Strategies stopped due to rejected orders – lack of info

• 06/03/2019 at 10:46 AM #99861
  Vonasi

  Another Monday morning and another bunch of stopped strategies and orphaned trades on my demo accounts. I found four strategies stopped on one of my accounts all due to insufficient funds. This lack of funds is created by all the phantom trades that are running and that I can’t close. One of them is currently running a £63000 loss – imagine the margin needed to keep that open! So plenty of time wasted this morning closing down lots of orphaned trades and restarting strategies. These phantom trades are stopping strategies from opening trades so forward testing is meaningless too.

  I reported all this via technical reports weeks ago and have had email conversations since then with IG who say they have passed it over to PRT and yet nothing has changed. Not one single phantom trade has been deleted.

  At the moment I don’t care if it is IG’s fault due to messed up demo servers or a massive mess up by PRT – I just want the phantom trades deleted so that my demo platform testing might actually work as it should.

  Last week I barely ever opened my PRT platform except to maybe code something to help someone on these forums. It seems that PRT/IG are slowly losing me as a regular user and if I as a moderator on these forums feels like that then how must any newbie feel when they get this level of customer support when something goes wrong?

  Please fix it IG, PRT, whoever I don’t care – just fix it!

  1 user thanked author for this post.

  O-jay8

  

  Vonasi

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  06/13/2019 at 4:01 PM #100563
  Nicolas

  Hi,

  The problem has been watched closely since your first report.

  Here is the information I received from PRT about this. This is a personal letter to Vonasi 🙂

  Dear Vonasi,

  Please know that we have not ignored your reports and that the issues that you were facing with your phantom orders should now be resolved.

  I understand that you have been waiting for quite some time for this to be resolved and we apologize for the time it took.

  Our developers have been looking very closely to your case in order to be able to find a pattern and test different solutions to improve this situation.

  Earlier this week we have released a fix in PRT’s demo version which we believe should be able to correct this.

  Again, we apologize that it took so long and we want you to know that we value your comments on and your feedbacks on this forum. Our teams are keen on improving our platform and we appreciate the efforts that you put into reporting and describing the bugs that you face. We sincerely hope that you will continue to do so.

  Best regards

  ProRealTime.

  

  Nicolas

  Keymaster

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  06/13/2019 at 6:49 PM #100580
  Vonasi

  Thank you PRT for finally sorting this. I have just quickly checked through my three platforms and there are no orphaned trades or phantom trades now. My only comment would be that perhaps just a quick message on here or via email to say that you had been told of the issues by IG and that you were investigating them would be a 100% improvement in customer communications and relations.

  On a separate note I did notice a couple of strategies that are showing different values for a strategies profit in the Performance window compared to that shown in the ProOrder AutoTrading window. There are no open positions so the value should be the same. I’m a bit busy at the moment but I will double check and send reports if it is still the case.

  

  Vonasi

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  06/13/2019 at 10:11 PM #100593
  GraHal

  Vonasi wrote:

  showing different values for a strategies profit in the Performance window compared to that shown in the ProOrder AutoTrading window.

  I have several of these also and I reported this last October and gave an example on my wife’s account.

  The last email my wife received was from IG on 15 Oct 18 … copy below.

  I have raised your issue directly to ProRealTime under the reference 9490
  and will keep you updated with their investigation. 

  Keep up the Good Work PRT … the letter to Vonasi is encouraging to us all!

   

  

  GraHal

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