One possible solution for CUE DIVES not retrieving real-time data
Note: CUE DIVES represents multiple components. The install steps are to be executed only once for all the components.
The below resolution was given by the MetaStock support team to one of the CUE traders who faced the issue. I am posting it here in case other CUE traders face similar issues in the future.
Note that some of the folders on your computer may be hidden by default. You may need to unhide the folders if you don't see them.
First, make sure MetaStock, Xenith/EIKON, and Excel are closed. Then follow the steps below.
1. Open File Explorer on Windows
3. Go to C: drive
4. Go to Users folder
5. Open your profile/user folder
6. Go to the AppData folder
7. Go to the Local folder
8. Go to the Thomson Reuters folder
9. Go to the Eikon User folder
10. Delete the Cache folder.
11. Restart Xenith
After that, opening Thompson Reuters Excel and going online from offline mode by logging in started retrieving the real-time data in Xenith Excel-based tools.