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. Find your case.
The terminal does not start or activate
Section titled “The terminal does not start or activate”- The activation window does not accept the file. See the message table in the article First launch: another device, a revoked or transferred license.
- The license email does not arrive. Check the “Spam” folder and the address. Registration needs internet access to the SmartDOM server.
- It asks for a PIN you do not remember. Three wrong attempts or “Forgot PIN” reset the PIN together with the saved exchange keys, they will have to be entered again: Settings → Security.
- The window opens but the chart is empty. Write to support.
The exchange does not connect
Section titled “The exchange does not connect”- Open Settings → Connection. The needed connection must have the status Connected. If “Disconnected”, click Connect.
- If an error appears when adding the key, find it in the article Common connection errors.
- If the error is about the network, check whether the exchange website opens in the browser. Some exchanges are unavailable from certain countries without a VPN.
The connection drops during work
Section titled “The connection drops during work”- The terminal reconnects by itself and shows the notifications “Reconnecting…” and “Connection restored”, if connection status display is enabled in Settings → Workspace.
- While the order book receives no data, the message “The order book lags behind the market. Reconnecting…” is shown over it. Clicks pass through it, you can close a position.
- The “Listings”, “Impulses”, “Flip screener” panels and the quotes screener work through the SmartDOM server. The red circle “No connection to the server…” and the ↻ button reconnect.
- If drops are frequent: check the internet, VPN and the route to the exchange, see High ping / delay.
If it did not help
Section titled “If it did not help”Write to support with a description and the log file for the day of the problem: How to download and send logs.