No Support From ProRealTime

juanj · 2019-05-15T16:26:30+00:00

Good Day Does anyone know what to do when you are completely being ignored by ProRealTime support? @Nicolas Myself as well as some of my clients who also trade with IG have submitted various emails to both IG and PRT directly since the start of last week but not getting ANY feedback at all. We have strategies running live taking trades in complete violation of the logic of the code. Backtest results on live as well as demo backtesting engines have completely regressed from what it used to be starting last week Monday. Affected strategies run on the South Africa 40 Cash market Clearly, something is up! Support tickets have been logged with IG but we are all still waiting

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06/24/2019 at 9:10 AM #101274 quote

Nicolas
Keymaster

Legend

Thanks to you juanj, we are all safe now 🙂

Customer returns are part of the normal process for improving a product, whether in trading software or goat cheese (yeah i’m french ..).

More seriously, do you think that all software editors are aware of all problems that customers may encounter once they use their programs? Did you heard of the most used OS in the world, called “windows”? 😆

I’m glad that your programs are now running correctly.

06/24/2019 at 10:44 AM #101283 quote

stefou102
Participant

Veteran

I can confirm that my issues are also solved!

06/24/2019 at 10:55 AM #101286 quote

juanj
Participant

Master

Like yourself, I also come from a software development background. So obviously I am aware of the SDLC. However, in my opinion, this was a rather serious error that was reported very early and still took 2 months to be fixed. In all the software companies I worked these type of errors were prioritized and fixed within a matter of days not months. But I’m just glad it is fixed now, and hopefully, this type of error can be avoided in future updates.

06/24/2019 at 12:29 PM #101298 quote

Nicolas
Keymaster

Legend

The strategy you sent me were using MTF instruction which are in beta and for which you have requested activation on your account. That’s why you feel that it is not normal that the fixes were taking months.

Official and first public release is due on Wednesday, and this first version is free of the bug you mentioned.
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