NT Chart UI freeze when working with IB TWS

[tanas.eduard]

Good afternoon. This is the second time I have encountered a problem with NT.
Several charts are open and strategies are started on them. All strategies work through connection to IB TWS. Quotes through Keenetic. In one of the strategies a Trail position was enabled. The strategy sent a change order and after that the Chart window froze. It was impossible to click on any control in the Chart window, including the TAB with another tool. All strategies don't work after this and all positions that worked with another strategy are not working. All freeze. All open poison by other strategies was unprotected because the core did not work.
NT logs and a short video attached.

Please help me understand why this happens. According to the logs of the strategy itself, it initiated a change order, but the event OnOrderUpdate did not happen and everything froze.

Small video - https://drive.google.com/file/d/1kkP...ew?usp=sharing

[NinjaTrader_ChrisL]

Hello, thanks for writing in. I removed the log and trace attachments as they can contain some personal information that you may not want to share on a public forum. There are two things you should address first: 1. You are running an older version of NinjaTrader 2. Ensure you are running the supported version of TWS, you must run the supported stable version and not the latest stable version. You can download this here:

https://support.ninjatrader.com/s/ar...language=en_US (TWS 10.19.1k)

The new version of NinjaTrader requires you to create an account and use the same credentials to log into the platform.

To update to the latest version of NinjaTrader Desktop please follow the steps below.

- Login into the NinjaTrader Account Dashboard (https://account.ninjatrader.com/)
- Click "Download" in the bottom left-hand corner of the sidebar
- Next select "Download" in the "Most Recent Release" Window in the main screen
- Once the installation had downloaded, ensure any previous version of NinjaTrader is closed before running the installation package.
- Note: You may need to locate this in your "Downloads" folder in a Windows File Explorer

After the installation package is completed you will be able to log into NinjaTrader Desktop with the connection guide linked below.

(https://support.ninjatrader.com/s/ar...language=en_US)

Important:
After you install the newest version and log in to the desktop platform, go to Tools>Options>enable "Multi Provider" to connect to Interactive Brokers.

If you continue to see an issue after confirming all this is correct, you will need to test in a clean NinjaTrader user environment:

To create a clean environment:

Close all running applications.

Navigate to your Documents folder > Right-click on the 'NinjaTrader 8' folder > Rename > rename the folder to 'NinjaTrader 8 OLD'. DO NOT delete this folder.

Uninstall NinjaTrader within Windows Control Panel.

Navigate to C:\ > Program File (x86) > Delete the 'NinjaTrader 8' folder if it exists

Reboot your PC.

Once these steps are completed, download and install NT8 from the link below:

https://account.ninjatrader.com/ (Click "Download" in the bottom left-hand corner of the sidebar after logging in)

This will generate a brand new "NinjaTrader 8" folder in the Documents. This is where all your user data is stored, just uninstalling from the Control Panel will not modify this folder. To revert back to your old installation, rename "NinjaTrader 8" to "NinjaTrader 8PREV" and rename "NinjaTrader 8OLD" back to "NinjaTrader 8" NinjaTrader looks for a folder called "NinjaTrader 8" in the documents to operate. Test your strategy in the clean environment.

[tanas.eduard]

I catch this problem before you release new Ninja. At time when first catched it was last stable release of ninja. And i think that problem in IB connector because last message from IB to NT was not delivered and NT freeze. How can diagnose where is real problem, because this problem was catches by me and QA team early, but don't have any exception inside strategy or NT.

[NinjaTrader_ChrisL]

Hello, thanks for the follow up. I will need you to confirm everything you have done according to my first post.

1. Update to the latest version of NinjaTrader.
2. Confirm you are running TWS version 10.19.1k
3. If you continue to get this unexpected behavior, what do you get when you test in a clean environment?

[tanas.eduard]

Hello, thanks for the follow up.
1 - NT Version 8.0.27 - we update later.
2 - TWS version is 10.19.1k.
3 - We reinstall Ninja and OS several times. This problem cannot be predicted and it occurs randomly every few weeks. Reinstalling OS/TWS/NT did not help to get rid of it, even tried on different hardware configurations.
What can we do to get more detailed information from the system in the future to diagnose the cause of this behavior?

[NinjaTrader_ChrisL]

Hi, thanks for the follow up. For the re-installation procedure, there is a difference between only reinstalling and creating a completely new NinjaTrader 8 folder in the Documents. When you only re-install, you are keeping all of the data in the Documents\NinjaTrader 8 folder, which might be where the issue is coming from due to addons/corruption. The procedure above details how to create this clean environment.

For error reporting: You can check the Trace files for any errors, though I saw no errors in the files that you posted. You can also check the "Windows Event Viewer" for application errors, this may give some more information. Please also make sure you disable any antivirus and file-backup softwares running on your PC.

[tanas.eduard]

Thank you, we'll keep an eye out.