Desktop Trading troubleshooting guide
 

If your question relates to how to use a specific feature of the platform, please refer to our OANDA Desktop Trading user guide.
 
Below are some common issues and solutions encountered when using OANDA Desktop Trading.
Unable to log in or forgot username/password back to top

When logging in, please keep the following in mind:
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  • • ‘OANDA Desktop Live’ is for live accounts only and ‘OANDA Desktop Practice’ is for practice accounts only
  • • Usernames and passwords are case sensitive
  • • Both usernames and passwords can only be in letters and numbers
  • • Special character such as ‘~!@#$%^&*()_-+<>?|\/’ are not accepted for either username or password
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If you still can't log in, we suggest the following steps:

1. Note the message you receive when you try to log in.

If you have received the message “Your OANDA Trade account is locked. Please contact OANDA customer service”, you will need to contact us by phone, chat or email for logging in assistance. Otherwise please proceed to step two.

2. Ensure that you have selected the correct platform (live or practice)

3. Try resetting your password
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  • • Use the “Forgot Your password?” link to reset your password. You can also use the links to reset your live account password and practice account password.
  • • The password link will be emailed to you at the email address associated with your OANDA account
  • • Click on the link and follow the steps
  • • If you don’t receive an email, try checking your junk mail
  • • If you still can’t log in/don’t see an email from us, proceed to step four.
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4. Verify you are logging in with the correct username

If you have attempted to reset your password and still cannot log in, we suggest you double-check that you are logging in with the correct username.
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  • • Recover your username by entering the email address associated with your OANDA account into the following username recovery links: live account username or practice account username.
  • • Your username will be emailed to you at the email address associated with your OANDA account
  • • If you don’t see an email, check your junk mail
  • • If you still can’t log in/don’t see an email from us, go to step five.
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5. Double check that you are providing the correct email address when trying to reset your password/recover your username

If you are not receiving any emails when you attempt to reset your password or recover your username, we suggest checking/trying other email addresses as you may have registered your OANDA account with a different email address. Always remember to check your junk mail too.

If, after trying all these steps, you still cannot log in, please contact a member of our customer service team by phone, chat or email.


Are you using the live or practice desktop platform icon? back to top

The desktop platform icons for live and practice accounts are different. Please see the image below to differentiate between the live and practice platform icons.
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  • • ‘OANDA Desktop Live’ is for live account only
  • • ‘OANDA Desktop Practice’ is for practice accounts only
  • • Username is case sensitive
  • • The password is case sensitive and can only be in letters and numbers
  • • Special character such as ‘~!@#$%^&*()_-+<>?|\/’ are not accepted
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The platform is taking long to load or is not responsive back to top

1) Clear Java temporary cache files

As the temporary files on your computer are built up over time, it can cause performance to slow when using the trading platform. Please shut down the platform and follow the steps below to clear your Java temporary files.
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  2. 1. Type ‘Control Panel’ in the search bar
  3. 2. Click on ‘Control Panel’
  4. 3. Click on the header titled ’Programs’
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If you cannot locate Java according to the steps below, please download the latest version of Java via their official Java website.
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  2. 4. Click on Java
  3. 5. Click on ‘Settings’
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  2. 6. Click on ‘Delete Files’
  3. 7. Make sure the first two items are selected
  4. 8. Click on ‘OK’
  5. 9. When the temporary files have been deleted, the pop up window will disappear. Click ‘OK’ on the previous window to exit and launch the platform again.
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2) Restart your computer

If removing the temporary Java files does not solve your problem, please restart your computer before launching the platform again.

If completing the above steps does not improve performance, you could try uninstalling the existing Java program from your computer via the instructions below. Next, restart your computer before downloading a new version via the official Java website.


The platform is not functional, or chart profiles are not saving back to top
 
1) Check if Java is installed
 
The OANDA desktop platform was built using JavaScript. For Windows users, please check if Java is installed on your computer by following the steps below.

If you cannot locate Java after following the steps below, please download the latest version of Java via the official Java website.

2) Reinstall Java
 
If you already have Java installed on your computer, you may want to uninstall the existing Java program from your computer and restart your computer before downloading a new version via the official Java website.
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  2. 1. Right-click on the Windows icon
  3. 2. Click on ‘Apps and Features’
  4. 3.Scroll down the list to locate Java
  5. 4. Click on ‘Uninstall’ to delete Java
  6. 5. Restart your computer before downloading a new version via the official Java website.
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3) Remove all OANDA temporary files from your computer.

If reinstalling Java does not resolve the issue, uninstall the OANDA desktop platform and follow the steps below to remove all temporary files from your computer. Next, restart your computer and re-download the desktop platform.
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  2. 1. Click on ‘File Explorer’
  3. 2. Double-click on OS (C:)
  4. 3. Double-click on ‘Users’ folder
  5. 4. In the search bar type in: .oanda and press ‘enter’
  6. 5. Double-click on the .oanda folder
  7. 6. Delete everything you see in this folder. This will make sure you have a fresh start.
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How to upload platform logs for further diagnosis 
back to top

If you are experiencing an issue that requires further diagnosis, our software engineers will investigate the problem using the information you provide and get back to you via email. If you have followed the troubleshooting guide above and the problem persists, please send us a copy of your Java logs by following the instructions below.
  1.  
  2. 1. Click on ‘Help’
  3. 2. Click on ‘Open Debug Window’
  4. 3. Select ‘Send Log’
  5. 4. If the platform does not respond after you click on ‘Send Log', you can highlight all the content of this log window, then copy and paste it onto a Word document to email to us separately
  6. 5. Click on ‘Yes’ to upload a screenshot
  7. 6. Enter a summary of the problem as the subject line
  8. 7. Fill in the steps to reproduce the problem
  9. 8. Click ‘Submit’. 
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The platform cannot connect, but my internet is working back to top

Perform a traceroute connection test

If your internet is working but the platform cannot connect, please perform the following connection test as it will identify where the problem is. The problem may be between your local internet service company and our trading server in the New York NY4 data centre.
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  2. 1. Go to your start menu and in the search field, enter ‘cmd’
  3. 2. Click on ‘Command Prompt’
  4. 3. Please enter ‘tracert fxserver01-ng.oanda.com’ (please remove the quotes around the text), then hit the Enter key on your keyboard to run the command
  5. 4. After the test completes, save the results using a screenshot, Word document, or copy and paste it into the body of an email and send all relevant information to frontdesk@oanda.com.
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