onlyjava 12 Posted March 19, 2020 (edited) This morning I had a scary experience on my TEST account. I was in the middle of a short trade. In a couple of minutes, I tried to close out - no hotkeys, hot buttons nothing worked Even the PANIC command /key/button did not work! The application itself was not frozen - I was able to log out, restart etc. But none of the commands were taking effect on the back end. Here's the copy of interaction with the DAS customer support ** not very reassuring ** Anybody had this kind of experience with a live account? How do you deal with this kind of a situation with a live account? kris: das trader is stuck - unable to close out position test account Call accepted by operator Customer Service. Currently in room: kris, Customer Service. Customer Service: Welcome to DAS Online Live support! I am Alanna from the Customer Service and Sales Team. Please allow me to review your question. kris: account TRBXXX38 Customer Service: Are you receiving a error message? kris: no kris: logged out kris: rebooted kris: used panic kris: no effect Customer Service: There has been a minor issue reported and our technicians are currently having it addressed. Please to allow us some time kris: is it only for the test accounts kris: what happens if this was a live account? kris: hello? kris: hello? Customer Service: Yes only demo kris: what happens in case of a live account? kris: is there a panic number to call? Customer Service: You could call your broker kris: how do i look at the log Customer Service: Trade>Trades kris: Send_Rej Buy AMD 500 40.21 SMAT 10:21:43 TRBBT2338 Route disable![1279] CancelRej Buy AMD 500 40.32 SMAT 10:21:43 TRBBT2338 Route Disabled Send_Rej Buy AMD 500 40.22 SMAT 10:21:42 TRBBT2338 Route disable![1279] CancelRej Buy AMD 500 40.32 SMAT 10:21:42 TRBBT2338 Route Disabled Send_Rej Buy AMD 500 40.24 SMAT 10:21:41 TRBBT2338 Route disable![1279] CancelRej Buy AMD 500 40.32 SMAT 10:21:41 TRBBT2338 Route Disabled Send_Rej Buy AMD 500 40.26 SMAT 10:21:34 TRBBT2338 Route disable![1279] Customer Service: What hotkey are you using? kris: CXL ALLSYMB;ROUTE=SMRTL;Price=Ask+0.10;Share=Pos;TIF=DAY+;BUY=Send; Customer Service: Do you have SMRTL among your list of routes Customer Service: Please to right click on the route box then type it in the list of ROUTES below ** SMRTL ** was not in the list Customer Service: Type SMRTL in the list ** added SMRTL to the list and it wokrs now ** **Not sure why SMRTL was working up until it happened this morning and why SMRTL had to be added.** Customer Service: You should be fine Customer Service: I am not sure, the route may have been disabled on the demo. It was resolved kris: But I would like to know what happened - for the benefit of others in y group Customer Service: Once we have word we will have a email sent ** More info ** https://www.dastrader.com/DAS-Support.html Got this nice email form DAS - thank you DAS! Edited March 19, 2020 by onlyjava Share this post Link to post Share on other sites
Justin 262 Posted March 19, 2020 Hey, I definitely understand the frustration and apprehension, but I really wouldn't worry too much about this. First, it was only in SIM (It's happened before), and I've NEVER seen it happen live on IB or CMEG. Second, what they said is also true, if you ever go live you can either: Call your broker and have them exit your positions. They often have a priority number for this. Depending on your broker you probably have the ability to exit your positions by just going to their website Depending on your broker they probably have a secondary platform (like DAS) you could install if it is indeed a DAS problem. Share this post Link to post Share on other sites
onlyjava 12 Posted March 19, 2020 Thanks Justin. Great pointers. I feel better now 1 Share this post Link to post Share on other sites
