Troubleshooting

Problems communicating with Keytrade Pro's servers due to firewall/proxy problems.

• Refer to Technical Issues for Keytrade Pro configuration alternatives.
• The Keytrade Pro connection settings are configured under Tools > Connection Setting from the Keytrade Pro menu.

Problems communicating with Keytrade Pro's servers due to firewall/proxy problems.

• The client has a proxy server that is not available or is not configured correctly.
• Refer to Technical Issues for Keytrade Pro configuration alternatives.

The User ID is not recognised by the login server (you cannot be authenticated).

• Incorrect User ID entered, carefully check the User ID.
• The simulation account has exceeded the trial period and has been automatically deactivated.

Keytrade Pro cannot connect to Keytrade Pro's server.

• Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of Keytrade Pro.
• The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.
• The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for Keytrade Pro configuration alternatives.
• The Internet Service Provider does not recognise the DNS name:
  1. Select Tools > Connection Settings from Keytrade Pro menu.
  2. Delete the URL or Domain Name.
  3. Enter the IP address of Keytrade Pro server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).

  Note: This should only be done as a last resort and the DNS name should be used where possible.

The PC is using an old version of Windows 95 Winsock – upgrade Winsock to the latest version.

A wrong password has been entered.

• Enter the password again exactly as noted in the welcome email.
• If a password has been entered and remembered, delete the contents of the password box and then retype the password.

You are attempting to open Keytrade Pro (log into an account) twice.

• Close the first instance of Keytrade Pro before opening another.

Keytrade Pro cannot read the key correctly because:

• Key not activated by Keytrade Pro – contact Keytrade Pro to get your key activated.
• The key is not stored correctly on the PC. Use the following procedure to correct the problem:
  1. Exit then restart the Keytrade Pro.
  2. Select Tools > Key Management > Delete the current key from Keytrade Pro menu.
  3. Exit then restart Keytrade Pro again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. Click OK.
  4. Select Tools > Key Management > Generate new key from Keytrade Pro menu. A dialog will be displayed instructing you to contact Keytrade Pro to get the new key enabled. Click OK, Keytrade Pro will close automatically.
  5. Contact your Keytrade Pro representative to activate the new key.
  6. Optionally, select Tools > Key Management > Save current key to a floppy to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.
  7. Restart Keytrade Pro to enable the new key.

The new key generated by Keytrade Pro was not transmitted correctly to Keytrade Pro. Use the following procedure to regenerate the key and transmit it to Keytrade Pro:

1. Select Tools > Key Management > Delete the current key from Keytrade Pro menu.
2. Exit then restart Keytrade Pro again. A dialog will be displayed during startup instructing you to either re-import an existing key or generate a new key. Click OK.
3. Select Tools > Key Management > Generate new key from Keytrade Pro menu. A dialog will be displayed instructing you to contact Keytrade Pro to get the new key enabled. Click OK, Keytrade Pro will close automatically.
4. Contact your Keytrade Pro representative to activate the new key.
5. Optionally, select Tools > Key Management > Save current key to a floppy to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.
6. Restart Keytrade Pro to enable the new key.

Could not import the encryption key from Keytrade Pro on one PC to another because of different encryption levels used by the two Keytrade Pro. Use the following procedure to correct the problem:

1. On the PC where the key is copied from, select Tools > Key Management from Keytrade Pro menu and note whether the Use strong encryption checkbox is checked or not.
2. On the PC where the key is copied to, select Tools > Key Management and ensure the Use strong encryption checkbox is the same as on the original PC.
3. Select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart Keytrade Pro and enable the key.

Could not load the encryption key into Keytrade Pro. Use the following procedure to correct the problem:

1. Format a floppy on the PC that is going to receive the key (the new instance of Keytrade Pro).
2. Insert the disc in the PC where the key is to be copied from and select Tools > Key Management from Keytrade Pro menu. Select Save current key to a floppy to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.
3. Insert the disc in the PC where the key is to be copied to and select Tools > Key Management and select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart Keytrade Pro and enable the key.

If this does not work, on the PC receiving the key:

1. Reinstall Keytrade Pro.
2. Select Tools > Key Management, select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart Keytrade Pro and enable the key.

Attempting to install Keytrade Pro from an old installation file that is not longer valid. Download and install Keytrade Pro again from Keytrade Pro web site.

This can occur during upgrade of Keytrade Pro. Some files have not been registered. Reinstall Keytrade Pro.

Keytrade Pro is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to Keytrade Pro instead of newer upgrade files.

• Download and reinstall Keytrade Pro from Keytrade Pro web site.
• If the problem persists, refer the case to Keytrade Pro's technical support for further investigation.

If CFD trading should be allowed in the client's account:

• The account may not allow CFD trading and is enabled for Forex only. Contact a Keytrade Pro representative to get CFD trading enabled.
• Spread-based trading may not enabled in the account. Contact Keytrade Pro to get spread-based trading enabled.

Contact a Keytrade Pro representative to ensure that both the Forex and CFD trading are enable for the client.

The PC running Keytrade Pro is running non-compatible regional settings.

Change the regional settings of the PC to use your preferred digit separators and decimal symbols:

1. Open the Control Panel on your PC by selecting Start > Settings > Control Panel.
2. Select Regional Options.
3. Select the Numbers tab.
4. Select your preferred Decimal symbol and Digit grouping.

   Note: the Decimal symbol and Digit grouping must be different. For example, if the Decimal symbol is the point symbol ("."), the Digit separator must not be the point symbol and is usually the comma symbol instead.

5. Select OK to apply the new settings and close the Regional Setting dialog.

Keytrade Pro is not registered correctly in the PCs operating system – reinstall Keytrade Pro.

Use the following procedure to rectify the problem:

1. Close the Client Summary in Keytrade Pro.
2. Close Keytrade Pro and select Yes when asked if you want to save changes.
3. Restart Keytrade Pro and log on.
4. Open the Client Summary (Account > Client Summary from the Client Station menu).

Client has changed password in Keytrade Pro, and the new password has not synchronised with the Recaps System.

Refer the case to Keytrade Pro for further investigation.