Translated by Matias Hasenack
These issues are normally associated with PCs that use local protections. These protections can sometimes block proper access to important files and/or systems. Also, connection issues are often related to increased latency response time (or ping).
Therefore, in order to pinpoint the exact causes for these connection issues, we need to start verifying all steps below in order to locate the issue's origin:
- Open Task Manager and end all processes associated with your platform. Proceed only if you locate pending or locked processes.
- Then, deactivate/pause all antivirus real-time activities (scanning, active search, custom filters, etc.).
- It is also very important to check your local internet connection for stability issues. For this evaluation, we recommend a ping test:
- Hold down the Windows key and then press ''R'', to open the Execute window;
- Type "cmd" and click OK. This will open the Windows Command Prompt;
- Type ping www.google.com.br -4;
- Press Enter;
- Now, we'll have to assess the TIME value, represented in ms. Oscillations above 30ms or failures to send data packets are indications of potential partial blockages or connection issues.
- Also, we recommend deactivating all real-time protection features of your antivirus software, since some servers and IPs can be blocked by protection measures. These servers are important since they feed all Market Data and also communicate with Brokers to send/receive orders.
- Additionally, check if your computer has Warsaw installed since this software can also generate issues with our software, blocking IP addresses and key features;
- Right-click your Windows taskbar;
- Select "Task Manager";
- Inside Task Manager, you will be able to check all running programs. Click "more details";
- Once you click it, more details will be present, with an extra session called "Background processes";
- There, check if there a running process from Diebold Nixdorf or Warsaw;
- If you find it, right-click it and select "Open file location" and uninstall the software;
- Restarting the computer isn't necessary;
- If you are currently using a corporate/office internet connection, the connection might have network protections active (or proxies). In this case, the network's administrators need to be contacted in order to check if the necessary IPs and ports are locked/unlocked.
- Lastly, check if your computer's internal clock is synchronized with the Brazilian Stock Exchange (B3). If not, this has to be adjusted in order for your software to work correctly.
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