Problem with Charts. Defaulting to 5 min charts.

[Dennis1]

Problem with Charts. Defaulting to 5 min charts.

[nick123]

Has this been raised with the support team. Deafening silence from those peeps

 

[MerlinMatthews]

"Will be back to normal soon - hope max 1 hour" = 16:40ish

[Dennis1]

Unable to get through on the phone. Been holding on for 30 min.

 

[Berrylium]

Same here.  After a moment it pops back to 5 min candles.

 

[drp38]

Surprise surprise ... markets close and everything returns to normal !!

[drp38]

Surprise surprise ... markets close and everything returns to normal !!

[Vladil]

I thought it was just my phone playing ...

[Burgafat]

[andysinclair]

My charts seem to be working fine now.

However, I am very concerned with system stability during times of high volatility/volume. It seems that the IG systems can't cope and nothing seems to have been done to address this since the last outage.

An explanation of what happened and action being taken is long overdue.

Can you help? @CharlotteIG 

[Burton]

This happened yesterday and once the markets closed, analytics were reinstated. This morning all analytics have been removed again and charts default to 5 mins.

I got this eMail from them yesterday - have contacted them again today to ask why they don't want customers to trade on volatile markets.

Due to high traffic on the site we had to prioritise dealing over analysis.  In order to maintain good execution we disabled some of the chart analysis tools. We hope to enable it again after the UK market close but it will depend on platform traffic. Apologies for the inconvenience.

Thanks for your email.
If you have any further queries, please do not hesitate to contact us. Alternatively, we've recently launched our new Help & Support site which gives you answers from our huge knowledge-base, online community, and education hub.
Regards,
Anton Liebenberg
Trading Services

[Aaronfwz]

im facing the same issue on my browser platform. Always reverting back to 5mins candlesticks with my previously drawn lines gone.

It started yesterday around the time of US opening, and subsequently the whole platform went down.

[MArk_B]

I'm also having this problem. Enquiries to support have previously resulted in pointle3ss tinkering with settings in google chrome. I note that there has been no response from them to this thread which is pretty poor

[xrisxism]

Platform went down again, defaulting to 5 min charts. All setup and drawing gone.

 

[Dennis1]

Tuesday 10 March 2020. 7.50 am. Same Problem again. Charts defaulting to 5 minutes.

[Katonky]

No user wide email justifying and apologising for the problem is extremely poor!!!

[Kennzo]

The problem has raised its head again - everything wiping out on indicators back to default settings - here we go again!

[funkyfred]

This is not good enough

[Daviddejong]

IG is un-useable

[Daviddejong]

Obviously one has to change brokers

 

[Hagbeth]

Same thing here. Indicators wiped a few seconds.

 

[Hagbeth]

Now on their website “Investigating - We're aware that chart settings are not loading for our web platform, and we're hoping to have this resolved shortly. 
Mar 10, 08:07 UTC”

[Hagbeth]

And on the mobile platform..

[Dennis1]

Its Virtually impossible to trade with this charting platform. As soon as you draw the  supply and demand levels on the Charts the analysis wiped out. Missing out on great trading opportunities.

 

[DaveR]

This chart issue stinks, IG take money off you when you're winning, they take money from you when you're losing and then guess what .......... make it almost impossible for you to trade at other times too,

IG, I pay you for a broker service , provide the service i pay you for and have set up.

Guess what, GoMarkets havent removed their charting analyticals or chart drawings, they answer their phones too !!

[Caseynotes]

https://status.ig.com/

 

IG trading platform status

Chart settings issues

Monitoring - Chart settings should be working now. If settings are not re-appearing, please try refreshing your web browser to reload the platform.
Mar 10, 08:17 UTC

Investigating - We're aware that chart settings are not loading for our web platform, and we're hoping to have this resolved shortly.
Mar 10, 08:07 UTC

[Daviddejong]

Obviously one has to change brokers

 

[MArk_B]

Mine appear to be working fine now. But I dont see why tech support cant be bothered to respond to my message or post to this forum. Makes it pointless other than to check whether or not it's your own pc that's gone wonky

 

[CharlotteIG]

Hey everyone, 

Massive apologies for this issue. The chart issue should now be resolved. 

After speaking with the technical team they have confirmed that we couldn't operate whilst keeping the personalised settings. 

 

1 hour ago, andysinclair said:

My charts seem to be working fine now.

However, I am very concerned with system stability during times of high volatility/volume. It seems that the IG systems can't cope and nothing seems to have been done to address this since the last outage.

An explanation of what happened and action being taken is long overdue.

Can you help? @CharlotteIG 

 

2 hours ago, TrendFollower said:

@CharlotteIG,

Even I am getting the same error of charts defaulting to 5 mins which is pretty annoying. This has been occurring for a while now and prior to the recent extreme volatility in prices. 

Would IG be kind enough to explain the reason this is happening? Once they have done this can they offer a solution to this specific problem with potential timescales for resolution?

 

I will speak with the dealing desk to get a sufficient explanation on what happened yesterday/ this morning. 

[Guest Dennis1]

Chart Issue still not resolved. Still having problems. The Functionality is still not there. Unable to use the Drawing tools.

[CharlotteIG]

1 minute ago, Guest Dennis1 said:

Chart Issue still not resolved. Still having problems. The Functionality is still not there. Unable to use the Drawing tools.

Thank you for letting me know. I will inform the technical team.