I was logged into the system, but I lost my host feed.

Any time you lose your host feed, you will need to log out and log back in. Before logging back in, please be sure to hit the 'Reset' button. This will clear up any bad data that could have come across as a result of losing your host feed.

If your connection comes back up, then you are all set. If the connection does not come back up or the login button is grey, you should check to make sure you are still connected to the internet.

If you are still connected to the internet, and you are still unable to log in, We suggest that you run a traceroute from you to the host server. There are a few ways for you to accomplish this.

Windows 98, you can go to your Start menu, then to Run. You will then need to type in 'command' and hit enter.This will bring up a DOS window.You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

Windows NT, 2000, or XP, you can go to your Start menu, then to Run. You will then need to type in 'cmd' and hit enter. This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter. This will begin the traceroute to the J-Trader firewall.

3rd party traceroute software: Some software is available on the internet that is specifically designed to show you how your are routed, and how long it takes you to get from one site to another, and if there are any problems along the way. A couple of examples are VisualRoute, Neo Trace, and www.download.com may have some free ones as well.

*Please note that any trace times over 80ms or higher are going to impose problems. Also, watch for packet loss. If you are losing packets at any of the hops except for the last one, you will have connection problems. If the traceroute looks good, please call your Broker as there may be some other system or internet issue that he/she may know about.

I was logged into the system, but I have lost my price feed.

Generally, if you lose your price feed, it will come back up within a few seconds. If it does not, please log out of the system, and log back in (use the reset button prior to logging back in).If the price feed still does not come back up, it could be due to problems in the route in which your Internet Provider is sending you to us. In this case, there is very little we can do if the problem is outside of our network.We suggest that you run a traceroute from you to the system network.There are a few ways for you to accomplish this.

Windows 98, you can go to your Start menu, then to Run.You will then need to type in 'command' and hit enter. This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

Windows NT, 2000, or XP, you can go to your Start menu, then to Run.You will then need to type in 'cmd' and hit enter. This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

3rd party traceroute software: Some software is available on the internet that is specifically designed to show you how your are routed, and how long it takes you to get from one site to another, and if there are any problems along the way. A couple of examples are VisualRoute, Neo Trace, and http://www.download.com may have some free ones as well.

**Please note that any trace times over 80ms or higher are going to impose problems. Also, watch for packet loss. If you are losing packets at any of the hops except for the last one, you will have connection problems.If the traceroute looks good, please call your Broker as there may be some other system or internet issue that he/she may know about.

I was logged into the system, but I lost my host feed and price feed.

Any time you lose your host feed, you will need to log out and log back in. Before logging back in, please be sure to hit the 'Reset' button. This will clear up any bad data that could have come across as a result of losing your host feed.

If your connection comes back up, then you are all set. If the connection does not come back up or the login button is grey, you should check to make sure you are still connected to the internet.

If you are still connected to the internet, and you are still unable to log in, We suggest that you run a traceroute from you to the host server. There are a few ways for you to accomplish this.

Windows 98, you can go to your Start menu, then to Run. You will then need to type in 'command' and hit enter.This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

Windows NT, 2000, or XP, you can go to your Start menu, then to Run. You will then need to type in 'cmd' and hit enter.This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

3rd party traceroute software: Some software is available on the internet that is specifically designed to show you how your are routed, and how long it takes you to get from one site to another, and if there are any problems along the way.A couple of examples are VisualRoute, Neo Trace, and http://www.download.com may have some free ones as well.

*Please note that any trace times over 80ms or higher are going to impose problems. Also, watch for packet loss.If you are losing packets at any of the hops except for the last one, you will have connection problems. If the traceroute looks good, please call your Broker as there may be some other system or internet issue that he/she may know about.

I was logged into the system and lost my connection. When I try to re-connect, the system tells me that I am already logged in.

This is due to the fact that while you were logged in, for some reason you were disconnected. Sometime the system does not realize that your connection has been terminated, and your user ID needs to be reset. If this happens, please call your Broker as he/she can reset your ID.

When I try to log into the system, I get a message that my user ID has been disabled.

Please call your broker as he/she can have your user ID reset.

When I try to login, I get an error message that says 'java.lang.class not found'.

This means that you are not running the Microsoft Java Virtual Machine. You may have it on your computer, but another Java is being used. The other Java will need to be removed from your system in order for you to use J-Trader. To remove the other Java, you will need to go to your Start Menu, then to Settings, then to your Control Panel. Once there, double-click the 'Add/Remove Programs' icon. You will then need to scroll through the list of programs on your PC. Look for anything that begins with 'Java'. When you have found something, use the 'Add/Remove' button to uninstall it. Once complete, you should restart your computer and you should then be able to log in.

I can log into the system, but I am not getting any quotes.

The server you log into and the server you receive your prices from are separate. This could be due to problems in the route in which your Internet Provider is sending you to us. In this case, there is very little we can do if the problem is outside of our network. We suggest that you run a traceroute from you to the host server. There are a few ways for you to accomplish this.

Windows 98, you can go to your Start menu, then to Run. You will then need to type in 'command' and hit enter.This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

Windows NT, 2000, or XP, you can go to your Start menu, then to Run. You will then need to type in 'cmd' and hit enter.This will bring up a DOS window. You then need to type 'tracert 66.150.110.1' and hit enter.This will begin the traceroute to the J-Trader firewall.

3rd party traceroute software: Some software is available on the internet that is specifically designed to show you how your are routed, and how long it takes you to get from one site to another, and if there are any problems along the way. A couple of examples are VisualRoute, Neo Trace, and http://www.download.com may have some free ones as well.

*Please note that any trace times over 80ms or higher are going to impose problems. Also, watch for packet loss. If you are losing packets at any of the hops except for the last one, you will have connection problems. If the traceroute looks good, please call your Broker as there may be some other system or internet issue that he/she may know about.

What is the 'Reset' button for?

The Reset button is one you should use every time you log in. This button clears out any incorrect data that may have been transmitted due to the loss of a connection, and it is generally a good practice to use it. We have also seen old data come up when a customer has logged in, and using the reset button will clear that old data out.

After I 'Click Here to Launch Java Client' I get a rectangular window at the top left-hand corner of my screen, but it is solid gray and nothing else is happening.

This could be due to a couple of reasons.

1. You should check your security settings for Microsoft Internet Explorer and make sure they are set to medium. You can do this by opening up Internet Explorer. Click on the 'Tools' menu at the top of your screen, then go to 'Internet Options'. Once there, you will need to click on the 'Security' tab. At the bottom of that tab, there should be a button that reads 'Custom Level'. Click there, and you will see a new window. At the bottom of this window, you will see the 'Reset custom settings' section. You will need to reset that to medium. You can then click the OK button to get back to your normal Internet Explorer window.
   
   

2. If the first step does not work, it could mean that you are not running the Microsoft Java Virtual Machine. You may have it on your computer, but another Java is being used. The other Java will need to be removed from your system in order for you to use J-Trader. To remove the other Java, you will need to go to your Start Menu, then to Settings, then to your Control Panel. Once there, double-click the 'Add/Remove Programs' icon. You will then need to scroll through the list of programs on your PC. Look for anything that begins with 'Java'. When you have found something, use the 'Add/Remove' button to uninstall it. Once complete, you should restart your computer and you should then be able to log in.

After I 'Click Here to Launch Java Client' I get a rectangular window at the top left-hand corner of my screen, with a small box with an 'X' in it and nothing else is happening.

This could be due to a couple of reasons.

1. You should check your security settings for Microsoft Internet Explorer and make sure they are set to medium. You can do this by opening up Internet Explorer. Click on the 'Tools' menu at the top of your screen, then go to 'Internet Options'. Once there, you will need to click on the 'Security' tab. At the bottom of that tab, there should be a button that reads 'Custom Level'. Click there, and you will see a new window. At the bottom of this window, you will see the 'Reset custom settings' section. You will need to reset that to medium. You can then click the OK button to get back to your normal Internet Explorer window.
   
   

2. If the first step does not work, it could mean that you are not running the Microsoft Java Virtual Machine. You may have it on your computer, but another Java is being used. The other Java will need to be removed from your system in order for you to use J-Trader. To remove the other Java, you will need to go to your Start Menu, then to Settings, then to your Control Panel. Once there, double-click the 'Add/Remove Programs' icon. You will then need to scroll through the list of programs on your PC. Look for anything that begins with 'Java'. When you have found something, use the 'Add/Remove' button to uninstall it. Once complete, you should restart your computer and you should then be able to log in.

After I 'Click Here to Launch Java Client' nothing happens.

This could be caused by any pop-up stopper or firewall software you may have on your PC. This you will have to adjust on your own as we do not support any of that type of software.