Our integration suddenly stopped working—what should we check first before escalating?

If your integration stops working unexpectedly, here are the initial checks to perform before escalating the issue:

Troubleshooting Checklist

1. Restart the Server or Integration Service Temporary glitches or memory overloads are often resolved with a restart of the application server or parsing service.
    
2. Check API Credentials Ensure your userkey, subuserid, and version in the API request are correct and haven’t expired or changed.
    
3. Verify License Status Log into My Account to confirm that your parsing credits and license validity are still active.
    
4. Inspect Recent Changes Look for recent updates in your code, deployment, or environment (e.g., firewall rules, proxy settings, expired SSL certificates) that may have impacted connectivity.
    
5. Test API Endpoint Manually Use tools like Postman or cURL to check if the API endpoint is reachable and returning valid responses.
    
6. Review Logs Check your internal logs for:
    
   • Timeouts
   • HTTP status codes (e.g., 401, 403, 500)
   • Errors related to request structure or missing fields
      

Still not resolved?

If these steps don’t resolve the issue, please escalate to support@rchilli.com. with the following:

• Your userkey and subuserid
• Sample request and response logs (with sensitive data masked)
• Description of the issue and when it started

This helps us investigate quickly and provide a prompt resolution.