1. What should I do if I receive an INVALID LOGIN message?
2. What should I do if I receive an LOGON FAILED
message?
3. Why aren’t my real-time quotes streaming?
4. Who do
I contact about:
If I can’t
place or cancel a trade?
Problem related to the Simulated
Trading System?
1. From the dropdown menu, go to MAIN – OPTIONS – SETUP. Click on either SYSTEM A
or SYSTEM B, and then SAVE CHANGES.
Keep in
mind that SYSTEM A is the default
server, so if you just made a change to or had a problem with your platform it
may default back to A.
2. This message indicates a connection problem. The
problem could be one of three things:
--Go to MAIN – OPTIONS – SETUP. Are there numbers in the
white boxes? If not, click from one server to the other (SYSTEM A to SYSTEM B
or vice versa) and SAVE CHANGES. This
should have populated those boxes and allowed you to log in.
--You may
be having a problem with your Internet connection. To determine this, go to
your desktop and run the following test. First go to START – RUN. In the white box that pops up, type in: ping 12.36.73.1
One of
three things will happen:
A.
You
will get three quick REPLIES. This
indicates that your connection is good and thus, this is not the problem
B.
You
will get a REQUEST TIMED OUT. This tells
you that you are not able to reach our servers.
If this is the case, you will need to contact your Internet service
provider for assistance and have them open PORT
2000 and provide an explanation of the problem.
C.
The
“Reply” or ‘Request Timed Out” box will flash, then disappear. If this is the
case, you will need to contact your Internet service provider for assistance
and have them open PORT 2000 and provide
an explanation of the problem.
--Are you
behind a firewall? If so, contact your firewall vendor or network administrator
and make sure that PORT 2000 is open so
that you can access BEST Direct. If your network administrator is unwilling to open PORT 2000,
you will have to trade the system on a computer that is not a part of that
network.
3. Do you have a market and month selected that
feeds real time? (Go to the dropdown help menu and go to real-time trading list
to see this list). If so, select a different month and then re-select the month
that you want. This should get your quotes streaming again.
4. Contact your broker if you have questions about
statements, fees, commissions, wiring money to or from your account, or for
trade or market-related inquiries.
Contact the trade desk for questions about your trade or
position. They will also have access to your account to place or cancel trades
for you in the event that you cannot. (You can also go through your broker to
do this.)
PFG Trade Desk:
312-775-3030
800-759-0062
Contact
the
PFG
888-274-2916
312-775-3572