If a module in the platform doesn't work, there are a few things we would like you to do, before investigating further.
For initial troubleshooting, please try to see if any of the following points resolve the issue:
- Make sure the browser is not on Incognito Mode (In-private mode)
- Log in from a different browser
- Log in from a different computer
- Check that none of these is blocking anything related to Saxo:
- Trusted sites (some browsers such as Internet Explorer give you the option to allow or block sites)
- Ad-blockers
- Antivirus
- Firewall
- Clear cache and cookies
- General SaxoTraderGo troubleshooting
- Re-install (if the problem is with SaxoTraderPRO)
In case the points listed above do not resolve the issue, please provide us with as much information as possible via a case.
As a minimum, we need you to provide us with:
- Client ID
- Exact timestamp (and time zone) on when the issue latest occurred
- Browser name and version
- Error message received
- A console snapshot - Press F12 and select the 'Console' tab and then try to replicate the error
- Name of the Saxo platform
- Troubleshooting steps tried so far