Chart Questions

FAQ

• I apply new time zone settings on a chart, but nothing happens. What should I do?
• Charts are blank, what should I do?
• Incorrect data appear in the chart, what should I do?

Time Zone

QUESTION

I apply new time zone settings on a chart, but nothing happens?

ANSWER

When you apply a new time zone setting to a chart you need to close down the chart and re-open it in order for the new setting to apply.

Please note any changes in the default setting of chart will only apply to the chart opened after the changes have been done. The changes will not be applied to the existing open charts. 

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Blank Charts

QUESTION

Charts are blank, what should I do?

ANSWER

There are two definitions of blank charts. First there are blank charts with an hourglass appearing, second there is blank charts without an hourglass.

If you see a blank chart with an hourglass please do the following:

1. Click Tools > Instrument Explorer > find the instrument, right click and click Instrument Information.
2. If you see a red cross in the instrument information window, the issue is related to Java. In order to solve the problem, please refer to I cannot see Streaming News to install the latest Sun Java.
3. If you do not see a red cross and you do not see the chart loading under Instrument Information, it indicates that antivirus or a firewall on your pc or network is blocking the chart data. In order to solve the problem add below chart ip/url as trusted site in your Internet Explorer and antivirus/firewall software.

IP : 193.178.175.84 and 193.178.175.83

If you see a blank chart without an hourglass please do the following:

1. Click Start > Run > in the window that appears type cmd and press 'Ok'.
2. In the command prompt (the black window) type: netsh winsock reset and press Enter.
3. Restart the computer

Start RockTrader PRO and check the charts.

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Incorrect Data

QUESTION

The data that I see in the chart does not appear to be correct. What should I do?

ANSWER

Occasionally it happens that we get incorrect data from our data provider. This will affect a given chart and how the studies behave in the chart. If you see any incorrect data on a chart, please contact us and provide below information:

1. What is the affected instrument's type (eg, Forex, CFD, Stock or Futures) and what is the symbol of the instrument?
2. What is the time scale of the chart (e.g. 1 minute, 30 minutes or 1 hour)?
3. What time and date does the incorrect data appear?

Please supply and attach additional information if available, such as screenshots (please refer to How to take a sreenshot) and send it to us: trading@investorseurope.com.

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