Candles Not Updating or Timeout Errors

What causes candles to not update, display, or timeout errors? 

Candles not updating and timeout error messages can indicate:

  • Loss of internet connection
  • Data is being blocked by the network
  • Data is being blocked by a program, such as: security software or malware
  • Windows is blocking the connection due to public network settings
  • Bandwidth is too slow for charts to update
  • Nonunicode settings on international computers

Verify Internet Access.

  1. Open your browser.
  2. Navigate to a search engine, such as
  3. To verify a page is not stored on your device, search something you have not searched before.
  4. If you do not receive search results, reset your equipment.

Reset Your Equipment.

  1. Unplug both your router and modem for 30 seconds. 
  2. Once the lights stabilize, test your internet connection again.
    • If you have connectivity, try logging in again.
    • If you are still unable to browse, please reach out to your ISP (internet service provider).

 Are you on a public network?

Due to security reasons and the internet bandwidth (speed) on a public network, you may not be able to login to your charting software. Public networks are hotels, hospitals, coffee shops, libraries, restaurants, and even work networks.
Try logging in using a private network connection or contact your IT department at work.

Does your computer have public network settings?

Public network settings on your personal computer can also block your charting data feed or cause timeout errors. See the Microsoft help site for information on your network settings. 

Is your security too strict?

Security software can also block the data feed for your charting software. These can include browser plug-ins or extensions for web-based software.

  • Please whitelist or allow program/site access in your security software.
  • Ensure your security software is up to date and scans regularly. 

Check your bandwidth.

Browsing speed that is too slow can also inhibit your data feed. Even if you subscribe to high-speed internet service, it is always a good idea to run a speed test to ensure what you are subscribing to is what you are receiving. If your internet speed is very different than what you are subscribing to, you will want to reach out to your ISP (internet service provider) to run tests on your connection.

Check non-Unicode settings

If you have a Non-US computer, the programming language can affect the way items are displayed including candles, prices, indicator patterns, and auto trading triggers. Click here to view our help article on non-Unicode settings.

Is your computer up to date?

Ensure that Windows updates have been installed. Click here for the Microsoft Windows Update webpage. 

Other considerations:

  • Are you experiencing this issue on multiple computers?
  • Does the issue persist across multiple networks?
  • For potential browser issues:




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