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Troubleshooting

Unstable or Slow Internet Connection

The unstable internet connection can intercept the trading process. Note that an unstable connection isn't equal to a slow connection. It's highly recommended to check your internet connection with your Internet Service Provider or your system administrator.

The low bandwidth connection can also cause cTrader to restart the login process or even the connection fail. To guarantee the best trading experience cTrader checks your connection to the proxy and if the connection bandwidth is unable to maintain the connection to a good level, which might result in, for example, a Trade with huge slippage, cTrader gets logged out and tries to log in again to find a proxy with lower latency to connect. This is a safety mechanism, so you should just check your connection and log in again.

Experienced traders having multiple charts open need to have a connection with higher bandwidth than users that use just one or two charts simultaneously. Please, check the internet connection requirements and your internet connection before you start trading.

Possible Chart Inaccuracy

In very rare cases some false historical data could be stored in the cache. This could result in your chart showing a false value in a historical bar. This can be simply fixed by refreshing your charts. Right-click on the chart and click the refresh field to the bottom. cTrader will clear the cache and redownload the historical data. Alternatively, you can clear the cache manually from your browser settings and refresh the page by pressing F5 on your keyboard.

Note that in some cases the inconsistent data displayed in the chart can be caused by the broker. If you couldn’t fix the problem by yourself, try to contact your broker.

Antivirus

Your antivirus could also restrict the installation file from being downloaded or restrict some cTrader communication packages. This will result in your cTrader being slow as the packages need to be retransmitted. It’s recommended to deactivate your antivirus during the installation process and to make sure that your Antivirus isn’t blocking any features of cTrader.

Virus

Once a PC is infected with a virus, most likely some important files of the Operating System will be destroyed, a high percentage memory will be used and even the internet bandwidth will be affected. All of these facts could influence the normal use of cTrader or even cause it to crash. It’s highly recommended to let the antivirus scan the computer regularly.

Note that a virus could cause critical and/or irreversible damage to your Operating System forcing cTrader to crash. This process cannot be fixed with any solution provided by Spotware. A windows repair tool might be needed or even formatting the Computer.

Contact Us

Should you encounter any difficulties while using any of the Spotware products, please use our forum here to contact us. Note that the more information on the problem is provided (detailed description, screenshots, etc.), the faster your issue will be solved.