NinjaTrader giving false information, false data

[leonardomocci]

I'm currently trading MES and my NT version is 8.1.3.0 64-bit.
The problem started on May 6th, it kept happening on May 7th (yesterday) so I didn't trade and I'm afraid that today it is still going on.
NinjaTrader is showing me fake volume, basically in the form of volume spikes in price that doesn't actually exist.

On Monday (may 6th), I had a considerable loss because I entered a position based on a false information on volume that Ninja gave me. I noticed that there was something strange with price, I have been trading for years and that was a strange behavior. Suddenly, NT crashed and after opening it again the volume was different. The first thing I did was to grab my cellphone to have video proof.
Filming the screen, the same thing happened again: it showed a fake volume spike. After reloading the program, it disappeared. I have 3 videos from Monday proving this strange behavior.
I got help from NT assistance, send an email to them with the log info etc., as informed, it has been 3 days and it is not resolved. I trade for a living so you can imagine how stressful this is getting.

The emails I get are vague, as though I have the same two questions since the problem started: 1. Will I get refunded on my loss because of this proven platform error; and 2. Can we fix this so I continue operating on NT, and if so, how?

They don't answer the questions, and it is taking a long time to get a conversation, that's why I'm opening the issue to discussion here. Basically, what I have been told is: "NinjaTrader generates chart bars using the data supplied by your data supplier. There are several factors in the bar building process that can influence how bars are constructed. This intesifies if you disconnect and reconnect, or 'reload all historical data'. How Bars are Built can give you a bit more clarification. In this scenario, we recommend that you sync your PC clock to ensure that trades fall into the correct bars."

I read the article, and it doesn't seem to be the problem. The volume data is not on a different bar, it is just a false volume information that never existed in the first place. About the PC clock, I have been using Ninja for months on the same clock configuration and there wasn't issues.

All I want is for support to answer my questions so I can work again. It's just crazy.
They have my log files and the videos to prove the problem. It seems I can't attach it all here because it exceeds the limit size for the post, so I'll leave you with two screenshots from Tuesday proving the problem is still happening, one before and one after reloading NT.

[NinjaTrader_Clayton]

Hello leonardomocci,

Thank you for writing in.

Since you already have an ongoing email thread directly with our support team, please continue working with them there over email.

• We do not want two different people working on the same underlying question with one user. We are a very small team.
• Additionally, we are able to share private information along with log and trace files in our direct correspondence.

To reaffirm:

• NinjaTrader displays the data as it is sent to the platform.
• It is recommended to synchronize your PC's time clock as that is what is used to timestamp the real-time data while the historical data uses the server's timestamps.
  • If your PC isn't in line, that can cause the data to reload differently
• It isn't unexpected for Real-time data to be reported by the provider differently than the Historical data was
  • There could be different kinds of filtering applied to the two
  • Or, one could be using non qualifying last trades while the other one isn't

Click here for more information on why the data could be different between real-time and historical or different providers
Click here for more information on why a chart can look different after reloading the historical data.


From here, it would be recommended to continue your correspondence with NinjaTrader Support directly.

Please let us know if we may provide any further assistance.