Playback account balance not updating when reset

[love2code2trade]

i have to update my simulation account balance from the website because i dont have multiprovider option selected and therefore cannot edit the account balance through the desktop application through the context menu in the accounts tab of the control center. when i update the balance from the website, the simulation account is updated upon restarting the desktop application. however, the playback connection does not update as the account balance should mirror the simulation account balance. Any thoughts on how to get the balance to propagate appropriately? thanks.

[NinjaTrader_Manfred]

Hello love2code2trade,

Thank you very much for your post.

The Playback account is not directly associated with the Sim101 and Demo accounts and should reset upon closing and reopening the playback connection.

If this fails, please send me your log & trace files and I can best assist you further.

You can do this by going to the Control Center -> Help -> Email Support

Please select "Platform Technical Support" as the recipient and enter a brief "ATTN Manfred" note in the message.

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

[love2code2trade]

Manfred,
I have sent an email via NT8 as you directed with the attached log file you asked for but I dont know how to get a trace file. Your help is much appreciated. Thanks!

[NinjaTrader_Manfred]

Hello love2code2trade,

Thank you very much for your reply!

Looking at the log files, it seems the NinjaTrader version itself is the culprit. This version would no longer be able to access our servers.

To update NinjaTrader, please visit the link below for steps on how to update to the latest version of NinjaTrader Desktop.

Note: Updating NinjaTrader Desktop will not affect any custom configurations, workspaces, or add-ons.

https://support.ninjatrader.com/s/article/How-Do-I-Download-Latest-Version-NinjaTrader?language=en_US

I have also removed the log file from your post, as some of the information therein could be personal (such as the account number).

Please don't hesitate to let me know, should you still encounter any issues when using our current NinjaTrader version!

[love2code2trade]

I installed the latest version, 8.1.1.7 and the issue persists. Any thoughts?

[NinjaTrader_Manfred]

Hello love2code2trade,

Thank you very much for your reply.

Could you contact us through the platform in this regard? I'd like to take a closer look at any remaining errors that are being reported in your log & trace files.

You can do this by going to the Control Center -> Help -> Email Support

Please select "Platform Technical Support" as the recipient and enter a brief "ATTN Manfred" note in the message.

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

[love2code2trade]

what do you need me to send, i dont quite understand?

[NinjaTrader_Manfred]

Hello love2code2trade,

I was looking for your log & trace files, as we would have to take a closer look at these files to assess why the issue still occurs.

To send us these files, please launch NinjaTrader Desktop, click on Help > Email Support, select "Platform Technical Support" as the recipient, and enter a brief "Attn Manfred" message in it.

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

[love2code2trade]

Manfred,
I have sent an email via NT8 as you directed with the attached log file. Your help is much appreciated. Thanks!

[love2code2trade]

Hi Manfred,
Did you get my last email through the NT8 platform?

[NinjaTrader_Manfred]

Hello love2code2trade,

Thank you very much for your reply.

I was not able to find any open cases in this regard. Is it possible the reply might have been caught in your spam filter?

If you are not able to find a response from us, please send me a quick note at support (at) ninjatrader (dot) com, I can then take a closer look at why you haven't heard back yet.

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