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NinjaTrader Support on EVERY problem: "we are unable to replicate it in our end"
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NinjaTrader Support on EVERY problem: "we are unable to replicate it in our end"

  #1 (permalink)
Elite Member
Sydney
 
Futures Experience: Advanced
Platform: NinjaTrader
Favorite Futures: Forex
 
Posts: 63 since Nov 2015
Thanks: 31 given, 40 received

NinjaTrader Support on EVERY problem: "we are unable to replicate it in our end"

Is anyone else frustrated with NinjaTrader Support? Just checking in so see if I need to adjust my expectations. You send them a clear bug, with screenshots, videos, logs etc where NinjaTrader clearly malfunctions and they reply " we are unable to replicate it in our end". Every time. As if this makes the problem disappear.

It's also concerning that you have a problem, then you search their forums and another member reported the same issue.... in 2013... and they haven't fixed yet. They didn't even bother updating the documentation.

Those of you that work with other platforms, like Multicharts, TS, do you experience this kind of attitude as well? Maybe I am setting my expectations too high, but it seems NinjaTrader Support is not helpful.

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  #2 (permalink)
Flying In A Blue Dream
Jefferson City, Missouri
 
Futures Experience: Intermediate
Platform: NinjaTrader
Broker/Data: NinjaTrader Brokerage
Favorite Futures: CL ES
 
SatchFan's Avatar
 
Posts: 223 since Mar 2010
Thanks: 327 given, 200 received

I feel your pain, but for me NinjaTrader support has been a mostly positive affair. I am curious, have you been inviting them to your desktop so they can have a look at it? To me, this is the best way.

My main issue with NinjaTrader is that it seems that it is made of crystal glass. As in, easily broken. Seems every couple of weeks a new issue pops up. And heaven forbid if the electricity should blink off for a millisecond, because your definitely dealing with issues after that happens. Funny how Metatrader, Chrome, Firefox, most other programs will work fine after that happens. But not NinjaTrader! Issue after issue after issue. And not all problems pop up after the electricity goes out. Just random problems. I got so frustrated 2 weeks ago with it I uninstalled both NT7 and 8. Funny, I was uninstalling NT8 first and I got the message that it had to uninstall NT7 also as it was dependent on NT7... Whatever, that's fine... Was going to install NT7 anyway. Weird how windows thinks they are dependent on each other..
Anyway, I reinstalled NT8 on a Throttle Sata stick. lol Just for kicks to see what happens. Been running it this way for about a week and a half and I've had an error twice about not being able to connect to server blah blah blah. (don't really remember the specific error message at the moment) This message has always been there in the morning when I get back on the computer. Click it once or twice it goes away. Seems not to affect the platform tho, as it's still running and every thing works fine. Might expect a few errors like this on NT8 because it's in beta stage. But just sick of NT7 being so fragile and having to resolve issues couple times a month...
The new Amp/TradingView connection looking fairly interesting at the moment. Not really a fan of Amp, but would make the switch just to get some reliability with a trading platform... Just open your browser, sign in, trade.

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  #3 (permalink)
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Omer עומר / Israel י
 
Futures Experience: Master
Platform: NinjaTrader, Proprietary,
Broker/Data: Ninjabrokerage/IQfeed + Synthetic datafeed
Favorite Futures: 6A, 6B, 6C, 6E, 6J, 6S, ES, NQ, YM, AEX, CL, NG, ZB, ZN, ZC, ZS, GC
 
rleplae's Avatar
 
Posts: 2,501 since Sep 2013
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A few comments from my experience.

1. There is a difference between application and platform.
many softwares can break if you remove the electricity without proper shutdown,
this mainly results in what is on the disk to be in an incorrect state. nothing
special about ninjatrader, having crashed a few times, i have not been into a
situation that it was broken.

If you are experiencing regular power outages, you might consider an UPS, that
gives you the time to properly shutdown.

You might also consider making a backup-up copy, this allows you to quickly
revert to the last good state, especially with SSD disks, this is done very very
fast, is not a cumbersome procedure.

2. I have seen some of the more difficult issues and NT support got access to
my machine. they were very helpful.

3. Ninjatrader allowing you to extend it with good and bad code ;-) i think
working in support for a platform like Ninjatrader must be a challenge...
i think those engineers see many many different scenarios and like any support,
nobody is calling them to tell things are OK or to tap them on the shoulder
when all is going good.

i'm happy with my ninjatrader and it has only crashed in a few very very rare
conditions, of which i'm myself the reason and not the platform

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  #4 (permalink)
Elite Member
Sydney
 
Futures Experience: Advanced
Platform: NinjaTrader
Favorite Futures: Forex
 
Posts: 63 since Nov 2015
Thanks: 31 given, 40 received


SatchFan View Post
I feel your pain, but for me NinjaTrader support has been a mostly positive affair. I am curious, have you been inviting them to your desktop so they can have a look at it? To me, this is the best way.

My main issue with NinjaTrader is that it seems that it is made of crystal glass. As in, easily broken. Seems every couple of weeks a new issue pops up. And heaven forbid if the electricity should blink off for a millisecond, because your definitely dealing with issues after that happens. Funny how Metatrader, Chrome, Firefox, most other programs will work fine after that happens. But not NinjaTrader! Issue after issue after issue. And not all problems pop up after the electricity goes out. Just random problems. I got so frustrated 2 weeks ago with it I uninstalled both NT7 and 8. Funny, I was uninstalling NT8 first and I got the message that it had to uninstall NT7 also as it was dependent on NT7... Whatever, that's fine... Was going to install NT7 anyway. Weird how windows thinks they are dependent on each other..
Anyway, I reinstalled NT8 on a Throttle Sata stick. lol Just for kicks to see what happens. Been running it this way for about a week and a half and I've had an error twice about not being able to connect to server blah blah blah. (don't really remember the specific error message at the moment) This message has always been there in the morning when I get back on the computer. Click it once or twice it goes away. Seems not to affect the platform tho, as it's still running and every thing works fine. Might expect a few errors like this on NT8 because it's in beta stage. But just sick of NT7 being so fragile and having to resolve issues couple times a month...
The new Amp/TradingView connection looking fairly interesting at the moment. Not really a fan of Amp, but would make the switch just to get some reliability with a trading platform... Just open your browser, sign in, trade.

Thanks for sharing. That's a good idea, I'm going to suggest this right away instead of trying to convince them the problem exists. I agree with you on NT being fragile. The way I go around is to have a fresh install of Windows 8 with NT7. Then I clone that machine and use it. When NT becomes too unstable, I just create another clone and install the indicators / strategies.

Cheers

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  #5 (permalink)
Elite Member
Sydney
 
Futures Experience: Advanced
Platform: NinjaTrader
Favorite Futures: Forex
 
Posts: 63 since Nov 2015
Thanks: 31 given, 40 received

Positive experience when I contact support for "How to" questions. How do I do this, how do I do that.

Negative experience when I contact them with a bug or a problem. If they can't easily replicate, then the problem does not exist, good luck.

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  #6 (permalink)
Elite Member
Seattle, WA
 
Futures Experience: Intermediate
Platform: NinjaTrader 8
Broker/Data: AMP/CQG
Favorite Futures: Indices
 
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little leo View Post
Positive experience when I contact support for "How to" questions. How do I do this, how do I do that.

Negative experience when I contact them with a bug or a problem. If they can't easily replicate, then the problem does not exist, good luck.

Same positive and negative experiences as mentioned but I think it's very hard considering the customizations allowable through NinjaTrader for them to fix every problem. For me, I've found I can fix most problems by emptying the "cache" and "db" folders.

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  #7 (permalink)
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Omer עומר / Israel י
 
Futures Experience: Master
Platform: NinjaTrader, Proprietary,
Broker/Data: Ninjabrokerage/IQfeed + Synthetic datafeed
Favorite Futures: 6A, 6B, 6C, 6E, 6J, 6S, ES, NQ, YM, AEX, CL, NG, ZB, ZN, ZC, ZS, GC
 
rleplae's Avatar
 
Posts: 2,501 since Sep 2013
Thanks: 1,706 given, 3,708 received
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little leo View Post

Negative experience when I contact them with a bug or a problem. If they can't easily replicate, then the problem does not exist, good luck.

have you tried sharing your problem on the forum ?

maybe some people would be able to help
or at least give advice to locate the problem
or articulate a work-around

sometimes a work-around is as good as a fix...

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  #8 (permalink)
Elite Member
Gold Coast, Qld, Australia
 
Futures Experience: Intermediate
Platform: Ninjatrader, Metastock
Favorite Futures: Spot Forex
 
Posts: 13 since Jan 2013
Thanks: 34 given, 9 received

My experience with bug reporting has been mostly positive. As others have mentioned it must be a nightmare for the NT staff to try and troubleshoot some issues with the platform being so open… also from following the NT forums I can see they are often not given a huge amount of info to work with.

In saying that, it also depends on which staff member replies to your query. The vast majority are very helpful and have a genuine passion/inquisitiveness in trying to solve bugs and make the platform as stable as it can be, but there are a couple that in my experience consistently take the easy road and you get impression they are ticking boxes to fill a quota rather than genuinely solving the issues. In this case it can be very frustrating… For one major issue I got unlucky with the case allocation, and without going into all the frustrations here, it took me 6 weeks of pushing (and many, many hours of wasted time) before a senior staff member reallocated the case, after which the issue was replicated immediately and progress was made.

My suggestion is to post bugs on the NT8 board, and try to keep all correspondence when working through the issue on the board if possible (as opposed to email). That keeps the case in the eyes of other users who may be experiencing the same issues who can chime in. It also means another staff member may read the thread and offer additional assistance.

Another approach, is that if you are filing a bug report you can search the NT8 forum to find a somehow similar issue (even if it's not identical) that is being handled by a staff member who you trust and post your issue in that thread. That way you can pretty much ensure you have someone good on the case.


Last edited by ShaneAU; April 1st, 2016 at 07:51 PM.
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  #9 (permalink)
Elite Member
Sydney
 
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Posts: 63 since Nov 2015
Thanks: 31 given, 40 received


rleplae View Post
have you tried sharing your problem on the forum ?

maybe some people would be able to help
or at least give advice to locate the problem
or articulate a work-around

sometimes a work-around is as good as a fix...


Yes, I was posting on the ninjatrader forum but I'll post here too. Osikani and Sledge are very helpful members, they saved the day many times.

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  #10 (permalink)
Elite Member
Sydney
 
Futures Experience: Advanced
Platform: NinjaTrader
Favorite Futures: Forex
 
Posts: 63 since Nov 2015
Thanks: 31 given, 40 received



ShaneAU View Post
In saying that, it also depends on which staff member replies to your query. The vast majority are very helpful and have a genuine passion/inquisitiveness in trying to solve bugs and make the platform as stable as it can be, but there are a couple that in my experience consistently take the easy road and you get impression they are ticking boxes to fill a quota rather than genuinely solving the issues. In this case it can be very frustrating… For one major issue I got unlucky with the case allocation, and without going into all the frustrations here, it took me 6 weeks of pushing (and many, many hours of wasted time) before a senior staff member reallocated the case, after which the issue was replicated immediately and progress was made.

My suggestion is to post bugs on the NT8 board, and try to keep all correspondence when working through the issue on the board if possible (as opposed to email). That keeps the case in the eyes of other users who may be experiencing the same issues who can chime in. It also means another staff member may read the thread and offer additional assistance.

Another approach, is that if you are filing a bug report you can search the NT8 forum to find a somehow similar issue (even if it's not identical) that is being handled by a staff member who you trust and post your issue in that thread. That way you can pretty much ensure you have someone good on the case.

Yes I'll do as you say and post more in the forums instead of email. They reply quicker via email but the replies don't contribute much to the solution. I agree 100% with you on this
"there are a couple that in my experience consistently take the easy road and you get impression they are ticking boxes to fill a quota rather than genuinely solving the issues"

Some support staff are just there so that no email is left without a reply, even if the reply is of no help whatsoever.

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