Platform won't open

[NickyD]

My NT stopped working today. I can't open it regularly or in safe mode. It's just stuck on the animated "Loading..." screen. I've rebooted obviously.

This exception is in the trace file in safe mode, but not regular mode


******************* Session Start (Version 8.1.4.1 Safe Mode) *******************
2025-03-07 08:50:08:289 Cbi.Globals.MachineId: True/True *************
2025-03-07 08:50:08:292 NinjaTrader.Gui.LoginInternal user='************' mode='Simulation'
2025-03-07 08:50:08:410 Core.Instrumentation.ActivitySource: enabled=True randomPercent=30.6003 enabledSessionsPercent=100 chartMs=250 enabledTypes='ChartPerformance Application NinjaScript Adapter Login '
2025-03-07 08:50:08:425 Core.Instrumentation.LogActivity: activityType=Login errorCode=NoError errorMessage=''
2025-03-07 08:50:08:613 (Simulation) NinjaTrader.Core.Authentication.GetAccessToken6
2025-03-07 08:50:08:614 (Simulation) NinjaTrader.Core.Authentication.QueueAccessTokenRe newal0 expSpanSeconds='4800.1875953' renewSecs='2400.09379765'
2025-03-07 08:50:08:835 Cbi.UserEntitlement.VerifyAsync.0 apiUrl='https://live.tradovateapi.com'
2025-03-07 08:51:48:857 Core.Instrumentation.LogActivity: activityType=Application errorCode=Panic errorMessage=''
2025-03-07 08:51:48:864 *************** unhandled exception trapped ***************
2025-03-07 08:51:48:864 Object reference not set to an instance of an object.
2025-03-07 08:51:48:864 System.NullReferenceException: Object reference not set to an instance of an object.
at NinjaTrader.Cbi.UserEntitlement.<VerifyAsync>d__91 .MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatch Info.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.Handle NonSuccessAndDebuggerNotification(Task task)
at System.Runtime.CompilerServices.TaskAwaiter`1.GetR esult()
at NinjaTrader.Gui.Tradovate.LogonControl.<LoginInter nal>d__7.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatch Info.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.Handle NonSuccessAndDebuggerNotification(Task task)
at NinjaTrader.Gui.Tradovate.LogonControl.<OnLogin>d_ _17.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatch Info.Throw()
at System.Windows.Threading.ExceptionWrapper.Internal RealCall(Delegate callback, Object args, Int32 numArgs)
at System.Windows.Threading.ExceptionWrapper.TryCatch When(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)

[raysinred]

Same problem for me. Just stuck on login window showing "Loading"...

[NickyD]

I can't log into https://account.ninjatrader.com/welcome either.

[MiCe1999]

9AM CDT - still not working.

[crokusek2]

Same here but after restarting computer now getting the "Can't verify entitlements" error.

[N1tr0]

same thing happening to me

[MiCe1999]

NT tech mentioned that they updated their servers yesterday (IIRC). I bet it's something to do with the server upgrade.

EDIT: NT support web bot: they are aware of the issue and working to resolve it.

[tradgrad]

Same here.
Login on the desktop platform just stays "loading.." on login panel
And login on the website doesn't even load into web dashboard.

[Walternet]

Same issue still. Its 10:10am ET. Any update NT crew?

[navycj]

Whew, thought I was the only one having this issue, hope it gets resolved quickly

[rayko]

Can't open Ninjatrader. Same issue at 10:15 am.

[sutherland]

I'm experiencing the same issue. On Desktop, I cannot get past the login dialog. It attempts login, but fails with this error message: "There was an unknown error logging in. Please contact support."

Also cannot log into Web. After clicking the login button, seemingly nothing happens, then after a couple of minutes, it takes me to account.ninjatrader.com where it gets stuck on a blank white screen except for the text "Loading..." in the top left corner.

I will also add that you Services Status page https://web.ninjatrader.com/service-status indicates that all the services are working fine, but given that there are multiple people reporting this issue, it seems to me that it's not just isolated to my experience. So that could mean that your Services Status page is broken.

In addition to the frustration of not being able to log in, the user experience of these error conditions (in both Desktop and Web) is pretty bad. Some basic usability principles are being ignored.

[Kaldo]

Same problem here. NT Support? Where are you?

[Dulszi]

Same it just keeps spinning.

[MiCe1999]

Just got in to the desktop client. Website seems to be working as well.