Troubleshooting

You may not have the correct Content-Type specified in your request header or may need to define the Content-Encoding header in your request.

When you get this error, it means the payload format that was sent as part of the HTTP request does not match the encoding format specified in the Content-Encoding header.

• The content type header defines the media type sent over HTTP. Valid values include application/json, application/xml, or application/x-www-form-urlencoded.
• The content encoding header defines how to modify the content before it is sent. Content encoding compresses content without removing any information about the original media type. Valid values include gzip or deflate.

How to resolve

1. Verify that your request header Content-Type is correct.
2. Resubmit request.
3. If the same error is received, add the Content-Encoding header to the request. Choose one of these compression values: gzip or deflate. All options use a form of LZ77, a basic algorithm for compression that finds and replaces repeated patterns in data with references to where those patterns first appeared. This makes files smaller and faster to transfer or store. If you don't know what to choose, reach out Support to help determine the best compression type for your data.
   1. gzip: This is a way of making files smaller for transfer. A 32-bit CRC (Cyclic Redundancy Check) is added to help detect errors during transfer. gzip is the original method used by the UNIX gzip program.
   2. deflate: deflate is a compression method that combines the LZ77 algorithm with another technique called Huffman coding, which further reduces file size by sorting data according to how often it appears. This format is packaged inside something called a zlib structure.

There is a header that appears more than once with the same or different values as part of the HTTP request.

How to resolve

Reach out to the Support team and ask them to review the logs. When looking at the data, the support teams will locate which header(s) are triggering a message about duplicates. The the Support team will work with you to correct the headers and then you can resubmit the request.

This typically occurs when something isn’t right with your certificate, like one of these reasons:

• The certificate expired.
• KeyBank does not have the correct or current certificate.
• Missing the client root certificate in your trust store.
• Certificate does not load correctly because of import method, certificate store settings, or browser settings.

How to resolve

Whatever the reason, certificates can be complicated so let us help you. Contact Support to verify the health of your certificate and start working on getting that secure handshake between partners, partner.

The access token in the request is either missing or not in the correct field.

How to resolve

1. Review your request headers. Make sure that the correct access token is defined in the Authorization field.
2. Correct and resubmit your request.
3. If you get the error again, you may need to generate a new token.

The access token in the request has expired.

How to resolve

You need to generate a new access token and re-submit the request with the new token. See Access Token documentation for the basic cURL command.

You may not have access to this API product.

How to resolve

Review your access token respond or request a new access token to view the field api_product_list. The api_product_list lists the resources you have permission to access.

Whether you see the resource or not, we recommend you contact us with the the Client Support team. If you don’t see the API resource, you need to request access. If you do see the API resource in your list, but can’t access it, you still need to contact us so that we can help correct the issue.

You may not have access to this API product.

How to resolve

The hostname and path of the API URL do not match the API proxy or the proxy is not associated with the virtual host.

How to resolve

Make sure you are using the correct hostname and proxy name. If everything looks correct on your end, time to escalate using our the Client Support team form. The support team will review the logs to check the configuration and make any corrections as necessary.

<

It has to be not only what you say, but how you say it. The HTTP method used for the request is not correct.

How to resolve

With KeyBank API products, the method of the API call will be either GET or POST. Check the API specifications to make sure you are using the correct method. In simple terms, the GET method is to get data and the POST method is to send data.

You may not have the correct Content-Type or Accept specified in your request header or may need to define the Content-Encoding header in your request.

How to resolve

Verify that your request header fields are correct based on the API specifications and resubmit the request. If the same error is received, escalate to support for help with the the Client Support team Form.

The request has exceeded the rate limit. Going beyond the rate limit is being triggered by the number of connections your app is making to the API or a severe traffic spike affecting performance.

How to resolve

Verify with the support team that the limit threshold is causing the error. If so, work with your TAM to find a solution or assess if a rate limit change is necessary. For most APIs, the rate limit is set to 5 TPS (read more about Rate Limiting).

Your application credentials are not correct in your request header, in particular the consumer_key.

How to resolve

Contact Support with the credentials you are using in the Authorization header. Support will verify and provide the correct credentials.

When you sent the request, the Authorization header was missing. This field is required and acts as a passport to access and use the API product.

How to resolve

Resubmit the request with the Authorization header defined. <access token topic link>. If you resubmit with the Authorization header complete and still receive this error, escalate to the the Client Support team Form.

There is a field value in your request that is using characters that are not allowed or do not conform to the required format.

How to resolve

1. Verify the API URL to make sure there are no erroneous characters in the path.
2. Make sure the parameters being sent match the requirements and conditions specified in the API specifications. <link to special characters topic?>
3. If the request looks correct and accurate, escalate to the Client support.

When the request was sent, an error occurred with the secure SSL/TLS connections or there was a backend server timeout.

How to resolve

Reach out to support using the the Client Support team Form. The team will check the logs to verify that the backend service was available and if there is a pattern of timeouts for a particular API service. This is an error that must be corrected by KeyBank.

You cannot connect to our API services because a backend service is unavailable, the target endpoint may not be enabled, or the host alias is not correctly configured.

How to resolve

Use the Client Support form to report an outage or contact your TAM directly. A service outage is a high priority issue that KeyBank aims to resolve quickly.

This is on us. The backend service is taking too long to response.

How to resolve

Reach out to the support team to report and correct this issue.