I've always been loyal to Ninja, but this is unacceptable

[laocoon]

Guys, I've been a loyal and happy Ninja customer for over 10 years now, but the situation with V.18 is totally unacceptable. I tried to upgrade on Friday at 18 CET but that didn't work so I contacted support and was sent a link for the direct download of the application. Once installed, I couldn't connect so I contacted Mirus.They told me that it was a known issue (my error message read: Invalid Authentication: Unable to connect") and that it would be fixed within a couple of hours. Now it is Monday morning and I still can't connect.

I've been in touch with a few trading buddies who all use Ninja and they all have issues. Some can't connect, some don't get the right data (mainly for the FDAX), some get frequent disconnects, etc...

In the past there always was the possibility to downgrade to the prior version when the most recent version had issues, but this isn't the case here so I'm basically sitting in the office staring at the walls and waiting for this situation to get solved. This is really unacceptable!

[Nikolaus]

I also upgraded to new Version. Same problems here: wrong FDAX and many CONNECTION LOST.

[pakricard]

I had the same problem. Just created a new connection and... i've got connected.

Anyway it was useless as I'm receiving wrong market data FDAX data received is times 10 real data.

[laocoon]

Here we go again: I just hung up with Mirus and they told me that there's nothing they can do until 1400 CET because that's when their IT support opens. This means that I'll lose at least half of my trading day, probably even more. Again, this is just NOT acceptable.

[NinjaTrader_Jason]

Hello loacoon,

I have escalated your case to our director of customer service. He is not in the office yet, but will be later this morning.

As per the FDAX 03-14, I am able to reproduce the issue on my end as well. Unfortunately, prices are multiplied by 10 for today. I have reported to issue to management. Once there is news regarding the matter, I will let you know.

[NinjaTrader_Jason]

I receive realtime data correctly again for the FDAX after restarting NinjaTrader. Can you please restart NinjaTrader as well and check if you receive realtime data as expected.

Unfortunately historical data is still reported multiplied by 10.

[Nikolaus]

An other Problem in FDAX: the 1 Minute Chart is working but the 10 Minute Chart not.

[NinjaTrader_Jason]

Hello Nikolaus,

Please try to avoid sending the same message twice.

Does it make a difference if you right click in the 10 minute chart and select 'Reload All Historical Data'? If not, please create a brand new FDAX 03-14 10 minute chart and check again.

If the issue remains, please clarify what exactly is not working.

[laocoon]

Hello loacoon,

I have escalated your case to our director of customer service. He is not in the office yet, but will be later this morning.

Thanks Jason. It would really help if Ninja/Mirus had a 24h IT Helpdesk, at least during critical upgrades such as this one. The status quo is that European customers are unable to get issues like this one solved before Mirus IT is available at 1400 CET. What's more, I would already be happy if I could downgrade to the prior version but unfortunately this isn't an option here.

[laocoon]

Judging by the number of posts / threads in the forum I think it is safe to say that V.18 is unusable at this point. So, the only logical conclusion is the following: do whatever it takes to make V.17 available again ASAP, as most (all) Ninja & Zen users are currently being held hostage.

This is an extremely frustrating way to end the year and not very reassuring going forward.
How can such a mess even happen?

[Jurase]

I totally agree.

[willehm]

It's not clear whether this is a NT or Zen-Fire (or both) problem, but I agree that it is completely unacceptable for a planned upgrade to cause this disruption.

[blokeinhk]

Judging by the number of posts / threads in the forum I think it is safe to say that V.18 is unusable at this point. So, the only logical conclusion is the following: do whatever it takes to make V.17 available again ASAP, as most (all) Ninja & Zen users are currently being held hostage.

This is an extremely frustrating way to end the year and not very reassuring going forward.
How can such a mess even happen?

I'm sure the Ninja support guys are doing their best to help everyone today, however it really must be said that this v.18 "upgrade" is an absolute dog's breakfast. I've never known such a shoddy piece of junk from Ninja before. Like so many others here, I couldn't login all weekend, or this morning, but then once I could login so much is wrong - bad Dax data, bad TF data, Level II not working properly, charts not updating, persistent disconnects and general platform instability. This is not something I want to trade with. PLEASE let us revert to prior version while you sort this out.

[Instamess]

I have no complaints about the support staff, they do an incredible job and are always patient and helpful.

But someone higher up should take the rap for this. Version 18 has more holes than a golf course.

[laocoon]

It gets even better: just hung up with Mirus, it seems like they're having a new connection issue. The guy told me they're so busy right now they can't accept any new calls and I should call back later.

This means that I've lost a full trading day so far.