If you cannot log in to TeleTrader WorkStation, you might receive one of the following error messages. Usually, they will help you to identify where the connection problem lies. For general information, see Connection Problems.

Login failed, wrong username / password

This error occurs when the user name and/or password that you provided in the login dialog are wrong. It also shows that TeleTrader WorkStation can in principle connect to the Market Data Server, which means that your other connection settings should be correct.

Tips

▪       Make sure that the user name and password in the login dialog are correct.
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.

▪       Request your password again if you have lost it.
Click on the link Forgot your Password? and enter your user name in the form that appears. Your account data will be sent to the e-mail address that you provided during the registration process.

▪       Sign up for a user account.
If you do not know your login data yet, click on the link Sign up for a Demo Account! in the login dialog to sign up for a free trial account of TeleTrader WorkStation.

Login failed, user account expired

This error occurs when the user name that you provided in the login dialog is not valid anymore. It also shows that TeleTrader WorkStation can in principle connect to the Market Data Server, which means that your other connection settings should be correct.

Tips

▪       Contact the support team to sign up for a permanent user account.

This version of TeleTrader WorkStation is not supported anymore

This error occurs when the version of TeleTrader WorkStation you are running on your system has fallen out of support. You have to update to a newer version of TeleTrader WorkStation to log in with your user account.

Tips

▪       Click the button Upgrade to automatically download and install the latest version of TeleTrader WorkStation. See also Automatic Update Process.

▪       After the update has completed, you can log in with your normal user account.

Cannot resolve server name

This error can have several reasons:

▫       The server name in the Server field of the login dialog is not correct.

▫       The domain name could not be resolved (possibly DNS problems).

▫       There are problems with the Internet connection.

▫       A firewall is blocking the connection.

Tips

▪       Make sure that the server name in the login dialog is correct.
The Server field of the login dialog should be 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.

▪       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.

QuickBar Error. Line -1, Character -1

This error occurs when the QuickBar cannot be loaded. The component msxml4.dll might be missing.

Tips

▪       Download the file msxml4.dll
For example from this link: http://support.microsoft.com/kb/269238

▪       Save this file into the folder C:/WINDOWS/System32

▪       Try to start WorkStation again