Crashes and Lost and Unusable Platform Templates

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Viewing 15 posts - 16 through 30 (of 31 total)
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  • 10/25/2019 at 9:58 AM #111160
    Bard

    Cheers, I grew up using Mac G4’s and Logic Audio s/ware which is where I learnt to constantly remember to hit save because in the early days it was so unstable.

    I’ve been hitting save on PRT but it neither remembers the template layout changes I make, like moving the charts to different parts of the screen or if I’ve added or deleted an indicator from a chart. The crash seems to wipe the changes / edits for that session hence the 10 mins logging out and back in to guarantee I get stuff actually saved! I really hope someone can do something as it’s pretty unusable and certainly not practical.

    10/25/2019 at 10:52 AM #111172
    GraHal
    Bard wrote:

    hope someone can do something

    Many of us have banged on about Platform instability for eons and nobody appears to have done anything – well not that they have let us know (?) – so don’t hold your breath!? 🙁

    This is why I now keep all my Systems listed on PRT to a minimum of 25 running and non in the BT window.  It does seem to have made a difference.

    Ha … I just thought of another angle … reduce all my non-default PRT Indicators also. I could  store them on my PC and Import when needed.

    1 user thanked author for this post.
    avatar Bard
    11/06/2019 at 6:38 PM #112283
    Bard

    Hi @Nicolas, the platform template I was working in has just fouled up, again, when I noticed one or two charts had disappeared from the template I was working in, so I went to the backup template (and I’ve been saving regularly all day, both the original template and backup) but the backup version was even worse: pls see image of what should be a full screen of 5 charts along the top and 5 along the bottom of the screen. The solution sometimes seems to be to quit and relog back in… other times I have to spend hours and hours rebuilding the templates. It’s not specific to one template but others too.

    No one from PRT responded two my last two platform “Help” enquiries. PRT hardly ever respond. I name tagged both @jakub, @ulrike in this thread but again I’ve heard nothing.

    I’m using the latest Mac software and I am convinced this started with my update to 10.14.6 in October.

    As I said before I am not sure what to do now but I would expect as a minimum at least some contact from PRT. Any ideas?

    11/06/2019 at 7:20 PM #112286
    Nicolas

    If you made a technical report, I should be able to get news from it. Please wait until I get back.

    11/06/2019 at 7:56 PM #112288
    Bard

    Much appreciated. I didn’t make one today but sent the last tech help message via the platform on the 22nd Oct 2019 — 21.08pm.

     

    11/07/2019 at 4:41 PM #112357
    Nicolas

    Seems that IG has still not pass your support ticket to PRT.

    11/07/2019 at 8:09 PM #112371
    Bard

    Thanks Nicolas, did they say why or what is causing this delay or is this the same old issue about IG denying me support because I’ve had to take a trading sabbatical (due to family reasons), despite having been with IG for over a decade and the fact that someone is definitely pocketing my £360/yr fees? Pretty outrageous situation actually…

    11/07/2019 at 8:38 PM #112374
    GraHal

    If your Platform (via IG) is inactive for over 2 years then you may get an email saying your account has been deleted!  Happened to my wife’s account about 6 months ago.

    Don’t know if this applies if you are paying £30 per month inactivity fees?

    Actually now I think about it … it’s probably if no fees are being paid on PRT Platform AND no activity on the IG Platform for > 2 years??

    11/08/2019 at 9:11 AM #112388
    Nicolas

    I don’t know the real cause, maybe they think that they can handle your problem by themselves without asking PRT? You should ask them, that’s all I can do :/

    1 user thanked author for this post.
    avatar Bard
    11/08/2019 at 11:45 AM #112403
    GraHal

    You might get a response if you hang out the dirty washing on the IG Forum for Technical Issues on the PRT Platform.

    IG Reps check posts and if you quote date and time of your Tech Report it would make it easy for them to go and check on progress and report back on the Forum and so make IG look good re Customer Care etc?? 🙂

    You have got all the words here so choose the most concise description of your Issue and copy to the IG Forum … just an idea anyway?

    First link is ALL the IG Forums, 2nd link is the Platform Forum (both IG and PRT combined).

    https://community.ig.com/forums/

    https://community.ig.com/forums/forum/12-ig-technical-support-platform-and-app-help/

    PS

    You may even find somebody with a similar Issue, use the Search or they may reply to your post?

    Please let us know how you get on so we have the full story and the fix on here for this Community also.

    PPS

    I just found an IG Labs Forum also!

    https://labs.ig.com/community/active

     

    1 user thanked author for this post.
    avatar Bard
    11/08/2019 at 1:24 PM #112411
    Bard

    Thanks Nicolas, good to know, 👌.
    I called IG and they are going to forward the the ticket to PRT. Hopefully I can get to the bottom of all these crashes/lost charts!
    Grahal, cheers for the info, I’m still with IG and also paying the £30/m PRT fee.

    11/08/2019 at 1:32 PM #112412
    Bard

    Thanks again, I just saw all these links you provided. Couldn’t find anything specifically. Apple have tested this Macbook Pro for hardware issues. None found. But name me a time when you “updated” your software and it didn’t have bugs? 😄

    1 user thanked author for this post.
    avatar GraHal
    11/20/2019 at 11:01 PM #113267
    Bard

    Hi @Nicolas, did IG pass on the crash reports yet? It’s just crashed, yet again. This time for reasons that don’t even match the crash report status alert: Pls see image.

    I was actually simply changing an optimised value within an automated backtest. I have just sent another email to IG index. Getting very tired of IG’s delays.

    Do you know if there are any other Macbook users on 10.14.6? My problems I think are since I updated the Macbook over a month ago. Cannot believe that this nonsense is dragging on for this long…

    Best
    Bard

    12/06/2019 at 11:18 AM #114320
    Sebast

    Hello,

    I apologize for the late answer. Apparently, my colleagues from IT-Finance did not receive all your reports.

    If I understood correctly, you encounter issues with the platform after sleep mode. After several tests, we couldn’t reproduce your problem. That’s why we need a report from your platform.

    Since you are a direct IG client, our colleagues at IT-Finance can only look into the issue if IG transmits your request to them.

    When contacting the support team please make sure to ask for a report ID in order to allow us to track query at IG.

    Best regards,

    Sébastien from ProRealTime

    1 user thanked author for this post.
    avatar Nicolas
    12/06/2019 at 6:57 PM #114361
    Bard

    Hi Sébastien,

    Thanks for getting back to me. The issues are: I can’t put the Macbook to sleep when PRT is launched (this is when I’m using the Samsing 50″ tv as a monitor).
    I also have lost indicators, charts and platform crashes.

    I have copies of the two reports I emailed via the PRT platform (21st and 22nd Oct 2019) – the two that IG didn’t pass on to you. Can I email them to you to save going through IG or post them here?

    Thanks

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