PRT list selection not giving automatic chart display

[fxlapt]

Either on a list, or a Proscreener results list, you should get a chart displayed automaticaly when you select an quity. It used to do this up until one month ago ago.  Ive checked on the PRT website itself, the platform off that site functions  properly, so this is an IG issue.

I have lodged a request by email to the helpdesk and there has been no change.

Surely Im not the only one to notice this?

[AntonL-IG]

Hi@fxlapt,

I tested it on V11.1 - 1.8.0_202 and it still works. If I click on any instrument from a list it brings up a chart in the existing chart window. If I right click on the instrument I get the option to open a chart in a new window.

If this does not work for you then it may be an issue isolated to the specific workspace you are using. You can test this by going to file->load workspace->default workspace and then clicking on an instrument from a list to see if it opens a chart.

If it works on the default workspace then it means that the workspace you are using may have an error.

If it still does not work even on the default workspace then the best way to have this investigated would be to send a report directly from your Prorealtime platform which will include all the logs required to investigate the issue.

You can do this by clicking on help->help center->I am having a technical problem->other, fill in the ticket and then click on send report.

Hope this helps!

[fxlapt]

Hi Anton,

The default workspace operates correctly.  So this problem is only in all of my other custom workspaces.  I dont believe there is an option to control this?

I have already lodged a help centre report early December, and still received no help.

[AntonL-IG]

Hi @fxlapt,

There is no setting to switch that feature on or off so based on the results from your test it seems as though your saved workspaces are faulty/corrupt. There is a chance that the workspaces could be fixed but if they didn't take very long to create I would suggest just recreating them from the default workspace. 

If your workspaces did take a long time to create then we can ask ProRealTime to try and fix them but that may take some time. If you would like to try this option then please send a new report from Prorealtime but mention that the feature in question works on the default workspace and then list the names of the faulty saved workspaces you use so we can ask ProRealtime to go through the logs to see if they can fix them.

On your previous report  ProRealTime couldn't find a solution because they could not recreate the issue,  that is because the issue does not exist on a standard ProRealTime workspace but is instead linked to faults on your saved workspaces.

All the best!

[fxlapt]

On 30/12/2022 at 18:46, AntonL-IG said:

Hi @fxlapt,

There is no setting to switch that feature on or off so based on the results from your test it seems as though your saved workspaces are faulty/corrupt. There is a chance that the workspaces could be fixed but if they didn't take very long to create I would suggest just recreating them from the default workspace. 

If your workspaces did take a long time to create then we can ask ProRealTime to try and fix them but that may take some time. If you would like to try this option then please send a new report from Prorealtime but mention that the feature in question works on the default workspace and then list the names of the faulty saved workspaces you use so we can ask ProRealtime to go through the logs to see if they can fix them.

On your previous report  ProRealTime couldn't find a solution because they could not recreate the issue,  that is because the issue does not exist on a standard ProRealTime workspace but is instead linked to faults on your saved workspaces.

All the best!

As my wokspaces did take a long ttime to create, I lodged a help request through the PRT interface. As usual, I recieved an email from  chartsupport@marketdatasystems.com with a reference number.  As usual, you dont ever hear anything again, so I chased this up a couple of times, and this was the repsonse I got from  Adam @ IG.

 

Quote

 

I have looked further into this for you and consulted with our IT specialists team. They have confirmed that we have now received a response from 
Pro Real Time in relation to the issue and have confirmed that this is expected behavior from the system.

 

If you have any further queries, please do not hesitate to contact us.

Regards,

Adam
Trading Services

 

 

This shows what a complete farce the whole PRT/IG help system is.  You lodge a fault report, it gets ignored, and if you chase it up, you just get fobbed off with gibberish. Really the worst customer service I have ever seen.