49:58 (3.7 minutes) and wrote 2 records for BTCUSD | 2013-07-16 12:51:09
HD Request # 189 - Intraday download COMPLETE for BTCUSD | 2013-07-16 12:51:09
Real-time intraday chart data file updates started for BTCUSD | 2013-07-16 12:51:09

HERE THE ERROR COMES ALL OF A SUDDEN AGAIN:

Orders Info request failed | 2013-07-16 13:02:35
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:02:35
Orders Info request failed | 2013-07-16 13:02:50
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:02:50
Orders Info request failed | 2013-07-16 13:03:35
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:03:35
Position Info request failed | 2013-07-16 13:04:30
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:04:30
Orders Info request failed | 2013-07-16 13:05:05
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:05:05
Orders Info request failed | 2013-07-16 13:05:50
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:05:50
Orders Info request failed | 2013-07-16 13:06:35
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-16 13:06:35


Thank you for looking into this issue.

With kind regards.


****


Ravi Support, Jul 16 21:16 (JST):
Hello Thomas,
Honestly there were no issues reported on the API keys so far or the most recent.
Kindly be noted that we are no way related to Sierra Trading and they have built their own platform to felicitate
the MTGox trades happening within their platform.

May i ask you, any special reasons you are using Sierra Trading? you could very well be a part of our trading platform
and enjoy trading. We cannot guarantee or offer any security if any 3rd party platforms are used.

As far as "Bot Trading" or automatic trading is concerned, we would recommend that the providers need to ensure all which
is mentioned through our API documentation - what ever may be the platform they build.

Hope this clears and let me know if you have any questions.

Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure.
Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]


****


Thomas, Jul 16 05:25 (JST):
Hello Mt.Gox Team,

I was using the API Key / Secret already for automatic trading. All of a sudden it stopped working without
any changes on my side. After a while I have created a new API Key / Secret and it was working again, but
relatively unstable (some orders where executed and some not). Since yesterday it is working stable again.
Maybe you are probably aware of technical issues regarding the API / Automatic Trading via Sierra Chart?

I would like to be sure that the service is working stable, especially when it comes to automatic trading
with bigger positions in the future.

Thank you in advance for looking into this topic.

With Kind Regards

Thomas

****

Ravi Support, Jul 16 00:42 (JST):
Hello Thomas,

Thanks for the patience, I have reviewed the guide offered from your trading company,
http://www.sierrachart.com/index.php?l=doc/Bitcoin.php

As mentioned in the setup, for the trade activities you would require to use API Key / Secret.
This would need to generated from your Mtgox account. By any chance have you tried using fresh new keys?
Also is the error message you started receiving recently or this is the case from the day you started using Sierra Chart.

Kindly let me know and we would be glad to work along with you.

Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure.
Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]


Sharon Support, Jul 15 19:25 (JST):
Hello Thomas,

Thank you for your email.

We will have a check on this issue and keep you updated as earliest.

Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure.
Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]


Thomas, Jul 15 18:23 (JST):
Hello MT.GOX Support Team,

I am using Sierra Chart for automatic BitCoin trading. From time to time I get the error message below:

Orders Info request failed | 2013-07-13 14:33:12
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}"
2013-07-13 14:33:12 Orders Info request failed | 2013-07-13 14:33:28

Trade Order Error - MtGox order update (Rejected) - Identification required to access private API. Internal Order ID: 108. Symbol:
BTCUSD | 2013-07-13 16:15:16

Which has led into orders not being executed.
I also got in touch with Sierra Chart for further troubleshooting:

Could you please explain why this error was returned when requesting the open orders:
: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}"

Sierra Chart engineering has said:

That bitcoin message would imply the Tonce value is invalid (this is a unique timestamp that has to increase).
We form the value based on the recommended algorithm that MtGox provides (basically just the current time in microseconds,
and we make sure that each value is larger than last one sent).

Sierra Chart has said you should use GSP for trading:
http://www.sierrachart.com/index.php?l=doc/doc_GeneralDataTradeServiceProtocol.php

I would really like it if you do this.

Sierra Chart also said:
Sierra Chart is a very reliable high-performance trading platform. The types of trading interfaces provided by Bitcoin exchanges
at the time of this writing, are substandard. They are far from the capabilities, structure, and data organization required for
reliable and trouble-free trading.

Could you please look into this issue? It would be quite helpful if we could reach more stability in automatic trading.

Thank you in advance!

Real-time intraday chart data file updates started for BTCUSD | 2013-07-31 10:22:16

JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:41:54
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:41:54
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:42:09
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:42:09
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:42:24
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:42:24
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:42:39
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:42:39
Real-time data for symbol BTCUSD is temporarily unavailable. | 2013-07-31 10:42:50
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:42:54
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:42:54
Get Orders Info not done because request is already outstanding | 2013-07-31 10:43:24
Orders Info request failed | 2013-07-31 10:43:24
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-31 10:43:24
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:43:39
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:43:39
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:43:54
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:43:54
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:44:09
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:44:10
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:44:24
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:44:24
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:44:39
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:44:39
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:44:55
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:44:55
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:45:09
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:45:09
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:45:24
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:45:24
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:45:39
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:45:39
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:45:55
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:45:55
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:46:10
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:46:10
Real-time data for symbol BTCUSD has been restored. | 2013-07-31 10:46:24
HD Request # 13 - Downloading Intraday chart data for BTCUSD to the file BTCUSD.scid. Service: scsrv | 2013-07-31 10:46:24
HD Request # 13 - Starting date and time: 2013-07-31 10:40:07 | 2013-07-31 10:46:24
HD Request # 13 - Using server: btc.sierracharts.com port 10049 | 2013-07-31 10:46:24
The network socket is connected. | 2013-07-31 10:46:24
HD Request # 13 - Requesting up to 93 days of Intraday data. | 2013-07-31 10:46:24
HD Request # 13 - Decompressing data. | 2013-07-31 10:46:24
Socket closed. No error. | 2013-07-31 10:46:24
HD Request # 13 - Received 0 records and wrote 0 records for BTCUSD | 2013-07-31 10:46:24
HD Request # 13 - Intraday download COMPLETE for BTCUSD | 2013-07-31 10:46:24
Real-time intraday chart data file updates started for BTCUSD | 2013-07-31 10:46:25

JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:46:25
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:46:25
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:46:39
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:46:39
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:46:54
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:46:54
Real-time data for symbol BTCUSD is temporarily unavailable. | 2013-07-31 10:47:00
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:47:10
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:47:10
Get Orders Info not done because request is already outstanding | 2013-07-31 10:47:39
Orders Info request failed | 2013-07-31 10:47:42
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-31 10:47:42
Get Orders Info not done because request is already outstanding | 2013-07-31 10:48:09
Orders Info request failed | 2013-07-31 10:48:14
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-31 10:48:14
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:48:24
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:48:24
Get Orders Info not done because request is already outstanding | 2013-07-31 10:48:54
Orders Info request failed | 2013-07-31 10:48:57
Server data line: {"result":"error","error":"Identification required to access private API","token":"login_error_invalid_tonce"}" | 2013-07-31 10:48:57
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:49:35
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:49:35
JSON Parse Error: Expect either an object or array at root | 2013-07-31 10:50:09
Server data line: <html>
<head><title>502 Bad Gateway</title></head>
<body bgcolor="white">
<center><h1>502 Bad Gateway</h1></center>
<hr><center>nginx/1.4.0</center>
</body>
</html>
" | 2013-07-31 10:50:09
Real-time data for symbol BTCUSD has been restored. | 2013-07-31 10:51:11
HD Request # 15 - Downloading Intraday chart data for BTCUSD to the file BTCUSD.scid. Service: scsrv | 2013-07-31 10:51:11
HD Request # 15 - Starting date and time: 2013-07-31 10:40:07 | 2013-07-31 10:51:11
HD Request # 15 - Using server: btc.sierracharts.com port 10049 | 2013-07-31 10:51:11
The network socket is connected. | 2013-07-31 10:51:11
HD Request # 15 - Requesting up to 93 days of Intraday data. | 2013-07-31 10:51:11
HD Request # 15 - Decompressing data. | 2013-07-31 10:51:11
Socket closed. No error. | 2013-07-31 10:51:11
HD Request # 15 - Received 0 records and wrote 0 records for BTCUSD | 2013-07-31 10:51:11
HD Request # 15 - Intraday download COMPLETE for BTCUSD | 2013-07-31 10:51:11
Real-time intraday chart data file updates started for BTCUSD | 2013-07-31 10:51:11

Real-time data for symbol BTCUSD is temporarily unavailable. | 2013-07-31 10:51:19
Real-time data for symbol BTCUSD has been restored. | 2013-07-31 10:51:30
HD Request # 17 - Downloading Intraday chart data for BTCUSD to the file BTCUSD.scid. Service: scsrv | 2013-07-31 10:51:30
HD Request # 17 - Starting date and time: 2013-07-31 10:40:07 | 2013-07-31 10:51:30
HD Request # 17 - Using server: btc.sierracharts.com port 10049 | 2013-07-31 10:51:30
The network socket is connected. | 2013-07-31 10:51:30
HD Request # 17 - Requesting up to 93 days of Intraday data. | 2013-07-31 10:51:30
HD Request # 17 - Decompressing data. | 2013-07-31 10:51:30
Socket closed. No error. | 2013-07-31 10:51:30
HD Request # 17 - Received 0 records and wrote 0 records for BTCUSD | 2013-07-31 10:51:30
HD Request # 17 - Intraday download COMPLETE for BTCUSD | 2013-07-31 10:51:30
Real-time intraday chart data file updates started for BTCUSD | 2013-07-31 10:51:31

Get Orders Info not done because request is already outstanding | 2013-07-31 17:15:06