Helpdesk

Getting Started 1

• What's the best way to get started with Ably

FAQ 10

• Can I see the status of the Ably service globally?
• Should I use the REST or Realtime library?
• What is your data protection policy?
• Do you have a terms of service?
• Are you HIPAA compliant?

See all 10 articles

Contacting us 2

• Our contact details
• Guide: Information we need to help you diagnose problems

Common issues 8

• SSL certificate issues communicating with Ably
• ClassNotFoundException when using Proguard with ably-java
• ably-java: "java.io.IOException: readBufferBytes failed" exception when making REST requests
• Why am I seeing a deprecation warning when serving Javascript files from your CDN?
• Why are my peak connection counts higher than expected?

See all 8 articles

Connections 4

• Is a connection ID globally unique?
• Can a single connection be shared across multiple browser tabs?
• Optimising Ably connections to minimize battery usage
• How do I find out about all the connections being made to my app?

Platform support 4

• How do I use Ably with an Arduino, or some other c/c++ platform?
• Can I use ably-js with webpack?
• How do I use Ably with Flutter?
• How do I use ably-js with Shep?

Authentication 3

• Is it possible to dynamically change the channels a user has access to without disconnecting?
• Can an existing connection's token capabilities be upgraded or downgraded?
• Is it necessary to implement auto-renewal of tokens when using Token Auth?

Usage 2

• Should I use the REST API directly?
• Should I retry a request if it returns an error?

Device support 4

• Which browsers do you support with your Javascript library?
• ably-js: "Unable to parse request body" error when publishing large messages from old browsers
• Exception tracking in client libraries
• "java.lang.NoSuchFieldError: DEFAULT_PACKER_CONFIG" code when instantiating ably-java

Development tools 4

• Do you have a debugging or development console for testing?
• How can I debug Reactor Queues and Queue rules?
• Generating a HAR file for troubleshooting
• I'm not receiving messages, how do I debug that?

Packages & Pricing 32

• What happens if I exceed my package connection, channel or message limits?
• Do you charge for encrypted TLS connections?
• How does Ably count peak connections?
• How does Ably count messages?
• Do you have any connection, message, rate or other limits on accounts?

See all 32 articles

SLA & 100% Uptime Guarantee 3

• Refunds if 100% service uptime not achieved
• 100% uptime guarantee
• I'm experiencing service disruption but the status site says that there isn't any downtime - why?

Enterprise packages 8

• Do you support custom CNAME endpoints?
• Do you support white-label browser libraries?
• Do you support dedicated isolated clusters?
• Do you have an option to keep my data in Europe?
• Do you have an option to keep my data in America?

See all 8 articles

Charges 3

• How will charges from Ably appear on my credit card statement?
• Where can I find a copy of my invoices?
• Can I have monthly invoices and receipts sent my accounts department?

Business packages 2

• Do you have an option to keep my data in Europe or the United States?
• I'm on a Business package, what happens if I exceed my connection, channel or message limits?

Data centres 1

• Where are Ably's servers and datacenters located around the world

Transports and connections 3

• Connection state recovery
• Which transports are supported?
• Do you support multiplexing and channel groups?

Ably architecture design 2

• Why does Ably have concurrent channel limits?
• How is Ably different from Amazon SNS?

Security 15

• Cross-platform symmetric encryption offered by the libraries
• DOS attack prevention
• Token and Basic authentication
• Is it secure to send the access_token as part of the websocket url query params?
• Authenticated and identified clients

See all 15 articles

Protocol support and protocol adapters 9

• Do you support the Pusher protocol?
• Do you support the PubNub protocol?
• Do you support MQTT? Are you protocol agnostic?
• Can you help ease the pain of migration from another Data Stream Network?
• Using the Ably Pusher protocol adapter

See all 9 articles

Performance 7

• Round-trip latency and performance
• Are you able to scale Ably indefinitely to meet demand?
• Do you have any single point of congestion that limits your global performance?
• Debugging slow REST requests
• Why are some REST publishes on a channel slow, and then typically faster on subsequent publishes?

See all 7 articles

Redundancy & reliability 4

• Routing around network and DNS issues
• Message durability and QoS (Quality of Service)
• Self-healing cluster
• What happens if an Ably datacenter crashes or is terminated?

Keys and tokens 5

• What is an app API key
• Setting up and managing API keys
• What is the maximum length for a token string?
• Is it possible to restrict which channels or permissions an API key has?
• Origin and IP Restrictions on API Keys

Accounts and apps 11

• What is the relationship between Accounts and Apps
• How do I access my app dashboard
• What are channel rules and how can I use them in my app?
• How do I access my account dashboard
• How do I access my app dashboard if I am a Heroku add-on user?

See all 11 articles

User management 5

• What is the difference between an account owner, an admin and a standard user on my account
• Inviting new users to access your account
• Removing users from your account
• How do I found out who the account owner is on my account?
• Can I see which other users have access to my account?

Namespaces and naming 4

• What is a channel namespace and how can I use them?
• What restrictions exist for the name field of a channel?
• What restrictions exist for the name field of a channel namespaces?
• Are channel names and channel namespaces case-sensitive?

Messages 17

• How long are messages stored for?
• Is it possible to prevent messages published being echoed back to the publishing client?
• What is the maximum message size?
• Reliable message ordering for connected clients
• Are messages recovered if my connection drops?

See all 17 articles

Presence 11

• Can I be notified over HTTP when someone enters or leaves a channel?
• Why don't presence members leave as soon as I close a tab?
• What happens if I exceed the number of members present on a channel?
• Why do you have a limit on the number of members present on a channel?
• Can a single user be present multiple times on the same channel?

See all 11 articles

Subscribing and publishing 4

• Can I attach and subscribe to channels using wildcards?
• How do I subscribe or unsubscribe for messages on channels?
• Does an attached channel receive messages even if subscribe has not been called?
• Is there a maximum number of channels per connection?

Migrating from Pusher 2

• Is it easy to migrate from Pusher to Ably
• How does Ably compare with Pusher?

Migrating from PubNub 2

• Is it easy to migrate from PubNub to Ably?
• How does Ably compare with PubNub?

Migrating from Realtime.co 2

• How does Ably compare with Realtime.co?
• Migrating from Realtime.co

Reactor Message Queues 5

• Can I make changes to a queue after it has been created?
• How can I provision a new message queue?
• I upgraded but my queue still has the old message limits?
• How can I set up a Queue Rule?
• Common errors when setting up queues

Reactor Events, Webhooks and Functions 7

• How can I debug WebHooks?
• Authentication for reactor rules for AWS (Reactor Events for Lambda functions; Reactor Firehose for AWS SQS and Kinesis)
• Example AWS Lambda function, triggered by the Reactor, that publishes another message back to Ably
• How can I debug Reactor Event Function?
• How to set up a Reactor rule

See all 7 articles

Reactor Firehose 1

• What is the format of the routingKey for an amqp or kinesis Reactor Rule?

Setup 5

• Where can I find my Google/Firebase Cloud Messaging API key?
• Where can I setup and configure push notifications for my app?
• How do I obtain the APNs certificates needed for iOS Push Notifications?
• Why can I not publish push notifications on channels?
• For Apple's APNS, what is the sandbox endpoint

Common questions 2

• Does Ably charge for smart or standard push notifications?
• Which browsers do you support native web push notifications?

Troubleshooting 0

Client errors 24

• Error code: 40103 - Invalid use of Basic auth over non-TLS transport
• Error code: 40142 - Token expired code
• Error code: 40143 - Token unrecognised
• Error Code: 40144 - Unexpected error decoding JWT; decode exception
• Error code: 40160 - action not permitted

See all 24 articles

Server errors 5

• Unknown error code
• 40101 Request mac does not match
• 40105 Nonce value replayed
• 40104 Timestamp not current
• Error code: 40000 - Bad request

General 1

• When is the DSX going to be generally available?