Click to Show Menu

Troubleshooting

Chart Anomalies:

In very rare cases some false historical data could be stored in the cache. This could result 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. cTrader will clear the cache and redownload the historical data.

Connection issues:

As you most probably already know the communication between the devices is established by sending/receiving data by using so-called packages or messages. A loss of the package could break the connection as the necessary information has not been successfully transmitted.

Unstable Internet Connection:

An unstable internet connection will intercept the downloading processes thus corrupting packages and will demand more time from cTrader to perform anything as the login process always comes first.

Unstable Connection isn't equal to a slow connection.

It's highly recommended to check your internet connection with your Internet Service Provider (ISP) or your system administrator.

Slow Connection:

A connection with low Bandwidth will also cause cTrader restart the login process or even the connection to fail. To guarantee the best user trading experience cTrader checks your connection to the proxy. 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 login again to find a proxy with lower latency to connect. This is a safety mechanism.

It's highly recommended to verify to your connection is good enough to satisfy the use of cTrader. Experienced Traders having multiple charts open need to have a connection with higher bandwidth than users that use just one or two charts simultaneously.

Antivirus:

Your antivirus could also restrict the installation file from being downloaded or restrict some cTrader communication packages. This will result 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:

Viruses are one of the main reasons forcing cTrader to crash. 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 parts will influence the normal use of cTrader or even cause it to crash. It’s highly recommended to let the antivirus scan the computer on a regular basis.

IMPORTANT

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.

Retransmitting Devices

(Repeater, Access Points etc.):

Many users use devices to either enhance the WiFi signal and, or to extend it, or to be able to connect the ethernet cable to their device. Many of these devices result to a huge package loss or even retransmit with a significant lower bandwidth than the original modem (router) installed to the house by an ISP engineer.

It's suggested to make sure that the transmitting device is retransmitting with the a good bandwidth and doesn’t result in a huge package loss.

ClickOnce installer:

Quoting Microsoft

"ClickOnce is a deployment technology that enables you to create self-updating Windows-based applications that can be installed and run with minimal user interaction."

In other words:

ClickOnce is a technology provided by Microsoft that provides users with the ability to install an application by just clicking a link or simply run an installation file. The user interaction is minimal as no more steps are required from the User than to just click the install button.

Click Once can be self updating. This means that the application checks by itself for updates. If an update is available ClickOnce will automatically update the application (by replacing the updated files).

ClickOnce Application fails to Update

Occasionally users have issues installing cTrader,cAlgo. Clearing the ClickOnce cache should resolve this issue. You could just delete the file in the path provided by Microsoft in the link above or just follow the instruction in the Performing a clean installation of cTrader section below.

ClickOnce Installation Errors with Message - Application cannot be started. Contact the application vendor.

Having special characters the path used by the ClickOnce cache will cause the installation file launch an error message. You can read more about the log message by clicking the link above, which will redirect you to the Microsoft Website explaining the cause of the Issue.

Special Characters that users should never use for the ClickOnce published locations: + ' ; { [ } ] # ! @ # $ % ^ ( ) &

An example of a Username that will cause this error is: "Tom&Jerry PC" Or "Tom's PC"

Performing a clean installation of cTrader

In certain cases you may need to perform a clean installation of cTrader or cAlgo. The below guides will remove all traces of cTrader or cAlgo from your computer.

Clean installation of cTrader for Windows Vista, 7, 8, 8.1 Users:

Below you will find the instructions on how to perform a clean installation of cTrader. To prevent any errors the steps should be performed in the exact order they are written.

  1. Close any running instance of cTrader or cAlgo.
  2. Restart the computer.
  3. Hold down the Windows key and press R, this will open the Run dialog box. Enter appwiz.cpl to open the Programs and Features component of Windows.
  4. Uninstall cTrader (also cAlgo if installed).
  5. Uninstall .NET framework (restart may be required)
  6. Hold down the Windows key and press R to re-open the Run dialog box, and enter %USERPROFILE%\AppData\Local\Apps and press OK.
  7. Delete the 2.0 folder, and close Windows Explorer.
  8. Hold down the Windows key and press R to re-open the Run dialog box, and enter %USERPROFILE%\AppData\Roaming and press OK.
  9. Delete the following folders; cTrader, %BROKERNAME% cTrader, %BROKERNAME% cAlgo, %BROKERNAME% cTraderUsers, %BROKERNAME% -cTraderCommon then close Windows Explorer.
  10. On the Start Menu click on Documents, and rename the cAlgo and cTrader folders and restart computer.
  11. Install the latest .NET from Microsoft
  12. Restart the computer.
  13. Download and install cTrader (and cAlgo).
Clean installation of cTrader for Windows 10 Users:

Below you will find the instructions on how to perform a clean installation of cTrader. To prevent any errors the steps should be performed in the exact order they were written.

  1. Close any running instance of cTrader or cAlgo.
  2. Restart the computer.
  3. Hold down the Windows key and press R, this will open the Run dialog box. Enter appwiz.cpl to open the Programs and Features component of Windows.
  4. Uninstall cTrader (also cAlgo if installed).
  5. Hold down the Windows key and press R to re-open the Run dialog box, and enter %USERPROFILE%\AppData\Local\Apps and press OK.
  6. Delete the 2.0 folder, and close Windows Explorer.
  7. Hold down the Windows key and press R to re-open the Run dialog box, and enter %USERPROFILE%\AppData\Roaming and press OK.
  8. Delete the following folders; cTrader, %BROKERNAME% cTrader, %BROKERNAME% cAlgo, %BROKERNAME% cTraderUsers, %BROKERNAME% -cTraderCommon then close Windows Explorer.
  9. On the Start Menu click on Documents, and rename the cAlgo and cTrader folders and restart computer.
  10. Restart the computer.
  11. Download and install cTrader (and cAlgo). A .NET Framework issue could also be the reason of an abnormal behaviour of cTrader. In such cases you should install the Microsoft .NET Framework Repair Tool and repeat the above steps starting from step 1.