If you cannot connect to the TeleTrader Market Data Server, TeleTrader WorkStation will either not start, or you will only be able to work with your offline database (see Using Charts Offline). If you are experiencing connection problems, follow the guide below to find and eliminate the possible cause for the problems.

I cannot log in

▪       You might receive an error message that gives you further hints as to where the problem lies.
See Error Messages.

▪       Make sure that the data in the login dialog is correct.

-       You can copy your user name and password from the e-mail with your login data and paste them into the login dialog to make sure you do not mistype any character. Be careful not to copy any additional blanks from the e-mail.

-       Make sure that the server name in the Server field of the login dialog is set to mds*.ttweb.net
Exception: When you use a SOCKS proxy, the address should be set to 91.220.8.135, 91.220.8.136, 91.220.8.137 or 91.220.8.138

▪       Check if your Internet connection in general is still working.
Open a web browser and try to go to some websites to verify this. If the Internet connection does not work, contact your network administrator or Internet service provider.

▪       Check if Windows Management Instrumentation service is enabled.
Click on the Windows Start button and choose Control Panel > Administrative Tools > Services. Right-click Windows Management Instrumentation and choose Properties from the context menu. In the Properties dialog under the General tab, make sure that the Startup type is set to Automatic.

▪       Test the connection with the Connectivity Checker.
See Testing your Connection with the Connectivity Checker. If the test is successful, your network settings are correct. Check your login data again or contact the support team.

▪       Contact your network administrator and ask if your Internet connection and firewall is configured correctly to allow the connection to the Market Data Server.
See System Requirements.

▪       If the firewall settings cannot be changed accordingly, you can also try to connect using HTTP Tunneling software.
See Alternative Ways to Connect to the TeleTrader Servers.

▪       If you have already successfully logged in before: Contact your network administrator and ask if there were any changes in the Internet connection.
Common problems are changes in the firewall configuration. See System Requirements.

▪       Enter mds0.ttweb.net in the Server field of the login dialog and try to connect.
This should only be a temporary workaround. Change the setting to mds*.ttweb.net again as soon as your connection problems are resolved.

▪       Contact the support team.
See Customer Support.

I was logged in successfully, but the connection was lost

When the connection between TeleTrader WorkStation and the Market Data Server is lost, the connection status icon in the status bar will show that TeleTrader WorkStation is disconnected.

▪       Check if your Internet connection in general is still working.
Open a web browser and try to go to some websites to verify this. If the Internet connection does not work, contact your network administrator or Internet service provider.

▪       Try to reconnect.
See Monitoring the Connection on the Status Bar.

▪       Try to close WorkStation and log in again.
If you still cannot log in, you might receive an error message that gives you further hints as to where the problem lies. See Error Messages.

▪       Contact your network administrator and ask if there were any changes in the Internet connection.
Common problems are changes in the firewall configuration. See System Requirements.

▪       Contact the support team.
See Customer Support.

Note             Sometimes your connection might be lost if you are logged in to TeleTrader WorkStation on more than one computer with the same user account. TeleTrader WorkStation usually does not allow multiple sessions for one user at the same time, therefore all computers but one will automatically lose their connection to the Market Data Server. To connect the computer that you are working with at the moment, try to reconnect from that computer. All other computers with the same user login will be disconnected.