Troubleshooting at GDI Markets

Problems communicating with GDI Markets's servers due to firewall/proxy problems.

• Refer to Technical Issues for GDI Trader configuration alternatives.
• GDI Trader connection settings are configured under Tools > Connection Setting from GDI Trader menu.

Problems communicating with GDI Markets's servers due to firewall/proxy problems.

• The client has a proxy server that is not available or is not configured correctly.
• Refer to Technical Issues for GDI Trader configuration alternatives.

The User ID is not recognised by the login server (you cannot be authenticated).

• Incorrect User ID entered, carefully check the User ID.
• The simulation account has exceeded the trial period and has been automatically deactivated.

GDI Trader cannot connect to GDI Markets's server.

• Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of GDI Trader.
• The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.
• The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for GDI Trader configuration alternatives.
• The Internet Service Provider does not recognise the DNS name:
  1. Select Tools > Connection Settings from GDI Trader menu.
  2. Delete the URL or Domain Name.
  3. Enter the IP address of GDI Trader server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).

A wrong password has been entered.

• Enter the password again exactly as noted in the welcome email.
• If a password has been entered and remembered, delete the contents of the password box and then retype the password.

You are attempting to open GDI Trader (log into an account) twice.

• Close the first instance of GDI Trader before opening another.

GDI Trader cannot read the key correctly because:

• Key is not activated by GDI Markets – contact GDI Markets to get your key activated.
• The key is not stored correctly on the PC. Use the following procedure to correct the problem:
  1. Exit then restart the GDI Trader.
  2. Select Tools > Key Management > Delete the current key from GDI Trader menu.
  3. Exit then restart GDI Trader again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. Click OK.
  4. A dialog window Key Management will be displayed. Click on Generate new key button. Click OK to get new key enabled.
  5. Contact your GDI Markets representative to activate the new key.
  6. Optionally, select Tools > Key Management > Save current key to a CD or USB to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the CD or USB. This pin code must be entered before the key can be extracted.

The new key generated by GDI Trader was not transmitted correctly to GDI Markets. Use the following procedure to regenerate the key and transmit it to GDI Markets:

1. Select Tools > Key Management > Delete the current key from GDI Trader menu.
2. Exit then restart GDI Trader again. A dialog will be displayed during startup instructing you to either re-import an existing key or generate a new key. Click OK.
3. Select Tools > Key Management > Generate new key from GDI Trader menu. A dialog will be displayed instructing you to contact GDI Markets to get the new key enabled. Click OK, GDI Trader will close automatically.
4. Contact your GDI Markets representative to activate the new key.

Could not load the encryption key into GDI Trader. Use the following procedure to correct the problem:

1. Insert an empty CD or a USB drive in the PC where the key is to be copied from and select Tools > Options > Key Management from GDI Trader menu. Press Backup Key button to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key. This pin code must be entered before the key can be extracted.
2. Insert the disc or the USB in the PC where the key is to be copied to and select Tools > Options > Key Management and select Load Backup Key and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the CD or the USB. Click OK to automatically restart GDI Trader and enable the key.

If this does not work, on the PC receiving the key:

1. Reinstall GDI Trader and repeat the procedure described above.

Attempting to install GDI Trader from an old installation file that is not longer valid. Download and install GDI Trader again from GDI Markets web site.

This can occur during upgrade of GDI Trader. Some files have not been registered. Reinstall GDI Trader.

GDI Trader is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to GDI Trader instead of newer upgrade files.

• Download and reinstall GDI Trader from GDI Markets web site.
• If the problem persists, refer the case to GDI Markets's technical support for further investigation.

If CFD trading should be allowed in the client's account:

• The account may not allow CFD trading and is enabled for Forex only. Contact a GDI Markets representative to get CFD trading enabled.
• Spread-based trading may not enabled in the account. Contact GDI Markets to get spread-based trading enabled.

Contact a GDI Markets representative to ensure that both the Forex and CFD trading are enable for the client.

GDI Trader is not registered correctly in the PCs operating system – reinstall GDI Trader.

Use the following procedure to rectify the problem:

1. Close the Client Summary in GDI Trader.
2. Close GDI Trader and select Yes when asked if you want to save changes.
3. Restart GDI Trader and log on.
4. Open the Client Summary (Account > Client Summary from the Client Station menu).