How to submit Log files for troubleshooting

Troubleshooting
Log Files Please see below how to submit...

  • Log files are in Documents\Rithmic:  
  • Open Windows Explorer
  • Navigate to Documents
  • From within Documents select Rithmic
  • Copy the files inside the Rithmic folder and attach them to your support ticket
 


Slippage  (CLICK HERE for tips to improve lag)

If you are experiencing unusual slippage.  We will need the following information to submit to Rithmic...
  • Rithmic User ID and Account Number  (For reference : What is my account number?)
  • Order Number: to find the order number, please  look in Order History in R Trader, select the date that the order was placed, and look through the orders to identify the order number in question
  • Timestamp of the order
  • If you had experienced an order at the same time in a live account that you are comparing the slippage issue to, we will need the connection of that account, the platform, time stamp and order number as well to compare the order.
  • Attach your Log Files, as instructed above. 


Article ID: 43, , Modified: 8/16/2021 at 7:05 AM

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