Diagnose common application problems
Separate connectivity, data, configuration, execution and resource failures before retrying a workflow.
Reviewed 2026-10-24 · Windows & macOS
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Start with the failed outcome#
Record what you expected, what actually happened, the time, exact account/environment and the relevant item/run/session identity. Keep the original rejection message. Diagnose one layer at a time rather than resetting everything.
If real exposure may exist, check the broker's independent application first. An uncertain UI result is not proof that an order failed. Reconcile actual orders and positions before submitting a replacement.
The app opens but does not update#
In Settings → Server connection, check the configured API origin, Test connection, and WebSocket status. A successful liveness request does not establish authenticated endpoint access, native runtime readiness or a live event stream.
For remote installations, inspect the trusted HTTPS origin and supported token-file arrangement. A browser client cannot set the required remote authenticated WebSocket header in the same way as the native desktop. Do not place a bearer token in a query string or disable TLS checks to make it appear connected.
Check Broker Manager and the upstream venue separately. A healthy API can serve saved research while a broker is disconnected. Use Advanced & about → Copy diagnostics and the configured logs location for a support record, then review its contents before sharing.
An instrument cannot be found#
Review source/broker filters and asset-class chips in the shared instrument picker. Their combination can legitimately hide a market. Identical symbols on separate sources remain separate rows. Confirm the actual provider/account catalogue and entitlements, rather than inventing a mapping to a similar symbol.
For futures, choose an exact contract/expiry with required metadata. For crypto, verify pair syntax, exchange and quote currency. For an FX or index CFD, use the broker's exact suffix and quantity conventions. A price scale difference cannot be fixed by renaming a symbol.
A chart is empty, stale or incomplete#
Check source coverage, requested resolution/date range, selected timezone display and instrument session hours. Wait for initial load and indicator warmup. Some history can be local while execution quotes come from another route.
Inspect whether the chart is panned away from the live edge. In Replay, inspect pause/speed and the historical clock. A closed session is not a data outage; a silent feed during expected trading hours deserves a freshness check.
For indicator gaps, verify required source bars and parameters. For depth/order flow, verify actual Level 2 or print entitlement and continuity. Candles cannot reconstruct a full historical order book.
An order is rejected or has an unknown result#
| Symptom | Inspect |
|---|---|
| Invalid quantity | Unit, minimum, step, asset class and account model |
| Invalid price/protection | Tick size, distance, order type, absolute versus distance input |
| Market closed | Exact instrument/provider schedule and session gates |
| Insufficient resources | Broker margin/capital, permissions and risk controls |
| Operation unsupported | Provider/account capability and protection implementation |
| Timeout/disconnect | Actual broker state before retrying |
| Strategy-owned action blocked | Manual-override/ownership workflow |
Do not interpret an order-entry estimate as a guaranteed fill. UI max-size and price-band checks are not universal API/algorithm protection. A cancel or flatten request needs actual broker-state confirmation.
Research fails or results look implausible#
Inspect the terminal job status and error, selected algorithm build, exact instruments and history coverage. Preserve failed runs rather than silently excluding them. Tick-source optimization requires a complete preloaded tick cache; missing data is not repaired by repeatedly starting the same job.
Check fixed sizing, costs, spread/quote basis, account currency, fill model, session hours, warmup and terminal valuation. A synthetic or equal bid/ask archive is not evidence of executable historical spreads. Portfolio daily-close return blending is a different model from a joint multi-instrument engine run.
For a large job, review concurrency, memory and worker availability. Cancel only the intended job. A remote worker can fail because of native runtime, TLS, token-file permissions, plugin sync or data synchronization, not just computation.
A panel, tab or saved setup seems missing#
Use Windows & workspaces to find actual open windows/tabs and the workspace menu to inspect saved snapshots. Search the command palette. Check whether a rail click replaced content and use Back to restore its set-aside state.
Working preferences, named Save and import/export have separate lifetimes. Restore a specific supported backup rather than deleting preference stores. Browser origins and native desktop are separate preference contexts.
Escalate with actionable evidence#
Provide app/build version, OS, exact step sequence, time, non-secret IDs, source/account environment and precise error. Include a reviewed screenshot and diagnostics if useful. Keep tokens, passwords, keys, account balances and private data out of public reports. State whether actual broker exposure remains, what was reconciled and which actions you have already attempted.