Chart not showing live data

[Brad35817]

Hi, just accessed my live account for the first time although my charts are not moving. I am in Australia and its 2pm, should they be moving or is something wrong with my setup? any help would be appreciated.

Thanks

[NinjaTrader_Clayton]

Hello Brad35817,

Thank you for the note.

As there are a few different things that could result in your charts not moving, could you please use one of the methods below to send us your diagnostic files so that we may look into what is causing your charts not to load in?


Automatically:

• Within NinjaTrader, go to the Control Center > Help > Mail to platform support...
• Input your email address
• Enter the Subject as: 2835358 Attn Clayton
• Make sure 'Log and Trace files' is checked to include the requested files
• Send the email

Manually:

• Open the file explorer and go to your "Documents" (sometimes called, "My Documents") folder > NinjaTrader folder
• Single-click the 'log' folder to highlight it and then right-click > Send To > Compressed (zipped) Folder
• Now do the same thing for the 'trace' folder
• Once compressed, attach the compressed files to an email to PlatformSupport[AT]NinjaTrader[DOT]com with the respective @ and . instead of the words.
• Once complete, you may delete this compressed folder

Please follow along with this video if you need some help: Click here for a demonstration of both methods