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Troubleshooting

Unstable or Slow Internet Connection

An unstable internet connection can interrupt your trading activity. 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.

A low bandwidth connection can cause cTrader to log you out or terminate the connection. To guarantee the best trading experience, cTrader checks your connection to the proxy and if the connection bandwidth is unable to maintain the connection at an acceptable level, which might result in, for example, a Trade with huge slippage, cTrader disconnects and tries to log in again looking for a proxy with a 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.

Browser Issues

Sometimes web browser issues can cause cTrader Web to slow down or have an unstable performance. If you experience cTrader abnormal slow down, freeze or hang, try to refresh the page by pressing F5 on your keyboard. Also, clearing your web browser cache may help. If the problem persists, then the quickest way to solve it is to contact our support team.

Please describe your problem, attach a screenshot, and send your issue to support@spotware.com. Also, note that such behaviour can be caused by your broker issues, therefore you can contact your broker with this problem as well.

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. It 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.

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.