If you experience any problems with the Alert Software, this page will help you resolve it.
The first thing to do is reboot your computer.
Rebooting your computer to free up system resources solves most of the issues you will run across. The Alert Software uses significant system resources, so it’s not a bad idea to reboot your computer every now and then – especially if you are on an older computer or laptop.
Tabs Don’t Appear When You Check Them in the Settings
If you check or uncheck some Tabs in the Settings screen and the tabs don’t show up correctly – simply close the Alert Software and re-open it back up and they will appear.
If the Count-Down Timer on your Scalper screen isn’t active (when Futures are trading) – simply close the Alert Software and open it back up and it will appear correctly.
If You Are Getting A Blank Screen
NOTE: When you first install or reinstall the Alert Software, you will likely see the “blank screen” for several minutes while the software establishes an initial connection to our server. This can be several minutes or longer – sometimes as long as 10-minutes. Just be patient and it will eventually connect. From there on out it will open and connect quickly. If you haven’t opened the Alert Software for a period of time – say a week or more you may experience this same issue.
If the alert Software was working fine and suddenly one day you get a blank screen when you open it, the software may have lost its connection to our server. If you have installed the Alert Software on 2 computers you will need to “manage the connection” on those computers. Click Here to see how to run the Alert Software on 2 computers.
If you only installed it on 1 computer but all of a sudden you are getting a blank screen – see the section below to resolve that.
Note: Be sure to click the Settings Button and make sure you have at least one of the instruments / tabs checked. If no instruments are checked the screen will appear blank.
How to Reconnect Your Alert Software to Our Server
The Alert Software is connected to our server using a program called QuantKey.
QuantKey runs in your System Tray and only allows one live connection at a time.
Here’s how the QuantKey Connector software works:
Down in the lower right-hand corner of your screen (by the clock) is the System Tray. Click the little ^ upper carrot to see the programs running in your System Tray and mouse over them until you see the “QuantKey Connector”. Then then Right-Click on that icon to bring up the menu.
NOTE: If the QuantKey Connector is red (as shown below), it isn’t connected.
If you hit “Settings” it brings up the dialog box with your Login Codes we originally emailed you for the 1st install. This is how you access the login screen in case you made a typo when entering your login credentials.
Just click “cancel” to close that dialog box. Now you know how the Alert Software login screen works.
Next – Close your Alert Software
Now go back to your System Tray and right-click directly on the Quantkey Connector icon, then left-click on “connect” in the menu. That should re-connect your Alert Software to our server and when you open it back up the screen should no longer be blank – it should be working normally.
If your Alert Software seems like it’s “stuck” and your Trigger Range doesn’t match up with the current prices of the instrument you are following, you can do that same thing to “reconnect”.
If you still have trouble and it didn’t seem to connect properly, try hitting “disconnect” first then go back and hit “connect”.
If it still seems like it’s not connecting properly, here’s the final thing to try: Make sure the Alert Software is closed. Then right-click on the QuantKey Connector and choose “EXIT” from the menu. This will shut it down completely. Then, simply open your Alert Software and that will restart QuantKey from scratch.
Note that our NinjaTrader indicator also connects through the QuantKey Connector
Sometimes you might see that QuantKey is green – but that doesn’t guarantee it’s still connected. Just hit “disconnect” and then go back and hit “connect” then open the Alert Software and see if it’s ok. QuantKey should be green or black when it’s connected, but red means it’s not connected.
On rare occasions we might be experiencing a data issue on our back-end, in which case the problem isn’t with your software. Occasionally we take down our server for maintenance and Windows Updates and your software won’t connect. If you’ve tried everything on this page and still have a problem, just email us.
Remember that 99% of the time simply rebooting your computer will solve any issues – especially with the tabs and many times with the data connection – so try that first.
If you still have trouble or need help, Email email@example.com