Connectivity issues¶

If you are facing a connectivity issue with cTrader (for example, an error message when logging in or market data not updating), follow these consecutive steps to resolve it.

1. Close all cTrader instances. Make sure you end all tasks related to the cTrader app in the Processes tab of Task Manager. To open Task Manager, press Ctrl+Alt+Del.

2. Delete the Settings folder located at:

C:\Users\%Username%\AppData\Roaming\Spotware\Settings

The AppData folder is hidden by the operating system by default. Make sure to tick the Hidden items checkbox in the View tab of File Explorer to make it visible and follow the path.

Warning

All local settings of cTrader will be removed after this step.

3. Restart your computer.

4. Check if your computer is connected to the internet. Press Win and go to Settings → Network & internet → Status.

If the network status says "No internet access", proceed to Troubleshoot in the same window.

Tip

Although rebooting a router is a common recommendation, it often helps. Leave your device unplugged for at least 30 seconds and then switch it on.

5. Launch the cTrader app and try to log in again.

If the connectivity problem persists after these steps, please, proceed further.

6. Press Ctrl+Shift+Alt+T in the cTrader login window to report your technical issue.

7. Describe your issue in the text field. Copy it to the clipboard and save for yourself.

8. Click Submit to send your troubleshooting information to the cTrader support team.

9. Write about the issue in the cTrader Discord community. Use the same problem description as in the troubleshooting report (paste it from the clipboard, see step 7). It is important that the two should match to help the support team and other users better navigate your issue.

10. While the support team is dealing with your issue, you can also inquire with the cTrader community in the official Telegram group or download the previous version of the platform for temporary use.