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How should I document and troubleshoot CoinAPI connectivity issues?

If you're experiencing connection issues with CoinAPI, please follow the steps below before submitting a support request:

  1. Check CoinAPI's Status Page

    Confirm there are no ongoing service disruptions at:

    https://status.coinapi.io/

  2. Verify DNS resolution

    Use the dig command to check domain name resolution:

    pgsql

    dig [domain name here]

    A correct response includes an ANSWER SECTION with IP resolution like:

    lua

    ;; ANSWER SECTION:
    fix.coinapi.io. IN CNAME api.coinapi.io.
    api.coinapi.io. IN CNAME api.coinapi.net.
    ...
    hdc1-enc-02-bay-08.coinapi.net. IN A 185.204.225.28

    If the ANSWER SECTION is missing, this indicates a DNS resolution issue.

  3. Check TCP connectivity

    Use nc to verify port access:

    cs
    nc -v [hostname] -p [port]

    Expected output:

    css

    Connection to fix.coinapi.io 3302 port [tcp/*] succeeded!

    If the command fails, analyze the TCP connectivity on your side before contacting support.

  4. Test encryption behavior

    Try switching between HTTPS and HTTP endpoints. If the issue appears only with one type, document that in your report—it helps isolate encryption-related errors.

  5. Capture a PCAP dump for analysis

    Use tcpdump to capture traffic. Adjust the port according to the API protocol:

    • REST or WebSocket API:

      bash

      tcpdump -i [interface] port 80 or port 443 -w dump.$(date +"%Y%m%dT%H%M%S").cap

    • FIX API:

      bash

      tcpdump -i [interface] port 3302 or port 3303 -w dump.$(date +"%Y%m%dT%H%M%S").cap

  6. Analyze the PCAP file before submission

    Ensure:

    • CoinAPI is on the other end of the connection
    • The problem is not caused by internal proxies, gateways, or firewall misbehavior
    • The capture was performed from a system directly connected to the internet (not behind NAT if possible)

  7. Submit a support request

    Submit a request at: https://support.coinapi.io/

    Include:

    • Accurate problem description with UTC timestamps
    • Results of the DNS (dig) and TCP (nc) checks
    • A PCAP file with analysis details
    • Set the issue priority according to impact:
      • Urgent – Production system down
      • High – Production system impaired
      • Normal – Feature/system partially affected
      • Low – General guidance or questions

This structured process ensures the support team can respond efficiently and effectively to network-related issues.