Platform will not open

[tradersgrail]

My platform opens but no chart or dashboard...just a spinning wheel on both. Can someone assist me in this matter? Thank you in advance

[NinjaTrader_Clayton]

Hello tradersgrail,
Thank you for the note.

Please begin by restarting your computer and trying to open the platform again. Did the same behavior happen?

• If the platform is stuck with the spinning circles again, use the Windows Task Manager to force quit NinjaTrader

If the platform got stuck opening like normal, please test to see what happens when you open the platform in Safe Mode.

• Hold Ctrl on your keyboard and keep Ctrl held down while you click to open NinjaTrader
• Keep Ctrl held down until you see the Splash screen say "Safe Mode"

Did NinjaTrader open now that it is in safe mode?

• Safe Mode will prevent NinjaTrader from:
  • Loading workspaces.
  • Connecting on start-up.
  • Loading custom assemblies.
  • Getting instrument updates from the server.

If the NinjaTrader platform opened in Safe Mode:

• Reconnect to your Data Provider
• Go to Control Center > Workspaces > New > Give this Workspace a unique name like "Test" and click OK
• Open a new chart with no custom bar types/indicators/templates and test for issues.

If there are no issues with this new workspace, go to Control Center > Workspaces > hover over the workspace you just made and click Save.

• Once saved, hover over all other open Workspaces and click Close until only the Test Workspace you just made is open

Now, click X out of the platform and select "No" to "Do you want to save changes"

Now reopen the platform like normal. It should open to the workspace you just created.

• Is NinjaTrader still opening?
• Use the "Test" workspace for a bit to make sure things are working

If you try to open the Old Workspace, does NinjaTrader get stuck again?

• If the Old workspace causes NinjaTrader to get stuck, there is something within that workspace causing this behavior and you will want to make a new workspace
• Or, use the steps below to send us your Log and Trace files so we may look if there are any specific indications of what is causing this behavior to happen

If the steps above did not allow you to open NinjaTrader, please use the steps below to either automatically or manually send us your log and trace files.

Automatically:
Within NinjaTrader, go to the Control Center > Help > Email Support...
Input your Email address
Enter the Subject as: Clayton ATTN 3392243
Attach any screenshots that could help demonstrate the behavior
Include any other information you would like to share on the situation
Make sure 'Log and Trace files' is checked to include the requested files
Send the email

Manually:
Open the file explorer and go to your "Documents" (sometimes called, "My Documents") folder
Open the NinjaTrader 7 (8) folder
Hold Ctrl on your keyboard and left-click the 'log' and 'trace' folders to highlight them both
Now, Right-click on the 'trace' folder and select Send To > Compressed (zipped) Folder
Enter the Subject as: Clayton ATTN 3392243
Once compressed, attach the compressed file in an email to PlatformSupport[AT]NinjaTrader[DOT]com with the respective @ and .
Once complete, you may delete this compressed folder