Support Requests

Support Requests

Information we need to assist you with any product:

1. A detailed description of the issue.

Screenshots are preferred and helpful.

2. The version number of the product you are using.

If this is an indicator or strategy, the version number will be available inside the settings window.





3. The version number of the platform you are using.

This is generally available under your platform Help menu --> About.





4. The log-record from the time the error occurred.

For NinjaTrader 8:
  1. From User\My Documents, open your NinjaTrader folder.

  2. Right-click on the log and trace folders and select Send To --> Compressed (zipped) Folder.

  3. Send the 2 compressed folders as attachments to your email.

  4. Once complete, you may delete these compressed folders.
Most errors will also be listed in your Control Center --> Log tab.
Right click on the table and select Export.  Save and attach the file to your email. You may also send us a screenshot if all data is visible.



For FX-Trading Station:
  1. From the top menu, select Alerts and Trading Automation  -->  Show Events



  2. View the Log under the Events window.

  3. Take a screenshot or use the right-click menu to copy all text and paste into your support request.  You may also Save to File and attach the file for us.




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