My login stays loading in new platform

[rubenahg]

Let me start by saying that I waited 4 hours for a Chat, just to be treated rudely, and have my chat ended without even saying good buy. Please train better your support reps, this is unbelievable.

That being said, my NT new platform just says loading and never loads when I am trying to sign in.

I am adding a screenshot and my logs and trace folders.

Hopefully you are more helpful than the chat person...

[KonstantinosNT]

Hello rubenahg

I would suggest against making your Log & Trace folders public, as they could contain some sensitive private data of yours.
Those files are normally only sent to Support via email when asked from a NinjaTrader representative.

[NinjaTrader_JustinD]

Hello rubenahg,

Thank you for using NinjaTrader.


We apologize for any inconvenience on the live chat function you experienced. Please keep in mind that the chat will timeout automatically after a few minutes of inactivity.

Please write to [email protected] along with your log and trace files and a link to this forum post. In your response, please also include 'ATTN Justin' in the subject line so it arrives in my inbox. Please do not upload these files to the forums as they may include personal information and will be removed.

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 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.

Thank you in advance for these files. I look forward to assisting you further.