Login Issues

[smcllr]

Why would I not be able to log into the desktop platform suddenly. I sign in everyday for the past year with the same credentials and now it says something is wrong. I can sign into the online trading platform with the same credentials and it works fine but the desktop no longer lets me in. I do not want to reset my password so I quit trying but I typed it in slow and then copy and pasted the same password I use for the online platform which worked to sign in online. Nothing works.

Please help.

Sam

[smcllr]

FYI, the error says, "An error occurred while sending the request"

[NinjaTrader_Clayton]

Hello smcllr,

Thank you for the message.

We have been made aware of a temporary outage with one of the 3rd party DNS providers that NinjaTrader uses for its connection.

Since we are a user of the service and not direct provider of it, we unfortunately have no further control over its resolution and are waiting for the service to be re-established.


Until then, we have confirmed that reconnecting your PC to the internet through a Mobile Hotspot can resolve the inability to connect.

Since this is a DNS issue, it is possible that performing the Network troubleshooting steps could cause it to be resolved and allow the connection again:

• 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 try connecting again.
  • Begin by restarting your Modem, Router, and PC to refresh the internet connection.
  • 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
  • If you are using a VPN, turn it Off. If you have a VPN and it was off, try turning it on
  • 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 one of these other network troubleshooting steps fixes the connection behavior for you, please let us know which one it was so that we can document the information and share it with the team and other users.

Otherwise, you may try to connect again every 5-15 minutes until it establishes letting you know it has been resolved.

Thank you for your patience and understanding.

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

[saltminer]

I can confirm the login problem, but that logging in via a mobile hotspot works. Of course, it is only a short-term solution.

saltminer

[Finley]

I have not been able to log into NinjaTrader or Tradovate for the last four hours. I can log in with a Hotspot. I also performed all the troubleshooting protocols suggested by Customer Service Clayton, but I still cannot log in with my regular internet connection. HELP!!

[aljafp]

As of now, 20240710 0720hrs Singapore Time, I still cannot login

[LuisEn001]

I can log in at home on the website, but my NT8 is on a vps and on there i cant log in to the website OR the app

[appartamentos]

(...)

Since we are a user of the service and not direct provider of it, we unfortunately have no further control over its resolution and are waiting for the service to be re-established.

(...)

How can this sound to anyone like a professional answer? I paid for my NinjaTrader trading platform directly to NinjaTrader, not to a third party. I pay monthly connection fees and trading commissions to NinjaTrader, not to a third party. Hearing something like “we have no control” is extremely alarming! Is NinjaTrader really not in control of what they sell and the services they provide? What if I decided not to pay my fees and said “unfortunately I have no further control of my payments”? This situation is unacceptable. Please stop putting up excuses, take immediate action to resolve this embarrassing issue and apologize to all your customers and users, for ****'s sake!

[LuisEn001]

Funny I can log in here on the message board but I cant log in to my account on the browser nore can I log in to the app on my VPS

[brucerobinson]

#Appartmentos
“How can this sound to anyone like a professional answer?”
You’re absolutely correct - it can’t because it isn’t, it’s a NinjaGarbage response.
Who is responsible for enforcing this unnecessary requirement? Ninja. Ownership of the ensuing problem? Zero - it’s a third-party’s problem.
Who is responsible for selecting said third-party? Ninja. Ownership of 3rd party provider ‘s poor performance by Ninja - Zero
Does this problem recur? Yes, search the Forum

The amount of Users’ time wasted and frustration - huge.
With the attitude displayed, I suggest you shouldn’t expect better. Simply lower your expectations, the response simply confirms there are no signs of change, its cultural.

A workaround is to roll back to 8.0. ‘pre-signin’. Poorly conceived from the outset, poorly implemented, railed against by many Users and Vendors, continues to create problems and response is ‘it’s not our fault’. Not likely to improve if refuse to accept responsibility and take ownership.

Can you imagine Netflix responding likewise?

Hope this helps

Kind regards

[NinjaTrader_Clayton]

Hello brucerobinson,

Thank you for the message.

This forum thread was specific to a server outage from another company that was happening on July 9th and 10th, 2024.

• This is no longer relevant to anyone's connection.

If you are having connection issues yourself, please use the following steps to send your log and trace files to the support team directly from your NinjaTrader Platform so we may investigate this behavior further:

• Within NinjaTrader, go to the Control Center > Help > Email Support...
• To: Set this to "Platform Technical Support"
• Subject: Copy and paste the Forum URL
• Attach: Attach a file, picture, or compressed file to share multiple files/pictures
• Body: Include any other information you would like to share on the situation
• Make sure 'Log and Trace files' is checked to include the requested files
  • Send the email

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