NT7 Not Connecting

[JVP3122]

I have tried loading NT7 on multiple internet connections today and every time I open it the program opens and runs in the background not using any of my CPU but using around 40MB of memory. I've tried opening the regular application and the 64-bit application as well running as an admin. I'm on Windows 10 and I was able to open the program about a week ago. I have tried uninstalling and reinstalling to no avail. Please let me know what I need to do to fix this. I'm attaching my log and trace files from today.

[NinjaTrader_ChelseaB]

Hello JVP3122,

Your log and trace files can contain sensitive information and should not be posted to the forum. Our support email is platformsupport [at] ninjatrader [dot] com.

From the log one or both of the data servers cannot be connected. I have confirmed these servers are up and running and we are able to connect to these servers without issue.

This indicates that there may be a firewall on your computer or on your network that is preventing NinjaTrader from communicating with the historical data servers.

I would like you to try a tracert to the servers.

• Click the Windows Start button
• For Windows 7 click in the search programs and features box
• For Windows XP click Run
• Type CMD -> Press enter
• This will open the Command prompt
• Type the following: cd Documents & tracert hds10.ninjatrader.com > output.txt
• Press enter and allow this to complete
• This will create a file named output.txt in your (My) Documents folder
• Type tracert hds7.ninjatrader.com > output2.txt
• This will create a second file named output2.txt in the (My) Documents folder

Please send me both the output.txt and output1.txt files.

[NinjaTrader_ChelseaB]

Hello JVP3122,

I have received a private message from you with the information I have requested. I had requested that you post this in the thread here, but I will do so on your behalf.

output.txt
Tracing route to HDS10.NinjaTrader.com [208.48.16.130]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 61 ms 61 ms 70 ms 208.48.16.130

Trace complete.

output1.txt
Tracing route to hds7.ninjatrader.com [199.30.197.93]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 70 ms 54 ms 60 ms 199.30.197.93

Trace complete.


This output means that your computer (not just the NinjaTrader Platform) is not able to communicate through the internet to the historical data servers.

Do you have a firewall on this computer or on your network? If so, try disabling the firewall temporarily and run the tracert commands once more.

[JVP3122]

Sorry, I didn't realize you wanted me to post it here.

Just disabled the firewall and re-ran and here are the results.

output.txt

Tracing route to HDS10.NinjaTrader.com [208.48.16.130]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 53 ms 60 ms 54 ms 208.48.16.130

Trace complete.

output1.txt

Tracing route to HDS7.NinjaTrader.com [199.30.197.93]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 55 ms 58 ms 55 ms 199.30.197.93

Trace complete.

[NinjaTrader_ChelseaB]

Hello JVP3122,

Disabling the firewall did not allow for the tracert to complete successfully and this computer is still not able to connect through the internet to the historical data servers.

Please send an email to platformsupport [at] ninjatrader [dot] com so that we may schedule a call with you to assist.