General Troubleshooting

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Troubleshooting

Error messages

You can find error messages by clicking on the Triage Messaging tray icon, and select view log. Error messages from the tray icon will be colored in red. Please copy and paste the errors in an e-mail to us if you are getting errors and don’t know how to fix them.

Cannot install messaging program

Some IT administrators will restrict your PC’s operating system permissions. In such cases, you should contact your administrator and request that they allow Triage Messaging installation application to create a Triage folder in C:\Program Files\ or the drive you have installed TradeStation on.

As a default, the Triage Messaging installation program will choose C:\Program Files\Triage to install executable programs and application data. Your PC’s user account must have read/write permissions in these folders.

Also, make sure you allow the Window’s User Account Control (UAC) to allow Triage-Install.exe permission to install on your computer by clicking on the "Yes" button when asked, "Do you want to allow the following program from an unknown publisher to make changes to this computer?"

5TriageInstallUAC.jpg

Cannot import TradeStation ELD functions

Some versions of TradeStation contain bugs that prevent the importing and verification of EasyLanguage functions. Though TradeStation Securities reports the latest versions of the TradeStation program fixed these bugs, your version may be affected.

If this failure to import EasyLanguage (ELD) files affects you, then please let us know your TradeStation version and build numbers, and we will help you solve any ELD importing issues. We may ask you to upgrade your current TradeStation program, or make minor modifications to your Windows settings.

Manually installing Triage Messaging ELD files

If your operating system or TradeStation platform requires special manual handling of .ELD files, then you must follow the procedure outlined below for importing Triage messaging functions to your EasyLanguage library.

In your TradeStation program go to your application main menu. Select File > Import/Export EasyLanguage…

5TriageTradeStationImport.jpg

You will then see an import/export wizard dialog box shown below. Select Import EasyLanguage file (ELD, ELS or ELA) and press "next."

5TriageTradeStationImport2.jpg

Then hit the browse button and a select file dialog will pop up.

5TriageTradeStationImport3.jpg

Search for the TradeStationMsg and Samples files with an .ELD extension in the open file dialog shown below.

You can find this file in the C:\Program Files\Triage\platform\TradeStation\code folder. Either browse to the folder in the bottom left folder tree, or directly type in the folder name at the input box at the very top of the dialog.

5TriageTradeStationImport4.png

Then follow the rest of the import wizard and select all analysis types and accept the installation of all Triage messaging functions and sample files.

5TriageTradeStationImport5.jpg

If you need further assistance manually importing EasyLanguage messaging functions, then please contact us, and we can further walk you through the process. TradeStation forums and live support can also provide you with some assistance in manually importing analysis techniques.

DLL cannot be found

When a DLL cannot be found, please report to us the exact error message that you see. Preferably, send us a screen shot of your error. We can help you repair or reinstall your programs, and further diagnose any system conflicts with the Triage Messaging DLL and program.

This DLL cannot be found issue usually happens when program folders have been moved or path is incorrectly set. Please check your Windows environment path to make sure C:\Program Files\Triage\bin is added.

Verification of e-mail and instant messenger addresses

In order to send e-mails, the recipient must verify that they accept receiving messages from you. Simply send your first message out, and have your recipient click on the verification e-mail. Once verified, all future messages will be sent out without further delays. Unverified addresses will not receive any future messages.

Please have your recipient check for the verification email in their e-mail spam box.

The Triage Messaging service is intended for you to send messages to yourself, and a small group of private recipients. You may not spam or broadcast unwanted messages over the internet and messaging services using the Triage Messaging service. Whether intended or inadvertent, our administrators will terminate your account if there are complaints against your activity or your activity demonstrates illicit, illegal or unwanted messages.

Message sent, but not received

We have multiple universal messaging servers in our web service farm to help provide the highest possible uptime. We also use multiple internet and phone messaging gateways to ensure highly reliable and always available service through our telecom and messaging network.

But even with our fault tolerant infrastructure and network, there can be unforeseen reasons why your message was not sent.

To help us troubleshoot your messaging problem, please let us know when you sent your message, to whom, using what message service and the content of the message.

We first lookup the transaction logs, and if your message was not received, we would help you diagnose why your computer did not send to our messaging servers. Since we get thousands of messages a second, this process may take time to look-up, but we will do our best to track down your message.

Uninstall and re-installing issues

The Triage Messaging application comes with a quick uninstaller should you decide to remove the Triage Messaging application from your computer. Simply click on the icon in your Triage Messaging folder that looks like a trash can titled "Uninstall." Follow the uninstaller directions carefully. We also recommend that you exit your trading platform and the Triage Messaging program before uninstalling.

5TriageUninstall.jpg

The uninstaller removes everything previously installed except your message logs and messaging configuration. These message logs and configurations are retained for your reference, and for future reinstallation of Triage Messaging.

If you choose to reinstall or upgrade your Triage Messaging application, you can do so without uninstalling the program. However, we recommend that you exit your Triage Messaging tray icon program. And as with any Windows program installation, rebooting your system is always a good idea.

Antivirus and firewall blocking of Triage application and services

Some antivirus and firewall programs may try to block your Triage Messaging application. When antivirus or firewall pop-up messages ask if your Triage Messaging application is trusted, allow your Triage application full trust and execution on your computer.

For most users, popular antivirus and firewall programs will consider the Triage Messaging application safe to use. We have tested Triage Messaging for Norton/Symantec, McAfee, AVG, Comodo, KlamAV and Zone Alarm.

For some Microsoft Windows Firewall users you may be blocked without knowing it. Please try to allow Triage Messaging program through your Windows Firewall by:

	1. Click Start, type WF.msc, and press Enter.
	2. Click Outbound Rules, then choose Action->new Rule.
	3. Add a new rule to allow Triage Messaging through the Windows Firewall

Rapid sending of messages after the TradeStation server reconnects

EasyLanguage programs are executed when new bars and ticks of data arrive from the TradeStation data server. Occasionally, the TradeStation program may stall and become disconnected with the data server.

When TradeStation reconnects, a flood of data may arrive and your EasyLanguage code will rapidly process this data. This reconnection process could execute your code with Triage messaging functions hundreds or more times depending on how backed up the data was prior to a TradeStation data reconnection.

This is an undesirable behavior as data surges can flood your messaging channel too rapidly with unwanted messages.

Your Triage Messaging application has smart features to buffer and prevent such a large amount of messages and data flow from freezing your trading application or computer. The Triage application will also prevent you from being banned from e-mail and instant messaging networks due to excessive broadcasting of too many messages.

In these cases, your messages may be buffered and sent out in a delayed, but orderly way. And to protect your computer and trading application from failure from data overflow, the Triage Messaging application may stop the send message processes until your system can handle the messaging traffic. You should be forewarned that under extreme circumstances, some messages could be dropped.

If you encounter these issues described, then contact us, and we can help you develop your EasyLanguage code so that they utilize better messaging software practices.

Appearance of delay in sending messages from your trading platform to service

It usually takes less than a second for a message to be sent from your messaging functions to your Triage Messaging application.

Then, from the Triage Messaging application to the Triage messaging service usually takes less than three seconds to receive, process and send out to telecommunications and internet messaging gateways that deliver your messages to their final destinations.

Under normal operating conditions, clients often receive messages within a few (under ten) seconds of leaving your computer. However, several events along this messaging pathway could slow down your messages.

Your computer and whatever software or services are running on it could slow down all CPU and disk processes, thereby slowing down the processing and sending of your messages.

Internet connections between you and Triage services could be slow as internet networks experience different internet traffic and availability conditions over time. And finally, telecommunication networks and internet relays connected to your targeted destinations and devices could be slow, compromised, distant or disconnected.

Triage application not allowed to install on your Microsoft Windows operating system

Some users encounter difficulty with Triage application installation on some Microsoft Windows setups. These issues are usually related to User Access Control (UAC) or administrative file or folder permissions.

We can help you with these issues, but it requires someone on your staff and at your location who either manages your IT infrastructure or is technically knowledgeable to communicate with us.

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