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Let’s look at some trouble shooting tips for connecting to our servers. Here we can see that the status ball is green, the tick marks are green, and the number indicating the speed of the connection. And new alerts are coming in. Let’s look at an error. What happens if I misspell my username? I see a red ball here. A red ball means an account problem, such as a bad username. You can see that it has stopped trying to connect and the tick marks are fading to black. This means I need to fix this problem myself. That’s how account problems go. More details: bad username, please re-login. OK let’s try it. Once again, red ball. It talked to the server, but didn’t get an answer it liked. The detail says my account expired. We see this a lot, people will make 2 or 3 accounts sometimes by accident and then only pay for one. Often we find the problem is someone just logged into the wrong account. Easy to fix, I can log in as me again. And sure enough I have green marks again. And there is still detail here, it says I’m logged in as this username, and in this case it says my account expires in 5 days. This is just a warning because I didn’t choose a plan that automatically renews me every month. I chose a plan where I have to go back to Trade-Ideas and renew every 3 months. So there’s the warning so I can renew in time. Logging in 2 places Let’s look at another common problem. What happens if I log in somewhere else? Maybe I was logged in to my Trade Ideas account on the internet and logged in as my username. It kicked me out because I was logged into TI Pro or on another computer. If I refresh, then I’m live. The fact is I can only log in one place at a time. So if I’m logged in here, I’m logged out of Trade Ideas Pro. Sure enough, disconnected by server, not retrying – another user connected as my username. In this case, it’s an easy fix. I can double click on the ball and it logs me in again. Just like hitting refresh on the web. Network troubleshooting So far we’ve looked at account problems, let’s look at a different type of problem. What if there’s a network problem and you can’t connect to Trade Ideas. I’ll simulate a network problem by shutting off my wi-fi. Here you can see there’s no connection, no new bars, and in a few seconds it will change the status. We can see its yellow. Yellow always means a network problem; red always means it’s the account. Notice how it keeps retrying. A lot of times this can be caused by problems with your wi-fi and as soon as the connection is reestablished or your router is restarted. So I turn wi-fi back on, and as soon as the connection comes back, the alerts start coming in and we have green status marks. Everything works as it should. A final tip about network problems. There’s just so many details to make the network work correctly and so many people report specific issues that don’t appear for everybody. So a lot of the improvements are just making the network work better, be more robust and resilient. If you’re having problems one of the first things to do is to make sure your software is up to date. Some of these improvements are small and correct stuff that only affected a few users so they aren’t always documented in the release notes. It is always a good idea to get the newest version of TI Pro, especially if you’re having connection issues. If you’re still having trouble contact us. But it’s best to try this procedure first. Check the status bar, what color are the tick marks, the ball, and what does this say?
