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Does NT Support Exist?
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Does NT Support Exist?

  #1 (permalink)
Elite Member
New Orleans
 
Futures Experience: Advanced
Platform: Ninja
Broker/Data: IB
Favorite Futures: TF
 
Posts: 81 since Mar 2010
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Does NT Support Exist?

Here is the body of an email I sent to Ninja Trader support before the open this morning:

_________________________________________________________________________________________________
This morning when I clicked on NT it would not open and started trying to reinstall the program. It eventually gave me an er message: "The feature you are trying to use is on a network resource that is unavailable" then "installation package cannot be found." Need Help.
__________________________________________________________________________________________________

Anyone have any thoughts?

I'm sure the problem is somewhere on my computer and I'm also sure I'm not the only guy in the world this has happened to and the solution is somewhere within the NT Support Manual. However, getting them to even answer an email has become a real problem. Usually they say I'm just not getting their emails (although they never appear in my inbox, spam, trash or anywhere else...strange ain't ?). I've been out of business all day. After a long time as a loyal customer I'm just about at the end of the NT road but that's another thread. Any help would be appreciated.

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  #2 (permalink)
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Denver, CO
 
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turkmay View Post
Here is the body of an email I sent to Ninja Trader support before the open this morning:

_________________________________________________________________________________________________
This morning when I clicked on NT it would not open and started trying to reinstall the program. It eventually gave me an er message: "The feature you are trying to use is on a network resource that is unavailable" then "installation package cannot be found." Need Help.
__________________________________________________________________________________________________

Anyone have any thoughts?

I'm sure the problem is somewhere on my computer and I'm also sure I'm not the only guy in the world this has happened to and the solution is somewhere within the NT Support Manual. However, getting them to even answer an email has become a real problem. Usually they say I'm just not getting their emails (although they never appear in my inbox, spam, trash or anywhere else...strange ain't ?). I've been out of business all day. After a long time as a loyal customer I'm just about at the end of the NT road but that's another thread. Any help would be appreciated.

I am sorry that you have not had a response all day. I will surely track down and let you know what happened to your initial inquiry. In the meantime, you can PM me the email address you used and a telephone number where you can be reached and I will have someone on our support team get in touch with you right away.

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  #3 (permalink)
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NinjaTrader View Post
I am sorry that you have not had a response all day. I will surely track down and let you know what happened to your initial inquiry. In the meantime, you can PM me the email address you used and a telephone number where you can be reached and I will have someone on our support team get in touch with you right away.

We have located the inquiry you sent in at 8 AM Denver time. We replied at 8:15 AM.

- I see you have provided a telephone number in your initial inquiry and someone will be calling now
- I will task my IT manager to see if we are able to gather any information of the routing from our ISP to your inbox (this might not occur until tomorrow)

Thanks for your patience.

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  #4 (permalink)
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You might want to use something reliable like gmail if you are having a consistent or persistent problem missing emails.

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  #5 (permalink)
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turkmay,

We have looked further into this and here are some facts:

- The email we received from you was from your gmail address
- The return path however, you have set up to reply to your bellsouth address
- Thus please check your bellsouth inbox and spam folder for our response
- If you don't see it there then likely bellsouth has blocked emails coming from our ninjatrader.com domain
- You could check with bellsouth or in the future, ensure that your email return address is your gmail account
- Worst case, if you don't see a response from us, you can always post in our forum as well

Thanks

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  #6 (permalink)
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NinjaTrader View Post
turkmay,

We have looked further into this and here are some facts:

- The email we received from you was from your gmail address
- The return path however, you have set up to reply to your bellsouth address
- Thus please check your bellsouth inbox and spam folder for our response
- If you don't see it there then likely bellsouth has blocked emails coming from our ninjatrader.com domain
- You could check with bellsouth or in the future, ensure that your email return address is your gmail account
- Worst case, if you don't see a response from us, you can always post in our forum as well

Thanks

For business reasons I have 3 email addresses ALL are directed to my gmail account and always have been. I don't use anything but gmail and use it to send/receive every bit of my email traffic nomatter what the account. All I can tell you is that I always receive NT's automated bounce back acknowledging my support request and I have never encountered this problem with anyone else. The problem must be on your end.

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  #7 (permalink)
Elite Member
Denver, CO
 
Futures Experience: Advanced
Platform: NinjaTrader
Broker/Data: NinjaTrader Brokerage
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Posts: 1,260 since May 2010
Thanks: 153 given, 1,890 received


turkmay View Post
For business reasons I have 3 email addresses ALL are directed to my gmail account and always have been. I don't use anything but gmail and use it to send/receive every bit of my email traffic nomatter what the account. All I can tell you is that I always receive NT's automated bounce back acknowledging my support request and I have never encountered this problem with anyone else. The problem must be on your end.

Providing the best support experience for our users is critical so I had my IT manager review this again. Following is the email header that your gmail account sent us. I have removed your personal information and replaced it with an XXX. The "from" address points to your bellsouth address which is the email that is used for the reply. You can have GMAIL set up so when you select your bellsouth address in the "from" field when composing an email to have email header contain the gmail account. To do this, you would go to GMAIL and select "GMAIL account settings > Accounts and Import > Send mail As" select the bellsouth address and edit. You would get an screen like the image posted. The Email address field would be your bellsouth address however, the Reply-to address would be your GMAIL account.


sender: XXXXXX@gmail.com
date: Mon, 19 Sep 2011 08:58:31 -0500
x-google-sender-auth: e-O3AWNq6g-_DlOU7nEaddiQkdw
message-id: <CABrG+bu_pN9gJ0WXtt1-RyHATm30JZdfvCZuLmbproHXWGh1_Q@mail.gmail.com>
subject: EMERGENCY!
from: XXXXXXXX@bellsouth.net
to: NinjaTrader Customer Service <support@NinjaTrader.com>

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