Again 6 (!) strategies stopped!
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Like every weekend again 6 (!) of my strategies were stopped. Every weekend the same. I’m so bloody tired of that happening!
The error messages were inconsistent (if there were any at all!). One strategy was stopped because it send order to a closed market. Another was stopped quoting a ridiculous minimum stop distance and several were stopped without any message. It said they were stopped because of rejected orders but in the log there were none!
I already stopped developing in PRT completely because of all the bugs but I thought I could have at least my good strategies run on PRT but as it looks like it is simply pointless and I will have to translate them to another platform.
I wished I never put so much time in PRT and had chosen another platform straight from the beginning!
@Despair: I completely understand your frustration concerning the issues you experience with your trading systems. Despite our efforts, I recognize we have yet not been able to solve all reasons causing trading systems to stop.
Note however that all technical reports you send are analyzed in detail to find the reason for the stops and to find a definitive solution in order to avoid that these issues happen again. However, please do not blame us that we are sending systematically acknowledgements that we have received your technical report (what you describe as “blablabla”). Our clients are usually grateful to read that we actually received their messages and that the technical team is taking care of them. And yes, we need time to analyze these complex issues; two of our engineers analyzed your last reports for several hours in order to find an explanation.
The new server environment is now available to all users. It allows the ProOrder securities that stop your systems to be less sensitive when the broker does not respond right away.
This improvement has significantly reduced the number of systems being stopped, but we are still working on some additional potential improvements to keep reducing the number or cases when this happens.In addition to the above, note that ProOrder is designed to stop trading systems in specific cases. Therefore, it’s not necessarily abnormal for a trading system to stop.
For example, trading systems will stop if:
– An “external event” occurs (ex: order placed by a trading system and modified manually or modified by the Broker)
– An order placed by the trading system is rejected by the Broker, or the broker’s servers do not respond to an order placement, modification or cancellation request 10 times in a row
– The broker is doing maintenance (which was the reason for the stop of your strategies last week-end ).
– Your trading system tries to place a stop which does not respect the minimum distance required by IG
We are also working on other major improvements on the ProOrder system (new features, multi-timeframe, etc.) in cooperation with IG which are scheduled for the end of 2018; and yes, I understand this seems to be far.
A final word: several persons in this forum accuse us to blame IG for some errors instead of assuming our responsibility. I understand that you may have this impression but please acknowledge that our engineers systematically investigate if the issue is on ProRealTime or IG side and we respond to you accordingly. Several times in the past we have acknowledged and solved issues coming from ProRealTime and we accepted our responsibility.
As I said in the beginning I completely understand your frustration. However, I would appreciate if this ProRealTime bashing could stop now and that we focus our efforts on resolving the issues in a constructive and cooperative manner.
Best regards,
Ulrike
PS : this section of the Forum is dedicated to ProRealTime platform support and not a place to comment how IG deals with your requests. Please contact IG directly if you have any griefs to express.
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Hello Ulrike,
Thank you for your long reply and I tell you what is really cause of the frustration. It is not that there are some bugs, it is the way you are treating a customer.
I have many emails from you that you forwarded my problem to level 2 support and that they will come back to me with results. This NEVER happens!? One singel time when I reported an issue months ago I talked to a woman on the phone that even connected to my computer with teamviewer. I think this woman was actually from level 2 support because she had good knowledge. She confirmed several issues I showed her live on my platform. She told me she would come back to me with a solution, this never happened.
This is what makes me write that it is just blablabla. You promise that something would happen, but it does not! Even if the level 2 support could not help directly I expect somebody to contact me if I’m told so. Can’t you see that it really looks from my side that it is pointless to report any problem?
Fact is and again I’m sorry to say so (god knows I wished it was different) but I never got ANY help on reported problems. Of course I’m disappointed with the support.
With IG’s support I had better experience so far. They often couldn’t solve the issues either but at least they came back to me when they said they would do so. So I have no problem with IG.
There is no bashing from my side, not at all. I just tell the truth and that should be OK, doesn’t it?
For example one problem I reported also (never got any reply or reaction) is that PRT every monday morning sends orders too early to closed markets again resulting in a stop of the strategy in question. This seems to be like an error that is pretty obvious and should be easy to fix. Anyway I receive no reply on my report. How do you expect me to react? Shall I simply report again and again until I receive a reply?
How would a constructive and cooperative customer behave in your opinion? I think pointing out bugs and even suggesting solutions to them is as constructive as it gets.
1 user thanked author for this post.
Hi all
I’ve not been using PRT for a while now due to all the above (and more) but just fired it up and voila! an update to PRT (hurrah!) so thought I would take a look on here as to what’s the latest and although totally expected it is disapointing to see what is going on in this thread
Nicolas…I know you speak many languages to which you have my UTMOST respect but I (sadly) only speak one – English – and that comment really does not come across very well at all and seems very out of character for you…
(In fairness I recall a comment from Despair long time back something about not sharing any of his ideas which I felt came across a bit arrogant really but kept quite and gave him the benefit of the doubt that we are all different personalities and dealing with our personal money/trading journey/investing a lot of time and energy into learning software systems etc.)
I also know you work your *** off Nicolas and again for that I am sure we all take our hats off to you/simply do not know how you do it and can only think that is partly and understandbly to blame for the comment but standing back from all this I really think PRT need to wake up and smell the coffee as it were
There are a select few clients in here who have been very patiently pointing out issues (hi GraHal! 🙂 and not expecting results immediatly and undertand the technical challenges but this is INVALUABLE for PRT to have FREE ‘staff’ fully and actively bug reporting your software! and they are leaving 🙁
It is a very welcome (long overdue) susprise to see a PRT Moderator on here (hi Ulrike!) so it seems some things are changing – and I know there is the ‘suggestions for PRT’ thread which did seem like a good idea but as I posted on there ‘who from PRT is actually looking at this year+ old thread and why aren’t we getting any feedback?’ – I haven’t looked at it again yet but am guessing nothing much has changed (hope to be proved wrong!)
It would be very sad to see this journey descend into a battle between clients who are very generously giving their time and a software company who want a first class product but are seemingly ignoring their client base like this (yes Ulriike I see what you’ve said about staff spending hours on an issue and of course it is great to hear but perhaps that is not the best way to be doing things and a lot of the more fundamental issues need to be properly addressed and dealt with including a decent feedback method implemented to keep clients updated/pacified?) the elements are there so concentrate the energy on providing the neccessary channels of support and grow together… not apart 🙂
If this does not happen I have no doubt there will be (and know there already has been) other @Despairs ummm despairing at the countless hours/days/months/years of effort they have ploughed into a platform only to one day realise the issues are just too much to bear and they too will one day ‘go away’
Cheers and although no longer a full time PRT user I do rate the look/feel of the platform one of the best and of course wish PRT all the very best and hope one day to be back full time with PRT!
Bonne chance
Max
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