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.
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.
Under Customer FuturePay Agreements (near the bottom of the page) select the Change Details button
Click the Change Contact Details button
Make the required changes
Check your entries before clicking the Submit button
How do I change my email address if I have lost my password?
Please call WorldPay (USA) support at 1-800-200-5965. Your FuturePay ID# is the same as your MemberID at Help >> About >> Membership Details.
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 will not open the Login page. The connection times out. How do I fix this?
If there is no connection (ie. both green squares are not 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.
If that fails to clear the problem, please send your latest debug files to support.
I complete the Registration/Login page and enter my password, but Incredible Charts does not open when I click the Accept button at the bottom of the page. It simply disappears.
This seems to be a permissions problem with Windows Vista Home Premium.
Download the latest version of Incredible Charts and install to the same folder. Do not uninstall first.
Select Allow when prompted by your firewall.
If that fails to clear the problem, we suggest that you do a clean install of another version of Windows (e.g. Windows XP, Vista Business, Vista Ultimate or Windows 7). If you are not computer literate, you may need assistance. Do not merely upgrade to a new version: that will not clear the problem.
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.
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.
Otherwise, the file C:\Program Files\IncredibleCharts\settings\ToolBars.inf may be corrupted. Try deleting this file (to your restore Bin - in case you later wish to restore). The file will then be re-created when you restart Incredible Charts.
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.
I am unable to connect. Keep getting message: "Unable to write to C:\program files\incrediblecharts\settings\toolbars.inf"
Download the latest version of Incredible Charts and re-install to the same folder.
Select Allow if prompted by your firewall.
Incredible Charts started a Live Update to a new version, but this failed to complete. How do I complete the update?
I have installed on Windows Vista. I complete the registration/login page but the charts will not open.
There appears to be a bug in Windows Vista that affects some users. Try the following:
Right-click on the Incredible Charts icon on your Desktop or Start menu
Select Properties
Click the Compatibility tab
Select Run As >> Windows XP (32-bit) application
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)
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?
Data histories are adjusted for the dilution
effect of corporate actions, such as
share splits, to create a continuous price chart.
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 currently provide end-of-day forex updates from Morningstar/Tenfore in London.
Do you have intra-day data for US markets?
We have postponed implementation of this datafeed for the present.
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 Questions
I have installed Incredible Charts. How do I start it?
Click on the Windows Start button
Select All Programs >> Incredible Charts >> Incredible Charts Pro
How do I plot more than one stock or index on a chart?
My candlesticks switch to the closing price line when I chart longer time periods. How do I stop this?
Select View >> Candle (or OHLC) rather than Candle/Close (or OHLC /Close). The /Close means that only closing price will be displayed if the candles/bars become too crowded.
My candlesticks are too wide. How do I adjust them?
Select Format Charts >> Indicator Width >> Set Maximum Candle Width
Enter 2, 3, 4 or 5
My weekly/monthly charts display a bar for the current period even though the week/month has not ended. How do I change this?
The indicator fields in the centre pane of the Indicator Panel seem to be left justified and "hidden" from view.
Right-click on the indicator field and remove selection for Right To Left Reading Order.
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 And Moving Averages in the left column of the indicator panel
Select one/more moving averages in the gray center pane
Save [>>] the settings and Close [X] the panel.
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).
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
If I draw a trendline and then, a few minutes later, come back to the same chart, I find that the trendline has moved. Is this a bug?
This is a bug that affects trendlines drawn ahead of the current date: the anchor is lost when you close the chart.
If you want to extend a trendline forward, ahead of today's date:
Draw the trendline only as far as the current date;
Right-click on the trendline and select Auto-extend
That should prevent the trendline from losing its anchor. We plan to introduce a fix where any trendline extended beyond the current date is automatically recorded as above.
My trendlines and captions have disappeared. Where do I find them?
Trendlines are stored in a .ini project file on your computer. Unless the file has been deleted, they will be available.
Right-click on the Trendline or Caption icons on the toolbar. A red check icon should display. If not, select Show Trendlines.
Have you switched from Normal to Log view? Trendlines are unique to the normal/log chart that you draw them on.
Have you switched to Weekly/Monthly view? Trendlines are unique to the Daily/Weekly/Monthly chart that you draw them on.
Have you switched projects? Trendlines are unique to each project file.
Have you deleted the trendlines by mistake? (If you right-click on a chart, there is an option to delete all trendlines/captions). Try the File >> Undo My Changes command.
If you have amended the color scheme you may have white captions against a white background. Select Format Charts >> Colors.
Have you recently re-installed Incredible Charts? You may have installed to a new folder. If there are two folders, transfer all .ini and .viz files to the new folder using the File >> Import Files command.
My trendlines have moved since the last time that I used Incredible Charts. 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?
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, check that Internet Explorer is working. Incredible Charts works best with IE7 or later.
My Saved Screens and Shared Screens tabs are blank.
Open Internet Explorer and go to Tools>>Internet Options>>Security
Select the Trusted Sites tab and click the Sites button
Enter *.incrediblecharts.com
Clear the check box for Require server verification (https) for all sites in this zone
Click the Add button
Click OK to return to the Security tab
Click the Default Level button (for Trusted Sites)
Click OK.
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).
Unusual text/code is displayed at the top of my stock screen page.
Open Internet Explorer and go to Tools>>Internet Options
Go to Browsing history on the General tab and click the Delete button
Ensure that the following boxes are checked:
Preserve Favorites website data
Temporary Internet files
Cookies
History
Click the Delete button
Go to Browsing history on the General tab and click the Settings button
Select Every time I visit the web page
Click OK (twice) to exit.
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 get an error message each time I click on the Stock Screener: "Access Violation at address 3DC29F9C in module mshtml.dll"
Please update your computer using Windows Update. Pay particular attention to updating Internet Explorer as 'mshtml.dll' is part of Internet Explorer.
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 Newsletter
I am no longer receiving newsletter emails.
If you have a spam filter, please add no_reply@incrediblecharts.com to your whitelist.
My newsletter emails arrive in plain text rather than HTML.
This may be caused by a problem related to AVG version 8. To solve this please follow the steps below:
Open your AVG User Interface
Go to Tools >> Advanced Settings >> E-mail Scanner
Uncheck Certify Mail on the Incoming side.
No images are displayed in Outlook when I open the newsletter email.
or Caption 
icons on the toolbar. A red check icon 
should display. If not, select 
Show Trendlines.
on the toolbar.
