Online Trading

Troubleshooting

The following is a list of problems, error codes and possible solutions that have been encountered when setting up HMS Trader 2:


CONNECTION ERRORS

Error MessagePossible Causes/Solutions
Could not communicate to the network server, error 3 – 407 proxy authentication required.

Error code 0, no bytes received.

Timeout error code 0X80040002.
Problems communicating with HMS Markets's servers due to firewall/proxy problems.

  • Refer to Technical Issues for HMS Trader 2 configuration alternatives.

  • The HMS Trader 2 connection settings are configured underTools > Connection Setting from the HMS Trader 2 menu.
Time out waiting for Proxy reply, error code 0x80040011.Problems communicating with HMS Markets's servers due to firewall/proxy problems.

  • The client has a proxy server that is not available or is not configured correctly.

  • Refer to Technical Issues for HMS Trader 2 configuration alternatives.
Illegal Client ID: Error Code: 0x80040009.The User ID is not recognised by the login server (you cannot be authenticated).

  • Incorrect User ID entered, carefully check the User ID.

  • The simulation account has exceeded the trial period and has been automatically deactivated.
Illegal Host Name 11001.HMS Trader 2 cannot connect to HMS Markets's server.

  • Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of HMS Trader 2.

  • The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.

  • The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for HMS Trader 2 configuration alternatives.

  • The Internet Service Provider does not recognise the DNS name:

    1. Select Tools > Connection Settings from HMS Trader 2 menu.

    2. Delete the URL or Domain Name.

    3. Enter the IP address of HMS Trader 2 server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).
    Note: This should only be done as a last resort and the DNS name should be used where possible.
Illegal password: Error Code 0x8004000b.A wrong password has been entered.

  • Enter the password again exactly as noted in the welcome email.

  • If a password has been entered and remembered, delete the contents of the password box and then retype the password.
You are currently logged in from IP address x.x.x.x

Please close that connection before retrying to connect: Error Code: 0x8004000b.
You are attempting to open HMS Trader 2 (log into an account) twice.

  • Close the first instance of HMS Trader 2 before opening another.

KEY ERRORS

Error MessagePossible Causes/Solutions
0x8009005 – Could not decrypt session key, Key mismatch.HMS Trader 2 cannot read the key correctly because:

  • Key not activated by HMS Markets – contact HMS Markets to get your key activated.

  • The key is not stored correctly on the PC. Use the following procedure to correct the problem:

    1. Exit then restart the HMS Trader 2.

    2. Select Tools > Key Management > Delete the current key from HMS Trader 2 menu.

    3. Exit then restart HMS Trader 2 again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. ClickOK.

    4. Select Tools > Key Management > Generate new key from HMS Trader 2 menu. A dialog will be displayed instructing you to contact HMS Markets to get the new key enabled. Click OK, HMS Trader 2 will close automatically.

    5. Contact your HMS Markets representative to activate the new key.

    6. Optionally, select Tools > Key Management > Save current key to a floppy to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.

    7. Restart HMS Trader 2 to enable the new key.
Key not been received by HMS Markets.The new key generated by HMS Trader 2 was not transmitted correctly to HMS Markets. Use the following procedure to regenerate the key and transmit it to HMS Markets:

  1. Select Tools > Key Management > Delete the current key from HMS Trader 2 menu.

  2. Exit then restart HMS Trader 2 again. A dialog will be displayed during startup instructing you to either re-import an existing key or generate a new key. Click OK.

  3. Select Tools > Key Management > Generate new keyfrom HMS Trader 2 menu. A dialog will be displayed instructing you to contact HMS Markets to get the new key enabled. Click OK, HMS Trader 2 will close automatically.

  4. Contact your HMS Markets representative to activate the new key.

  5. Optionally, select Tools > Key Management > Save current key to a floppy to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.

  6. Restart HMS Trader 2 to enable the new key.
Could not restore key from floppy, Error code: 08009004.Could not import the encryption key from HMS Trader 2 on one PC to another because of different encryption levels used by the two HMS Trader 2. Use the following procedure to correct the problem:

  1. On the PC where the key is copied from, select Tools > Key Management from HMS Trader 2 menu and note whether the Use strong encryption checkbox is checked or not.

  2. On the PC where the key is copied to, select Tools > Key Management and ensure the Use strong encryptioncheckbox is the same as on the original PC.

  3. Select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart HMS Trader 2 and enable the key.
Could not restore key.Could not load the encryption key into HMS Trader 2. Use the following procedure to correct the problem:

  1. Format a floppy on the PC that is going to receive the key (the new instance of HMS Trader 2).

  2. Insert the disc in the PC where the key is to be copied from and select Tools > Key Management from HMS Trader 2 menu. Select Save current key to a floppy to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.

  3. Insert the disc in the PC where the key is to be copied to and select Tools > Key Management and select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart HMS Trader 2 and enable the key.

If this does not work, on the PC receiving the key:

  1. Reinstall the HMS Trader 2.

  2. Select Tools > Key Management, select Load key from floppy and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy. Click OK to automatically restart HMS Trader 2 and enable the key.

GENERAL APPLICATION ERRORS

Error MessagePossible Causes/Solutions
A newer version of this application is on the server. Please re-download this installation.Attempting to install HMS Trader 2 from an old installation file that is not longer valid. Download and install HMS Trader 2 again from HMS Markets web site.
Connection Wrapper :: INIT OBJECT class not registered, HMS Trader 2 failed to initialise connection object.This can occur during upgrade of HMS Trader 2. Some files have not been registered. Reinstall HMS Trader 2.
Getting the upgrade message repeatedly when logging into HMS Trader 2.HMS Trader 2 is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to HMS Trader 2 instead of newer upgrade files.

  • Download and reinstall HMS Trader 2 from HMS Markets web site.

  • If the problem persists, refer the case to HMS Markets's technical support for further investigation.
CFD Module receives no price updates.If CFD trading should be allowed in the client's account:

  • The account may not allow CFD trading and is enabled for Forex only. Contact a HMS Markets representative to get CFD trading enabled.

  • Spread-based trading may not enabled in the account. Contact HMS Markets to get spread-based trading enabled.
Forex Trade module not not available in Trading > Forex menu.Contact a HMS Markets representative to ensure that both the Forex and CFD trading are enable for the client.
Could not view the ,000 in the amount on the Forex Trading bar.The PC running HMS Trader 2 is running non-compatible regional settings.

Change the regional settings of the PC to use your preferred digit separators and decimal symbols:

  1. Open the Control Panel on your PC by selecting Start > Settings > Control Panel.

  2. Select Regional Options.

  3. Select the Numbers tab.

  4. Select your preferred Decimal symbol and Digit grouping.Note: the Decimal symbol and Digit grouping must be different. For example, if the Decimal symbol is the point symbol ("."), the Digit separator must not be the point symbol and is usually the comma symbol instead.

  5. Select OK to apply the new settings and close the Regional Setting dialog.
Operation return code = regdb_e_class not read (80040154).HMS Trader 2 is not registered correctly in the PCs operating system – reinstall HMS Trader 2.
Summary module – Sorry you aren't entitled to use this function.Use the following procedure to rectify the problem:

  1. Close the Client Summary in HMS Trader 2.

  2. Close HMS Trader 2 and select Yes when asked if you want to save changes.

  3. Restart HMS Trader 2 and log on.

  4. Open the Client Summary (Account > Client Summaryfrom the Client Station menu).
Trade Recaps : The following error was reported while trying to connect to Actuate e.Reporting Server "rep1pro":HTTP error code 401, Description:Illegal password.Client has changed password in HMS Trader 2, and the new password has not synchronised with the Recaps System.

Refer the case to HMS Markets for further investigation.