This page provides solutions for resolving common trading platform issues, such as lagging or delayed data. It also includes additional resources, best practices, and steps for escalating unresolved problems.
As always, please reach out to support@purdia.com or contact us via live chat on the website if you need additional assistance.
Resolving Trading Platform Issues
When encountering issues on your trading platform, there are a number of quick problem-solving steps that you can take to resolve many common issues.
Check the Product Symbol
The first step in troubleshooting platform lag or performance issues is to ensure you are trading the correct symbol. Traders are required to use the front month contract for all tradable products, which means understanding how to identify it and change contracts when necessary. More details on identifying the front month can be found here.
If you are trading the wrong contract, you may experience issues such as low trading volume, charts displaying incomplete or inaccurate data, or charts appearing frozen or unresponsive. These are all indicators that you should double-check your contract symbol to ensure you are trading the correct front month. If you find yourself in a trade for the wrong contract, your best option is to exit immediately—it is likely to only get worse the longer you leave it open.
Double Check Your Charts
This may go without saying if you are already verifying the correct symbol, but some traders who trade multiple products will lose track of where their orders/positions are, and which chart they are viewing. Remember that in order to see your active orders and positions on the chart (and to manually exit open positions), you need to be viewing the correct chart in the first place.
Close Other Trading Platform Tabs/Windows
Having too many open tabs/windows or active sessions can lead to platform performance issues, such as lagging or freezing. To improve functionality, limit the number of sessions running simultaneously. For the best experience, we recommend using only a single tab/window in your web browser or the desktop version of your platform.
Limit the Number of Charts/Indicators
In fast-moving, volatile markets, indicators may experience lag, especially when multiple charts and indicators are running simultaneously. This happens because indicators rely on past price data, and when the market moves rapidly, the data updates may not keep pace with real-time price action. Additionally, excessive indicators and charts can strain system resources, further delaying updates.
To improve performance and maintain accurate readings, consider scaling down by reducing the number of active charts, limiting the number of indicators used, and ensuring that your platform is optimized for speed. Prioritizing essential indicators and focusing on fewer key setups can help you react more efficiently in volatile conditions.
Use Time-Based Charts
Tick charts update every time a set number of trades occur, rather than at fixed time intervals. Because they continuously process high-frequency market data, they can place a significant strain on your trading platform, especially in fast-moving markets. This can lead to delays, lag, or even freezing, particularly if multiple tick charts are running simultaneously.
Switching to time-based charts, can improve platform performance by reducing the frequency of updates and lowering the demand on your system. This adjustment helps maintain a smoother trading experience while still providing meaningful market data. If you notice performance issues while using tick charts, try zooming out to a higher time frame to optimize stability.
Use a Hard-Wired Internet Connection
For the most stable and reliable trading experience, we strongly recommend using a wired internet connection rather than WiFi or mobile networks. Even high-speed WiFi can experience brief signal drops, which may be enough to disrupt order execution or cause platform disconnections. If you must trade on WiFi, ensure you have a strong, uninterrupted signal, but for the best performance, always use a hardwired connection and trade from a fixed, stable location.
Mobile devices, in particular, are highly unstable and not recommended for trading. Network fluctuations, IP address changes, and connectivity interruptions—especially when moving between cell towers—can prevent orders from being sent or cause unexpected logouts.
Update and Restart Your Device & Platform
It is always a good idea to check for updates on your device and trading platform. Regularly restarting your device should be part of your daily trading routine to maintain optimal performance. Ensure that your operating system, trading platform, and graphics drivers are up to date, as developers frequently release updates to enhance stability and fix bugs. Keeping your software current helps prevent performance issues and ensures smooth trading execution.
Check Your Hardware
Trading platforms require significant system resources, so ensure your computer/device meets or exceeds the recommended specifications. Your device should have enough processing power and memory to handle market data, charts, and order execution smoothly. A system with excess capacity will provide better performance, reducing the risk of lag or crashes during critical trading moments. In addition, close any unnecessary apps or programs that may be putting a strain on your device's available capacity.
Additional Help & Problem Escalation
If you're still unable to resolve your platform issue after going through all of the steps and resources listed above, our Support Team can help. We'll need to gather details to investigate your platform issue, so be prepared to provide all of the following information:
Behaviors Experienced (i.e., lagging, freezing, unable to exit positions)
Trading Account Number (e.g., PUR12345, SFA54321, etc.)
Date & time the issue occurred
Order ID Number(s) (can be found in your platform's order history)
Which product(s), including specific symbols (i.e., NQH5, CLX5, etc.)
Screenshots or screen recordings/video
We may also ask for additional data like HAR files or a screenshot of your Task Manager Performance. HAR files must be captured while the lag is occurring, not after the lag has improved. Screenshots and screen recordings are encouraged.
