An account assigned to this login is not a Ninjatrader account (Forex.com/CityIndex)

[kevinenergy]

I am unable to access my live CityIndex account today. I am receiving the following error with version 8.0.28.0



With version 8.1.1.7 I'm able to connect but can only see the Sim101 account.

I've been using this account with Ninjatrader for many years so this is definitely a Ninjatrader account. I'm not sure what's happened today. Is there a known issue with Forex.com/CityIndex today? Please advise.

[kevinenergy]

CityIndex confirms that my account is set up as a Ninjatrader account. Please advise.

[NinjaTrader_Spencer]

Hello kevinenergy,

Thank you for your post.

Please follow the steps below to manually send your log and trace files so I may investigate this matter further.

• Open the Windows File Explorer (hotkey = Windows key + E) Then navigate to, "Documents" > 'NinjaTrader 8' folder
• Right-click on the 'log' and 'trace' folders and select Send To> Compressed (zipped) Folder.
• Send the 2 compressed folders as attachments to an email to support [AT] ninjatrader [DOT] com
  • Please include 'ATTN Spencer' in the Subject line and a link to this forum post in the body of the email
• Once complete, you can delete these compressed folders.

Thanks in advance; I look forward to resolving this item.

[reach4thelasers]

I am also experiencing this issue. I have not been able to access my account since yesterday. I have investigated this with my StoneX account manager and she is adamant that its not an issue with my account and the problem is with Ninjatrader.

Is there any update on this?

[NinjaTrader_Spencer]

Hello reach4thelasers,

Thank you for your post.

Currently this is being investigated by our Development Team.

We will follow up with any updates as they becomes available.

Thank you for your patience.

[reach4thelasers]

Hi Spencer.

Thanks for the update. I am trying to be patient, but traders being unable to access their trading accounts for 2 days straight is a very high-impact problem for those affected.
Can you assure us that this is being investigated by the development team with High Priority? People need to use Ninjatrader to earn a living.

Please make sure the development team are aware of the impact this is causing and ensure this is escalated.
I'm a bit concerned that this is sitting in some developer's To-do list alongside minor bug fixes.

The issue arose pretty much overnight at the weekend surely its a simple fix to revert whatever was done?

[NinjaTrader_Spencer]

Hello reach4thelasers,

Thank you for your post.

Our Development Team is working as fast as possible and is still investigating this item and, unfortunately, is not slated for the upcoming release.

In the meantime we would recommend using Forex.com.

We apologize for any inconvenience.

[reach4thelasers]

and, unfortunately, is not slated for the upcoming release.

What do you mean its not slated for the upcoming release? This issue is not a Platform bug, so I would not expect it to be in a release.

Do you understand that I was using this trading account last week? Something happened over the weekend that caused me unable to connect to my account on Monday morning. This is more likely to be a server-side or data issue. Somebody changed something on the infrastructure/data side at the weekend and now we cannot connect. That change needs to be identified and reverted.

And unfortunately I can't just use Forex.com. I've spent years writing code and strategies that only work with Ninjatrader.