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Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 85. (Read 628889 times)

member
Activity: 167
Merit: 15
Update on yesterday's error rates

On 68 orders to be placed:
107 Eservice unavailables
87 Eservice: Busy (Kraken's new we dont have the capacity to offer decent service type of error?)
Total calls 68 + 107 + 87 = 262

Eservice unavailables: 107/262*100%=40.84%
Eservice Busy: 87/262*100%=33.21%
24/262 Unknowns aka 9.16% of total calls

Total error rate = (24 +107 + 87)/262*100% = 83.21% (very slight improvement from previous Tot. error = 87.00%)
member
Activity: 167
Merit: 15
(...)
Additionally, it is not a problem of increased traffic. It just gets to an unbearable level when traffic increases. With normal traffic Eservice unavailable errors are encounter in roughly 20-30% of the cases. Currently, the failure rate can even reach more than 90%.
The link just proves again that you're intentionally misleading customers with false information, very late information, or only part of the whole information.

Hi CryptoTeng,

I want to assure you we are not misleading clients, and that we welcome the input you are giving us (although certainly, any one support response, such as the one I previously provided, likely never can capture the entirety of a situation).  As such, we look forward to seeing your insights.

Would you be willing to share some more of your information (in terms of your error rate experience) in a support ticket?
https://support.kraken.com/hc/requests/new

If you've already done so, please feel free to post the ticket number here, or escalate the ticket number at:
https://www.reddit.com/r/KrakenSupport/comments/6n4qfn/new_way_to_escalate_your_kraken_support_ticket/

We look forward to receiving further information and input from you, and indeed from any other of our clients who wish to weigh in, as we proceed.

First of all, thanks for interest in our data. About your request to get more data. What kind of guaranties are you willing to give us for not banning us from your servers as soon as you have our client information? We have not been the most respectful towards you lately. Seeing that other people are being banned after they were "disrespectful", it would be the easiest way for you to stop us posting error logs. Next, what are compensation offered to us for providing the service of error logging to you, and compensations offered for the current barely existing service from your side for which customers have to pay fees?

Next point, how is it not misleading customers when you present yourself as the Best Bitcoin Exchange (https://www.kraken.com/en-us) on your website, while you have serious issues providing a decent service?

As we do not trust you anymore, we can also have the discussion here in the forum. A lot of people would be interested in getting more info about this issue.

Last, but not least, the helpfulness and interest in our data of the Kraken support team has lead to the point where we started to publish our error logs on forums like this.

Anyway, since you ask, what kind of info would you need in addition to the current presented error logs?
newbie
Activity: 38
Merit: 0
(...)
Additionally, it is not a problem of increased traffic. It just gets to an unbearable level when traffic increases. With normal traffic Eservice unavailable errors are encounter in roughly 20-30% of the cases. Currently, the failure rate can even reach more than 90%.
The link just proves again that you're intentionally misleading customers with false information, very late information, or only part of the whole information.

Hi CryptoTeng,

I want to assure you we are not misleading clients, and that we welcome the input you are giving us (although certainly, any one support response, such as the one I previously provided, likely never can capture the entirety of a situation).  As such, we look forward to seeing your insights.

Would you be willing to share some more of your information (in terms of your error rate experience) in a support ticket?
https://support.kraken.com/hc/requests/new

If you've already done so, please feel free to post the ticket number here, or escalate the ticket number at:
https://www.reddit.com/r/KrakenSupport/comments/6n4qfn/new_way_to_escalate_your_kraken_support_ticket/

We look forward to receiving further information and input from you, and indeed from any other of our clients who wish to weigh in, as we proceed.
full member
Activity: 168
Merit: 100
In the interim, there are a couple of measures I have seen some members of the Trading group suggest which may be helpful:

error: may have failed = strong chance order not picked up
error: red blank = strong chance order is going through

What has been working the best is to use kraken.com and place orders via the interface -- if an error message pops up, use a hard refresh, and place the order again.

hahaha AND YOU ARE OFFERING MARGING TRADING... Cheesy i cant believe it, you must f*cking kidding, THIS SERIOUS?!
ppl are acting with thousands of thousands of fiat/cryptos on your service and you are giving advices like this, WTF?!?
From now on, kraken is a gamblingstore, nothing else...
member
Activity: 140
Merit: 20
any real alternative for EURO exchange?

GDAX if you manage to register, Bitstamp (high fees, not many currencies). I'm switching to Bitfinex and I'll just have to "think USD".
sr. member
Activity: 595
Merit: 251
any real alternative for EURO exchange?
newbie
Activity: 34
Merit: 0
Its really sad to see one of the best services decline so rapidity.
For fuck sake u guys used to be among the top3 in Europe and look at it now.
Really sad, really really sad.

First of all, allow me to extend my apology for the situation that you and various other traders have experienced.

blablablabla bullshit...

Thank you for bringing your business to Kraken!

The decision I made to transfert my funds from kraken to another exchange was one of the best of my life.

It's game over Kraken! I hope that everybody here do the same and transfert to another exchange platform.
legendary
Activity: 1946
Merit: 1007
What is going on with placing orders?

I keep getting error messages when I try to sell some litecoins..
newbie
Activity: 40
Merit: 0

(...) ticket No. 781148 (...)
I ask for help to you
 thank you
Pigi66


This was last escalated Oct. 25, 2016 and is with our Fidor group.  An inquiry has been put into the Fidor group for status.  Thank you for your inquiry. 
thanks I have received everything. I am waiting from the Italian bank the document of starling to be able to send you him.
Cannot he do anything for my ticket nr 730986 just?
thanks pigi66
legendary
Activity: 3766
Merit: 1742
Join the world-leading crypto sportsbook NOW!
Maybe it's time to close the website and to rebuild it. Resolve all the problems, answers to all tickets and than re-open the site.

@kraken-septimus i am tier 2 verified now and i send id papers, can i finally my email adress change ?


This could cause a lot of panic, if unscheduled, imo
member
Activity: 113
Merit: 10
Maybe it's time to close the website and to rebuild it. Resolve all the problems, answers to all tickets and than re-open the site.

@kraken-septimus i am tier 2 verified now and i send id papers, can i finally my email adress change ?
legendary
Activity: 3766
Merit: 1742
Join the world-leading crypto sportsbook NOW!
After many years of using kraken, surviving with the pain of slow loading and constant errors, I would like to ask: can someone technically try to explain what happens and where is the bottleneck?
member
Activity: 83
Merit: 10
Still not working... wth..
sr. member
Activity: 2142
Merit: 418
yesterday tried to buy some bitcoins.
after an hour of refresh , relogin and logout i gave up.
it still amazes me how they still didnt fix the server issue really.
they are rakin millions of dollars of commissions daily but they r not solving the easiest thing in the world.
i started to think they r not fixin it on purpose.
member
Activity: 167
Merit: 15
We have a new API message/failure....Eservice: Busy........ROFL
The effect is the same as Eservice unavailable. Your order is not placed. Is this Kraken's alternative response to say we do not have sufficient capacity to offer a decent service?
"EService: Busy" replies will be counted as errors in my published error logs, as orders are not being placed due to issues on Kraken's side.
member
Activity: 167
Merit: 15
First of all, allow me to extend my apology for the situation that you and various other traders have experienced.

Recently error messages would likely have been displayed, as our trade engine has been at high load and might not have been able to process your order. (For example, 809, 820, etc. may have accompanied the error message and / or you might have seen a red blank.) If you experienced this, you should refresh your order list to confirm whether or not your order went through, before placing a new order. I apologize for the confusion and inconvenience.

Also, for more information on this matter, please see the below support article on our website:

https://support.kraken.com/hc/en-us/articles/115014409247-Order-may-have-failed-EService-Unavailable

Please be assured that our developers are working around the clock to improve the trading engine where needed and are identifying and resolving reliability or scaling issues as they come up. We are ready to begin testing our new trading engine, but we don't yet have an announcement as to when it will be ready.

In the interim, there are a couple of measures I have seen some members of the Trading group suggest which may be helpful:

error: may have failed = strong chance order not picked up
error: red blank = strong chance order is going through

What has been working the best is to use kraken.com and place orders via the interface -- if an error message pops up, use a hard refresh, and place the order again.

I realize this is not a solution, but rather an interim measure while problems are being worked on.......

...Finally, I wish to again express my apology for this situation, which has certainly affected you and other traders, and I wish to express to you my commitment to doing all that I can for you.

Thank you for bringing your business to Kraken!

From my part. stick the apology where the sun does not shine. Especially after getting those for months. How about a refund on trading fees and other major compensations for having to deal with your incompetence and your endless lies?
But most important start solving these issues. And if you're not able to do so, close your service until you have found and solved the problem.


Also, for more information on this matter, please see the below support article on our website:

https://support.kraken.com/hc/en-us/articles/115014409247-Order-may-have-failed-EService-Unavailable.... Quote from link: This can occur once the API response time (found here) is increasing to roughly 2,000ms


The info in the link is false. The problems occur already at much lower Api response times. Furthermore, does the hard refresh also work for API users? I wonder how that is supposed to work.
Additionally, it is not a problem of increased traffic. It just gets to an unbearable level when traffic increases. With normal traffic Eservice unavailable errors are encounter in roughly 20-30% of the cases. Currently, the failure rate can even reach more than 90%.
The link just proves again that you're intentionally misleading customers with false information, very late information, or only part of the whole information.
newbie
Activity: 37
Merit: 0
Dear Kraken.com supports

I have a big problem. (...) Please help me.

Ticket #804227

This ticket has been recently escalated, and you should hear from an assigned specialist soon.

Dear Kraken Supports, my problem didnt solved. 5 business days allready passed. Today is 7. business day after i transfered. I can not sleep because of this issue. There is no any information.
sr. member
Activity: 800
Merit: 294
Created AutoTune to saved the planet! ~USA
Any slots to beta test new trade engine haha!
newbie
Activity: 38
Merit: 0
Its really sad to see one of the best services decline so rapidity.
For fuck sake u guys used to be among the top3 in Europe and look at it now.
Really sad, really really sad.

First of all, allow me to extend my apology for the situation that you and various other traders have experienced.

Recently error messages would likely have been displayed, as our trade engine has been at high load and might not have been able to process your order. (For example, 809, 820, etc. may have accompanied the error message and / or you might have seen a red blank.) If you experienced this, you should refresh your order list to confirm whether or not your order went through, before placing a new order. I apologize for the confusion and inconvenience.

Also, for more information on this matter, please see the below support article on our website:

https://support.kraken.com/hc/en-us/articles/115014409247-Order-may-have-failed-EService-Unavailable

Please be assured that our developers are working around the clock to improve the trading engine where needed and are identifying and resolving reliability or scaling issues as they come up. We are ready to begin testing our new trading engine, but we don't yet have an announcement as to when it will be ready.

In the interim, there are a couple of measures I have seen some members of the Trading group suggest which may be helpful:

error: may have failed = strong chance order not picked up
error: red blank = strong chance order is going through

What has been working the best is to use kraken.com and place orders via the interface -- if an error message pops up, use a hard refresh, and place the order again.

I realize this is not a solution, but rather an interim measure while problems are being worked on.

If there's anything else I can do for you, please file a ticket, and let us know at https://support.kraken.com/hc/requests/new
Of course, you can also escalate an existing support ticket, via the process shown here:
https://www.reddit.com/r/KrakenSupport/comments/6n4qfn/new_way_to_escalate_your_kraken_support_ticket/

Please note that Kraken does not currently offer phone support:
https://support.kraken.com/hc/en-us/articles/115013099227-Kraken-does-not-offer-phone-support

 If you file a new ticket on a trading issue, if possible, let us know the orders / trades affected or simply the date and general time range we should be looking at with respect to your particular case.

Finally, I wish to again express my apology for this situation, which has certainly affected you and other traders, and I wish to express to you my commitment to doing all that I can for you.

Thank you for bringing your business to Kraken!
newbie
Activity: 38
Merit: 0
Dear Kraken.com supports

I have a big problem. (...) Please help me.

Ticket #804227

This ticket has been recently escalated, and you should hear from an assigned specialist soon.
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