Locked account by "Simulation" connection

[jcgutmon]

Yesterday, I mistakenly clicked on the "Simulation" connection tab instead of the "Simulated Data Feed" tab and then automatically a pop-up window appeared with the message "Simulation: Your account has been blocked, please contact support at 1 (312) 262-1250 (Login failed.) I contacted Ninjatrader support and they told me I needed to schedule a phone call with them. I honestly think this issue is a bug in the latest version of Ninjatrader 8 (8.1. 2.0).I had the "Multi-provider" option activated in Tools/Options.

Has the same thing happened to anyone else?

[davethedave]

I nearly have the same problem. I normally reset my PC after market close on Fridays. I did so this time and i wasn't able to login anymore. I also have multi provider on and I'm using the the same version. What sucks is that, Its the weekend. No support! I must wait until Monday. I cannot fund, withdraw or see my balance sheet.. Primarily, I use this time to study but with this version, it is impossible, doesn't even load. NO playback, nothing. I purchased a lifetime license and i still cannot access even the most basic features. The icing on the cake is that i DID NOT receive an email or a call to make me aware that there was an issue.This is not responsible or professional. If my account was hacked or i committed a violation or some kind, a simple email could explain it all. Ninja, This is basic customer service. and yes I'm venting and upset.

[NinjaTrader_Jason]

Hello davethedave,

Can you please follow the steps below to manually attach your log and trace files in an email, so I may investigate why NinjaTrader Desktop does not start for you.

• Open the Windows File Explorer (hotkey = Windows key + E). Then navigate to the "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 in an email to "platformsupport[at]ninjatrader[dot]com"
• Put 'Att Jason, 04135792' in the subject field of your email
• Once complete, you can delete these compressed folders

[jcgutmon]

Second time in less than one month my account has been loocked for no reason. Ninjatrader 8 update (8.1. 2.0) is a total disaster.

[jcgutmon]

Hello davethedave,

Can you please follow the steps below to manually attach your log and trace files in an email, so I may investigate why NinjaTrader Desktop does not start for you.

• Open the Windows File Explorer (hotkey = Windows key + E). Then navigate to the "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 in an email to "platformsupport[at]ninjatrader[dot]com"
• Put 'Att Jason, 04135792' in the subject field of your email
• Once complete, you can delete these compressed folders

This time I did not click on "Simulation" connection, I have only closed NT8 platform and when I´ve tried to open it again my account has been locked automatically. I have no access to the log because my account is... locked.

[NinjaTrader_DrewO]

Hello,

Thanks for your reply posts.


I would recommend anyone experiencing this behavior to please reach out to our Support Team for further investigation at Support [AT] NinjaTrader [DOT] com.