Frequently Asked QuestionsPremium Subscriptions- What markets do Incredible Charts cover?
- NYSE, Nasdaq, Amex, OTCBB¹ and Pink Sheets¹
- US and Canadian indexes, including DJ and S&P sector series
- ASX, including Options & Warrants
- LSE
- World indexes, including DJ World, DJ Europe, and FTSE sector series
¹ Excludes OTCBB and Pink Sheet stocks priced below 1 cent or with poor liquidity. - When are prices updated?
- US stocks and indexes, LSE, World indexes — From 7:00 p.m. ET
- ASX stocks — Hourly updates from 11:20 a.m. AET
- ASX ETOs & Warrants — From 7:20 p.m. AET
- At what time are the ASX hourly updates?
- 11:00 update is available after 11:25;
- 12:00 update is available after 12:25;
- 13:00 update is available after 13:25;
- 14:00 update is available after 14:25;
- 15:00 update is available after 15:25;
- 16:06 market close is available after 16:45;
- 19:00 final closing prices are available after 19:25.
- My free trial has expired. How do I subscribe to the premium data service?
- Can I activate more than one computer against my subscription?
You may activate two computers against your subscription provided they are not used at the same time. You will be allocated a new UserID when you install Incredible Charts on another computer. Contact support and ask them to activate your second UserID.
Premium Account Questions- I have subscribed to the premium data service. How do I activate my subscription?
An activation key will be emailed to you when you subscribe. To activate your account, select Activate Premium Version on the toolbar.  Copy and paste your activation key into the required field. - What does an activation key look like?
An alphanumeric code is emailed to you when you subscribe. Here is an example:
1:465790:BT7FB7BCS438E43E - What is my UserID?
Your UserID is a 6-digit number allocated to your computer when you install Incredible Charts. It is displayed at the top of the Login page and under Help >> About >> Membership Details on the chart menu.
A new UserID is allocated if you replace your computer, erase your hard drive or open a new Windows user account.
- What is my MemberID?
Subscribers to the Premium Data Service are allocated a MemberID when the sign up. This is displayed in all emails concerning your subscription and under Help >> About >> Membership Details on the chart menu.
- What is my password?
Create your own password when you install Incredible Charts. - Click the I Forgot My Password link on the Login page and your password will be emailed to you
- If your email address has also changed, contact support with your UserID.
- How do I renew my subscription?
Premium membership is continuous and there is no need to complete a new subscription on your anniversary date. Annual subscribers are sent an email reminder one month before their anniversary date.
- How do I cancel my subscription?
- I plan to replace my computer. What do I need to do?
- Record your MemberID from Help >> About >> Membership Details on your old computer
- Download the latest version of Incredible Charts and install on your new computer
- Create a new password or use your existing one
- Do not enter your old activation key on the new computer
- You will be allocated a new UserID when you install Incredible Charts on your new computer. Contact support and ask them to activate the new UserID against your subscription
- Transfer projects (.ini) and watchlists (.viz) using File >> Export/Import Files
- I have replaced my computer. How do I re-activate my premium subscription?
You will be allocated a new UserID when you install Incredible Charts on your new computer. Contact support with your new UserID and we will activate it against your subscription. - I have replaced my computer. How do I recover my watchlists and projects (indicators and trendlines)?
If you have access to your old computer (or backup), use File Export/Import to transfer your watchlists and projects. If you do not have access, your old settings cannot be recovered. - How do I update my credit card details? I subscribed (in AUD dollars) through the Australian website.
- How do I update my contact details?
WorldPay Accounts (incl. US)Free Trial- I have downloaded Incredible Charts. How do I activate my 30-day free trial of the premium data service?
The 30-day free trial will automatically activate when you install Incredible Charts for the first time. If the free trial does not activate you will see a "Free Data" watermark on the charts. Please report this to Support. - What is my UserID?
Your UserID is a 6-digit number allocated to your computer when you install Incredible Charts. It is displayed at the top of the Login page and under Help >> About >> Membership Details on the chart menu.
A new UserID is allocated if you replace your computer, erase your hard drive or open a new Windows user account. - What is my password?
Create your own password when you install Incredible Charts.
- Click the I Forgot My Password link on the Login page and your password will be emailed to you
- If your email address has also changed, contact support with your UserID.
- Will I continue to receive data after my free trial expires?
You will have access to free data which is delayed by 16 hours. You can also import data from Yahoo (e.g. enter the codes y_ibm or y_^dji in the toolbar).
Download Incredible Charts- Something prevents me from downloading Incredible Charts.
Your browser security settings may prevent you from downloading an .exe file. Add Incredible Charts to your Internet Explorer trusted sites. If that does not solve the problem, contact support.
Mac Users- Do you have a version for Mac Users?
The present version of Incredible Charts will only work on a Mac if you run Virtual PC (on older models) or VMware Fusion with Windows (on newer models with Intel chip).
Charts Do Not Work- I have installed Incredible Charts. How do I start it?
- Click on the Windows Start button
- Select All Programs >> Incredible Charts >> Incredible Charts Pro
- Incredible Charts times out or will not open. How do I reset this?
- Try the Connection Test.
- If there is no connection (ie. no green squares are displayed), turn off your modem for 5 minutes and then turn it back on. That should connect you to a new router at your ISP if one is playing up.
- If you see two green squares, that means you can connect to our server with your browser and the problem is most likely caused by a firewall. Follow the steps below:
- Uninstall using Control Panel >> Add/Remove Programs.
- Download the latest version of Incredible Charts and re-install to the same folder.
- Select Allow when prompted by your firewall.
- If that fails to clear the problem, please send your latest debug files to support.
- When I do the Connection Test, the one square (HTTP) appears but the second (HTTPS) takes more than 60 seconds to display or does not display at all.
This can be caused by a faulty DNS server at your ISP. - Open Start >> Control Panel >> Network Connections
- Right-click on Wireless or Local Area Connection, whichever status shows as Connected
- Select Properties
- Select Internet Protocol TCP/IP and click the Properties button
- Towards the bottom of the General tab, select Use the following DNS server addresses
- In the Preferred DNS server field type another DNS server address (e.g. 61.9.194.49) and click OK
- Then open Incredible Charts
- If it opens, report the faulty DNS server to your ISP.
Here are some alternative DNS server IP addresses. - Just-in-Time debugging starts when I open Incredible Charts.
If I click Yes, an error is reported: "Microsoft JScript runtime error: '_gat' is undefined".
To prevent Microsoft Script Debugger from starting: - Open Internet Explorer
- Select Tools >> Internet Options
- Click the Advanced Tab
- Check the option Disable script debugging (Other) - this checkbox is the 9th item in the list in IE7
- Exit the dialog by clicking OK
- Restart your computer
- The program will not open or keeps shutting down with error message about "access violation". Do you know why this is happening?
Right-click on the desktop shortcut and select Properties >> Shortcut (tab) >> Advanced. Is the Run with different credentials box selected? This allows another user to open the program. Either: - Clear the check box; or
- When you open Incredible Charts you will be prompted to indicate which user. Select your normal username, but remember to UNTICK the Protect my computer box. If this option is ticked, as Windows itself warns, the "program might function IMPROPERLY".
- I cannot connect to Incredible Charts using my wireless Internet connection, but my other connection works fine.
Try the Connection Test. If there is no connection (ie. no green squares are displayed), report this to your Wireless Internet Service Provider. Running a traceroute will help your ISP to identify the problem: - Select Start >> Run
- Type cmd
- Click OK
- Type tracert 66.70.45.174 > c:\trace.txt
- Enter and wait (+/- 2 minutes) for the command prompt to reappear
- The traceroute file is located at c:\trace.txt
- I cannot connect to Incredible Charts. My ISP tells me that the server (ip address 66.70.45.174) is not responding.
- Select Start >> Run on your computer
- Type cmd and click OK
- Type ping 66.70.45.174 and Enter
If the ping is not successful, repeat the test from an independent site like Sprint Looking Glass and select: - Sydney, Australia
- Ping
- Another IP and enter 66.70.45.174
If the test is successful, then the problem lies with your ISP connection. - When I start Incredible Charts it takes up to 60 seconds to open.
Check the settings on your anti-virus software. One member found that AVG anti-virus software was scanning Incredible Charts each time before allowing it to open. - Incredible Charts abruptly closes after displaying a "Low Resources" or "Low Memory" error -- normally when I click on the Securities menu.
Your operating system is struggling to load a stock exchange menu. Incredible Charts will remove the exchanges autoloaded at startup. - Restart Incredible Charts
- If prompted to choose an exchange, only load the exchanges that you frequently use.
- When I try to open Incredible Charts I get an error: "Dynamic link library GDI Plus could not be found in the specified path." What do I do?
- When I click on links in the Help menu I get an error: "The message has failed. Either no browser is configured or another system error has occurred." What causes this?
Your Windows operating system is preventing Incredible Charts from opening your default browser. Set Internet Explorer as your default browser and you will find that the links work. Reset your normal browser as default and see if this now works. - I am running Windows Vista 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
- Open C: >> Program Files >> Incredible Charts
- Right-click on incrediblecharts.exe and select Run As Windows XP (32-bit) application.
Windows Vista & XP-64bit- I am running Windows Vista 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
- Open C: >> Program Files >> Incredible Charts
- Right-click on incrediblecharts.exe and select Properties
- Click the Compatibility tab
- Select Run As >> Windows XP (Service Pack 2) application.
- I have just bought a Windows XP 64 bit machine and can't get Incredible charts to run on it.
There appears to be a bug in Windows XP 64-bit that causes a problem. Try the following: - Open C: >> Program Files >> Incredible Charts
- Right-click on incrediblecharts.exe and select Properties
- Click the Compatibility tab
- Select Run As >> Windows XP (32-bit) application (or equivalent)
If that does not work, we are conducting tests with XP-64bit and will advise when we have a solution.
Data Questions- Can I export data for use in Excel or Metastock?
Incredible Charts compressed data format is not compatible with other software. - How do I download data?
No data download is required. Incredible Charts automatically fetches individual packets of data from the server as you chart each stock.
- I bought stock xyz a few weeks ago, but your charts now reflect a different price. Why?
- Do you cover Pink Sheet stocks? Some appear to be missing.
Our data suppliers do not cover securities that trade below a penny or are rarely traded. - What time are the ASX hourly updates?
The ASX issues hourly snapshots delayed by 20 minutes. Update times are: - 11:00 update is available after 11:20;
- 12:00 update is available after 12:20;
- 13:00 update is available after 13:20;
- 14:00 update is available after 14:20;
- 15:00 update is available after 15:20;
- 16:06 market close is available after 16:45;
- 19:00 final closing prices are available after 19:25.
- Do you have forex (currencies) data?
We are working on a forex datafeed at present (03-Apr-07) and will announce when this is available. We have encountered several technical issues which have delayed the completion of this datafeed (12-Oct-07). - Do you have intra-day data for US markets?
We are working on a 15/20 minute delayed feed at present (03-Apr-07) and will announce when this is available.
We have encountered several technical issues which have delayed the completion of this datafeed (12-Oct-07). - Do you have intra-day data for Indian stock markets (BSE and NSE)?
We do not offer Indian data at present, but you can import end-of-day data from Yahoo. Here are some examples: - Enter y_^bsesn for the Sensex
- y_bankindia.ns for Bank of India on the NSE
- y_500002.bo for ABB Ltd on the BSE
- My charts only show 3 years data. How do I chart longer time periods?
Select Time Period >> Chart Complete Data to view more than 3 years history. - My index charts show the decimal point in the wrong place. Why is this?
This is an historic issue from our database which is now redundant. We plan to move the decimal point to the right, but this will take time as we need to ensure that existing users trendlines are not corrupted. - Why does my weekly chart only display data up to last Friday?
To display interim values for bars or indicators, before completion of the full week (or month).
Select View >> Advanced Options >> Display Part-Periods.
Just remember that weekly or monthly indicators will change as the interim data is updated.
Chart QuestionsIndicators- How do I create a 100-day Exponential Moving Average?
- Select Indicators on the chart menu
- Select Moving Averages in the left column of the indicator panel
- In the center pane, select Daily, Exponential, and enter 100 as the new period
- Save [>>] and Close [X] the panel.
- How do I create a Volume Moving Average?
- Select Indicators on the chart menu
- Select Volume in the left column of the indicator panel
- Select a Moving Average under Optional Indicator Smoothing in the gray center pane
- Save [>>] the new settings and Close [X] the panel.
- Where do I find Daryl Guppy's Multiple Moving Averages?
These are located in a separate project. Select File >> Open Project >> [Multiple Moving Averages]. - How do I remove an indicator?
- Select Indicators on the chart menu
- Select the indicator in the right column of the indicator panel
- Delete the indicator by clicking the [<<] button
- Close [X] the panel
- How do I edit an indicator's settings?
- Select Indicators on the chart menu
- Select the indicator in the right column of the indicator panel
- Edit the indicator settings in the center pane
- Save the new settings by clicking the [>>] button
- Close [X] the panel
- How do I get an indicator to display on all charts: Daily, Weekly & Monthly?
When you plot an indicator it will display for every stock in a project, but will not display on Daily, Weekly & Monthly charts. You have to add the indicators to each of the three chart types separately.
This is best done by setting up the indicator in the indicator panel then rotating the display through Daily, Weekly and Monthly, while saving [>>] each time. - Why do I have to set up indicators on Daily, Weekly & Monthly charts separately?
The present version of Incredible charts allows multiple Time Frame Analysis which means that you can add daily indicators to weekly or monthly charts and vice versa. The flip side is that indicators do not automatically adjust from daily to weekly or monthly intervals. We have set up separate projects with Weekly & Monthly charts. You will find these projects in the tab list below the charts or at File >> Open Projects on the chart menu. Add your required indicators to each separate project (using the Default project for Daily indicators). To find out more about customizing projects, see Getting Started With Projects. - Why does Price Comparison (or Price Ratio/Price Differential) only display on one stock instead of all stocks?
- Select Indicators on the chart menu
- Select Price Comparison in the right column of the indicator panel
- Change the setting from Security to Project in the center pane
- Save the new settings by clicking the [>>] button
- Close [X] the panel
Trendlines & Captions- My trendlines and captions have disappeared. Where do I find them?
- My trendlines have moved. Why does this happen?
Trendlines and or caption markers may appear to have moved when the data history of a stock is adjusted for dilutions, such as a stock split. The move will always appear to be vertical. For example, prices may have been halved because of a recent 2:1 share split, but trendlines and captions drawn will still appear at the old price.
Projects & Watchlists- I keep getting a message "Insufficient stocks in Watchlist".
How do I turn this off?
If you are using a notebook, your hand may brush across the mousepad activating the watchlist scrolling function. That will display a message if the watchlist is empty. - How do I delete stocks from the drop-down list on the toolbar?
The drop-down list reflects the last 30 stocks charted.
If you do not chart a stock it will soon fall off the list.
You cannot delete individual stocks from the list.
To clear the entire list, find the file Securities_ReOpen.list
in your Incredible Charts folder (using Windows Search) and delete it.
Consider using a watchlist,
where you can add/delete stocks and scroll through the list from the toolbar. - How do I create a watchlist of the S&P 500 without typing in the individual stocks?
- Open the stock screener (View >> Stock Screens)
- Click the Reset button
- Select the S&P 500 under Indexes & Watchlists
- Click the Submit button or Enter
- Use the F8 shortcut key (or View >> Create Watchlist ...) to create a watchlist.
- How do I create a watchlist of the ASX 200
without typing in the individual stocks?
- Open the stock screener (View >> Stock Screens)
- Click the Reset button
- Select Australia under Exchanges
- Select the ASX 200 under Indexes & Watchlists
- Click the Submit button or Enter
- Use the F8 shortcut key (or View >> Create Watchlist ...) to create a watchlist.
- How do I create a large watchlist from an Excel or CSV file?
- How do I print a watchlist?
- Use File >> Export Files to export the watchlist (e.g. Default.viz)
to your desktop
- Open the file with Notepad or Word
- Select File >> Print
- How do I backup my watchlists and projects
so that they can be recovered if my computer fails?
- I have replaced my computer. How do I recover my watchlists and projects (indicators and trendlines)?
If you have access to your old computer (or backup) transfer your watchlists and projects as below. If you do not have access, your old settings cannot be recovered. - How do I transfer projects and watchlists from one computer to another?
- Select File >> Export Files
- Transfer watchlist files with the extension .viz (e.g. Default.viz) and project files with the extension .ini to a USB flash disk
- Insert the flash disk into the other computer
- Open Incredible Charts
- Select File >> Import Files
- Transfer your watchlist and project files from the USB flash disk
Stock Screener- My stock screener will not work. How do I reset it?
- Click the Refresh button
 on the toolbar. - Click Reset and then Submit. Does that return a list of stocks?
- If not, add Incredible Charts to your Trusted Sites.
- My stock screener returns an error message: "Stock Screen Failed to Load Completely".
Please contact support and provide the following information: - Use the Browse button on the support form to attach your Default.sso file.
- The file is normally located at C:\Program Files\Incredible Charts\[yourname]\[emailaddress].
- When I attempt to save a stock screen I receive an error message along the lines of "There was an error loading....screen......."
- In Internet Explorer, select Tools >> Internet Options.
- Select the Privacy tab and click on the Advanced button.
- Ensure that boxes for Override automatic cookie handling and Always allow session cookies are checked.
- First-party cookies should be set to Accept;
Third-party cookies may be set to either Accept or Prompt (for increased security).
- I can create and save stock screens, but when I try to run a screen I get the dialog coming up saying " Please Wait... Screen results being collated" and it just hangs.
- In Internet Explorer, select Tools >> Internet Options.
- Select the Privacy tab and click on the Advanced button.
- Ensure that boxes for Override automatic cookie handling and Always allow session cookies are checked.
- First-party cookies should be set to Accept;
Third-party cookies may be set to either Accept or Prompt (for increased security).
- I have re-installed Incredible Charts but have lost my saved stock screens. How do I recover them?
If you are a premium member, contact support and ask them to activate the UserID for your new computer against your subscription. If you use the free version, your saved stock screens will be lost if you install Incredible Charts on a new or repaired computer.
Printing Charts- When printing a chart, a message says: Error File C\Program Files\Incredible Charts\temp\......FFFFFF.bk could not be renamed to C\Prog Files\Incredible....... Please rename.
This is a bug associated with the the Undo/Redo function and a recent Windows update. We will correct in the next update. - Close Incredible Charts
- Delete the temp folder at C:\Program Files\Incredible Charts\temp. This will delete the Undo/Redo files
- Restart the charts.
Emailing Charts- How can I email charts with MS Outlook?
Select View >> Advanced Options >> Send Email With Outlook - How can I email charts with Mozilla Thunderbird, Hotmail or Gmail?
The email charts will only work with MS Windows or MS Outllook. If you want to send with another email browser:
1. Save the chart (shortcut key F11)
2. Insert or attach the image file in Hotmail
You can set the image size at File >> Set Image Size. - When I email charts I get an error message "Class not registered".
- Select View >> Advanced Options on the chart menu
- Ensure that Send Email with Outlook is not checked
- When I select Email Charts the address bar in Outlook Express is blank.
This may be due to a faulty Microsoft security update KB911567 20-Apr-06. There is a simple fix at Inside Outlook Express.
Trading Diary NewsletterForum- Why will my Incredible Charts password not work on the Forum?
Please register separately for the Forum.
The software is not developed by us.
- Your username and password do not have to be the same as for the charts.
- Use only lowercase and avoid CAPITALS.
- Only fields marked * are required fields.
- Why has my post been delayed for several hours before being displayed on the forum?
New members' posts are queued until approved by a moderator. - I have made several posts to the forum. Why are they still being queued?
Please check that your forum Profile is completed correctly, especially the fields under Additional Information that are hidden from other members.
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or Caption 
icons on the toolbar. A red check icon 
should display. If not, select 
Show Trendlines.
