Swissquote Trading Software User Guide - Troubleshooting

1. Windows

This section covers the needed basic knowledge used in this support manual for Windows users.

      1.1 - Control Panel

To access your Windows Control Panel, go in the Start menu and click on "Control Panel" as shown below.

Windows 98/ME/2000/XP Classic menu:


Windows XP:


Windows Vista:


If you are running on Windows ME, XP, or Vista, be sure to show all options or the classic view.

Windows ME view all Control Panel options:


Windows Vista Switch to Classic View:


You should now see your Windows Control Panel resembling the one shown below:

Windows Classic Control Panel:

      1.2 - Run command Window

You can find the "Run" command window in your start menu:

Classic and Windows XP Start Menu


Another way would be to press the windows key (between the Ctrl and Alt keys) and "R" key on your keyboard at the same time.

You should then have a window resembling the one below:

Run command Window:


In Windows Vista, you can also use the search option at the bottom instead:

Vista Start Menu:

      1.3 - Command Console

In the Run command window, type "cmd" without the brackets and click OK.
This will bring up a console window resembling this:

      1.4 - Task Manager

To open the Windows Task Manager, you can either press the following keys simultaneously: "Ctrl", "Shift", and "Esc", or you can right-click on the taskbar and select "Task Manager".

      1.5 - End Process in Task Manager

To manually end or "kill" a windows process, open the Task Manager and click on the Process tab.


Once in the process tab, select the process you would like to end and click on the "End Process" button. Here an example to end the "javaw.exe" process, note that you have to end them one after the other and not all at once.
2. Linux (Ubuntu)

This section covers the needed basic knowledge used in this support manual for Ubuntu users. We chose to cover the Ubuntu release, as it is to this date the most popular release amongst Linux beginners. There is a lot of documentation available for this release, so we will often refer to it for specific tasks.

      2.1 - Multiverse Repository on Ubuntu 6.06/6.10

You will find a short introduction about repositories at https://help.ubuntu.com/community/Repositories .

For a detailed description to add the Multiverse repository, please visit the following page https://help.ubuntu.com/community/Repositories/Ubuntu

If you are using Kubuntu, have a look here: https://help.ubuntu.com/community/Repositories/Kubuntu .

      2.2 - Terminal

For a more advanced documentation on using the Terminal, please visit the following page: https://help.ubuntu.com/community/UsingTheTerminal .

The Terminal, also known as the command line interface (CLI), Shell, or console, can be found at the following locations:

In Ubuntu:
You will find the Terminal in the Applications menu under Accessories.


In Kubuntu:
the Konsole in the K menu under System.

      2.3 - Verify Version

To verify which release of Linux you are running, open a Terminal and type the following command: "lsb_release -a"

Here are two examples for Ubuntu 6.06 and 7.04:

Ubuntu 6.06


Ubuntu 7.04
3. Clear Web Browser Cache

This section will help you clear your Web Browser cache depending on which browser you are using.

      3.1 - Internet Explorer 6 (Windows)

First, go in the "Tools" Menu and click on "Internet Options..."


The Internet Options window will appear; be sure to delete both the cookies and the files:

      3.2 - Internet Explorer 7 (Windows)

In the "Tools" icon, click on "Delete Browsing History..."


Then click on "Delete files..." and "Delete cookies..."

      3.3 - Mozilla Firefox 2

If you are still using a previous version of Firefox, we strongly encourage upgrading to Firefox 2, as previous versions are no longer supported with security and stability updates. You can find it at www.mozilla.com.

In your Firefox browser, go in the "Tools" menu, and click on "Clear Private Data..."


A "Clear Private Data" window will appear. Make sure that Cache and Cookies are selected, and then click on the "Clear Private Data Now" button.

      3.4 - Mozilla Firefox 2 (Macintosh)

If you are still using a previous version of Firefox, we strongly encourage upgrading to Firefox 2, as previous versions are no longer supported with security and stability updates. You can find it at www.mozilla.com.

When Firefox is open, go in the "Tools" menu, and click on "Clear Private Data..."


A "Clear Private Data" window will appear. Make sure that Cache and Cookies are selected, and then click on the "Clear Private Data Now" button.

      3.5 - Safari (Macintosh)

When Safari is open, go in the "Safari" menu, and click on "Empty Cache..."


A confirmation window will pop up, click on the "Empty" button.

      3.6 - Konqueror (Linux)

When Konqueror is open, go in the "Settings" menu, and click on "Configure Konqueror..."


A "Configure - Konqueror" window will pop up, in the menu on the left, click on the "Cache" icon, then click on the "Clear Cache" button. After that, close the window by clicking OK.
4. Java

This section will help you install Java, access it's control panel and explain how to change a few settings, as well as clear the cache.

Please note that the Java Console looks the same in Ubuntu (Linux) as it does in Windows.

      4.1 - Verify Java Version (Windows)

You can verify if Java is installed on your computer by going to the Java website at http://java.com/en/download/installed.jsp .

Another way would be to open a command console and type "java -version" followed by enter, it will then display which java version is installed.

      4.2 - Verify Java Version (Linux)

You can verify if Java is installed on your computer by going to the Java website at http://java.com/en/download/installed.jsp .

Another way would be to open a command console and type "java -version" followed by enter, it will then display which java version is installed.

      4.3 - Install Java (Windows)

To install the latest Java version on Windows, open your web browser and go to http://www.java.com and then follow the instructions. Be sure to check that you have no older version of Java installed before installing the latest release.

      4.4 - Install Java (Macintosh)

To install Java on your Macintosh, just click on the apple and then click "Software Update..." it will download the latest release automatically. Please note that Mac OS X 10.3 and under do not support Java V5 and as such, only Tiger (Mac OS X 10.4) and higher can install never Java releases.

      4.5 - Install Java (Ubuntu)

You will first need to know which version of Ubuntu you are using, as the Java version is different for Ubuntu versions older than 7. If you have an older version (like 6.06 or 6.10) make sure that you have the Multiverse Repository enabled.

Open a Terminal window, enter the command "sudo apt-get install sun-java6-bin" and press enter, you will be asked to provide your password.
Note: for Ubuntu 6.06 and 6.10, type "sun-java5-bin" instead of "sun-java6-bin".
Accept by pressing Y and then enter.


Once you accept the installation, you will be asked to accept the Sun license agreement, select and .



Once the installation is finished, although it is not required, it is recommended to also install the Java plug-in for your web browser.
To do so, type the following command in the Terminal: "sudo apt-get install sun-java6-plugin" and press enter, you might be asked to provide your password again.
Note: for Ubuntu 6.06 and 6.10, type "sun-java5-plugin" instead of "sun-java6-plugin".

      4.6 - Uninstall Java (Windows)

To uninstall previous Java versions, go to your Control Panel, open "Add or Remove Programs", and then remove all listed Java versions. The name can defer depending on the version as you can see below:

      4.7 - Open Java Control Panel (Windows)

Go to your Windows Control Panel, look for a Java icon, and open it.

Java icon Version 5 and Version 6:

      4.8 - Open Java Control Panel (Macintosh)

Open finder and click on "Applications". There you will find a folder called "Utilities", click on it to bring up a list of utilities, within you will find a Java folder, click on it. What we want to access is a folder named "J2SE 5.0".


In the "J2SE 5.0" folder, you will find two applications. To open the Java console, double-click on "Java Preferences".

      4.9 - Open Java Control Panel (Ubuntu)

You will find the Java Control Panel in the Applications menu under "Internet". The icon is called "Sun Java 5.0 Web Start" for Ubuntu 6.06 / 6.10 and "Sun Java 6 Web Start" for Ubuntu 7.04.


In Kubuntu, you will find it in the K menu under "Internet".

      4.10 - Clear Java Cache Version 5.0

First, open the Java Control Panel. In the "General" tab, you will find a section called "Temporary Internet Files". Click on the "Delete Files..." button.


A window called "Delete Temporary Files" will pop up, select all 3 options and click OK.

      4.11 - Clear Java Cache Version 6.0

First, open the Java Control Panel. In the "General" tab, you will find a section called "Temporary Internet Files". Click on the "Settings..." button.


The following "Temporary Files Settings" window will open, and then click on the "Delete Files..." button at the bottom of the window.


Another window called "Delete Temporary Files" will open, make sure both options are selected and click OK.

      4.12 - Clear Java Cache (Macintosh)

First, open the Java Control Panel. In the "General" tab, you will find a section called "Temporary Internet Files". Click on the "Delete Files..." button.


A window called "Delete Temporary Files" will pop up, select all 3 options and click OK.

      4.13 - Clear Java Cache Manually

To clear the Java cache manually, you will need to close every Java related process first. For windows users, please have a look at the "End Process in Task Manager" example.

Once all Java processes are closed, go to the following location, depending on your operating system, and erase all the files and folders:

Windows: C:\Documents and Settings\ \Application Data\Sun\Java\Deployment\cache

Mac OS X: /Users/ /Library/Caches/Java/cache

Linux (Ubuntu): /home/ /.java/deployment/cache

The exact cache location can be found in the Java Temporary Internet Files Settings. To access these settings, go to the Java Control Panel, in the General tab, and then click the "Settings" button in the Temporary Internet Files section.

Example for Windows:
Java Internet Files Settings


You can enter the location in a Run command window; it will open a new window at the correct location.


In the cache directory, select all the content (here all folders) and delete them.

      4.14 - Show Java Console

Open your Java Control Panel then go in the "Advanced" tab. Expend the "Debugging" and "Java console" menus by clicking on the plus sign next to them.

tions and select "Show console" in the Java console option, then click OK.


The Java Console will pop up the next time you launch a Java application on your computer.

      4.15 - Show Java Console (Macintosh)

Open your Java Control Panel then go in the "Advanced" tab. Expend the "Debugging" and "Java console" menus by clicking on the arrow next to them.

Check all Debugging options and select "Show console" in the Java console option, then click "Save".


The Java Console will pop up the next time you launch a Java application on your Macintosh.

      4.16 - Java Cache Viewer Version 5.0

In the Java Control Panel's General tab, under the "Temporary Internet Files" section, click on he "Settings..." button.


This will open the "Temporary Files Settings" window. In that window, click on the "View Applications..." button.


This opens the Java Cache Viewer.

      4.17 - Java Cache Viewer Version 6.0

In the Java Control Panel's General tab, under the "Temporary Internet Files" section, click on he "View..." button.


This will open the Java Cache Viewer.

      4.18 - Java Cache Viewer (Macintosh)

In the Java Control Panel's General tab, under the "Temporary Internet Files" section, click on he "Settings..." button.


This will open the "Temporary Files Settings" window. In that window, click on the "View Applications..." button.


This opens the Java Cache Viewer.
5. Advanced Trader

This section covers common questions and known error related to the Swissquote Advanced Trader.

      5.1 - Uninstall

The quickest and easiest way to uninstall the Swissquote Advanced Trader platform is to clear the Java cache completely.

However, if you do not wish to clear the Java cache, but only uninstall the trading console, please proceed as follow:

Open the Java cache Viewer, select the Swissquote Forex Trading Platform.

On Java 5.0
Click on the Remove Selected Application button, or right click and select Remove Application.


On Java 6.0
Click on the red X icon, or right click and select Delete.

      5.2 - Create Desktop Link

To create a desktop link to the installed application, open the Java Cache Viewer, select the Swissquote Forex Trading Platform and do the following:

On Java 5.0

Right click and select "Install Shortcuts".



On Java 6.0
Click on the shortcut icon, or right click and select Install Shortcuts.

      5.3 - Customization Console

To open the console, go to the Tool menu and click on Customization Console.


This will open the Trading console configuration window, which looks like the following:

      5.4 - Delay Persist Selection

The delay for the amount selection in the WYCIWYG window can be set between 20 and 300 seconds. To change it, proceed as follows:

Open up the Customization Console and click on the Trading activity icon on the left menu. In the trading section, you will find an option called Delay persist selection, by default 0 is displayed.


To change the value, click on the zero and either use the up and down arrow to modify the value, or type the value directly.


After changing the value, be sure to click on another field for the change to be registered. For example, you can click on the Default Order Pips Away which is right above.


After clicking on another field, you can click on the Apply button at the bottom of the window; this will close the Configuration Console.

It is recommended to check if the option was saved correctly by opening the Configuration Console again, the new amount should be displayed instead of the default 0 (300 in the example above).

      5.5 - Add Chart Alert

To add an alert on a chart, first click on the button on the top left hand corner of the chart window to show the additional chart buttons.


To add an alert on a chart, first click on the button on the top left hand corner of the chart window to show the additional chart buttons.


Once the alert settings have been modified, click on the Create Alert button. Make sure that the signals have attributed sound files.

      5.6 - Modify & Add Sound Files to Chart Alerts

In the Alert settings window, click on the note button next to the Signal drop down menu.


This opens the Alert sounds window. To add a sound file, click on the Search button to browse for a sound file on your computer. Please note that you can only select the following sound file formats: .aif(f), .au, and .wav.


Here you can see an example of different sound files used from the Windows directory.

      5.7 - Change Password

To change your password, go in the Trading console configuration window, click on the Security icon, and then click on the button next to the password field. This will open the Change password window. Enter your current password and new password, and then click Apply.

      5.8 - Prolong Account

To prolong a Demo account for the first time, all you will need to do is wait for the last day. Then a popup will appear the next time you launch the Swissquote platform, just click on the Prolong account button.


If you already prolonged your Demo account once, please contact us directly.

      5.9 - Error: Empty Live Trading Quotes Window

It sometimes happens that the Live Trading Quotes are not displayed correctly when logging back in, this can usually be fixed by clicking on the Autofit button on the top right hand corner of the window.

      5.10 - Error: Cant Open trader.jnlp

This error appears when trying to login without having Java installed on the computer, after downloading the file as it did not open itself automatically:


Save file instead of automatic opening:


Usually, the Java Status Detection displays that Java is not installed as you can see below:


All there is needed to fix this issue is to install Java.
 
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