If you're having technical issues with the automated trading platform, follow the steps below to perform a clean installation on your operating system.
For Windows Users
Steps to Follow
Uninstall the trading platform:
Open Control Panel (press
Windows Key + R, typecontrol, and hitEnter).Go to “Programs” → “Programs and Features”.
Find ATP, right-click → select “Uninstall”.
Backup Settings:
Open File Explorer (press
Windows Key + E).Go to
C:\Users\YourUsername\AppData\Local\Exante\.Rename the
atp6folder toatp6_backup.
Check the Folder:
Ensure the
atp6folder is renamed or deleted.
Install the Latest version of the trading platform:
Download the latest version from the official website.
Run the installer and follow the prompts.
Final Step: Launch the trading platform
Try launching the trading platform to see if the issue is resolved.
Additional Tips
Close Extra Charts: Reduce open charts to save resources.
Increase Memory (if needed): Go to Help → VM Options, add
-Xmx5G(adjust as needed), and restart the trading platform.Check the Internet: Ensure your connection is stable.
For macOS Users
Steps to Follow
Uninstall the Trading Platform:
Open Finder and go to the Applications folder.
Find the Trading Platform → right-click, and select Move to Trash.
Rename User Directory:
Open Finder and press
Command + Shift + G.Enter:
/Users/<USERNAME>/Library/Application Support(replace<USERNAME>with your name).Rename the
atp6folder toatp6_backup.
Check the Folder:
Ensure the
atp6folder is renamed or deleted.
Install Latest Version:
Download the latest Trading Platform version from the official website.
Open the file and follow the installation instructions.
Final Step: Launch the Trading Platform
Try launching the trading platform to see if the issue is resolved.
It is essential to rename your User directory and completely reinstall the trading platform rather than merely collecting the User directory.
Please note that uninstalling and reinstalling the Trading Platform does not remove your local settings or cache, which is a key reason why the issues may persist.
Mobile App Troubleshooting Guide
Have trouble with your mobile app? Follow these quick steps to resolve common issues.
1. Reinstall the App
Uninstall the app from your device.
Download the latest version from here.
Reinstall and check if the problem persists.
2. Check on Another Device
Use another smartphone or tablet to see if the issue is device-specific.
3. Test on Other Platforms
Check the app on a web browser or alternative devices to compare performance.
4. Verify Your Internet Connection
Make sure you're connected to the internet by opening other apps or websites.
Switch networks (e.g., Wi-Fi to mobile data) to see if that resolves the issue.
Troubleshooting Web Platform and the Client’s area Issues
If you're having trouble with the web platform, try these quick steps:
1. Switch Browsers or Devices
Try a different browser (e.g., Chrome Firefox).
Use another device to see if the issue persists.
2. Force Reload
Press F5 or Ctrl + F5 to refresh the page.
3. Check the internet connection
Run a speed test at fast.com.
Switch to a different network if needed.
4. Check on Different Platforms
Check both desktop and mobile versions for the same issue.
5. Clear Cookies and Cache
Go to browser settings and clear cookies and cache.
If the issue persists, contact the Client Services team for assistance. To help us resolve the issue efficiently, provide the following information:
For the desktop trading platform issues:
Please take a screenshot using the hotkeys below for a clear capture of the trading platform window:
Windows: Ctrl + Shift + S
Mac: Shift + Cmd + S
This will capture the entire trading platform window and save it directly to your desktop.Provide a clear and detailed explanation of the issue, including any error messages or unusual behavior.
If the problem seems local or program-specific, please send your *.userdir file along with the precise timing of when the issue occurred.
Let us know which operating system you are using: Windows, Mac OS, or Linux.
For mobile platform issues
Please provide screenshots or screen recordings of the issue for better clarity.
Include a clear and detailed explanation of the problem you’re experiencing.
For Android users, please provide the exact timestamp when the log files were downloaded by using the button: Profile → Developer → Send logs.
For the web platform and Client’s area issuesPlease provide screenshots or screen recordings of the issue for better clarity.
Include a clear and detailed explanation of the problem you’re experiencing.
Please provide a screenshot of the Console. To open it in Chrome, use the following shortcuts:
Mac: Cmd + Option + J
Windows: Ctrl + Shift + J
Please refer to the attached image to see how the Console looks.