Products   BEST PROTrader (Powered by Avadhi)   BEST PROTrader (Powered by Avadhi)   Installation and Authentication   General   Troubleshooting Issues   Billing / Broker   Internet Connections   Customization   Installation and Authentication     After the platform is installed and it prompts me to register, I enter my broker account ID and password but it fails to authenticate. What should I do?   When prompted for the platform authentication you should enter your www.pfgpro.com account ID and password; not your broker account ID and password.     When I try to start the platform I get the following message “No pass contact with server could be detected”?   When you authenticated the platform you may have misspelled your www.pfgpro.com account ID or password. Contact your support representative to have them assist you in repairing your authentication.     When I try to start the platform I get the following message “System date is inconsistent or unexpected?   Make sure that your system clock is set to the proper local time and date. Top   General     I can’t change some of my personal information on my web subscription. What can I do?   Contact your support representative to change your personal information.     I only trade during the day but when I came in this morning I have several carried positions. Where did they come from?   Since some markets trade almost 24 hours it is easy to become confused; a trade after market close will be carried over into the next trading day before market open.     When viewing a chart I would like to be able to view farther back in time than is currently being displayed.   If you access the right click menu directly on the chart you can alter the scaling of the chart in and out by “expanding” or “compressing” the chart. Also you can turn automatic scaling off so that you can scroll back and forth in time without the chart snapping back to the current market position.     How can I view the chart data for a given market?   If you right click directly on the chart and select “export data” you can view the data and export it in .csv format which is viewable in Microsoft Excel.     How can I place trailing stops in the platform?   Trailing stops can be set in the DOM or in the S.E.M.E. trading system.     Why does my profit and loss report continue to fluctuate after I have gone flat in the market?   The profit and loss report is for your intraday trades only. If you had any carried positions from the previous session then your profit and loss will continue to move based your current intraday trades.     Is it possible to move charts, reports, etc to a second monitor?   Any window can be “floated” out of the main platform. Simply right click on the title bar of any module and then select “float” from the drop down menu. Top   Troubleshooting Issues     When I try to start the platform I get the following message “Exceeded Maximum Session Limit”.   You may have the application open on another computer. If you do not currently running any additional platforms please contact your support representative.     When I try to login I get the following message in the console log “Initialization failed”. What does that mean?   You may have started the application before it had fully closed from a previous instance. If you open your task manager and stop all of the “AFT” you should be able to restart the application.     While I was using the software it stopped functioning and then a small window appeared. What should I do?   If the platform halted for any reason the platform will try to provide you with a window in which you can report your issue to us. We examine all reports as soon as they are sent so that we can enhance your platform stability as much as possible.     The symbol I like to trade is not available in the platform. How can I trade it?   If your data feed provider is sending the symbol we can add your broker approved symbol to your platform.     The application is not displaying properly or seems to be running very slowly.   Make sure that you are using one of the approved operating systems with the minimum RAM requirement. (256 MB Windows XP, 1GB Windows Vista)     I have a 64 bit operating system and I am having trouble running the platform. What can I do?   Our platform is designed for 32 bit operating systems but all 64 bit systems come with built in emulators for 32 bit applications. Your Windows help documents should describe the whole process of running platform in emulation mode. Top   Billing / Broker     When I try to start the platform I get the following message “Base Platform Expired”.   You should contact your support representative to ascertain the status of your account.     I signed up for a limited trial of the platform but it expired before I was able to examine it. How do I get it extended?   Contact your support representative and they should be able to reactivate and extend your trial.     What kinds of premium modules are available and how much do they cost?   A full list of the premium modules and their costs can be found here: (Web Link)     My Balances are not visible. Why can I not see them?   Balances are sent straight to our platform from the brokerage and we merely display it. Please contact one of your support representatives and they will verify your account status with the broker backend platform. Top   Internet Connections     I have installed the platform and I am able to login but I cannot see any of the data.   When prompted to unblock any processes make sure that you allow them through your firewall otherwise you may not be able to contact your broker or data feed provider.     Sometimes when I trade on a wireless network the data feed stops or lags behind the markets. What is the reason for this?   If you do not have a excellent connection to your wireless network you may be losing data, which it turn, means you will not receive all of your necessary information sent by your data feed provider. If you are trading make sure you have a solid internet connection.     If I lose connection to the internet what happens to my stop orders?   Our platform places stop orders directly with the exchange and therefore your stop order is still working. However you should always contact your trade desk to verify your current status. Top   Customization     Your platform does not have the exact feature I would like. What options are available to me to obtain such a feature?   You can make a feature request through your support representative and it will be submitted to our development team which may or may not be accepted as an item of work in our next phase of development. If your request is not accepted or you would like a special feature just for yourself we are able to design and create unique features for specific customers. Top