License Issues Upgrading from NT7 to NT8

[trader_rick]

Hi,

I've installed NT8 for the first time and on a new machine.

When I go to the page where I import my license key (I have a lifetime license), I get the following message;

"The license key you entered could not be imported. Please contact support".

I'm 100% sure the license key is correct as I've used it before.

Any ideas?

[NinjaTrader_Manfred]

Hello trader_rick

Thank you very much for your post.

Please contact us via email at support (at) ninjatrader (dot) com with the license key that fails to import.

Please also let us know the account name you would like it to be associated with, we can then assist from our end.

Thank you in advance, I look forward to your email!

[trader_rick]

Hello Manfred,

I am not getting any joy. I have been in touch with support via email but they have failed to resolve my problem and have now stopped responding. My problem is twofold;

1. I cannot log into my dashboard. Although my log in and password are accepted, it takes me straight to the Get Started page. At this stage I just want to do R&D before I open up an account and so I select the option 'Not ready for live trading?'. This takes me to the 'Tell us a bit about yourself' page. I have filled this page in many times but it then gives me a bizarre message saying real-time data is required to trade this contract (??). The message then disappears and the 'Continue' button is greyed out, not allowing me to go further. I'm told that I can't access the dashboard because I haven't completed entering my details but the website won't let me complete entering my details!

2. I just want to enable my Kinetick real-time data feed. To do that I was told that I need to select 'Multibroker' in Options and then the 'configure' option will appear under 'Connections'. When I did this and restarted, I can no longer get into NT desktop. I get a message saying 'An error occurred whilst sending the request.' I've tried re-installing NT but to no avail.

Please help. It's been a few days now since I installed the software and I'm still unable to use it. I've been a customer for many years and my experience with support has always been very good until now.

Regards,

Rick

[NinjaTrader_Manfred]

Hello trader_rick,

Thank you very much for your reply.

I can only apologize for the issues you've encountered. Could you please let me know the current case number?

My suggestion would be to schedule a remote support call with you tomorrow; this would allow one of our technicians to take a closer look at these errors in person and what might be causing them.

I can send you the scheduling information as soon as I have the case number; Alternatively, please don't hesitate to ask for a remote support session in your email, we are always happy to assist.

Thank you in advance, I look forward to your reply!

[trader_rick]

Hi Manfred,

Thank you for your prompt response.

The case number is #03917629.

I've since been contacted by support offering a phone call. Hopefully they will do so tomorrow.

Thanks once again,

Rick