New User Account login but status Disconnect

[elite12968]

Dear All,

Has opened a Case: #05896450
but been 2 days haven't hear from support,

I already paid $12/monthly
but unable to connect to both live and simulation in ninja desktop,
I already uninstall, re-install still the same issue. there is no firewall, no vpn.

Please see below attached pic on after I click live, simulation on my account
both live and simulation not working, before click is yellow dot disconnect
after click no green dot, and all my chart empty blank no candle, no data.

quick check anyone has same issue and any solution? Many Thanks in advanced,
hope to hear from support or anyone has solution or encounter same issue please
let me know?

[NinjaTrader_Erick]

Hello elite12968,

Thank you for your post.

You will be getting a response to your case asap.

This behavior could either be due to an impacted database file, or local network/firewall blockage.

I would like to invesitigate this myself.

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.

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

[elite12968]

Thanks so much Erick for the prompt response,
really appreciated as I cannot wait to get started using Ninja as I've heard many positive feedback, I've zip up both log and trace .zip
please kindly find attached .zip

I noticed the trace has this forbidden error -> 2025-02-01 00:15:52:378 OnAir: unable to retrieve the service information (Forbidden)
and upon you resolve the issue please let me know again....

Thanks alot again

[NinjaTrader_Erick]

Hello elite12968,

Thank you for your message.

Please edit your post and remove your log and trace attachment. I should have emphasized to not share those here as they can contain sensitive information.

In any case, I did receive your other email with your files and here is the resolution for the issue you are experiencing:

"It seems the issue here is that users who converted their Google/Apple sign in to a Username/Password combo, but never changed the Username to something normal, are getting login errors.

To resolve, you will need to change your username to something normal without Special Characters like : (colons) in it.

Please use the steps below to convert your long username to a more traditional "Username and Password" combination:

1. Click here and enter your email to have the full Username sent to your email
2. Copy the long Google/Apple Username from your email and paste it at this link here
3. Use the long google/apple username to create a custom password
4. Sign in to trader.tradovate.com with the long google/apple username and newly created password. Do not click sign in with Google/Apple
5. Click Application Settings in the upper right corner and select Your Profile
6. Click Change Username

From here, you can use the Username and Password you just made to sign into the NinjaTrader Platforms.

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

[elite12968]

Oh Thanks so much Erick, I've removed the previous attachment for the log, and as per your advice after changing the google auto generated name with colon, I change to new name without : and it works now wow, I'm impressed by the prompt response and excellent service 5 stars for you! and Happy day!