Thread: Login Technical error: "Error details not availble"

I get this error after login into my miro acct with the proper login pswd and on a live acct. Please help, thanks

Hello Ryan92, and thank you for your post! On behalf of myself and everyone here at FXCM, welcome to the forum community!


When I try to log in to the Trading Station platform I receive the following error message: "Error details no available". How do I resolve this issue?

It looks like you may have an older version of the Trading Station platform downloaded on your computer. I would suggest simply uninstalling and reinstalling the platform (Trading Station Whats New FAQ - November 2011 Update). Make sure you uninstall all instances of the platform before reinstalling.

If you are experiencing any technical difficulties with the platform in general, most of those issues can be resolved with a complete uninstall and reinstall of the platform. 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.

Uninstalling and reinstalling will automatically update the platform. Please click here (Trading Station Whats New FAQ - January 2012 Update) to find out what's new!

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 Ryan92! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by Ryan92

I get this error after login into my miro acct with the proper login pswd and on a live acct. Please help, thanks

Hi Julius,
I tried to close 2 trades but instead of closing the trades,orders are still pending in the orders window.
I restarted the trade station a cople of times but problem is still there.
Don't know what to do.
Please look into the matter urgently.
Thanks and Regards

Hi Julius,
Problem resolved as trades are closed now but at a much lower price

Originally Posted by Ifee

Hi Julius,
I tried to close 2 trades but instead of closing the trades,orders are still pending in the orders window.
I restarted the trade station a cople of times but problem is still there.
Don't know what to do.
Please look into the matter urgently.
Thanks and Regards

Hello Ifee, and thank you for your post!


Why wasn't I able to close my positions this morning?

On the morning of 09.07.2012 FXCM was undergoing a technical issue and some clients were temporarily unable to place or modify orders. 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 of orders per month of which the vast majority 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 again Ifee your post! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by Ifee

Hi Julius,
I tried to close 2 trades but instead of closing the trades,orders are still pending in the orders window.
I restarted the trade station a cople of times but problem is still there.
Don't know what to do.
Please look into the matter urgently.
Thanks and Regards

Originally Posted by Ifee

Hi Julius,
Problem resolved as trades are closed now but at a much lower price

XXXXXXXXXX uk MICRO
Need fix this now ASAP
Close out EUR/US then bang closes the US/JPY out -$15.41
All good but the money back ASAP
This happens quiet a lot with,lucky I only trade small on this account
Still its not good an very hard to fix for the customer

Hello eliteincome, and thank you for your post!


Can you please review the execution of my trades?

Yes of course. I see that you have already submitted a formal trade audit regarding this. 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 click on the link that corresponds to your account below:

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

Please make sure you are closing positions correctly (FXCM Trading Station II FAQ). You may be clicking to close the wrong position by mistake. Also always double check to make sure you are closing positions for the correct pair from the "Close Positions" window before clicking on "OK" to close the position. We look forward to completing your trade audit and providing its resolution in as timely of a fashion as possible.


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

XXXXXXXXXX uk MICRO
Need fix this now ASAP
Close out EUR/US then bang closes the US/JPY out -$15.41
All good but the money back ASAP
This happens quiet a lot with,lucky I only trade small on this account
Still its not good an very hard to fix for the customer