IG Demo servers Totally Down

• 10/12/2018 at 4:43 AM #82588
  random45689

  04:00 UK time Demo PRT is totally down – the option simply does not exist on the drop down menu it isn’t there and going into IG Dashboard settings the attached image shows ‘Couldn’t check ProRealTime status for demo accounts’

  Same thing for UK and AUS IG

  Contacted IG chat support and been told yes there is an issue and their IT team are working on it – I asked who’s end was having the issue ITF/IG and was told they are not sure at the moment but need input from the IT head in the UK to be able to resolve the issue which should be in a couple of hours

  Not correct unless they start work at 6 in the morning at IG in the UK so it is at the very least 4 hours until any chance of this being fixed and they (IG/Global Broker) are dependant on the UK… was told (yet again) demo is 3p (3rd party) and low priority… but that they are taking it seriously…

  Not impressed and I am not dreaming/making this up as per last weeks outage (@Nicolas – did you contact ITF to ask about what happened?) but suspect by the time Europe wakes up all will be fine save for a few (massive) odd going on’s with strategies and everybody will just think I was imagining it again and put up with another week plus of forward testing down the drain and carry on

  I can’t think why there are not more Australians on here complaining about the outages – that is their entire day blown out for using demo PRT (in fact why are there not more people on here full stop? I think I can take a wild guess and why the usage fee was introduced for PRT – not enough customers/many have come and gone due to the issues? And why should we even be expected to trade/pay for this ‘service’? I have asked that question a few times and IG tell me Live PRT is fine so any potential charges will still apply – really I do not think that is acceptable)

   

  

  random45689

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  10/12/2018 at 4:53 AM #82589
  Mags67

  Hearhear… So frustraded with IG right now. Hard to think I will use their services much longer if it wasn’t for PRT…

  

  Mags67

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  10/12/2018 at 5:19 AM #82592
  random45689

  Well I don’t know wherein the problem actually lies and therefore who is actually to blame? (good to hear from someone/there’s others out there too!)

  IG for not being able to cope with the hardware/support infrastructure requirements of such a partnership?

  ITF for not being able to cope with the hardware/support infrastructure requirements of such a partnership?

  IG for requiring the client->IG->ITF->IG->client support chain nightmare?

  ITF for requiring the client->IG->ITF->IG->client support chain nightmare?

  ITF for not providing decent software? (there are many issues within the platform itself once you manage to actually open it that is of course!)

  IG for not saying enough is enough and dropping the partnership altogether and therefore saving countless hours of support and headaches for them not to mention the hours poured into PRT by their clients?

  The list goes on but who is to ‘blame’?

  There is also the fact that as I have been informed when we are using PRT we are working on ITF’s server in Paris which (in a nutshell/my understanding of the situation) basically checks the conditions within our strategies are met before then firing the order request off to IG’s servers in London where they are then again checked (min stop distance/margin available etc.) and then the order is actually placed and the information relayed back to Paris… whilst I am assured there is full redundancy in terms of connectivity and server availability to me this sounds like a car crash waiting to happen and in the day and age of ‘faster the better’ does not seem like an acceptable setup to me and ITF need a server in London sitting right next to IG’s if there is any chance of this working reliably

  I wish all this worked really I do and I fully support the partnership/business is good etc. but yeh when will things drastically change or it is decided by either party that enough is enough and move on?

  I have (other than PRT) found IG to be very good in all other aspects to be honest and am impressed with their web platform and charts and mobile app etc. that I don’t really see why I would stop using IG even if I am upset they think it is a good idea to provide PRT to their clients – at the end of the day it is my choice to use it

  (also forgot to attach image on previous post)

  

  random45689

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  10/12/2018 at 7:54 AM #82603
  random45689

  Major outage and oh so very quite on here… but yes it is back up and running now I guess they get in at 7 in the UK (or perhaps were alerted to major outage that they got in early – how can a global financial outfit operate like this?)

  
  @Nicolas – please… you did say you would contact ITF after the last incident that apparently nobody knew about – there’s no avoiding the fact there was a serious issue today so please can you please talk to ITF and get some answers as to what is going on? And really I don’t want to hear the ever increasingly lame excuse that this is low priority demo stuff

  Thank you

  

  random45689

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  10/12/2018 at 8:17 AM #82605
  random45689

  Just going through my strategies – mixture of TF’s 1sec/1min/15min/30min/1hour and there are hours of gaps in all of them that I can see – different time gaps for different instruments (Major FX pairs) so don’t know if that indicates a server side or server server connectivity issue but obviously that screws up all the forward testing… 🙁

  Reckon (as totally and utterly foolish as I am but if you don’t put ya money where ya mouth is n all that eh) am going to go live with a strategy or two and see how things behave and if problems will at least immediately bypass the ‘3p (3rd Party) Demo low priority’ BS we are constantly being fed

  

  random45689

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  10/12/2018 at 8:35 AM #82610
  Nicolas

  I was informed that following an update of their website (IG), the link to their own demo servers had been broken. I am also told that the problem has been solved? It seems that the updates at night are not a good idea finally …: lol:

  Let me change the topic title to: IG demo servers totally down

  

  Nicolas

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  10/12/2018 at 8:41 AM #82613
  random45689

  An update to their website…? On a weekday…? Are they (IG) having a laugh?

  But wait hang on a sec how can an update to their website have anything to do with what presumably is a totally separate dedicated server (server cluster at the very least or similar surely) dealing with the PRT/IG communications?

  Surely IG are not running their website on the same server(s) – surely that can not be the case I refuse to believe it!

  And what was the update for please? Mission critical show stopping issue or was it in relation to fixing any of the problems with PRT/IG or just to add some new features to their website?

  

  random45689

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  10/12/2018 at 8:53 AM #82616
  random45689

  Just seen this is marked as ‘RESOLVED’ – is that it all the explanation we get?

  

  random45689

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  10/12/2018 at 10:09 AM #82625
  Nicolas

  I’m not working at IG and I’m not aware of what they do with their website, why do you want me to tell you something more about it?! Why do you think I’m lying about this? Your issues with your trading systems have nothing to deal with that web link broken!

  It did not escape you that the platform is online and that it launches via a web link, if it is badly written or contains errors, then nothing happens … Simple programming error of someone who was not awake!

  I’ll say it again here again, I’m not part of a big organization that aims to manipulate you or lie to you about what’s wrong with your IG trading experience and / or PRT . Thank you for your understanding.

   

  

  Nicolas

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  10/12/2018 at 11:39 AM #82632
  random45689

  Not sure why you think I think you are lying Nicolas or where that has come from and yes we all know you are independant etc. sorry you felt it necessary to say it again (a thousand thank you’s again it is really definitely appreciated – what would or even could we do if your site did not exist? And aren’t PRT/ITF extremely lucky to have someone like you providing independent support for them!) but sticking to the point I have just got off the phone talking to IG

  Yes it would seem it was decided by IG developers to carry out a server upgrade on their (IG Dashboard/platform) demo server last night which I am told is not usual procedure (?) but was unable to ascertain just what it was that was considered so desperately urgent it was necessary to do this – guess we will never know- I was told that their demo dashboard platform was down for 5 minutes but that then yes something went wrong with the link to PRT Demo within their website on the backend and it would seem there are no IT support capable or available at IG International to have dealt with this until IG UK staff turned up this morning

  How it was thought a good idea to kick off a server upgrade (and with no client notification!) at the end of play all go home and expect to come in in the morning to everything happily singing and dancing away and not prepare for or expect the unexpected is beyond my comprehension of what it means to be an IT professional

  When I asked how it was possible my strategies did not enter any trades for the duration of the outage and how could that have been down to only a weblink not working correctly I was unable to get any explanation and IG seem to consider that things were still running away in the background but to be fair were a little ‘fuzzy’ as to what was/wasn’t actually working but that it was only known it was not possible to actually access PRT

  I was then given the link to file my complaint should I wish to do so – https://www.ig.com/usermanagement/customeragreements?igCompany=iggb&agreementType=complaints_policy&locale=en_GB

  Ho hum another day another dollar… down the drain… 🙁

  

  random45689

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