Thread: FXCM micro service down?

Hello newera, and thank you for your post!


Why is it that I am not able to access the client portal?

When you say that you cannot access the client portal, I believe that you are referring to MyFXCM.com. What time was it when you were trying to log in? I see that you posted on July 1st, which was a Friday evening.

The forex market is a near-seamless 24-hour market. Subject to available liquidity, FXCM offers forex trading from Sunday, starting after 5:15 p.m. EST, until Friday, 4 p.m., EST (FXCM Client Service is available 24/7).

For FXCM Australia, the quoted hours for the Trading Desk are from Monday 9:15 AM (AET) - 8:00 AM (AET) Saturday.

After the Trading Desk closes on Friday, the FXCM Technical Support Department performs scheduled weekly IT maintenance for a short time.
Maintenance starts after 4:00 PM Friday EST, usually by 5:00 PM, and can continue through the weekend. On many weekends the maintenance ends by Saturday afternoon.

FXCM platforms and MyFXCM.com may be unavailable until the maintenance is complete. If you attempt to log on during the maintenance, you will receive a standard error messsage. The message you receive is not specific to your account, machine, or internet connection. You will be able to log on after maintenance ends, and start trading after the 5:15 PM EST trading open on Sunday.


When is the Trading Desk Closed?

The Trading Desk is closed from:

• Friday 4:00 PM to Sunday 5:15 PM New York time (EST)
• Friday 9:00 PM GMT to Sunday 10:15 PM GMT.
• Saturday 6:00 AM to Monday 7:15 AM Sydney time (AET)

FXCM Trading Desk Weekend Calendar:

Friday

Saturday

Sunday

When does weekly scheduled maintenance happen?

Maintenance starts after 4:00 PM Friday EST, usually by 5:00 PM, and can continue through the weekend. On many weekends the maintenance ends by Saturday afternoon.

If you attempt to login during the maintenance, you will receive a standard error messsage. The message you receive is not specific to your account, computer, or internet connection. You will be able to login after maintenance ends, and start trading after the 5:15 PM EST trading open on Sunday.

Feel free to visit the FXCM Platform Status Center any time you would like to view real-time updates about FXCM's platforms or services.

Please click here to see the Login Help and Software Download section of the forum.


Thank you again for your post newera! Please feel free to post with more questions or send me an email directly at julius@fxcm.com

Originally Posted by newera

i cannot access the client portal now, is the site down or what?

Can anyone tell me when is the trading going to resume? I canot find any info saying that trading will be closed on Monday 26 December...

connect to upstream server timedout
Host: www.myfxcm.com

Url: /fxma/

That is the error message I am getting.

Please help.

Thank you.

Hi imported_maryla,

Thank you for your post!

Trading was closed for a portion of the 26th. For a full schedule of FXCM's (Micro) holiday hours, see the image below:

Let me know if you have any further questions. Thanks and have a great day!

Rob
rob@fxcm.com

Originally Posted by imported_maryla

Can anyone tell me when is the trading going to resume? I canot find any info saying that trading will be closed on Monday 26 December...

Hi dineshvasu,

I have forwarded your message to our technical level II team. We will let you know as soon as we figure out what is causing this error. As of right now, we have not had any other reports of this happening. We appreciate you bringing this to our attention and hope to have it resolved for you shortly.

Rob
rob@fxcm.com

Originally Posted by dineshvasu

connect to upstream server timedout
Host: www.myfxcm.com

Url: /fxma/

That is the error message I am getting.

Please help.

Thank you.

Originally Posted by dineshvasu

connect to upstream server timedout
Host: www.myfxcm.com

Url: /fxma/

That is the error message I am getting.

Please help.

Thank you.

i also having the same problem since yesterday

pls help

thank you

Is server is down ?
I can not access to www.myfxcm.com

I am getting an error
connect to upstream server timedout

Host: www.myfxcm.com

Url: /fxma/

I can not access to www.myfxcm.com too

I am getting an error

connect to upstream server timedout

Host: www.myfxcm.com

Url: /fxma/

This happened since 26Dec2011

Hello arc1982, vijay15984, jmbeh, and thank you for your post! On behalf of myself and everyone here at FXCM, welcome to the forum community!


Why can't I log in to MyFXCM.com?

At the time that this was written there have been some connection issues reported for clients that are trying to log in to MyFXCM.com. If you are still having issues, in order to best assist you I will send an email with instructions on how you can assist us to further diagnose this issue and help expedite a resolution. Anyone else that is experiencing the same issue is more than welcome to send me an email at julius@fxcm.com and I will be more than happy to further assist.

If you are trying to make a deposit, you can still do so by clicking on the link that corresponds to your account below:

FXCM LLC (US) | FXCM LTD (UK) | FXCM Australia (AU) | FXCM Micro US Residents | FXCM Micro Residents Outside of the US

Please let me know when you have made the deposit, and I would be more than happy to help expedite the process for you. If you need to update any information for your profile on MyFXCM.com, you can also do so by sending an email to our operations department directly with your request, and they will be more than happy to make any of those changes for you. The operations department can be reached at:

Standard Accounts: admin@fxcm.com | Micro Accounts: admin@fxcmmicro.com

If you need to run a report for your account, please click here (How do I run reports?) for instructions on how to do so from the platform directly.


Thank you again for your posts arc1982, vijay15984, jmbeh! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by arc1982

i also having the same problem since yesterday

pls help

thank you

Originally Posted by vijay15984

Is server is down ?
I can not access to www.myfxcm.com

I am getting an error
connect to upstream server timedout

Host: www.myfxcm.com

Url: /fxma/

Originally Posted by jmbeh

I can not access to www.myfxcm.com too

I am getting an error

connect to upstream server timedout

Host: www.myfxcm.com

Url: /fxma/

This happened since 26Dec2011

What the heck is happening? I can log in but the price is NOT updating, I try several times already

Hello chickcap, and thank you for your post!


Was FXCM having any issues with the servers last night?

Yes last night FXCM was undergoing a technical issue and some clients were not able to log in to their accounts, place, or modify orders. Some clients experienced issues with prices not updating on the platform and charts. All issues have been resolved. FXCM sincerely apologizes for any inconvenience experienced during that time.

We admit that no system is perfect and it is very possible for technical issues to occur. When these issues do occur however, FXCM not only prides itself in resolving these issues in as fast and in an efficient manner as possible, but we also do everything in our power to make sure that issue does not occur again.

FXCM clients place millions orders per month of which the vast majority of are executed correctly. I point this out in order to share the confidence we have in our platform. When a technical issue does occur, no matter how small or large, we believe that a client should never be at fault when these things happen. That is why we have an audit committee that can review your trades whenever you have an execution inquiry. If you were in fact negatively impacted as the result of a technical issue on our end, we would be more than happy to make the proper adjustments to your account. If there is no execution error present for your trade(s), then we are also more than happy provide a full detailed explanation of why that is.

If you believe that you were negatively impacted as a result of this technical issue, if this is for a live account, you can submit a trade audit to have the case reviewed.

Standard Accounts:

If you have a live standard account you can submit your trade inquiry by clicking on the link that corresponds to your account below:

FXCM LLC (US) l FXCM LTD (UK) l FXCM AU (Australia)

Please fill out all the information requested, including ticket numbers, a description of what occurred, and what you would like the outcome of the resolution to be.

Micro Accounts:

If this is for a live micro account, you can submit a trade audit to have the case reviewed by clicking here.

Please fill out all the information requested, including ticket numbers, a description of what occurred, and what you would like the outcome of the resolution to be.

If you were negatively impacted as the result of a technical issue on our end, we can make the proper adjustments to your account. Once you submit the complaint, please allow 1-5 business days for the audit team to come to a resolution. Once the audit team reviews the case, you will be notified with their findings.

To read more about execution risks please on the link that corresponds to your account below:

FXCM LLC (US) l FXCM LTD (UK) l FXCM AU (Australia)

How well does the Trading Station platform perform?

With over 170,000 live tradable accounts here at FXCM, the Trading Station platform is by far our most robust and popular offering. As our flagship platform, it won FX Week Magazine's e-FX Best Retail Platform of the year award for both the years 2010 and 2009. While our competitors are beginning to follow our example of offering No Dealing Desk Forex execution, we have successfully implemented it. Excellent bid and ask prices are not meaningful unless you have a reliable trading platform to execute trades. Our trading platform is tested in all market conditions, routinely handling over 300,000 trades per day.

The platform comes equipped with the free professional chart package called Marketscope 2.0 (Market Scope Charts FAQ). This charting packages includes features such as trading from the charts, price alerts, easy customization, an extensive selection of indicators and custom indicators. This makes Marketscope 2.0 a great choice for both new and experienced traders alike.

Coupled with the Markscope 2.0 charting package, the Trading Station platform has earned it's reputation as arguably one of the best platforms in the industry. Please click here for a list of awards that FXCM has earned from our Company Profile page.

Please click on the link below that corresponds to where your account is held for a video walkthrough of the award winning Trading Station platform:

FXCM LLC (US) | FXCM LTD (UK) | FXCM AU (Australia)

Is the server down? How can I find out if FXCM is in fact undergoing a technical issue?

Feel free to visit the FXCM Platform Status Center any time you would like to view real-time updates about FXCM's platforms or services. You will see a "Currently all FXCM platforms are fully operational." message if everything is working as it should be. If not you can refer to that same site for real time updates, and you should also be able to submit any trade audits if necessary.


What else can I do if I am not able to manage my position directly from the platform?

If you are not able to manage your position online, then we encourage you to call the trading desk. You can place trades by phone without any additional fees. Before contacting the trading desk, please have your account number and the details of the order you would like to place (buy/sell, order size and symbol).

International Forex Trading: +1 212 201 7300
Toll-Free Forex Trading (US ONLY): +1 866 600 FXCM (3926)

Please click on the link below that corresponds to your account type for more information about the Forex Trading Desk phone etiquette:

FXCM LLC (US) | FXCM LTD (UK) | FXCM Australia (AU)

FXCM appreciates your business and your patience through this issue. We look forward to continue providing you excellent customer service!

Thank you chickcap for your post! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by chickcap

What the heck is happening? I can log in but the price is NOT updating, I try several times already

Hello
Enter buy,an working against me
goes up is showing negative,thinks it is a sell position
Happens quiet a bit
tried restarting platform,did nothing

Hello eliteincome, and thank you for your post!


How do I fix the technical issues I am experiencing with the platform and / or charts?

If you are experiencing any technical difficulties with the platform or charts, most of those issues can be resolved with a simple uninstall and reinstall of the platform (Trading Station Whats New FAQ - November 2011 Update). Make sure you uninstall all instances of the platform before reinstalling. If you are still experiencing the same issue afterwards, please send me a detailed description of the error along with any screenshots you can provide (Problem with marketscope) of that error, and I would be more than happy to continue to troubleshoot the issue with you.

Please let me know either way whether or not you are able to resolve this issue. Thank you in advance for your time and I look forward to hearing from you soon.


Thank you again for your post eliteincome! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by eliteincome

Hello
Enter buy,an working against me
goes up is showing negative,thinks it is a sell position
Happens quiet a bit
tried restarting platform,did nothing

Tried many times to log in the account at the myfxcm page but it always tells me to re-enter user and pass as I am copying(but in fact I was typing). The chart in the platform does not show up. What the heck is happening?

Hello chickcap, and thank you for your post!


Why can't I log in to MyFXCM.com?

I am not able to replicate the error you are describing, I am able to log in to MyFXCM.com without any issues. I would suggest trying with a different web browser. The following are a few popular web browsers that are utilized by our clients:

• http://www.mozilla.com/firefox

• http://www.google.com/chrome

• http://www.apple.com/safari

• http://www.opera.com/

If that does not work please try resetting your password (How do I reset my password?). Please let me know either way whether or not one of these two tips resolve the issue. If you are still experiencing the same issue afterwards, please send me a detailed description of the error along with any screenshots you can provide (Problem with marketscope) of that error, and I would be more than happy to continue to troubleshoot the issue with you.


What happened with the charts last night?

Last night FXCM was undergoing a minor technical issue and some clients were not able to load the charts on their platforms. All issues have been resolved. FXCM sincerely apologizes for any inconvenience experienced during that time. If you believe that you were negatively impacted as a result of this technical issue, if this is for a live account, you can submit a trade audit to have the case reviewed. Please refer to this post (FXCM micro service down?) on this thread for more information about submitting trade audits.


Thank you again for your post chickcap! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by chickcap

Tried many times to log in the account at the myfxcm page but it always tells me to re-enter user and pass as I am copying(but in fact I was typing). The chart in the platform does not show up. What the heck is happening?