Last chart update is on 24/09/2021

[Burim]

No chart was updating all day for me. The same was on browser, iPhone and Android. The same was reported by friend of mine as well.

Is this some general issue that is affecting everyone or is this localised issue, and how can we resolve it?

 

[ArvinIG]

16 hours ago, Burim said:

Thanks for confirming @R0b. 

 

15 hours ago, R0b said:

@ArvinIG

More info  although your tech team should be gathering this info....

Demo 1hr chart working OK :

* indexes

* commodities

* Fx

* crypto

* some shares TP ICAP, GAMMA COMMUNICATION

demo 1hr chart not working:

* Barclay's 

* Lloyd's

* Tesco

* Amazon 

* Tesla

* many others

Hi all,

The IT team is working on a fix, the incident has been raised yesterday under the reference INC0585130.
We will keep you updated as soon as possible.

Thank you - Arvin
 

[ArvinIG]

11 hours ago, R0b said:

Any update on this ticket?

Thanks 😊 

Hi all,

It seems that the issue is due to an update that happened on that day and over the weekend for the demo account server. The IT team is still working on it as the ticket is still in progress.

Thank you - Arvin

[ArvinIG]

55 minutes ago, Burim said:

No chart was updating all day for me. The same was on browser, iPhone and Android. The same was reported by friend of mine as well.

Is this some general issue that is affecting everyone or is this localised issue, and how can we resolve it?

 

Hi @Burim,

Could you please try to delete your cookies and cache ? On our end we are able to see data after Friday.

Do you still have the issue?

Thank you - Arvin

[Burim]

I have deleted browser history and cookies, solves nothing. Same issue on my iPhone app as well as Android app. My brother who lives outside UK has the same issue. In ProRealTimeI can see data in charts, but on on IG web platform, or iPhone app or Android app. 

Very unlikely that this is issue with my devices, it is either server issue or something wrong with my account.

[ArvinIG]

14 hours ago, Burim said:

I have deleted browser history and cookies, solves nothing. Same issue on my iPhone app as well as Android app. My brother who lives outside UK has the same issue. In ProRealTimeI can see data in charts, but on on IG web platform, or iPhone app or Android app. 

Very unlikely that this is issue with my devices, it is either server issue or something wrong with my account.

Hi @Burim,
I can see the data for Friday until today on my end:

Could you please take a screenshot of your chart and send it to helpdesk.uk@ig.com?

Our helpdesk and IT team will be able to investigate and come back to you.

All the best - Arvin

[Vertigomf]

I have a similar problem with no data showing between Friday and the current time. I have twice sent emails with attached screen shots to the helpdesk and all I've had in response is an automated acknowledgement. I joined IG to evaluate it for trading. This has failed my evaluation and I'm out. How am I supposed to risk my money with this level instability and support. Sorry!

[Burim]

1 hour ago, Vertigomf said:

I have a similar problem with no data showing between Friday and the current time. I have twice sent emails with attached screen shots to the helpdesk and all I've had in response is an automated acknowledgement. I joined IG to evaluate it for trading. This has failed my evaluation and I'm out. How am I supposed to risk my money with this level instability and support. Sorry!

It looks like it is an issue with demo accounts, as I'm also evaluating IG before I invest. 

ArvinIG, is this something you can try, see if charts are working on your demo account. I'm a software developer myself so would not approach you if I couldn't resolve this issue myself. Charts are working fine in ProRealTime but not on IG web platform iOS app or Android app.

Now you have a second user confirming the same issue. Therefore in interest of IG it would be preferable that you raise this issue with technical team and resolve it for us. I see no need to chase for resolution if you as a company are not interested to do so.

So far happy with the platform but this issue is a deal killer.

[Burim]

[Vertigomf]

Interestingly enough I've been doing some digging (I'm also a software man! @Burim) and with the stocks that have problems they exist for any periodicity down to 1 min. If I select 10 secs or less it's okay (although, of course, you can only see a relatively short period of history) unless I select tick and then it just seems to hang. So at least I can select 10 secs and get some idea of current movements. Any periodicity above that doesn't work.

And you're correct; as I'm evaluating I am, indeed, using the demo platform. But it's not much of a demo if it doesn't work.

[Burim]

37 minutes ago, Vertigomf said:

Interestingly enough I've been doing some digging (I'm also a software man! @Burim) and with the stocks that have problems they exist for any periodicity down to 1 min. If I select 10 secs or less it's okay (although, of course, you can only see a relatively short period of history) unless I select tick and then it just seems to hang. So at least I can select 10 secs and get some idea of current movements. Any periodicity above that doesn't work.

And you're correct; as I'm evaluating I am, indeed, using the demo platform. But it's not much of a demo if it doesn't work.

I can confirm that charts work on 10 second timeline. but no other timeline is working.

I'm using ProRealTime to do paper trading with IG now, evaluating it in that way.

No chart issues there, but I'm having issues setting spread bet size of 0.6. In ProRealTime I cannot figure out how to do that. So I need to open a position in IG web platform and then switch to PRT.

PRT looks so old and outdated but the chart in it self is pretty **** good thing. I've folen in love with it. It has some pretty good features (I use TradeView as well).

But overall not that happy with IG, still not out but not going to go live either. Not until I gain some confidence in IG support and see some client care.

[R0b]

Demo account not updating correctly since Friday 24th Sept, Real account appears OK.

Attached image for 1hr interval with no price since Friday.

Can you resolve please?

Android IG App version 3.61.1

Edited September 29, 2021 by R0b
Added real account ok

[Burim]

Thanks for confirming @R0b. 

[R0b]

52 minutes ago, Burim said:

Thanks for confirming @R0b. 

@ArvinIG

More info  although your tech team should be gathering this info....

Demo 1hr chart working OK :

* indexes

* commodities

* Fx

* crypto

* some shares TP ICAP, GAMMA COMMUNICATION

demo 1hr chart not working:

* Barclay's 

* Lloyd's

* Tesco

* Amazon 

* Tesla

* many others

[R0b]

10 hours ago, ArvinIG said:

INC0585130

Any update on this ticket?

Thanks 😊 

[Burim]

On 01/10/2021 at 04:29, ArvinIG said:

Hi all,

It seems that the issue is due to an update that happened on that day and over the weekend for the demo account server. The IT team is still working on it as the ticket is still in progress.

Thank you - Arvin

@ArvinIGlooks like charts are working now. Thanks for resolving the issue.