FXCM Active Trader Technical Problems | Forex Factory

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FXCM Active Trader Technical Problems

  • #1
  • First Post: Nov 2, 2009 2:14pm Nov 2, 2009 2:14pm
Hey does anyone have a problem with the Flash Based FXCM Active Trader Program? I'm having an issue where after i log in the trading station doesn't load. I have tried multiple browsers and computers.
  • #2
  • Nov 2, 2009 7:47pm Nov 2, 2009 7:47pm
Thank god I'm not alone. I thought FXCM had blacklisted me.

I've also been unable to login to my Active Trader accounts. Although, they are demo. Screen just goes white and nothing loads in the browser. Tried it on IE and Firefox. Been like this for the past 3 hours. Sent an email about it to FXCM. No replies yet. It happened just when I placed my first trade for the day. I noticed I couldn't do anything to the positions in the Open Positions window. So out of frustration, I closed down the browser to reload, and then that's when it wouldn't load.
  • #3
  • Nov 2, 2009 7:55pm Nov 2, 2009 7:55pm
well ummm.... what did the fxcm 24/7 customer service say?



Quoting kalparker
Hey does anyone have a problem with the Flash Based FXCM Active Trader Program? I'm having an issue where after i log in the trading station doesn't load. I have tried multiple browsers and computers.
  • #4
  • Nov 3, 2009 4:18am Nov 3, 2009 4:18am
Did your problem start on Sunday, since on Friday I was working.

They had me uninstall and reinstall flash. Empty cache and cookies. I have two comps with safari, firefox and chrome on one mac nothing works on that one. And IE, firefox, and Chrome on a pc, sometimes it works, after i use cc cleaner. They told me to use internet explorer, and that doesn't work all the time. I have not been able to trade properly for the last two days. I went through chat to explain the issue. Then complained to an account Representative. At least i know its an issue for other people and not just me.

I just got an email for potential solutions.

1) Update Flash to the appropriate version. Do this here: http://get.adobe.com/flashplayer/otherversions/
a. This has been the most common issue. Clients have not downloaded the specific flash player that suits their particular OS and browser. This link will ask for this information and the download should be appropriate
2) Update to the latest Java. – www.java.com
3) Clear all browsing history. (Do it once more just to make sure. Once all other steps have been completed)
4) Make sure you have no firewall or security feature that may be blocking access – this has come up as well.
  • #5
  • Nov 3, 2009 10:08am Nov 3, 2009 10:08am
Quoting kalparker
Did your problem start on Sunday, since on Friday I was working.

They had me uninstall and reinstall flash....

Hi kalparker,

I've seen this occur before if the browser doesn't have the most up to date version of Adobe Flash Player. If updating Flash Player through the Adobe website doesn't work, please get in touch with me through private message, and I will have a member of our tech support help.

Jason
  • #6
  • Nov 3, 2009 12:26pm Nov 3, 2009 12:26pm
I've had the latest version of flash for my browser. 10.0.32.18. And it still doesn't work.

Does FXCM not respond to people who have demo accounts, but only live accounts?
  • #7
  • Nov 4, 2009 6:01am Nov 4, 2009 6:01am
Quoting sonicpunk32
I've had the latest version of flash for my browser. 10.0.32.18. And it still doesn't work.

Does FXCM not respond to people who have demo accounts, but only live accounts?
Hi sonicpunk,

Thanks for the information. I am checking on a solution with our tech support and will reply back with more details today.

Jason
  • #8
  • Nov 4, 2009 10:50am Nov 4, 2009 10:50am
Hey here is a solution for the pc.

Active Trader white page:

1. Clear browser cache
2. Close browser
3. Click on My Computer
4. Go to Tools > Folder Options > View and click on Show hidden files and folders if not selected and click ok.
5. Delete Macromedia Flash cached files in: Cocuments and Settings\[OsUser]Application DataMacromediaFlash Player#SharedObjectsJMZLQXT6level2.fxcorporate.com*.*
6. Start browser
7. Enjoy

Actual macromedia files location can vary, should be in:
1. Cocuments and Settings[OsUser]Application DataMacromediaFlash Player#SharedObjects[CacheFolder]level2.fxcorporate.com*.*
  • #9
  • Edited 11:27am Nov 4, 2009 11:16am | Edited 11:27am
Quoting kalparker
Hey here is a solution for the pc.

[font=Geneva,Arial,Sans-Serif][font=Geneva,Arial,Sans-Serif][size=2]Active Trader white page:

1.Clear browser cache
2.Close browser
3.[color=#1f497d][size=3][font=Calibri]Click...
That is amazing. It works. Although, I didn't need to delete any browser caches. All I did was delete the "level2.fxcorporate.com" file from there. Lost the remembered the login information, but was no biggie, I just typed them in again. Thank god this was only a demo account, otherwise I'd have lost 10% of my account due to inability to close the trade.

Speaking of which... I still can't close or edit any trades in the Open Positions window. That's the reason I tried to relogin to begin with. So my losing trades are still active and there's nothing I can do about it. Thank god this isn't a live account. Even tried that new NFA thing where you have to open an opposite market order of the same ammount to close. Nope, now I have two positions in a locked hedge instead. Unless I'm missing something here.
  • #10
  • Nov 4, 2009 11:53am Nov 4, 2009 11:53am
Good to see it was resolved. Also, if you're ever not able to access the platform, the trading desk is available for placing trades by phone.
  • #11
  • Nov 4, 2009 11:59am Nov 4, 2009 11:59am
Quoting sonicpunk32
Speaking of which... I still can't close or edit any trades in the Open Positions window. That's the reason I tried to relogin to begin with. So my losing trades are still active and there's nothing I can do about it. Thank god this isn't a live account. Even tried that new NFA thing where you have to open an opposite market order of the same ammount to close. Nope, now I have two positions in a locked hedge instead. Unless I'm missing something here.
Hi sonicpunk,

Can you send over an email to me with the demo login information and I will check on it. [email protected].

Also, I noticed when I first login to my demo, it defaults to the Summary tab and not the Open Position tab. Can you double check to see if the open position tab is selected.

-Jason
  • #12
  • Nov 4, 2009 12:31pm Nov 4, 2009 12:31pm
Quoting Jason Rogers
Also, I noticed when I first login to my demo, it defaults to the Summary tab and not the Open Position tab. Can you double check to see if the open position tab is selected.
I have seen the Summary and Open Positions tab. Very familiar with them, and I was definitely looking at the Open Positions tab. Can't change anything there. There are no options in the right click menu. Although I can edit and change things in the Orders tab.

I have sent you login information.
  • #13
  • Nov 4, 2009 1:56pm Nov 4, 2009 1:56pm
Hedging was turned on in the demo inadvertantly, so this was a mistake on our side. It should be fixed now.

-Jason
  • #14
  • Last Post: Nov 4, 2009 5:17pm Nov 4, 2009 5:17pm
For the mac it's at the following location.

Users/(username)/Library/preferences/Macromedia/Flash Player/#SharedObjects/(some string [A-Z1-9]+)level2.fxcorporate.com/
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