Frequently Asked Questions: Troubleshooting

Charts Will Not Open

• Incredible Charts will not open the Login page. The HTTP protocol test times out. How do I fix this?
  
  Please try the Connection Test. Are two green squares displayed?

  • If not, there is a problem with your Internet connection or VPN (if you use one).
    1. Turn off your modem for more than 60 seconds and then turn it back on. That should connect you to a new router at your ISP if one is playing up.
    2. Disconnect your VPN.
    3. Then refresh the connection test page.
    4. If you still do not see two green squares, contact us with your IP address as shown on the connection test page.
  • If you can 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. Reset your firewall by following these steps:
    1. Uninstall Incredible Charts using Control Panel >> Add/Remove Programs.
    2. Download the latest version of Incredible Charts and re-install to the same folder.
    3. Select Allow when prompted by your firewall.

  
  
• I cannot connect to Incredible Charts using my wireless Internet connection, but my other connections work fine.
  
  Reset your Internet Explorer pop-up blocker:

  1. Open IE and select Tools >> Pop-up Blocker >> Turn Off
  2. Then select Tools >> Pop-up Blocker >> Turn On.

  If that fails to solve the problem, check that you have the latest software updates for your wireless modem. If the issue persists, contact your Wireless Internet Service Provider. Running a traceroute will help your ISP to identify the problem:

  1. Select Start >> Run
  2. Type cmd
  3. Click OK
  4. Type tracert 66.70.45.174 > c:\trace.txt
  5. Enter and wait (+/- 2 minutes) for the command prompt to reappear
  6. The traceroute file is located at c:\trace.txt
• I am unable to connect. Keep getting message: "Unable to write to C:\program files\incrediblecharts\settings\toolbars.inf"
  
  Download the latest beta version and install to the same folder. Select Allow if prompted by your firewall.
• When I login to Incredible Charts, Trend Micro abruptly closes the program.
  
  Add Incredible Charts to your Trend Micro exceptions list:
  

  1. Open the Trend Micro Internet Security main console
  2. Click Personal Firewall Controls on the left panel then select Settings
  3. Make sure there is a checkmark in the Activate the Personal Firewall checkbox then click Advanced Settings
  4. Click the Program Control tab then click the Add button
  5. In the Description box, type "Incredible Charts"
  6. Click the Browse button and navigate to C:\Program Files (x86)\Incredible Charts\incrediblecharts.exe
  7. Select Settings >> Simple and Firewall Response >> Allow.
  8. Click OK
• I am running Windows Vista or Windows 7 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
  
  1. Open C: >> Program Files >> Incredible Charts
  2. Right-click on incrediblecharts.exe and select Run As Windows XP (32-bit) application.
• 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".
• Incredible Charts started a Live Update to a new version, but this failed to complete. How do I complete the update?
  
  Please download the latest version of Incredible Charts and install to the same folder.

Charts Slow or Erratic

• Incredible Charts takes up to 60 seconds to open.
  
  If you have AVG anti-virus software installed, it may be scanning Incredible Charts each time before allowing it to open. Add Incredible Charts to the AVG Resident Shield >> Directories to Exclude.
• I am running Windows Vista and the charts load very slowly.
  
  We suggest that you turn off Superfetch in Windows Vista. See Howtogeek.com.
• 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 that clears the problem.
• 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:

  1. Open Internet Explorer
  2. Select Tools >> Internet Options
  3. Click the Advanced Tab
  4. Check the option Disable script debugging (Other) - this checkbox is the 9th item in the list in IE7
  5. Exit the dialog by clicking OK
  6. Restart your computer
• Stocks from some exchanges load, while other exchanges do not.
  
  Different exchange data comes from different servers.

  1. Do a Connection Test. There should be two green squares displayed. If not, contact Support.
  2. If you have CA software installed on your computer, set IncredibleCharts.exe as an exception. The CA Parental Control incorrectly identifies some stock exchanges as Adult Content.

Charts Close Abruptly

• 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.
  
  
• The window freezes every few minutes before resuming again.
  
  Check whether you have ad-blocking software or similar that is blocking the connections.
• When I login a window pops up with this message: "Don't forget to specify LicenceFile Property to save licence" with an "OK" button. When I click on OK, the charts briefly open, then flicker out after a few seconds.
  
  If you are using Windows XP operating system, it may be corrupted/out-dated.

  1. Install Service Pack 3
  2. Run Windows Update.
• When I login to Incredible Charts, Trend Micro abruptly closes the program.
  
  Add Incredible Charts to your Trend Micro exceptions list:
  

  1. Open the Trend Micro Internet Security main console
  2. Click Personal Firewall Controls on the left panel then select Settings
  3. Make sure there is a checkmark in the Activate the Personal Firewall checkbox then click Advanced Settings
  4. Click the Program Control tab then click the Add button
  5. In the Description box, type "Incredible Charts"
  6. Click the Browse button and navigate to C:\Program Files (x86)\Incredible Charts\incrediblecharts.exe
  7. Select Settings >> Simple and Firewall Response >> Allow.
  8. Click OK

Connection Issues

• 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.
  
  1. Using Internet Explorer (this may not work with other browsers) open each link below and Save to your Desktop:
     UTNAddTrustServerCA.crt
     AddTrustExternalCARoot.crt
  2. Use My Computer to navigate to your Desktop
  3. Right-click on the first link and select Install Certificate
  4. Select Open if prompted and follow the default options (Next) during the install process until you arrive at Finish
  5. Repeat steps #4 and #5 for each link saved to your Desktop.

  
  If that fails to solve the problem, there may be a faulty DNS server at your ISP.

  1. Open Start >> Control Panel >> Network Connections
  2. Right-click on Wireless or Local Area Connection, whichever status shows as Connected
  3. Select Properties
  4. Select Internet Protocol TCP/IP and click the Properties button
  5. Towards the bottom of the General tab, select Use the following DNS server addresses
  6. In the Preferred DNS server field type another DNS server address (e.g. 61.9.194.49) and click OK
  7. Then open Incredible Charts
  8. If it opens, report the faulty DNS server to your ISP.

  Here are some alternative DNS server IP addresses.
  
  
• I cannot connect to Incredible Charts using my wireless Internet connection, but my other connection works fine.
  
  Reset your Internet Explorer pop-up blocker:

  1. Open IE and select Tools >> Pop-up Blocker >> Turn Off
  2. Then select Tools >> Pop-up Blocker >> Turn On.

  If that fails to solve the problem, check that you have the latest software updates for your wireless modem. If the issue persists, contact your Wireless Internet Service Provider. Running a traceroute will help your ISP to identify the problem:

  1. Select Start >> Run
  2. Type cmd
  3. Click OK
  4. Type tracert 66.70.45.174 > c:\trace.txt
  5. Enter and wait (+/- 2 minutes) for the command prompt to reappear
  6. 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.
  
  1. Select Start >> Run on your computer
  2. Type cmd and click OK
  3. 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:

  1. Sydney, Australia (or Auckland NZ)
  2. Ping
  3. Another IP and enter 66.70.45.174

  If the test is successful, then the problem lies with your ISP connection.
• The Run command is not available on my Start menu.
  
  1. Right-click the start button
  2. Select Properties >> Start Menu >> Customize button
  3. Select Run Command near bottom of the scroll menu
  4. Click OK >> Apply >> OK.

Windows 64-bit

• 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/7 operating systems.

  1. Download the latest version of Incredible Charts and install to the same folder. Do not uninstall first.
  2. Select Allow if prompted by your firewall.
• I have installed on Windows Vista. I complete the registration/login page but the charts will not open.
  
  Try the following:

  1. Right-click on the Incredible Charts icon on your Desktop or Start menu
  2. Select Properties
  3. Click the Compatibility tab
  4. Select Run As >> Windows XP (32-bit) application

  
  
• I am running Windows Vista or XP 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
  
  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 (Service Pack 2) application.
• I am running Windows Vista and the charts load very slowly.
  
  We suggest that you turn off Superfetch in Windows Vista. See Howtogeek.com.

Trendlines, Captions & Watchlists

• My trendlines or captions have disappeared.
  
  Trendlines are stored in a .ini project file on your computer. Unless the file has been deleted, they will be available.

  1. Right-click on the Trendline or Caption icons on the toolbar. A red check icon should display. If not, select Show Trendlines.
  2. If you have amended the color scheme you may have white captions against a white background. Select Format Charts >> Colors.
  3. Have you switched from Normal to Log view? Trendlines are unique to the normal/log chart that you draw them on.
  4. Have you switched to Weekly/Monthly view? Trendlines are unique to the Daily/Weekly/Monthly chart that you draw them on.
  5. Have you switched projects? Trendlines are unique to each project file.
  6. 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.
  7. 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.
• 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. In the toolbar, change Scroll Watchlist or Scroll Stock Screen to Scroll Disabled.

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. Open an email
  3. Insert or attach the image file.

  
  You can set the image size at File >> Set Image Size.
• When I email charts I get an error message "Class not registered".
  
  1. Select View >> Advanced Options on the chart menu
  2. 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.

Other

• How do I send debug files to support?
  
  1. Close the charts immediately after you experience a problem.
  2. Open a Technical Support Request.
  3. Use the Browse button on this form to navigate to Local disk (C:) >> Program Files (x86) >> Incredible Charts >> Debug.
  4. Select ic_startup (.log) and attach by clicking the Open button.
  5. Also attach your most recent debug file (debug files are named by date e.g. 20060104_104454.txt was created January 4, 2006).
  6. Submit the support request.
  7. Restart the charts if the problem does not prevent this.

  
• How do I send a screen shot of the problem?
  
  1. Use Print Screen on your keyboard (usually PrtSc or similar)
     Depending on your keyboard you may need to also use the Alt, Shift, Fn or Ctrl key.
  2. Open a program that accepts images, such as Paint or Word.
     • Paint can usually be found on the Start menu under Windows Accessories.
  3. Select Edit >> Paste (or Ctrl + V on your keyboard).
  4. Save the file as a PNG, GIF or JPG image or as a DOCX or PDF file
  5. Open a Technical Support Request and enter your details
  6. Use the Browse button on the form to locate and open the saved image
  7. Submit the support request