FAQ and troubleshooting

Typical problems and how to solve them.

Articles in this section

The terminal does not connect"Does not connect" comes in three kinds: the terminal does not get through the launch, the exchange does not connect, or the connection drops during work. Fi…

The API key does not workThe terminal rejects the key when adding it, or the key worked and stopped. Go through the list from top to bottom.

No quotesThe order book is empty, frozen or shows a dash instead of the ping. Quotes do not depend on the API key: they come through the exchange's open channels, so …

The order is not placedThe order does not appear in the order book. First look at the message bar above the order book: the terminal almost always explains the reason. If there is …

High ping / delayThe ping in the corner of the order book shows how much time passes from the exchange sending the data to it appearing on the screen. This is the network del…

Order book problemsTypical order book complaints and what to do about them. Most are solved with the panel settings: the gear in the top right corner of the order book.

How to download and send logsLogs are files in which the terminal records what happened: exchange connections, sending orders, errors. Support asks for them when the problem cannot be re…

How to contact technical supportSmartDOM support answers in Telegram. The more precisely the problem is described, the faster it is sorted out.