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onlyjava

DAS froze in the middle of a trade!

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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

image.thumb.png.82ed8b9e917436b34eae45f87955e79d.png

 

Got this nice email form DAS - thank you DAS!

image.thumb.png.8200da849995fb46821a2e72f44d60ae.png

Edited by onlyjava

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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:

  1. Call your broker and have them exit your positions. They often have a priority number for this.
  2. Depending on your broker you probably have the ability to exit your positions by just going to their website
  3. Depending on your broker they probably have a secondary platform (like DAS) you could install if it is indeed a DAS problem.

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