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[Serpens66]

Kraken.. it is impossible. Any, any little action on etherum your exchange shutting down and it is just impossible to sell an etherum.

check the new status website, if it fits to your observations: https://status.kraken.com/
(at least the API timeline is not correct I think. Every know and then there were problems with API too)

I hope the increased fees will help to improve kraken... but I doubt ...

[macsga]

Kraken.. it is impossible. Any, any little action on etherum your exchange shutting down and it is just impossible to sell an etherum.

check the new status website, if it fits to your observations: https://status.kraken.com/
(at least the API timeline is not correct I think. Every know and then there were problems with API too)

I hope the increased fees will help to improve kraken... but I doubt ...

During a heavy load (like the mass selling of ETH a couple of hours ago) I've experienced trading problems in Kraken and Poloniex as well. This is due to massive selling demand and orders piling up.

[Kn_os]

Kraken.. it is impossible. Any, any little action on etherum your exchange shutting down and it is just impossible to sell an etherum.

check the new status website, if it fits to your observations: https://status.kraken.com/
(at least the API timeline is not correct I think. Every know and then there were problems with API too)

I hope the increased fees will help to improve kraken... but I doubt ...

During a heavy load (like the mass selling of ETH a couple of hours ago) I've experienced trading problems in Kraken and Poloniex as well. This is due to massive selling demand and orders piling up.

It is not excuse! Poloniex is at least trying to do something, and they are lagging sometimes but it is possible to trade there even in heavy load situation, kraken just completly shutting down with 502 error, for MOUNTHS.

[Morecoin Freeman]

So your trading fees are increasing but your platform is not functioning...
I do not like this. Please fix.

I appreciate your custom support they are very responsive.

[macsga]

Kraken.. it is impossible. Any, any little action on etherum your exchange shutting down and it is just impossible to sell an etherum.

check the new status website, if it fits to your observations: https://status.kraken.com/
(at least the API timeline is not correct I think. Every know and then there were problems with API too)

I hope the increased fees will help to improve kraken... but I doubt ...

During a heavy load (like the mass selling of ETH a couple of hours ago) I've experienced trading problems in Kraken and Poloniex as well. This is due to massive selling demand and orders piling up.

It is not excuse! Poloniex is at least trying to do something, and they are lagging sometimes but it is possible to trade there even in heavy load situation, kraken just completly shutting down with 502 error, for MOUNTHS.

It's not an excuse; it's a *possible* explanation.

[Dargo]

Kraken.. it is impossible. Any, any little action on etherum your exchange shutting down and it is just impossible to sell an etherum.

check the new status website, if it fits to your observations: https://status.kraken.com/
(at least the API timeline is not correct I think. Every know and then there were problems with API too)

I hope the increased fees will help to improve kraken... but I doubt ...

During a heavy load (like the mass selling of ETH a couple of hours ago) I've experienced trading problems in Kraken and Poloniex as well. This is due to massive selling demand and orders piling up.

It is not excuse! Poloniex is at least trying to do something, and they are lagging sometimes but it is possible to trade there even in heavy load situation, kraken just completly shutting down with 502 error, for MOUNTHS.

It's not an excuse; it's a *possible* explanation.

Heavy load is the explanation for the recent performance issues (though going further back there were other technical issues as well that have been addressed). But it's not an excuse and we are doing everything we can to address it as quickly as possible. And it's not just heavy load on the site, but also a heavy load on account verification and support (resulting in long delays in account verification and response time for support tickets).

Why the heavy load?

We have had a perfect storm of growth due to 1) the acquisition of Coinsetter and Cavirtex, 2) the expansion in the US (to 37 states + DC), and 3) the explosion of interest in ether (ETH). 1) and 2) were things we planned and we admit we could have done better with the rollout, but 3) was unexpected. You can read about all this in our recent blog post if you haven't seen it already:

http://blog.kraken.com/post/139889536697/kraken-fee-change-important-updates

As mentioned in that post, we've seen a 2x increase in the number of new accounts. And we've seen a corresponding explosion in the number of orders and requests to our trade engine (requests are requests for information made to the trade server by other platform services).

What are we doing about it?

As mentioned in the context of the fee increase in the blog post linked above, we will be improving our platform and service. Here's a summary of some of the things we've done so far.

Platform
We've identified inefficiencies in orders and requests to the trade server. We have already (as of a bit more than 12 hours ago) made a 66% improvement in the efficiency of requests. This should help a lot during times of heavy load, but we still need to address inefficiencies in order handling. This is probably going to take much longer (I don't have an ETA), and until it's addressed will likely cause some performance issues during times of heavy order load.  

Service
We have already brought in 3 new people for the support team. They are still in training, so their full impact isn't felt yet, but are already making a great contribution. We are also in the process of training our support staff on account verification procedures so they can pitch in with account verification as needed when we see a heavy influx of new signups. If the new people are not enough, then we will bring in more to get us back to our old point of fast, high quality service. But it will take some time to tell if we need more people and unfortunately long verification/support response times are going to be with us for a while yet.

We will be doing much more in the coming weeks/months to improve our platform and service, but I want to stress that many changes will take time and we will likely see some performance and support issues in the meantime. It will be a process of slowly progressing step by step. But it is not empty words when we say that we strive to put our clients first and we are always working hard to improve the trading experience.

 

[Serpens66]

Dargo, are you there?
Could you please let your tech team see, if withdrawals are okay?
I made a withdrawal ~ 2 hours ago to my Fidor account, but it is still not here.

Fidor had some problems withing the past days. Saturday and Sunday there where API issues with Fidor and today, while I sent the money, they had website issues (website took very long to load, maybe a DDOS or simular).
So maybe you should check, if because of the fidor problems, the withdrawal was not initiated ?

If I know, that the transaction was send for sure, I can call Fidor to check it.

edit:
Support ticket number: 82937
the money arrived now after 2 hours

[OgNasty]

I have been unable to link my banking information as well as the status of my mtgox claim not being updated.  I've put in a few tickets with no response.  Any way I could get some assistance?

[Dargo]

I have been unable to link my banking information as well as the status of my mtgox claim not being updated.  I've put in a few tickets with no response.  Any way I could get some assistance?

For linking your bank account, please PM me your support request numbers and I'll get you some assistance. For the status of your mtgox claim, we cannot help you. Please contact the trustee directly.

The best way to check the status of your claim, regardless of whether it was filed through Kraken or not, is to log in to claims.mtgox.com. While claims can be linked to a Kraken account, all of the details of the claims themselves are still stored on MtGox Trustee servers. Kraken support staff cannot access or alter details of your claim. If you are locked out of the claims site, please contact the bankruptcy trustee help desk phone number. As of now, you can only call — there is no way to contact their help desk via email.

Telephone: +81-3-4588-3922
Operating Hours: Monday to Friday (excluding Japanese national holidays), from 10 a.m. to 5 p.m. JST

[Kortak]

I would like to know if there are any plans to offer websocket endpoints in your API for realtime data?
ATM I can only find information about your REST API but to be honest polling data via REST just sucks and getting realtime data would be much better and much more dynamic.

[Serpens66]

I wonder why this thread isn'nt full of complaints?
No one had problems within the last 12 hours?

I just took a look at the logs of my bot, since 12 hours heavy problems at Kraken. API is 60% of the time not reachable and in addition to that alot of ['EGeneral:Temporary lockout'] errors. (which could be caused by my bot because of the timeout errors. My bot tries to cancel all openorders regardless of the limit, if an error appears... but place and cancel an order should not increase the number of my calls)

edit:
And support website is not good reachable. After some seconds of loading I get a blank white website. (after trying again and again, it finally worked)

[Kortak]

I wonder why this thread isn'nt full of complaints?
No one had problems within the last 12 hours?

I just took a look at the logs of my bot, since 12 hours heavy problems at Kraken. API is 60% of the time not reachable and in addition to that alot of ['EGeneral:Temporary lockout'] errors. (which could be caused by my bot because of the timeout errors. My bot tries to cancel all openorders regardless of the limit, if an error appears... but place and cancel an order should not increase the number of my calls)

edit:
And support website is not good reachable. After some seconds of loading I get a blank white website. (after trying again and again, it finally worked)

You're not alone with these problems.
Kraken.com is almost always quite sluggish when I use it.
There are many complains about this issue on Reddit. Some users think they get ddos'ed, others think it is caused by intermediary servers that increase security but also latency and still others think they are just bad.

+1 I also would like to know some details about it from some official staff.

[SebastianJu]

Dargo can you explain why I still can't login with these other accounts I had on the exchanges kraken bought?

I received 2 emails. Checking the named usernames they were from the two bought exchanges where I, it seems, had accounts too. But when I tried to login kraken only says that it does not work. User unknown or so.

When I received the emails I thought it is because of the overloading or that you guys sent the emails out before you actually sat up everything. But it still doesn't work.

Where my accounts merged without noticing me?

[Dargo]

I wonder why this thread isn'nt full of complaints?
No one had problems within the last 12 hours?

I just took a look at the logs of my bot, since 12 hours heavy problems at Kraken. API is 60% of the time not reachable and in addition to that alot of ['EGeneral:Temporary lockout'] errors. (which could be caused by my bot because of the timeout errors. My bot tries to cancel all openorders regardless of the limit, if an error appears... but place and cancel an order should not increase the number of my calls)

edit:
And support website is not good reachable. After some seconds of loading I get a blank white website. (after trying again and again, it finally worked)

You're not alone with these problems.
Kraken.com is almost always quite sluggish when I use it.
There are many complains about this issue on Reddit. Some users think they get ddos'ed, others think it is caused by intermediary servers that increase security but also latency and still others think they are just bad.

+1 I also would like to know some details about it from some official staff.

Sorry it has taken me so long to respond here. The site is performing better now, but we still have reports of the site/API being slow to respond. 

Earlier we had an issue with the front end that was fixed with a restart. It was causing the "500 Application Error" that many people were reporting and may have contributed to other problems as well.

The other problem that is still ongoing and the cause of the slow response times, is heavy load, both in terms of a high number of orders and also a high number of funding requests. I mentioned the order issue in a previous post (https://bitcointalk.org/index.php?topic=290799.msg14019309#msg14019309). The high number of funding requests has been a problem because we're seeing slow response times through some of our funding gateways and the response has been slower than usual today. We made some changes today that will help a little bit with the funding requests, but as with the order issue, this is an issue that will take some time to address and there are likely to be site/API performance issues under periods of heavy load for some time to come.

All this is intended as an explanation only - not an excuse - we understand that the platform performance has been unacceptable lately and we are working hard to isolate the causes and address them. But, again, I want to stress that this process will take time and we are likely to see more episodes of poor performance before things significantly improve. 

 

[Serpens66]

Sorry it has taken me so long to respond here. The site is performing better now, but we still have reports of the site/API being slow to respond. 

Earlier we had an issue with the front end that was fixed with a restart. It was causing the "500 Application Error" that many people were reporting and may have contributed to other problems as well.

The other problem that is still ongoing and the cause of the slow response times, is heavy load, both in terms of a high number of orders and also a high number of funding requests. I mentioned the order issue in a previous post (https://bitcointalk.org/index.php?topic=290799.msg14019309#msg14019309). The high number of funding requests has been a problem because we're seeing slow response times through some of our funding gateways and the response has been slower than usual today. We made some changes today that will help a little bit with the funding requests, but as with the order issue, this is an issue that will take some time to address and there are likely to be site/API performance issues under periods of heavy load for some time to come.

All this is intended as an explanation only - not an excuse - we understand that the platform performance has been unacceptable lately and we are working hard to isolate the causes and address them. But, again, I want to stress that this process will take time and we are likely to see more episodes of poor performance before things significantly improve. 

As mentioned above the heavy API issues started 24 hours ago, after the "EService:Unavailable" error message.
So I don't think it is because of heavy load. (of course you have heavy loads problems too, but this is an additional issue)

And it is no explanation for the "['EGeneral:Temporary lockout']" I keep getting. Did you lowered API limts because of the load? Or did you enabled stricter limits to placing and canceling orders while your website says there are no limits for doing so?

Another problem is, that you have by far too less support agents for API problems. I have some tickets open over weeks now without a reply. Luckily tickets about deposit/withdrawal problems are answered within some hours.

[SebastianJu]

Hope you still answer me dargo. Besides, I noticed that announcement about the MtGox trustee. I believe it said to log in at https://claims.mtgox.com/assets/index.html#/signin and verify the decision of the trustee or so. But I can't. It says that someone might have claimed the coins already, which I did, but how to verify the decision of the trustee then?

[Dargo]

Dargo can you explain why I still can't login with these other accounts I had on the exchanges kraken bought?

I received 2 emails. Checking the named usernames they were from the two bought exchanges where I, it seems, had accounts too. But when I tried to login kraken only says that it does not work. User unknown or so.

When I received the emails I thought it is because of the overloading or that you guys sent the emails out before you actually sat up everything. But it still doesn't work.

Where my accounts merged without noticing me?

Please create a support ticket about this if you haven't already. You can DM the ticket number to me and I'll try to expedite the request for you.

[Dargo]

Hope you still answer me dargo. Besides, I noticed that announcement about the MtGox trustee. I believe it said to log in at https://claims.mtgox.com/assets/index.html#/signin and verify the decision of the trustee or so. But I can't. It says that someone might have claimed the coins already, which I did, but how to verify the decision of the trustee then?

We cannot help you with this issue. Please contact the trustee directly using the helpline.

Telephone: +81-3-4588-3922
Operating Hours: Monday to Friday (excluding Japanese national holidays), from 10 a.m. to 5 p.m. JST

[Dargo]

I would like to know if there are any plans to offer websocket endpoints in your API for realtime data?
ATM I can only find information about your REST API but to be honest polling data via REST just sucks and getting realtime data would be much better and much more dynamic.

Yes, there are plans to offer websockets. We hope to launch this fairly soon, but I can't give an ETA at this point. It has been pushed back some because we are currently working on other infrastructure improvements to help improve platform response times.

[Dargo]

I have been unable to link my banking information as well as the status of my mtgox claim not being updated.  I've put in a few tickets with no response.  Any way I could get some assistance?

We replied to your support request yesterday - reply back if we did not solve your issue.