computer restarted now ninjatrader8 will not load ?

[fredfred]

Hi

While NinjaTrader was working my computer restarted for some reason, and now will not restart with an unhandled exception .... Hexadecimal o x oo invalid character line 1 character 1position 1 or something, it disappeared before I could read all of it.

This happens as it is trying to load the custom assembly, chimes and then crashes.

I reinstalled Ninjatrader 8, restarted the computer and the same thing happens.

Does this mean I have lost everything? is there a way back?

Thanks

[NinjaTrader_PatrickG]

We will not have enough information to troubleshoot this issue without more specific error information. With that said, it is very unlikely that this has caused a removal of all of your NinjaTrader customized files and settings. This information needed to move forward is likely in your NinjaTrader log and trace files, however, you should not share those files publicly.

Please contact us via email at PlatformSupport[AT]NinjaTrader[DOT]com. In this message, include a link to this forum thread and "2037105 ATTN Patrick G". Please also follow the steps below to manually attach your log and trace files to your email so I may investigate this matter further.

• Open Windows File Explorer (hotkey = Windows key + E) Then navigate to Documents > 'NinjaTrader 8' folder
• Right click on the 'log' and 'trace' folders and select Send To> Compressed (zipped) Folder.
• Send the 2 compressed folders as attachments to this email.
• Once complete, you can delete these compressed folders.

[fredfred]

HI Patrick

The email keeps coming back? trying to resend would you let me know if you have my email please ?

[NinjaTrader_PatrickG]

Make sure you remember to replace [AT] and [DOT] with "@" and ".". We don't write the email address with those symbols so we can try to mitigate spam.

If that still doesn't work, try sending the email without any attachments.

Finally, you can use our website to generate a support ticket:

https://ninjatrader.com/Help

[fredfred]

I think they went off OK this time as I sent them individually so you should have 2 emails

Thanks

[NinjaTrader_PatrickG]

We were able to resolve this issue via email. I am putting the steps here for other's reference:

• Shut down NinjaTrader 8
• Navigate to Documents\NinjaTrader 8\'log' folder
• Delete the 'Install.XML' file