charts not loading

[twinspark]

Hello,

My charts in NT8 are not loading, I am having this problem for several days now. I did sent a request in the NT8 control center and did sent the platform log/trace files.

So please advice .

[NinjaTrader_Clayton]

Hello twinspark,

Thank you for the message.

If you have already sent an email to Support, it would be best to keep working with them there as having the log and trace files will provide additional information on this matter.


For any users who come across this Forum Post, this behavior can come from a variety of things:

• Please restart your Modem, Router, and PC and then reopen NinjaTrader and check if the charts load in
• Please make sure you are connected to your live account and see the Green circle next to the Connection in the Connections menu
• Please make sure that your account is enabled for real-time market data on the instruments you are trying to chart and trade
• Please make sure you are looking at the most recent/current contract if looking at a futures instrument like the ES 03-23 or CL 03-23

If you have done all of these and the chart is still not loading, please perform the following test:

• Go to the Control Center > New > Chart
• Select the ES 03-23
• Make it a 1-minute chart
• Set the 'Days to load' to 5
• Make sure 'Template' in the top-right corner is set to < None >
• Set the Time frame > Trading hours > To "Default 24x7"
• Click OK to make the chart

• Does this chart load in as expected?
• Is this chart moving?
• If you open the Chart Trader panel, does it show values for the Ask and Bid quotes or just 0's?

• If this chart is working as expected, how is it different from the other ones?

If the Test chart did not load in or isn't moving, please take a screenshot of the entire chart and include it in your response.

• If you are unsure of how to take a screenshot, I recommend using the Windows Snipping tool.

• Click on the Windows Icon at the bottom of your screen and type the word "Snip"
• Click on the Snipping tool, click New, then click and drag around the area you want to screenshot
• Click File > Save As > Save the screenshot where you can find it
• Please click here for a video demonstration

Please let us know if we may provide any further assistance.

[twinspark]

Clayton.

I did sent an email to support twice, but no reaction untill now, so I'll add the screenshot here.

[NinjaTrader_Clayton]

Hello twinspark,

Thank you for the message.

If you are writing in with the same email address as the one you signed up for the online forum with, I am not seeing your messages within our system.

Please email us at Support [AT] NinjaTrader [DOT] com with the respective @ and .

• In your message please include a link to this forum thread and a message 'ATTN Clayton'.

Additionally, please follow the steps below to manually attach your log and trace files to your response so I may investigate this matter further.

• Open your NinjaTrader folder under My Documents.
• 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.
  • How to manually send your log and trace files for NinjaTrader 8

We look forward to your response and resolving your inquiry.

[twinspark]

Clayton,

I just send the log and trace files to the support desk with link and subject 'ATTN Clayton'

Thank you in advance.

[RJay]

When this happens to me, its usually the workspace or indicator I'm using has become corrupted. With NT closed, go to the workspace folder and delete or move the workspace you are currently loading to your desktop. Try starting NT. If that does not do it, you will need to manually delete just all folders in the db directory and try to start NT again.

[twinspark]

After checking the NT8 forum I changed TWS to version TWS 10.19.1c and now everything works fine again.