Troubleshooting

Click on the links below for further information:

Installation

• Downloading  
  If you have difficulty downloading Incredible Charts from the website.
• TimeOut while Connecting to the Server
  Firewall or other software may prevent Incredible Charts from connecting to the Internet. A quick checklist.

• Configure your Firewall 
  Permit Incredible Charts to connect to the Internet
• Configure Internet Explorer 
  Check that you have the latest version of Internet Explorer and configure Trusted Sites
• Installing  
  You must have Administrator privileges. A "DLG_LICENCE" error indicates corrupted Windows files.
• Login: Passwords
  Create your own passwords. Retrieve lost passwords.

Charting

• Charting
  Securities menu problems with earlier versions of Windows. Trendlines or captions not shown. Data files corrupted.
• Stock Screening
  Use the Reset button before entering your settings. Check that you have the latest version of Internet Explorer
• Printing Charts
  If the Send Email and Save Chart As Image commands are working, check your hardware configuration.
• Emailing Charts
  No charts attached or no email message.
• Chart Construction
  Conventions used in chart and indicator construction.

Live Update or Application failure

• Live Update: Connection timeout
  Live update failure.

• Application Abruptly Closes
  Low resources or too many securities menus.
• Dial-up Connection: download speeds
  Hints to improve chart loading speeds on slow connections.

Premium Subscriptions

• Please see FAQ - Premium Data Subscribers

Other

• Newsletter
• This website works best with Internet Explorer
  Set Internet Explorer as your default browser

  Help Search

Use the Search facility in the top right corner of this page. 

• Place "inverted commas" around any phrase or string of words
  (e.g. "status code 1")
  
• Insert a "+" in front of a required field
  (e.g. +norton firewall)

  Reporting other difficulties

If you encounter any other problems:

 

  Screen Image

Please send a screen image of the problem to Support.

1. Press Print Screen + Alt
2. Open MS Paint 
3. Select Edit then Paste
4. Save file as a .PNG .GIF or .JPG image
5. Open a support request
6. Use the Browse button to locate the saved image file
7. Submit

  Debug Files

If you cannot solve a connection problem, submit ic_startup.log and your most recent debug file to Support:

1. Complete a Support Request
2. Then using the Browse button (next to Debug Files at the bottom of the page):

   

   • Select Local disk (C:) >> Program Files >> Incredible Charts >> Debug
   • Open ic_startup.log and the latest debug file in the folder.
     Debug files are named by date (e.g. 20060104_104454.txt was created January 4, 2006).
3. Submit the form.