This article provides solutions for the most common technical issues with Desktop JForex3.

If the problem you encounter is not listed here, please send a detailed description of the issue, including screenshots and platform logs to support.

The platform logs can be found in logs folder in the place where Desktop JForex3 is installed.

If the platform is installed for the user only, the default path is: C:\Users\USERNAME\JForex\logs (replace USERNAME with your user name)

If the platform is installed for all the users, the default path is: C:\Program Files\JForex\logs

If you cannot find the log folder, go to Preferences > Advanced > Paths and check the Logs path in Desktop JForex3.

Captcha cannot be received

Problem description

The login window returns Captcha cannot be received.

Solution

Open this link in your web browser and check if you see the pin code captcha.

• In case you are not able to see the captcha, you do not have access to our server for some reason. Please refer to your internet service provider.
• If you are able to see the captcha, relaunch Desktop JForex3 and try again. The issue might be temporary.

Connection error occurred (-7)

Problem description

Connection error occurred (-7) gets returned in Login window

Exception

2016-11-10 08:32:10.096 ERROR com.dukascopy.api.impl.connect.AuthorizationClient - sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target
javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target
    at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
    at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
    at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
    at java.lang.reflect.Constructor.newInstance(Unknown Source)
    at sun.net.www.protocol.http.HttpURLConnection$10.run(Unknown Source)
    at sun.net.www.protocol.http.HttpURLConnection$10.run(Unknown Source)
    at java.security.AccessController.doPrivileged(Native Method)
    at sun.net.www.protocol.http.HttpURLConnection.getChainedException(Unknown Source)
    at sun.net.www.protocol.http.HttpURLConnection.getInputStream0(Unknown Source)
    at sun.net.www.protocol.http.HttpURLConnection.getInputStream(Unknown Source)
    at java.net.HttpURLConnection.getResponseCode(Unknown Source)
    at sun.net.www.protocol.https.HttpsURLConnectionImpl.getResponseCode(Unknown Source)

Solution

Create appropriate exception for trading platform in Antivirus software.

Internal Error (-9)

Problem description

Internal error (-9) gets returned in Login window

Solution

Open this link in your web browser and check if you see the pin code captcha.

• In case you are not able to see the captcha, you do not have access to our server for some reason. Please refer to your internet service provider.
• If you are able to see the captcha, relaunch Desktop JForex3 and try again. The issue might be temporary.

Daily candles delayed

Problem description

Daily candles appear to be 'delayed' by one day, e.g. when placing the mouse cursor on todays daily candle, yesterdays date is shown.

Solution

This is not a bug but a result of the platform's time settings and the fact that daily candles are marked by their start time.

The 'delay' appears, among others, when the platform time zone is set to UTC and the day start time is to EET. In that case, the day starts at 0:00 EET which in UTC terms is 21:00 (summer) or 22:00 (winter) of the previous day.

You may change the day start time in Settings > Preferences > Chart. Changing to GMT (UTC) removes the 'delay'. However, as the daily candles then cover a different period (from/to 0:00 GMT instead of 0:00 EET), it may affect your indicators and technical analysis setup.

Slow performance

Problem description

The trading platform reacts sluggishly.

Solution

Reduce the number of subscribed instruments / charts / indicators on the chart.

Increasing the heap size might also solve the issue. By default, the platform uses the system set max heap size of 512MB, but a custom max heap size can be set (available only in installation version of Desktop JForex3).

Go to Settings > Preferences > Advanced > Memory, select Use custom max heap size, choose one of the values and confirm the change by clicking on OK. The platform will restart.

NOTE: If selected heap size is larger than the available memory, the platform (upon restart) will fail to launch and the maximum heap size limit will be reset back to 512MB.

Missing or incomplete candles

Problem description

Missing (flat) or incomplete bars/candles.

Solution

The issue may be caused by an unstable or overloaded network connection, an overloaded system or a trading platform with dozens of charts and multiple indicators. This may lead to the situation that incoming price updates start to queue up for processing which leads to multiple unprocessed ticks (these are used to generate bars/candles).

To fix the issue for historical bars/candles

Reload the charts. To do this, click on in the icon bar above the charts.

If this does not solve the issue with historical candles, clean the platform cache. Go to Settings > Preferences > Advanced > Advanced Settings, select Delete saved cache files and click on OK. After a while, the platform restarts and reloads historical data.

If issue continues to appear for new bars/candles

Reduce load on network or system, e.g. by closing any unnecessary charts in the trading platform or closing any additional application (e.g. streaming or mining).

You may also change the Price update queue processing mechanism in Desktop JForex3. The platform offers two modes:

• Skip old ticks to avoid delay - only the most current tick (of the processing queue) will be processed while the other ticks in the queue are skipped. As a result, the platform will display the most current price faster but the skipped ticks are omitted.

• Process all ticks to avoid missing price history - all ticks are processed. The trading platform displays all ticks but the most current price may be displayed with a delay.

Go to Settings > Preferences > Advanced > Advanced Settings and choose Process all ticks to avoid missing price history. Confirm the change by clicking on OK.

Main menu not displayed in macOS High Sierra

Problem description

Main menu not displayed in macOS High Sierra

Solution #1

Switch to English as preferred language in OS X.

• Apple menu > System Preferences, then click Language & Region.
• Change the primary language: Drag English language to the top of the Preferred languages list.

Solution #2

• Open Terminal and type in this command:

  defaults write com.install4j.0122-2184-6270-6925.22 AppleLanguages '(en)'

• Press Enter.

Error installing

Problem description

Desktop JForex3 cannot be installed.

Cause #1 Clear Type Text

Exception

Caused by: java.lang.IllegalArgumentException: -208037478 incompatible with Text-specific LCD contrast key
    at java.awt.RenderingHints.put(Unknown Source)
    at sun.awt.windows.WDesktopProperties.getDesktopAAHints(Unknown Source)
    at sun.awt.windows.WToolkit.getDesktopAAHints(Unknown Source)
    at sun.awt.SunToolkit.getDesktopFontHints(Unknown Source)
    at sun.awt.windows.WDesktopProperties.getProperties(Unknown Source)
    at sun.awt.windows.WToolkit.lazilyInitWProps(Unknown Source)
    at sun.awt.windows.WToolkit.lazilyLoadDesktopProperty(Unknown Source)
    at java.awt.Toolkit.getDesktopProperty(Unknown Source)
    at javax.swing.UIManager.<clinit>(Unknown Source)
    ... 22 more

Solution

Turn off or on Clear Type Text in Windows

Cause #2 Problematic OS User Name

Exception

The following error is shown in the error.log file:

com.sun.org.apache.xml.internal.serializer.utils.WrappedRuntimeException: Could not load the propery file 'output_xml.properties' for output method 'xml' (check CLASSPATH)
    at com.sun.org.apache.xml.internal.serializer.OutputPropertiesFactory.getDefaultMethodProperties(Unknown Source)
    at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.setDefaults(Unknown Source)
    at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.createOutputProperties(Unknown Source)
    at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.<init>(Unknown Source)
    at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.<init>(Unknown Source)
    at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerFactoryImpl.newTransformer(Unknown Source)
    at com.install4j.runtime.installer.helper.XmlHelper.getString(XmlHelper.java:164)
    at com.install4j.runtime.installer.config.AbstractBeanConfig.instantiateBean(AbstractBeanConfig.java:171)
    at com.install4j.runtime.installer.config.ApplicationBeanConfig.getOrInstantiateApplication(ApplicationBeanConfig.java:22)
    at com.install4j.runtime.installer.config.InstallerConfig.getApplicationById(InstallerConfig.java:347)
    at com.install4j.runtime.installer.config.InstallerConfig.setCurrentApplicationId(InstallerConfig.java:46)
    at com.install4j.runtime.installer.Installer.runInProcess(Installer.java:39)
    at com.install4j.runtime.installer.Installer.main(Installer.java:28)
    at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
    at java.lang.reflect.Method.invoke(Unknown Source)
    at com.exe4j.runtime.LauncherEngine.launch(LauncherEngine.java:62)
    at com.exe4j.runtime.WinLauncher.main(WinLauncher.java:101)
    at com.install4j.runtime.launcher.WinLauncher.main(WinLauncher.java:16)

Solution

Please avoid using an exclamation mark in the username for the operating system. e.g. JhonSilver!

Problem launching

Problem description

Desktop JForex3 does not launch

Exception

Caused by: java.lang.IllegalArgumentException: -208037478 incompatible with Text-specific LCD contrast key
    at java.awt.RenderingHints.put(Unknown Source)
    at sun.awt.windows.WDesktopProperties.getDesktopAAHints(Unknown Source)
    at sun.awt.windows.WToolkit.getDesktopAAHints(Unknown Source)
    at sun.awt.SunToolkit.getDesktopFontHints(Unknown Source)
    at sun.awt.windows.WDesktopProperties.getProperties(Unknown Source)
    at sun.awt.windows.WToolkit.lazilyInitWProps(Unknown Source)
    at sun.awt.windows.WToolkit.lazilyLoadDesktopProperty(Unknown Source)
    at java.awt.Toolkit.getDesktopProperty(Unknown Source)
    at javax.swing.UIManager.<clinit>(Unknown Source)
    ... 22 more

Solution

Turn off or on Clear Type Text in Windows

Connection lost

Problem description

Desktop JForex3 disconnects constantly

Exception

com.dukascopy.dds4.transport.client.ClientConnector
Exception caught
java.io.IOException: An existing connection was forcibly closed by the remote host
at sun.nio.ch.SocketDispatcher.read0(SocketDispatcher.java)
at sun.nio.ch.SocketDispatcher.read(SocketDispatcher.java)
at sun.nio.ch.IOUtil.readIntoNativeBuffer(IOUtil.java)
at sun.nio.ch.IOUtil.read(IOUtil.java)
at sun.nio.ch.SocketChannelImpl.read(SocketChannelImpl.java)
at org.apache.mina.transport.socket.nio.SocketIoProcessor.read(SocketIoProcessor.java:218)
at org.apache.mina.transport.socket.nio.SocketIoProcessor.process(SocketIoProcessor.java:198)
at org.apache.mina.transport.socket.nio.SocketIoProcessor.access$400(SocketIoProcessor.java:45)
at org.apache.mina.transport.socket.nio.SocketIoProcessor$Worker.run(SocketIoProcessor.java:486)
at org.apache.mina.util.NamePreservingRunnable.run(NamePreservingRunnable.java:51)
at java.lang.Thread.run(Thread.java)

Solution

• make sure there is no Antivirus software, which blocks TCP/IP port 10443
• make sure there is no Firewall, which blocks TCP/IP port 10443

If you find any of the above, create an appropriate exception for trading platform or port 10443.

Reports do not open

Problem description

Reports called from Desktop JForex3 do not open

Solution for Windows OS

• open Control panel
• open "Default programs" section (you need to switch to Small icons view mode if you cannot find it)
• open "Set your default programs"
• find your web browser among the programs, select it
• press "Set this program as default"
• restart Desktop JForex3 and try to open any report again

Solution for OS X

If this warning is shown:

• install Apple JAVA first: https://support.apple.com/kb/DL1572?locale=en_US
• install Oracle JAVA then: http://www.oracle.com/technetwork/java/javase/downloads/jre8-downloads-2133155.html

Unable to launch

Problem description

An application error Unable to launch application is shown and Desktop JForex3 does not launch.

Cause #1 Certificate Exception

Exception

Solution

Check the correctness of date, time and time zone on your machine.

Cause #2 JNLP Jar download failure

Exception

Solution

Delete this folder: C:\Users\USER_NAME\AppData\LocalLow\Sun

This folder can be hidden in Windows OS, so please type in the full path in File manager. Replace USER_NAME with your real one.

Cause #3 Unavailable Version of JAVA requested

Exception

Solution

Install JAVA 8

Bad address: no further information

Problem description

Desktop JForex3 does not open, login window is stuck on Connecting...

Exception

2016-11-11 19:11:59.327 ERROR b - Primary connect call failed, address [d-ja-msk-10.dukascopy.com/195.208.187.197:10443]
org.apache.mina.common.RuntimeIOException: java.net.SocketException: Bad address: no further information
    at org.apache.mina.transport.socket.nio.SocketSessionImpl$SessionConfigImpl.getSoLinger(SocketSessionImpl.java:350)
    at org.apache.mina.transport.socket.nio.SocketSessionImpl.<init>(SocketSessionImpl.java:129)
    at org.apache.mina.transport.socket.nio.SocketConnector.newSession(SocketConnector.java:341)
    at org.apache.mina.transport.socket.nio.SocketConnector.processSessions(SocketConnector.java:295)
    at org.apache.mina.transport.socket.nio.SocketConnector.access$800(SocketConnector.java:53)
    at org.apache.mina.transport.socket.nio.SocketConnector$Worker.run(SocketConnector.java:383)
    at org.apache.mina.util.NamePreservingRunnable.run(NamePreservingRunnable.java:51)
    at java.lang.Thread.run(Unknown Source)
Caused by: java.net.SocketException: Bad address: no further information
    at sun.nio.ch.Net.getIntOption0(Native Method)
    at sun.nio.ch.Net.getSocketOption(Unknown Source)
    at sun.nio.ch.SocketChannelImpl.getOption(Unknown Source)
    at sun.nio.ch.SocketAdaptor.getIntOption(Unknown Source)
    at sun.nio.ch.SocketAdaptor.getSoLinger(Unknown Source)
    at org.apache.mina.transport.socket.nio.SocketSessionImpl$SessionConfigImpl.getSoLinger(SocketSessionImpl.java:348)
    ... 7 more

Solution

Replace JAVA 32-bit version with 64-bit