Forum Discussion
365 STOCK DATA not updating all stocks
Sept 15/20 - Not all the stocks in my excel 365 spreadsheet are updating. Is there a problem with the data source? Are you able to change data sources? How do I notify Microsoft of this problem?
27 Replies
- I have the same problem since 16 September (New Zealand Time). I note that "the team" says its out of their scope which would imply that there may be a problem with the feed between Refinitiv and Microsoft (If such a thing exists).
If that is the case should Microsoft not at least be notifying users that it is a third party problem and being attended to by the third party?
Right now we are in a vacuum. No service and no way to follow up. I have used this feature for a couple of years and it always worked flawlessly . . . ,until yesterday morning. I called tech support and they spent 1 hour trying to make the feature work. Near the end of my chat, the technician indicated that this is a Microsoft problem and they are working on it. Since I rely on this as one of my investment tools, my normal trading activity is negatively impacted. I can only guess on how my bottom line has been impacted. As of 10 minutes ago it was still not functional. Why doesn't Microsoft post a status of a problem fix to allow us to plan accordingly?
- I was able to get a response from the help desk:
"I have reviewed on our end and was able to verify that the error you are encountering is a current bug on our back end system which is being worked by our Engineering team. Please be advised that we will be including your case on our system so that they can proceed and review it as well."
Timeline on fix is 24-48 hours!!!! Feedback from Microsoft:
Ziwei (Microsoft)
Thursday, September 17, 2020 4:06 AM GMT
Hello ---------,Thank you for the time on call and remote session. Sorry for not able to provide enough help on this issue as Excel function is out of our support scope. As I checked again with your issue, there was a similar issue in Microsoft community at https://answers.microsoft.com/en-us/msoffice/forum/msoffice_officeinsider-mso_win10-msoinsider_excel/excel-stock-data-not-updating/9f38914e-0a0b-47d0-a821-b4bded75c4ce?page=1. According to the reply, this should be a service incident between the data provider and Microsoft server, which should be fixed in several days. If you would know more about it, kindly contact https://www.refinitiv.com/en/contact-us.
Same issue shows on my Excel so I believe there is no setting error on your side. Unfortunately as we do not support Excel I don't have resource to confirm it is an incident and its expected service restoring time. As you can see at https://support.microsoft.com/en-us/office/support-options-for-microsoft-office-application-issues-for-office-365-subscribers-0a02cd18-19be-4cfa-b430-3b53ea26920f?ui=en-us&rs=en-us&ad=us, office application usage issue is covered by non-cost technical support https://social.technet.microsoft.com/forums/office/en-us/home, and cost technical support https://support.microsoft.com/en-us/premier. Apologize again for we do not have the needed resource for you as Microsoft 365 technical support team.
Thank you for choosing Microsoft Online services. If you have any concerns just feel free to let us know.
Best Regards,
Violet
Microsoft O365 Ambassador
Working Hours: 9:00AM – 6:00PM (UTC+8) | Monday - Friday
If you have any feedback about my work, please do not hesitate to contact
My Manager Ronald Tjoanda at Email: v-ronat@microsoft.com"Apologize again for we do not have the needed resource for you as Microsoft 365 technical support team."
This is not acceptable! I am paying for a subscription of Office 365 specifically for stock data updates. There must be somewhere in Microsoft that you can send this problem to. If Refinitv is supplying the data for Microsoft then Microsoft must be paying for it. You would think that they would want to know when they are paying for something that they are not getting.
This is the msg. from support team. They just want to close my ticket & saying they are done.
Response:
Good day and I hope you are well.
This is Richard from xxx team. I’m the Senior Engineer of Violet. I am contacting you regarding your service request: xxxxxxxx- In excel Stocks function is not working.
I would like to follow-up if everything is now going fine. I can see that as issue is now addressed and clarified. I’d to inform you as well that this issue is out of our scope of support. With your permission, we will proceed to archive the case as resolved.
If you still need any help, or if you have questions, clarification or concerns regarding Office 365, please do not hesitate to let me know by replying to this email. At the same time, feel free to contact or loop our Team Leader and Team Manager to make sure that we are not going to miss any of your follow up. Please refer to the contact information below:
Allen Talidro
Team Leader
Email address: v-alltal@microsoft.com
Ronald Tjoanda
Team Manager
Email address: v-ronat@microsoft.com
All data is provided by Refinitiv and updated with some delay, an issue could be on their site. More is here About the Stocks financial data sources
The only ways to contact Microsoft with concrete issue is to send a frown from File->Feedback or/and open support ticket.
I am having same issue. I spent 2 hours on chat with MS tech this morning. She could not resolve. Ticket # 1010589201. She sent me to support forum. 😞
Same here - I spent time with Microsoft this morning and also was told to go to support forum. They also gave me a case #, which I'm trying to get an update. I'm trying to ascertain whether this is a Microsoft/Refinitic problem or if I'm an isolated case. I think I'm going to start a new question to see if others are having this issue.
SergeiBaklan I have the same issue. Worked fine until I tried to do a Data - Refresh All this morning. Nothing updates. Tried reloading Microsoft 365 and still have same issue.
Hi .... Thanks for the input. The data feed has worked flawlessly for almost a year now with prices updating with a delay of approx. 20 mins. It started working again yesterday afternoon but is not working again today. I am wondering if it has something to do with the Excel update.
