Graph appears more than double, not being asked for

• 07/04/2018 at 10:21 PM #75237
  Jan

  When starting PRT, I come to my last saved screen overview, left My favourite indexes/commoditiy, right a graph.

  However the graph comes up double, sometimes triple when starting PRT from the IG.COM menu.

  Also during working with PRT, a new graph appears, not being asked (?)

  Delete the PRT software and install again did not solve the problem,

  It had worked normally before with me, not starting an extra graph in PRT.

  Maybe I have ticked a setting I am not aware of ??

  Any advice how to get rid of this annoying extra graph popup ?

  Thanks for your help in advance !

  Kind regards, Jan

  

  Jan

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  07/05/2018 at 10:07 AM #75273
  GraHal

  Picture tells a thousand words … why don’t you post on here a screen shot of the the issue you are experiencing … else we have to guess??

   

  

  GraHal

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  07/06/2018 at 11:18 AM #75450
  Carine

  Hello,

  Could you delete the additional graphics, save, restart and send us a technical report via the Help > Technical Support menu, if the problem persists.

  Regards,

  

  Carine

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  ProRealTime

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  07/06/2018 at 10:08 PM #75510
  Jan

  Dear Carine,

  thanks for your response, but advice did not work regretably

  Where can I go for support ?  I tried the link https://www.prorealtime.com/nl/faq/help_support, but seems not the right one ?

  Thanks in advance.

  

  Jan

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  07/06/2018 at 11:22 PM #75514
  Vonasi

  Carine means click on ‘Help’ and then ‘Technical Support’ in your PRT platform to send a report directly to them from your platform so that they can analyse the problem.

  1 user thanked author for this post.

  Jan

  

  Vonasi

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  07/07/2018 at 10:41 AM #75517
  Jan

  Dear all,

  I found that the problem only appears when I start PRT from my  “old”/existing platform from IG. Hereby I select from my favorite list just one item (e.g. DAX index), select “click on more items”  behind this item, then one of the options is “Prorealtime”, from where I started PRT.  Using this option gives unexpected extra graphs in PRT.

  When I use the new platform, clicking on the button “Discover our new Platform”  at the  “old”/existing platform of IG ,  the new platform of IG appears and then I can start  PRT  with clicking on my login name at the right top site of the screen. Then 4 options appears: Primary account, My IG, ProRealTime and Log Out.  When I click here on “ProRealTime”, PRT start up normally, here it works !

  I have posted this problem to the  ‘Technical Support’  of PRT today and wait for their response.

  Which raise a new question to me: should we use only the renewed IG-platform ?  And how to log in straight to the new IG-platform, or is that not possible yet ?

  Thanks for your help

   

  

  Jan

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  07/07/2018 at 11:59 AM #75522
  rajiwas

  If you have template saved before the incident, then simply select your template to reload and it get back to your custom setting without need to close all the extra chart.

  

  rajiwas

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  07/15/2018 at 10:40 AM #76037
  Jan

  Dear Rajiwas,

  Thanks for your suggestion,  I tried it several times, but this did not work with me.

  I now use my bypass:

  When I use the new platform, clicking on the button “Discover our new Platform”  at the  “old”/existing platform of IG ,  the new platform of IG appears and then I can start  PRT  with clicking on my login name at the right top site of the screen. Then 4 options appears: Primary account, My IG, ProRealTime and Log Out.  When I click here on “ProRealTime”, PRT start up normally, here it works !

  

  Jan

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