G11 Direct Troubleshooting

Problems communicating with Gruppo 11's servers due to firewall/proxy problems.

• Refer to Technical Issues for G11 Direct configuration alternatives.
• G11 Direct connection settings are configured under Tools > Connection Setting from G11 Direct menu.

Problems communicating with Gruppo 11's servers due to firewall/proxy problems.

• The client has a proxy server that is not available or is not configured correctly.
• Refer to Technical Issues for G11 Direct configuration alternatives.

The User ID is not recognised by the login server (you cannot be authenticated).

• Incorrect User ID entered, carefully check the User ID.
• The simulation account has exceeded the trial period and has been automatically deactivated.

G11 Direct cannot connect to Gruppo 11's server.

• Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of G11 Direct.
• The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.
• The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for G11 Direct configuration alternatives.
• The Internet Service Provider does not recognise the DNS name:
  1. Select Tools > Connection Settings from G11 Direct menu.
  2. Delete the URL or Domain Name.
  3. Enter the IP address of G11 Direct server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).

A wrong password has been entered.

• Enter the password again exactly as noted in the welcome email.
• If a password has been entered and remembered, delete the contents of the password box and then retype the password.

You are attempting to open G11 Direct (log into an account) twice.

• Close the first instance of G11 Direct before opening another.

G11 Direct cannot read the key correctly because:

• Key is not activated by Gruppo 11 – contact Gruppo 11 to get your key activated.
• The key is not stored correctly on the PC. Use the following procedure to correct the problem:
  1. Exit then restart the G11 Direct.
  2. Select Tools > Key Management > Delete the current key from G11 Direct menu.
  3. Exit then restart G11 Direct again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. Click OK.
  4. A dialog window Key Management will be displayed. Click on Generate new key button. Click OK to get new key enabled.
  5. Contact your Gruppo 11 representative to activate the new key.
  6. Optionally, select Tools > Key Management > Save current key to a CD or USB to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the CD or USB. This pin code must be entered before the key can be extracted.

The new key generated by G11 Direct was not transmitted correctly to Gruppo 11. Use the following procedure to regenerate the key and transmit it to Gruppo 11:

1. Select Tools > Key Management > Delete the current key from G11 Direct menu.
2. Exit then restart G11 Direct again. A dialog will be displayed during startup instructing you to either re-import an existing key or generate a new key. Click OK.
3. Select Tools > Key Management > Generate new key from G11 Direct menu. A dialog will be displayed instructing you to contact Gruppo 11 to get the new key enabled. Click OK, G11 Direct will close automatically.
4. Contact your Gruppo 11 representative to activate the new key.

Could not load the encryption key into G11 Direct. Use the following procedure to correct the problem:

1. Insert an empty CD or a USB drive in the PC where the key is to be copied from and select Tools > Options > Key Management from G11 Direct menu. Press Backup Key button to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key. This pin code must be entered before the key can be extracted.
2. Insert the disc or the USB in the PC where the key is to be copied to and select Tools > Options > Key Management and select Load Backup Key and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the CD or the USB. Click OK to automatically restart G11 Direct and enable the key.

If this does not work, on the PC receiving the key:

1. Reinstall G11 Direct and repeat the procedure described above.

Attempting to install G11 Direct from an old installation file that is not longer valid. Download and install G11 Direct again from Gruppo 11 web site.

This can occur during upgrade of G11 Direct. Some files have not been registered. Reinstall G11 Direct.

G11 Direct is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to G11 Direct instead of newer upgrade files.

• Download and reinstall G11 Direct from Gruppo 11 web site.
• If the problem persists, refer the case to Gruppo 11's technical support for further investigation.

If CFD trading should be allowed in the client's account:

• The account may not allow CFD trading and is enabled for Forex only. Contact a Gruppo 11 representative to get CFD trading enabled.
• Spread-based trading may not enabled in the account. Contact Gruppo 11 to get spread-based trading enabled.

Contact a Gruppo 11 representative to ensure that both the Forex and CFD trading are enable for the client.

G11 Direct is not registered correctly in the PCs operating system – reinstall G11 Direct.

Use the following procedure to rectify the problem:

1. Close the Client Summary in G11 Direct.
2. Close G11 Direct and select Yes when asked if you want to save changes.
3. Restart G11 Direct and log on.
4. Open the Client Summary (Account > Client Summary from the Client Station menu).