Charts randomly defaulting to White and Freezing.

[nit2wynit]

Hi, I've not changed anything.  My charts are randomly changing to White then I can't access an other charts unless i refresh.

Wondering if aynone else if having issues?

I've closed all charts down and the platform too.  Restarted machine and loaded it all back up.  No change.  Been happening for a few days now.

Any help appreciated.  Thanks

[AndaIG]

Hi @nit2wynit

Thank you for the query

Can you try using another broswer- Chrome is recommended. If the issue is still prevalent then please send a screenshot to helpdesk.uk@ig.com for our IT team to investigate. All the best

Anda

[nit2wynit]

Hi, thanks.  I use Chrome already.  I Trade very day and have done for 2.5 years.  Nothing is new.

If no others are reporting problems I'll assume it's my end and see if it resolves.  

[Guest Having the same problem]

11 hours ago, nit2wynit said:

Hi, I've not changed anything.  My charts are randomly changing to White then I can't access an other charts unless i refresh.

Wondering if aynone else if having issues?

I've closed all charts down and the platform too.  Restarted machine and loaded it all back up.  No change.  Been happening for a few days now.

Any help appreciated.  Thanks

 

[ArvinIG]

On 14/08/2021 at 02:45, nit2wynit said:

Hi, thanks.  I use Chrome already.  I Trade very day and have done for 2.5 years.  Nothing is new.

If no others are reporting problems I'll assume it's my end and see if it resolves.  

 

On 14/08/2021 at 10:56, Guest Having the same problem said:

 

Hi @nit2wynit,

You can try to clear the cache and cookies on Chrome. If the issue persist please email helpdesk.uk@ig.com with a screenshot. The IT team will investigate the matter for you .

All the best - Arvin

[Guest Andy]

Yup, I am having the same problem. Been about 3 weeks now. I have an open ticket with IG but no resolution as yet.

[nit2wynit]

Hi, just to add I have tried Firefox Browser just now and it's happening on there too.

Something is wrong with the Retail Platform.

[nit2wynit]

11 hours ago, Guest Andy said:

Yup, I am having the same problem. Been about 3 weeks now. I have an open ticket with IG but no resolution as yet.

Have they actually acknowledged a problem, or is it just you an I it's happening to?

[Guest Andy]

23 hours ago, nit2wynit said:

Have they actually acknowledged a problem, or is it just you an I it's happening to?

The "white charts" issues happens to me within seconds / 2-3 clicks of opening charts on the new platform. Completely unsuable. I have tried Opera, Chrome and Firefox, deleted cache etc. Very frustrating. I am getting around it by using the old platform as I am completely unable to trade on the new platform without working charts. The helpdesk are looking into it but nothing heard from them yet.

[nit2wynit]

36 minutes ago, Guest Andy said:

The "white charts" issues happens to me within seconds / 2-3 clicks of opening charts on the new platform. Completely unsuable. I have tried Opera, Chrome and Firefox, deleted cache etc. Very frustrating. I am getting around it by using the old platform as I am completely unable to trade on the new platform without working charts. The helpdesk are looking into it but nothing heard from them yet.

Simply refreshing the page usually fixes it for me, but only momentrily-I need to keep doing it throughout the day, but Day Trading requires quick execution and working charts at the very least.

Let's hope they acknowledge the problem and fix it soon.

[AndaIG]

Hi @andy @nit2wynit

Thank you for the feedback

We have alerted our developers to the issue and it is currently being investigated under the following reference number INC0571793. We hope to have it fixed soon. 

Kind regards

Anda

[nit2wynit]

17 minutes ago, AndaIG said:

Hi @andy @nit2wynit

Thank you for the feedback

We have alerted our developers to the issue and it is currently being investigated under the following reference number INC0571793. We hope to have it fixed soon. 

Kind regards

Anda

Thanks Anda

[Guest Andy]

Hi Anda, I was just wondering if there's been any update on this? It's been over a month and the problem is still occuring for me. It would be great to get this resolved.

[AndaIG]

Hi @andy

The issue is still being looked at by the IT team. As of the 6th of September they have collated information from several similar reports. They will then be producing test cases before finding the solution. Thank you for the patience, our IT team deal with several cases at a time with different priority levels. 

Thanks

Anda