Global Trade Station 2 Troubleshooting

I get message: Could not decrypt session key or your local security key does not match the key stored on the trade server.

The message means that your current key is corrupted or you have generated a key on another pc. You will need to delete the current key and generate a new key.

1. Click OK to the message and the key management window will open.
2. Click Delete Current Key and then OK.
3. In order to log in again, you will be informed to generate a new key or load back up key.

I am getting error code 10060, 10061, 11001 or 11004, what do I do?

These errors are related to Global Trade Station 2 not being able to connect to the trading server.

Do the following in order to troubleshoot the problem:

1. Check if you have connection to the internet.
2. The optimal way to connect to Global Trade Station 2 is through port 1001, to check your connection settings in Global Trade Station 2, please do the following:

Port number should be 1001.
Communicate using HTTP and Proxy settings should NOT be ticked.

I get error code: 0x80040009 Invalid login or password.

The User ID or password is not recognized by the login server (you cannot be authenticated).

1. Incorrect User ID or password entered, carefully check the User ID.
2. You are trying to access the wrong system. I.e. trying to log on to the Live server with your Demo ID or vice versa. PressChange connection settings on the login screen, and check that the Trader Server address corresponds with the system you want to access.
3. The simulation account has exceeded the trial period and has been automatically deactivated.

I get error code 0x80040016

The error message indicates that your account has been locked out. Please contact Customer Service to open it again.

You are currently logged in from IP address x.x.x.x

This error will appear if you are already logged in from another computer. Please close the current connection and re-login.

The problem can also appear if the antivirus/firewall software on your pc or network is trying to block the connection, which can cause a delay so our server does not register that you log off.

Also the error message can occur if you are connecting using a proxy server. It is possible that the proxy server caches the login session. Clearing the proxy cache is also a possible solution to this error message. If you have questions how to do this please contact your network administrator.

Note that it is not possible for to terminate an existing connection.

I get error code 0x800400169

This error will appear if the server is down for maintenance. Please then try to log in later.

0x8009005 – Could not decrypt session key, Key mismatch.

Key is not activated by – contact 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 Global Trade Station 2.
2. Select Tools > Key Management > Delete the current key from menu.
3. Exit then restart again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. Click OK.
4. A dialog window Key Managementwill be displayed. Click on Generate> new key button. Click OK to get new key enabled.
5. Contact your representative to activate the new key.
6. Optionally, select Tools > Key Management > Save current key to a CD or USB 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 CD or USB. This pin code must be entered before the key can be extracted.

How to generate a new key?

When you log in Global Trade Station 2 for the first time, you will be asked to generate a new key.

1. Click ok and the Key management window will pop up.
2. Click Generate new key and ok.
3. You will get message: "You are about to generate a new key. Do you wish to continue?" Click Yes
4. You will be informed that the key has been generated successfully. You now need to contact Customer Service to activate the key.

How to make a backup key?

In order to make a back up key for your trading account, please do the following:

1. Log in to Global Trade Station 2 using your login ID and password.
2. Go to the menu Tools > Options > Key Management.
3. Click Backup key button.
4. You will be asked to provide a password to protect your security key (you choose the password yourself) .
5. Click Browse and select a drive and a folder where you want to save your security key.
6. Click OK.
7. A dialogue will be displayed to inform you that the key was successfully saved.

The key is composed of three small files, each of them has your ID as a part of its name. You can save them on a CD or USB memory stick.

How to load backup key?

In order to load back up key, please do the following:

1. Log in to Global Trade Station 2 using your login ID and the password
2. When you first log into the live Client Station 2, a dialogue will be displayed instructing you to generate a key or load a back up key. Click OK to acknowledge this dialogue.
3. The Key Management dialogue will open, allowing you to set up the security key for your trading system.
4. Click Load backup key.
5. Enter the location (drive and folder) where the backup copy of your security key is located. To do this, click Browse and select a drive and folder accessible from your PC.
6. Enter the password you used to protect your key and click Next.
7. A dialogue will be displayed to inform you that the key was successfully copied to this computer. Click OK to acknowledge this dialogue.

How do I know if I have the latest version of Global Trade Station 2?

Global Trade Station 2 is per default set to automatically check for updates. A dialogue box will appear and notify you when an update is available. You can then choose to update immediately or wait for a more convenient time. We advice you to always download and install these updates when they appear.

You can enable Global Trade Station 2 to automatically install updates by clicking Tools > Options, put a tick in Automatically download available updates.

To check the current version of your Global Trade Station 2, click Help > About Global Trade Station 2, the version number will appear in the top of the pop-up window

Under Account Summary I get message "You are not entitled to view this account"

To show the account summary please do the following:

1. Close Global Trade Station 2.
2. Open Internet Explorer and click Tools > Internet options > Security.
3. Click trusted sites (in green) > Click sites.
4. Remove the tick from "Require server verification (https:) for all sites in this zone".
5. Enter the site URL: https://mitsweb.iitech.dk.
6. Click Add.
7. Click OK and then OK.
8. Close Internet Explorer.
9. Open Global Trade Station 2 and log in.

I cannot see Streaming news. Nothing but a red cross appears when I open streaming news module.

It is most likely that you don't have Sun Java installed or your Java version is not up-to-date. Please go to Sun MicroSystems homepage to check your Java version and download the newest version.

Another possible reason can be that you have an old version of Microsoft Java. In such a case you should remove Microsoft Java as described below:

1. Click Start > Run
2. Type command regsvr32 /u msjava.dll and press OK. You will get a confirmation that Microsoft Java is removed.

Afterwards, go to Sun MicroSystems homepage and download the latest version of java.

I get message: Failed to load workspace after I log in.

The error message indicates that your current workspace is corrupted.

Click Ok in the error message and an empty workspace will open. Now log out of Global Trade Station 2 and DO NOT save the (empty) workspace when exiting Global Trade Station 2.

1. Open the folder where your workspace is located (the file is with extension .cs2), please delete or rename the file.
2. In the same folder, find the backup workspace. It is the file which has the same name as the workspace you normally work with, but with extension as .bs2 (e.g., if your workspace is called myworkspace1.cs2, then you should have an automatically generated backup workspace named myworkspace1.bs2 ). Change the extension of the file from bs2. into .cs2.
3. Double click the file to start Global Trade Station 2 to load the non-corrupted backup workspace.

Note that we recommend you save your workspace on an external back-up device.