My NinjaTrader Continium Logon failed

[rufat]

Hi everyone,
In the morning I have traded on a live account closed my positions and then shut down the Ninja Trader application. Before shutting down saved my workspace. Afternoon launched the application but can see only the demo account not the live one. Disconnected from simulation and trying to connect to My NinjaTrader Continuum is giving me an error message. Login or passcode is invalid. Logon failed. Reset my passcode adding new passcode from configuration same result. Calling trade desk number they say they can't help me. Emailed platform support no response. Its weird. Why its happening when i did not do anything different than other days. Why support is not responding when i need their help most? How ninja trader can claim they have 24/7 customer support when they dont respond to a critical issue. Its all just very bad and making me to think to switch more reliable platform!

[NinjaTrader_Jason]

Hello rufat,

I suspect the machine ID was changed in NinjaTrader which caused connection information to be removed as well as the license key as a security measure. The Machine ID is generated using information about your hardware and BIOS. It is meant to remain constant unless there has been a change with the system. If this security measure would not be in place then someone could connect to your live account if they have your Config.xml file.

Items that can cause the Machine ID to change:

• Changes to hardware (network cards, MAC address, RAM, motherboard, monitors, graphic card, etc)
• Changes / updates to BIOS
• Changes to the Windows Product ID
• Updates / upgrades / changes to the Windows operating system
• Updates / upgrades / changes to Virtualization software

Could it be "Demo" is enabled in the connection settings?

• Please go to Control Center-->Connections and click configure in the lower right corner.
• Select your live account connection in the lower left box named Configured.
• Disable "Demo" on the right and click OK.

Check if you are now able to connect successful.


If the issue remains, please send me your log and trace files so that I may look into what occurred.

You can do this by going to the Control Center-> Help-> Email Support

Ensuring 'Log and Trace Files' is checked will include these files. This is checked by default.

Please reference the following ticket number in the body of the email: Att Jason, 2925889