Ongoing Issue with Missing Data After Logg Off and Back On

[Scalper1969]

Hello Support,

I’ve been experiencing an ongoing issue where, after logging off and back on, today’s data consistently fails to load correctly. As you can see in the attached screenshot, the circled gap shows where today's data is missing, and this happens every time I log off and log back in.

While the previous day’s data loads fine, today’s data never appears after logging back in. This issue has been persistent for a while, and I suspect it might be related to my computer crashing earlier, but it continues even after normal restarts.

Could you please assist with resolving this and ensuring the data loads correctly?

Thank you for your help.

Scalp
​

[NinjaTrader_Erick]

Hello Scalper1969 ,

Thank you for reaching out.

Generally, when we see the behavior you describe, it is because the user's PC clock is out of sync.

Before proceeding with more troubleshooting, let's synchronize the PC clock to see if the problem persists afterwards.


You may use the steps below to sync your PC's internal clock that NinjaTrader's Charts use for its timestamps.

• Shutdown NinjaTrader
• Right-click on the clock in the lower-right corner of your desktop
• Select "Adjust date and time"

For Windows 10, select 'Date, Time, and regional formatting' > 'Additional date, time, and regional settings' > 'Set the time and date'

• Select the 'Internet Time' tab at the top
• Set the server to time.nist.gov and click "Update".
• If the message that appears says successful your PC clock should now be updated.
• If not, select a different server from the Server: drop-down and try again (repeat until one of the servers is successful)

For Windows 11, select Sync Now under Additional Settings. We would also recommend enabling your computer to set the time and the time zone automatically if they are not already enabled.
After updating the PC clock, reopen NinjaTrader, then right-click in the Chart and select "Reload All Historical Data".

The data should fill in. Now, if you restart, I expect the same data fills in and once you connect, live data should start at that point.

Please let us know if we can be of further assistance or if you continue to experience this behavior.

[Scalper1969]

have done that as requested, set the time, and restarted the computer. I did everything, but it's still the same, as you can see from the chart.

[NinjaTrader_Erick]

Hello Scalper1969 ,

Thank you very much for your message.

In this case, please try testing your platform in Safe Mode to verify if this behavior is being caused by a 3rd-party add-on or isolated to the last active workspace, using the steps below.

Safe Mode will prevent NinjaTrader from:

• Loading workspaces and connecting on start-up.
• Loading custom assemblies (i.e. 3rd-party add-ons and NinjaScripts)
• Getting instrument updates from the server

To enable Safe Mode, you can use the following steps:

• Shut down NinjaTrader.
• Click on the Windows Start Button
• Search for and Launch NinjaTrader (Safe Mode)
• You may then verify you are in Safe Mode by going to Help -> About.

Once you have opened the platform in Safe Mode:

• Reconnect to your Data Provider
• Please open a new chart with no custom bar types/indicators/templates and test for issues.
• Does the data load with gaps still?

Does the behavior persist on this blank Workspace in Safe Mode?

• If not, please try opening your previous workspace by going to the Control Center > Workspaces drop-down. It may already show as being open. Hit 'close' and do not save and then re-open it again for your windows to re-appear. You will notice that no 3rd-party add-ons are running in Safe Mode.

Does the behavior return on your regular Workspace in Safe Mode?

• If not, restart NinjaTrader, and test for the behavior on your Workspace normally once more with your 3rd-party add-ons available. If this reintroduces issues, I suggest rebuilding your workspace, adding 1 add-on at a time.
• Please keep track of what add-ons you add back in to identify the cause of the behavior if it returns.

If it does not return, it indicates the error was isolated only to your other Workspace. I also suggest making a backup of your workspace so we can restore a working version of it if the issue returns. You will want to keep this backup file on an external hard drive or uploaded to a cloud drive such as Google Drive, Dropbox, or OneDrive.


To create a backup, go to the Control Center > Tools > Export > Backup File. Additional information about backups may be read in our Help Guide linked below.

• NinjaTrader 8 Help Guide — Backup and Restore

Please let me know the results of this test. I look forward to your response.

[Scalper1969]

Thanks, Eric, I will try that. For your information, the chart is attached. You can see two screens: one is a tick chart, and the other is a 5-minute chart. The tick chart is fine, all the data is there, but not on the minute chart. I will try what you have recommended and see if that works. Thanks, I appreciate it

[Scalper1969]

OK, I have done all the steps you advised, but the issue is still the same with a blank chart, no workspace, and even with an open workspace. The problem persists. Please advise, as I have followed all the steps and it's still not resolved.
​

[NinjaTrader_Erick]

Hello Scalper1969 ,

Thank you for your message.

What data provider are you connected to? And are you sure the account is enabled for live data?

Do you have another data provider to test with?

If you are still seeing gaps in data:

If you are seeing gaps in data:

Please go to Tools-> Options -> Market Data-> under Global Merge Policy, select "Merge adjusted/Merge back adjusted".

Apply the change, then go back to your chart, right click on your chart and select the option that says "Reload all historical data".

If this does not work, additionally :

Clear old historical and cache data by doing the following:

- Shut down NinjaTrader 8

- Go to the 'Documents/NinjaTrader 8/db' folder of your computer

- Delete the files inside the 'cache', 'day', 'minute', and 'tick' folders.

- Important: Do not remove any other files inside the NinjaTrader 8 Documents folder.

-Restart your PC

When you restart NinjaTrader 8, you may notice a slightly longer initial load time as all of your historical chart data is re-downloaded, but your overall performance should be better.

Please let us know if we can be of further assistance or if you continue to experience this behavior.

[Scalper1969]

Im using interactivebrokers and will deo what tyou requst and see what happens thansk

[Scalper1969]

Okay, I followed all the steps but I'm still having the same issue. I'm using Interactive Brokers and may need to test another provider for the data to see if the issue is with NinjaTrader or Interactive Brokers. Please advise.

[NinjaTrader_Erick]

Hello Scalper1969 ,

Thank you for your message.

Please send in your log and trace files so that we may look more into what may be occurring.

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

Make sure to categorize your request at the top.

Ensure 'Log and Trace Files' is checked will include these files. This is checked by default.

If you could also provide the screenshot of the gaps you are seeing, that would be appreciated.

Thanks in advance, we look forward to helping resolve this issue for you.

[Scalper1969]

Thansk Erci will do

[Scalper1969]

I ve been trying to send the log and trace files through the usual method, but I keep encountering an error. Unfortunately, I haven't been able to resolve it despite multiple attempts.

Could you provide instructions on how to manually locate and send the files? Once I have the details, I will send them over manually.

Thank you for your help!
​

[NinjaTrader_Erick]

Hello Scalper1969,

Thank you for your message.

Getting an error when sending an email from the platform is generally caused when NinjaTrader is unable to communicate with the email servers due to it being blocked by another program, or there is an issue in the path between your computer and the appropriate servers.

*Please check for software such as (corporate) firewalls, spyware and anti-virus software that could be blocking NinjaTrader. It could be that whatever firewall/antivirus you are using is interfering with NinjaTrader.


In any case, to send you files manually to

[email protected]

Please see below:

NinjaTrader Desktop contains diagnostic files allowing our support representatives to quickly troubleshoot unexpected errors and behavior in the most efficient manner. Please follow the steps below to send them to our team:

1. Hit the "Windows Key + E" on your keyboard to open the Windows File Explorer.
2. Go to Documents/NinjaTrader
3. Left-click on the "log" folder to highlight it.
4. Right-click and select "Compress to ZIP file"
5. Repeat steps 3 and 4 with the "trace" folder
6. Send these .zip files as attachments to your email to: [email protected]

An in-depth screenshot walkthrough of this process may be found here in our Help Center - How Do I Send Log and Trace Diagnostic Files to NinjaTrader?

Thank you in advance. We look forward to assisting you further.

[Scalper1969]

Hi all, still ahve issues with the data on the machine and tried all weekend to get ti working dint work so now i ahve to tranfer its all to a new machine .

Ive downloaded NinjaTrader onto another machine, but it keeps asking me to subscribe to market data. Im using Interactive Brokers as my data provider and can seem to bypass this step.

Can anyone advise what I need to do to configure it on this new machine and get everything working properly?

Thanks in advance for your help!

Best,
Franco
​

[NinjaTrader_Erick]

Hello Scalper1969,

Thank you for your message.

When you launch NT8 on a new machine, you will be prompted to choose

Live or Simulation

As a client with an external brokerage account, please select Simulation for the platform to continue to open.

Then, to set up multiple connections, you would need to enable "Multi Provider Mode" and then configure the connection.

Once the platform is open, go to "Tools" -> Options -> and make sure that the "Multi Providers" option is enabled.

Also make sure to go to Tools, and uncheck "global simulation mode" if it is checked. The restart the platform to finalize this setting.

Then you can go to Connections -> configure, and add the connection for your other accounts.

Let us know if we may be of further assistance.