CFDs Helpdesk

Troubleshooting

There are a few known issues with mobile Marketmaker™ which are documented below. The majority of these will not affect your trading, but please check them prior to contacting the Helpdesk.

If you are experiencing any problems with mobile Marketmaker™ other than those shown, please confirm the firmware on your phone (as shown below)and then contact the Helpdesk.

How to find what Firmware version your mobile phone is using:

Known Issues

With the broad spectrum of phones that can be used with mobile Marketmaker™, we've identified a few minor issues. Below you can find a list of these issues, and how to resolve these on your phone.

General

Issue: While trying to logon the software, it displays "Logging On" and just sticks showing that.
Resolution: You may have tried to login forgetting to enter your password. Exit Marketmaker™, then re-launch the application, entering the full login details including password, then select logon.

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Nokia

6230

Issue:The Marketmaker™ software sometimes closes when there is a loss of network connection.
Resolution:Launch the Marketmaker™ software again and it will run properly.

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6600

Issue:Only affects phones using firmware version 4.09.1 26-02-04 NHL-10. Your phone does not show the most up to date mobile Marketmaker™ software version number.
Resolution:This will not affect your trading. Although the version shown is incorrect, your phone will download and use the latest Marketmaker™ software.

Issue:Only affects phones using firmware version 4.09.1. Any time adjustments made to your phone are not reflected in Marketmaker™. This is due to the version of JAVA on your phone.
Resolution:Use the "Custom Offset" facility found under "Settings" in Marketmaker™ to change the time settings manually.

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6630

Issue: When mobile Marketmaker™ starts up, a message is displayed which reads "allow Marketmarker™21] to use network."
Resolution:Click Yes and allow the phone to use the network. It will not affect your trading.

Issue: Only affects phones using firmware version 3.45.113 The installation of Marketmaker™ can freeze if a loss of network connection connectivity occurs during the download of the software.
Resolution:Switch off your mobile, then turn it back on. Restart the installation process.

Issue: After a loss of network connection Marketmaker™ may be unable to reconnect.
Resolution:Exit the software and then log in again. Marketmaker™ should now run correctly.

Issue: Only affects phones using firmware version 03.30. Changes to the time zone made to your phone are not reflected in Marketmaker™.
Resolution:This will not affect your trading.

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8800

Issue:If you attempt to change the blotter filter for the All Orders or Executed Trades blotters, an "Array Index out of bounds" error message appears.
Resolution:To avoid this occurring, on the filter screen, first select the field containing the date, then modify the date filter value.

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9500

Issue: Only affects phones using firmware version 04.44 (01). Your phone does not show the most up to date mobile Marketmaker™ software version number.
Resolution:This will not affect your trading. Although the version shown is incorrect, your phone will download and use the latest Marketmaker™ software.

Issue: If you select to edit the price on a Limit or Stop order and enter an incorrect value, the Backspace (or Clear) button does not work to correct the mistake.
Resolution:Select 'Cancel' from the menu to cancel the incorrect price value just entered, then select 'Edit' and enter the new value for price again. Click 'Apply' to apply the correct value.

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Samsung

D600

Issue: When a text field is selected (on the login menu for instance) a graphic 'abc' on the bottom right corner of the D600 display may partly obscure Marketmarker™menu items. The menu items will work as normal when selected. This will not affect your trading.

Issue: Mobile Marketmaker™ appears in English even though the phone's locale is set to another language (German or Traditional Chinese).
Resolution: Mobile Marketmaker™ dynamically updates its display language based on the locale setting of the phone. Unfortunately, due to an issue with the locale setting not being passed on by the phone, the D600 will only display in English. This is not anticipated to be fixed by Samsung.

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Sony-Ericsson

K700i

Issue: If you open up an order ticket, the menu on the screen may not appear.
Resolution:Please move to another field, and the menu will then appear. Additionally, if you upgrade your device to the latest firmware this problem will not recur.

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S700i

Issue: If you open up an order ticket, the menu on the screen may not appear.
Resolution:Please move to another field, and the menu will then appear. Additionally, if you upgrade your device to the latest firmware this problem will not recur.

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K750i

Issue:Changes made to the time zone on the mobile may not be reflected in Marketmaker™ if the changes are made while the program is running.
Resolution:Please close Marketmaker™ before changing the device time zone.

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P900

Issue: Only affects phones using firmware version CXC162022 R3D011. Your phone does not show the most up to date mobile Marketmaker™ software version number.
Resolution:This will not affect your trading. Although the version shown is incorrect, your phone will download and use the latest Marketmaker™ software.

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P910i

Issue: Mobile Marketmaker™ appears to be called "101ad1ad" on your phone instead of Marketmaker™.
Resolution:This will not affect your trading. Please call our Helpdesk if you would like assistance reinstalling Marketmaker™ which will resolve this issue.

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XDA

XDA Exec

Issue:Only affects phones using firmware version 5.0 OS: 5.1.1700 build 14352.0.1.0.
The Marketmaker™ icon remains in the MIDlet manager (the software which the PDA uses to run Marketmaker™) even after it has been uninstalled.
Resolution:Delete the icon after the software has been uninstalled.

Issue: Changes to the time zone made to your phone are not reflected in Marketmaker™.
Resolution:This will not affect your trading.

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XDA 3

Issue: Connecting the XDA3 to a PC via a docking unit causes Marketmaker™ to disconnect.
Resolution:Remove the XDA3 from the docking unit and it should reconnect to mobile Marketmaker™ after a short delay.

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Upgrade Issues

We have recently added new functionality which requires an upgrade to the existing mobile Marketmaker™ program. Users should log in normally to their current version and they will be prompted to upgrade mobile Marketmaker™. In the unlikely event of this automated upgrade process failing (if the messages 'Invalid application' or 'Application Failure' appear), please try these two simple remedies to obtain the new version, uninstalling the Marketmaker™ program and deleting the browser cache in your phone:

Uninstalling

To uninstall, Marketmaker™ must not be running. You may also consult with your phone manufacturers instructions for uninstalling Java applications. After uninstalling, repeat the install procedure outlined here.

Deleting the Browser Cache

Mobile phone browsers can maintain a copy of websites visited. As a precaution you should delete your browsers cache in order to ensure installation of the latest version of Marketmaker™ from your download site.