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License Server Communication to Desktop Client

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    License Server Communication to Desktop Client

    Hello,

    I haven't been able to find a resolution to the problem described below during my multiple interactions with a first level representative from the platform support team. So, I would like to ask here whether anyone has experienced anything similar and whether they found a resolution for it.

    I have a lifetime license and the permissions associated with it are not being passed correctly to the desktop client when logging in.

    As per images:

    1) The account portal does correctly show Order Flow + and Multi Broker being associated with the account.

    2) The About screen from NT desktop shows Multi Broker - but does NOT show Order Flow +.

    3) Attempting to load a weekly volume profile onto a daily chart using the Kinetick End of Day feed generates an error message indicating that Order Flow + needs to be added to the account.

    This problem presents itself when logging in on two different computers, with two different machine IDs, on two different networks, in two different countries (the second being accessed via remote access). Such would suggest that it is neither a client nor a network issue.

    The user account was recently replaced by platform support, and the license was then associated with the new account, as part of attempting to resolve this issue. Immediately following this step, the Order Flow+ permissions were being communicated correctly to desktop client. However, the problem has now appeared again, a few days later.

    #2
    Hello cordoba ​,

    Thank you for your post.

    From what you describe, you most likely have an ongoing case wtih support.

    As this case would involve reviewing NinjaTrader login info, I would advise you write into [email protected] for a further investigation.

    Or if you have an existing case number, please let me know so I can add to the open investigation.

    Let us know if you have any other NinjaTrader questions.
    Erick P.NinjaTrader Customer Service

    Comment


      #3
      Hello Erick,

      The case number is: .#04442363. As I mentioned, a solution hasn't been found over the course of many exchanges with Platform Support. This is why I needed to resort to soliciting input via the forum. There are two separate but potentially related components to the case. The first is that which is described in my original post. The second is the inability to connect to a third-party broker. If the Platform Support team would like to assign an alternative specialist to the case, then perhaps there might be potential for the already available information to be adequately reviewed, and appropriate investigation could then be commenced.

      Comment


        #4
        Hello cordoba ​,

        Thank you for informing me.

        I have taken a look with the case number you have provided.

        Please restart your NT8 platform and login as you have been, and you should now also see Order Flow enabled.

        For your continued issues with your chart loading, I highly recommend you reply back to the original case/email as I am seeing the last correspondence did request more information from you and your platform needed for their investigation.

        Please let us know if you have any other questions.
        Erick P.NinjaTrader Customer Service

        Comment

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