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Troubleshooting Guide

Solutions to common issues with login, connections, platform access, and account management.

Login & Access Issues

Cannot Log In to Dashboard

If you're unable to log in to your account dashboard:

  1. Verify Credentials: Double-check your email and password. Passwords are case-sensitive.
  2. Check Caps Lock: Ensure Caps Lock is not accidentally enabled.
  3. Clear Browser Cache: Clear your browser's cache and cookies, then try again.
  4. Try Different Browser: Test with a different browser (Chrome, Firefox, Edge) to rule out browser-specific issues.
  5. Reset Password: Use the "Forgot Password" link to reset your password if needed.
  6. Check Account Status: Verify your account is active and not suspended.

Rithmic Login Failed

If you receive a "Login Failed" error when connecting to Rithmic:

  • Verify Credentials: Check that your Rithmic User ID and password are correct (format: ETF-XXXXXX)
  • Account Provisioning: Wait 2-5 minutes after account creation for provisioning to complete
  • Account Status: Ensure your account status is "active" in your dashboard
  • Environment: Verify you're connecting to the correct Rithmic environment
  • Contact Support: If issues persist, contact support with your account ID and error message

Account Locked or Suspended

If your account is locked or suspended:

  • Check Email: Review emails from our support team explaining the reason
  • Review Rules: Ensure you haven't violated any trading rules
  • Contact Support: Reach out to support to understand the issue and resolution steps
  • Account Status: Check your dashboard for account status details

Connection Problems

Cannot Connect to Rithmic

If you're unable to establish a connection to Rithmic:

  1. Check Internet Connection: Verify your internet connection is stable and working
  2. Firewall Settings: Ensure Windows Firewall isn't blocking Rithmic. Add Rithmic to allowed applications
  3. Antivirus Software: Temporarily disable antivirus to test if it's blocking the connection
  4. VPN Usage: If using a VPN, try disconnecting it. Some VPNs interfere with Rithmic connections
  5. Port Configuration: Verify required ports are open (check Rithmic documentation for specific ports)
  6. Restart Application: Close and restart Rithmic Trader Pro
  7. Restart Computer: Sometimes a system restart resolves connection issues

Connection Timeout

If connections timeout or drop frequently:

  • Network Stability: Check for network interruptions or unstable connection
  • Router Settings: Restart your router and check for firmware updates
  • ISP Issues: Contact your internet service provider if connection issues persist
  • Wired Connection: If using WiFi, try a wired Ethernet connection for better stability
  • Server Status: Check if Rithmic is experiencing maintenance or outages

Market Data Not Loading

If market data isn't updating or loading:

  • Connection Status: Verify you're connected to the market data feed (check connection indicators)
  • Market Hours: Ensure markets are open. Futures markets have specific trading hours
  • Instrument Subscription: Verify you've subscribed to the instrument's data feed
  • Restart Data Feed: Disconnect and reconnect to refresh the data feed
  • Platform Restart: Close and restart Rithmic Trader Pro
  • Check Account: Verify your account has market data access enabled

Platform Errors

"Max Session Count" Error

This error indicates you're trying to connect multiple applications simultaneously:

  • Close Other Connections: Close any other applications connected to Rithmic
  • Use Plugin Mode: If you need multiple applications, use Rithmic's plugin mode
  • Plugin Setup: Run Rithmic Trader Pro first, enable "Allow Plugins", then connect other applications
  • Check Session Limits: Verify your account's maximum session count allows multiple connections

"Unable to Connect to License Server"

If you see this error:

  1. Firewall Check: Ensure firewall isn't blocking Rithmic's license server connection
  2. Network Configuration: Check your network settings and router configuration
  3. Windows Updates: Ensure Windows is up to date
  4. Antivirus: Temporarily disable antivirus to test if it's causing the issue
  5. Different Network: Try connecting from a different network to isolate the issue
  6. Contact Support: If issues persist, contact support with error details

Platform Freezing or Crashing

If Rithmic Trader Pro freezes or crashes:

  • System Resources: Check CPU and memory usage. Close unnecessary applications
  • Update Platform: Ensure you're using the latest version of Rithmic Trader Pro
  • Graphics Drivers: Update your graphics card drivers
  • Reinstall: As a last resort, uninstall and reinstall Rithmic Trader Pro
  • Check Logs: Review Rithmic log files for error messages

"Exchange Gateway is Not Connected to the Exchange"

If you see this error when placing orders (e.g., "Failed to place an order. s1 (L) ESZ5.cme at 6805.50"):

  1. Check Market Hours: Verify the exchange is open. CME trading hours: Sunday 5:00 PM CT - Friday 4:00 PM CT (closed 4-5 PM daily)
  2. Verify Connection Status: Check that Rithmic shows "Connected" and exchange gateway status is active
  3. Account Configuration: Verify your account has permissions for the exchange (e.g., CME for ES contracts)
  4. Restart Rithmic: Close and restart Rithmic Trader Pro to refresh connections
  5. Reconnect Gateway: Disconnect and reconnect to the exchange gateway in connection settings
  6. Check Account Status: Verify account is active and not restricted in your dashboard
  7. Market Data: Ensure market data is updating for the instrument (prices moving)
  8. Contact Support: If issue persists, contact support with your account ID and exact error message

Note: This error typically indicates Rithmic's gateway service isn't connected to the exchange, not a problem with your account or order.

Account & Trading Issues

Orders Being Rejected

If your orders are being rejected:

  • Contract Limits: Check if you're exceeding maximum contract limits (total or per product)
  • Account Balance: Verify you have sufficient buying power for the order
  • Risk Limits: Ensure the order doesn't violate daily loss limits or maximum loss limits
  • Market Hours: Verify markets are open and accepting orders
  • Order Size: Check if the order size is within allowed limits
  • Account Status: Verify your account is active and not restricted

Account Balance Not Updating

If your account balance isn't updating correctly:

  • Refresh Data: Manually refresh your account data in the platform
  • Check P&L: Verify open positions and unrealized P&L are being calculated correctly
  • Sync Issues: There may be a delay in data synchronization. Wait a few minutes
  • Dashboard Check: Compare balance in Rithmic with your dashboard to identify discrepancies
  • Contact Support: If balance is consistently incorrect, contact support with details

Account Marked as "Admin Only"

If your account is marked as "Admin Only":

  • Balance Below Initial: Your account balance may have fallen below the initial plan amount
  • Rule Violation: You may have violated a trading rule (check your email for details)
  • Contact Support: Reach out to support to understand the reason and resolution steps
  • Restore Balance: If due to balance, you may need to wait for balance to recover or contact support

Payment & Payout Issues

Payment Method Setup Failed

If you're unable to set up a payment method:

  • Bank Details: Verify all bank account details are correct (routing number, account number)
  • Account Type: Ensure you're using a checking account (savings accounts may not be supported)
  • Stripe Verification: Complete all required verification steps in Stripe's onboarding
  • Browser Issues: Try a different browser or clear cache/cookies
  • Contact Support: If issues persist, contact support for assistance

Payout Not Received

If you haven't received your payout:

  • Processing Time: Allow 1-3 business days for funds to arrive after approval
  • Check Status: Verify payout status in your dashboard
  • Bank Account: Confirm funds were sent to the correct bank account
  • Bank Delays: Some banks take longer to process transfers. Check with your bank
  • International Transfers: International transfers may take additional time
  • Contact Support: If funds haven't arrived after expected time, contact support

General Troubleshooting Steps

If you're experiencing issues not covered above, try these general troubleshooting steps:

  1. Clear Cache: Clear your browser cache and cookies
  2. Update Software: Ensure your operating system and applications are up to date
  3. Restart: Restart your computer and router
  4. Check Status: Verify system status pages for any known outages
  5. Test Different Device: Try accessing from a different device or network
  6. Contact Support: Reach out to support with detailed error messages and steps to reproduce

When to Contact Support

Contact our support team if:

  • You've tried all troubleshooting steps and issues persist
  • You receive error messages you don't understand
  • Your account balance appears incorrect
  • You need clarification on trading rules or account status
  • You're unable to access your account after password reset
  • You have questions about payouts or payment methods

When contacting support, please provide:

  • Your account ID or email address
  • Detailed description of the issue
  • Steps you've already taken to resolve it
  • Error messages (screenshots if possible)
  • Your operating system and browser information

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