Thread: LOGIN ISSUE

Yesterday from 02.00 am server time to 2.15 am server time I was unable to login in my account. The error displayed on my screen was " A database error occurred during processing (ORA--2)". Today from last 1hr. I am not able to login due to same error. Yesterday when I tried to Login my consolidated open positions were in positive which I wanted to close. But due to error I was not able to login and close the trades. At that time my balance was $2021. You are requested to do the needful and help me.

Hello Madhukar, and thank you for your posts!


Why wasn't I able to log in to my account at approximately 21:00 EST on 02.01.2012?

On the evening of Wednesday, February 2nd 2012, FXCM was undergoing a technical issue and clients were not able to log in to their accounts, place, or modify orders. All issues were resolved that same evening by approximately 22:00 EST. 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 rewards 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 for your post Madhukar! Please feel free to post with additional questions or contact me directly at julius@fxcm.com

Originally Posted by Madhukar

Yesterday from 02.00 am server time to 2.15 am server time I was unable to login in my account. The error displayed on my screen was " A database error occurred during processing (ORA--2)". Today from last 1hr. I am not able to login due to same error. Yesterday when I tried to Login my consolidated open positions were in positive which I wanted to close. But due to error I was not able to login and close the trades. At that time my balance was $2021. You are requested to do the needful and help me.

Dear Julius,

I would further like to know the reason for the error ( A database Occurred during processing (ORA--2)). Is it due to server or internet issue?

Waiting for your reply.

Regards,

Madhukar.

Hello again Madhukar, and thank you for your post!


Was the ORA-2 error that I received due to a server issue or an issue on my end?

At the time that you wrote the first post in this thread (LOGIN ISSUE) FXCM was undergoing a technical issue and clients were not able to log in to their accounts, place, or modify orders. If you received the ORA-2 error message at that time then that was due to an issue on our end. All issues were resolved that same evening by approximately 22:00 EST. For more information about that issue specifically please refer to my previous post in this thread (LOGIN ISSUE).

Are you still seeing the same error message when you try to log in at this time? If so below are some troubleshooting tips on how to resolve the issue.

The error you are experiencing may be due to an issue with the platform itself. If you are experiencing any technical difficulties with the platform, 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.


I have completely uninstalled and reinstalled the platform however the issue persists. What should I try next?

If the computer you are using cannot connect to the Trading Station platform, here are some more potential solutions:

Windows Vista Users:

If you are using Windows Vista, right click on the Trading Station icon on your Desktop and select, "Run as an Administrator" from the drop-down menu. If you are not using Windows Vista, skip this step.

Configure your Firewall:

Your firewall may be blocking the FXCM Trading Station from connecting to the internet. To connect, please open your personal firewall settings and allow the FXCM Trading Station with Internet Access.


Am I maintaining an established connection to the FXCM servers?

A constant connection is important when streaming live executable prices to your personal computer. If you are having trouble maintaining connection you may be experiencing data loss, which is different than losing Internet connectivity. Testing your Internet connection is easy to do and can help diagnose why you’re receiving the error message above and, even better, provide you with the exact information that you’ll need to help solve the issue. Please click here (How can I test my internet connection?) for instructions on how to test your connection.


Am I using a wireless connection?

Wireless Internet connections may allow you to connect to the FXCM Trading Station platform but the connection may drop if the wireless connection is not strong enough. The FXCM Trading Station updates constantly with the latest prices and normal web browsing does not require this much dedicated resources. If possible, please change to a physical connection and try logging into the platform.

• TIP: If you have to use a wireless connection, then disable any symbols you do not trade to reduce the resources required to maintain your connection.

What else can fix my connection issues?

FXCM’s latest Web-based platform called the Trading Station Web is a great solution to improve your connection if you are having difficulties maintaining an established one. The platform requires no download and has a lot of the same great features of the FXCM Trading Station.

To access our newest web-based platform, simply click on the link below that corresponds to your account type and log in with the same information you normally do.

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

It's that easy! Some nice features of the Trading Station Web include:

• No Downloading or Installation Required

• Compatible with Mac Computers

• Accessible from behind most personal and corporate firewalls so you can trade from work if you need to

• Trade Directly From Charts

• Compatible with all web browsers

Please click here to learn more about our new web based platform.

Please click here (Connection Issues) for more troubleshooting tips for connection issues.


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 AU (Australia)

I have tried everything you suggested above but the issue persists. What should I do?

If you are still experiencing the same issue after carefully following all of my instructions, step by step, then 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 log in to the platform at this time. Thank you in advance for your time and I look forward to hearing from you soon!

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

Originally Posted by Madhukar

Dear Julius,

I would further like to know the reason for the error ( A database Occurred during processing (ORA--2)). Is it due to server or internet issue?

Waiting for your reply.

Regards,

Madhukar.

I am getting this error message of ORA-2 while Login. Not able to login. please help.

Hello prabhatkr, and thank you for your post!


When I try to log in to the Trading Station platform I receive the following error message: "a database error has occurred during processing (ORA-2)". How do I resolve this issue?

In order to resolve this issue I would try some of the troubleshooting tips I mentioned in my previous post on this thread (LOGIN ISSUE).

Since error you are experiencing may be due to an issue with the platform itself I would try uninstalling and reinstalling the platform (Trading Station Whats New FAQ - November 2011 Update) first. Most technical issues with the platform can be resolved through this method. Make sure you uninstall all instances of the platform before reinstalling.


I have completely uninstalled and reinstalled the platform however the issue persists. What should I try next?

If the computer you are using cannot connect to the Trading Station platform, here are some more potential solutions:

Windows Vista Users:

If you are using Windows Vista, right click on the Trading Station icon on your Desktop and select, "Run as an Administrator" from the drop-down menu. If you are not using Windows Vista, skip this step.

Configure your Firewall:

Your firewall may be blocking the FXCM Trading Station from connecting to the internet. To connect, please open your personal firewall settings and allow the FXCM Trading Station with Internet Access.


Am I maintaining an established connection to the FXCM servers?

A constant connection is important when streaming live executable prices to your personal computer or when trying to log in to the platform. If you are having trouble maintaining connection you may be experiencing data loss, which is different than losing internet connectivity. Testing your internet connection is easy to do and can help diagnose why you’re receiving the error message above and, even better, provide you with the exact information that you’ll need to help solve the issue. Please click here (How can I test my internet connection?) for instructions on how to test your connection.


Am I using a wireless connection?

A wireless internet connection may drop if the wireless connection is not strong enough. The FXCM Trading Station updates constantly with the latest prices and normal web browsing does not require this much dedicated resources. If possible, please change to a physical connection and try logging into the platform.


What else can fix my connection issues?

FXCM’s latest Web-based platform called the Trading Station Web is a great solution to improve your connection if you are having difficulties logging in or maintaining an established one. The platform requires no download and has a lot of the same great features of the FXCM Trading Station.

To access our newest web-based platform, simply click on the link below that corresponds to your account type and log in with the same information you normally do.

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

It's that easy! Some nice features of the Trading Station Web include:

• No Downloading or Installation Required

• Compatible with Mac Computers

• Accessible from behind most personal and corporate firewalls so you can trade from work if you need to

• Trade Directly From Charts

• Compatible with all web browsers

Please click here to learn more about our new web based platform.

Please click here (Connection Issues) for more troubleshooting tips for connection issues.


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 AU (Australia)

I have tried everything you suggested above but the issue persists. What should I do?

If you are still experiencing the same issue after carefully following all of my instructions, step by step, then 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 log in to the platform. Thank you in advance for your time and I look forward to hearing from you soon!

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

Originally Posted by prabhatkr

I am getting this error message of ORA-2 while Login. Not able to login. please help.