Frequently Asked Questions & Troubleshooting

To troubleshoot the Web Trading connections:

1. Check the Live/SIM button at the top right. When Web Trading is connected properly, the button is green:
2. If the button is red, Web Trading is not connected. Click the Settings button at the top right, and select Reconnect.
3. If the button does not change to green, press the F5 key to refresh the webpage. If the button is yellow or orange, you may be connected, but there are issues with the connection.
4. Log out of Web Trading, and close your browser. Verify that you are using one of the recommended browsers. See the Setup topic for details.

Verify that the Live/SIM button at the top of the page is green, and then follow the step-by-step instructions in the Symbol Linking topic.

The symbols that you use in Web Trading and the mobile app are stored in the cloud. They are not shared with the desktop platform.

Check to see if one of your other apps is maximized. If so, there is no room for the Option Chain app to open. The expand/restore arrows  are blue when an app is maximized. Click the arrows once to restore. Use Layout Manager to rearrange the workspace if needed.

Ensure that the Today filter is selected in the Orders app. The 7 Days filter does take longer to run.

To sell a subset of the shares or contracts that you own of a security:

1. Open the Trade Bar if it is not open already.
2. Enter the symbol in the Trade Bar.
3. The Position field in the Trade Bar displays the number of shares that are owned.
4. Enter the number of shares you wish to trade in the Quantity field.
5. Complete the remaining order entry fields and click Sell.

Web Trading does not include a sell all feature. You must sell each position individually.

The default refresh rate is every 30 seconds. To manually refresh a chart, try one or more of these steps:

• Change the chart interval. For example, if the interval is set to 5 min, change it to 1 min and then switch back to 5 min.
• Click the chart's settings icon and select Chart Config. Select the shortest lookback period for the chosen interval. For example, if Minute is chosen, select 4 days.
• See above for steps in "All of my apps have stopped updating."

Open and filled orders will display on the chart when the Orders app has refreshed. The default refresh rate is every 30 seconds. To manually refresh the orders, try one or more of these steps:

• Open the Orders app and click the refresh button.
• Open the chart and click the settings icon . Select Orders to ensure they are not hidden. For orders to display, Show Orders will be grayed out. To turn orders back on, click Show Orders.
• If the order still does not display in the chart, check the Orders app to ensure that the order was not rejected.
• If you have multiple accounts for the same asset class, check to ensure that the account the order was placed in is selected for display on the chart: Click the chart's settings icon , select Account, and select the correct account.

The Order Entry Settings (quantity, quantity increment and duration) are used for orders placed from the Trade Bar or a chart. To change, access the default settings from either of these steps:

• Click the Settings button at the top right and select Order Entry.
• Click the settings icon in the upper right corner of the Trade Bar.

The changes that you make are automatically saved. The next time you open Trade Bar, the new defaults will display.

Yes. For more information, see the Option Chain topic.