I, like many others....suffer from frozen charts...

[omermirza]

NinjaTrader Support,

I am once again suffering from frozen charts, even though my connection is stable and the platform is connected.

This is a dedicated VPS running nothing but NinjaTrader. Please assist in any way possible and review the evidence provided below:

[NinjaTrader_Clayton]

Hello omermirza,

Thank you for the message.

In the future, it would be better to reach out to the support team directly with these kinds of questions in case you need to share files or sensetive information with us.sensitive


We are not aware of any widespread outages at this time so the "Connection Lost" you are getting is most likely something specific to your PC, Local network, or path to the necessary servers.

Please remember that a connection state between NinjaTrader and your broker/market data vendor is not dictated by NinjaTrader.

• The NinjaTrader application only reports the connection state as it is reported by the API you are connected through.
  • Imagine turning on the water faucet all the way but the water only trickles out if at all.
    • If you do some basic checks on the faucet to ensure it is working, then the only answer is that it is being slowed down by something further up the pipe/stream.
  • This is essentially the same thing that is happening with your connection. The platform is set up the best it can be and for some reason, something between your platform and the specific servers is causing it to have an unstable connection and intermittently lose connection.
    • (Again, Imagine you were watering the flowers with a hose and it randomly stops spraying, the nozzle probably isn't broken, this normally implies there is a kink in the line further up the hose causing it to slow or stop)

Please perform the steps below to troubleshoot the local network and narrow in on what could be causing these network/connection issues. Please restart NinjaTrader after each set of steps and then test the connection stability again.

• Begin by restarting your Modem, Router, and PC to refresh the internet connection.
• Connect your PC directly to the Modem with an Ethernet cable if possible.
• Ensure that NinjaTrader has been allowed through the Windows Firewall on all networks. Please follow along with this infographic:
  • Click here to see the infographic on allowing NinjaTrader through the Firewall
• Ensure that NinjaTrader has been added to any 'Exceptions' or 'Allowed Programs/Apps' kind of list within your antivirus software.
  • If you need to add NinjaTrader manually, the file path is as follows:
    • This PC > Local Disk (C: > Program Files > NinjaTrader 8 > bin > NinjaTrader.exe
• If you are using a VPN, turn it Off
• Clear your DNS
  • Open the Command Prompt by clicking the Windows icon and typing "Command"
  • Select 'Command Prompt'
  • Either copy and paste or type the following command: ipconfig /flushdns
  • Press Enter to make it run

Reopen NinjaTrader and test if the unwanted connection behaviors continue.

If the connection issues continue, please let us know and we will provide some additional steps to narrow in on what is preventing NinjaTrader from connecting to the necessary servers and maintaining a stable connection.

• If you are still losing connection after those, you will need to reach out to a Network technician or your Internet Service Provider for further help investigating what is preventing NinjaTrader from maintaining a stable connection to the necessary servers.

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

[omermirza]

I will check the firewall settings, but as you can see from the photo I provided the connection is not lost - it's intact but the charts are still frozen.

[NinjaTrader_Clayton]

Hello omermiza,

Thank you for the update.

You are losing connection from the Order Servers, but not the Real-time Data servers. Those are a different set of servers so it is possible to connect to one while you can't to the other for some reason.

Please review the picture you provided where it shows you losing connection multiple times:

• 

So, if you are still getting that message and unable to connect after performing all of the steps in my last email, then we are running out of steps we can provide as NinjaTrader support as this is fundamentally a Network/Internet issue that NinjaTrader has no control over.

Please make sure you have performed ALL of the steps in my prior post.

If the platform is still losing connection, you may use these additional steps and questions to look into the network issues further:

• If you have a 2nd computer at your location you can install NinjaTrader on, do that and try connecting to the account
  • If the connection is still being lost, that points to the Network/Internet connection
  • If it works, that points to something on the original PC causing the connection loss
• If you have a 2nd connection at your location like a mobile hotspot, connect to it and then try to connect to your account
  • If it is still blocked, this points to something with the Account or local PC/Platform settings
  • If it works, this points to the Network/Internet Connection in use

If you perform all of the steps above and are still losing connection, there are no further steps that we would be able to recommend as this indicates a problem somewhere further down the network path. If the issue persists after completing all of the steps above, you must contact your ISP or a Network Technician and let them know you are experiencing network connectivity issues to the following IP Addresses and get further help looking into what is preventing the connection.

• www.cqgtrader.com
  • IP - 208.48.16.200
• license2.ninjatrader.com
  • IP - 161.47.139.117
  • Ports - 80 & 443
• license.ninjatrader.com
  • IP - 72.3.203.239
    • Ports - 80 & 443
• live.tradovateapi.com
  • IP - 34.120.3.201
• md.tradovateapi.com
  • IP - 35.186.238.68

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