Troubleshoot missing or delayed data
Diagnose an offline terminal, empty trade view, unavailable candles, and request errors safely.
Start with the state shown in the app. Loading means a request is in progress; no trades means the request succeeded with no matching rows; an error means the result is unknown. Do not interpret a failed request as a zero result.
Terminal offline or no trades
- Select the intended hub and confirm the MT5 account matches it. Check the date window, symbol, strategy, tag and session filters; clear restrictive filters before assuming an import failed. Archived accounts are hidden from ordinary active-account views.
- Keep MT5 open, connected to the broker, with the Chart Reporter EA attached to an active chart. Algo Trading is not required. Verify the WebRequest allow-list and API key using Install the EA.
- Check MT5's Experts and Journal tabs for connection or authentication errors. A regenerated API key must be updated in every reporter EA using the old key.
- Watch the terminal's last-seen time. The app calls a terminal offline after 90 seconds without a heartbeat; its status check runs every 30 seconds, with realtime updates when available. These are detection intervals, not a guaranteed import deadline.
Do not place a real trade solely to test connectivity. If the terminal is online but a known trade is missing, compare its ticket and opening time against the active filters and history access limits. Initial/history sync time depends on available broker history and connection; there is no fixed recovery time promised.
No historical candles or partial replay
Trade Replay reads broker candles captured by the EA. It does not blend in a second market feed. When the requested interval is empty, it checks progressively coarser supported intervals, up to the daily interval. This can recover available history without inventing finer price detail.
- No candle history captured: all supported intervals were checked successfully, but no replay window was found. Older trades may never have captured context. Keep the reporter EA and terminal running; this does not guarantee that old context can be reconstructed.
- Insufficient candle history: fewer than two usable bars are available. A chart cannot reconstruct a path from one bar.
- Partial coverage: available bars are displayed, with gaps marked. The coverage percentage is an estimate that excludes UTC weekends; broker sessions, holidays and instrument trading hours can differ. It is not proof of a running backfill job.
- A recent trade's post-exit window may still be forming. The expected runway depends on holding time and interval. Any displayed time is an estimate of when the window can form, conditional on terminal capture; it is not a confirmed delivery schedule.
Use Retry candles after checking the terminal. The app does not automatically loop through errors or claim a backfill job without confirmation. See Charts and replay for the chart's meaning.
Authentication, permissions and service errors
| State | Safe next step | Recovery timing |
|---|---|---|
| 401 / sign-in required | Sign in again to the intended Chart Reporter account, then retry. Do not share a session token. | After successful sign-in; no fixed service deadline. |
| 403 / access denied | Confirm the account and feature entitlement in Settings. For MCP, also check that access is enabled. | After correcting access or support investigation. |
| 429 / request limit | Wait for the displayed retry cooldown. Do not repeatedly refresh or open more parallel requests. | The server's Retry-After value; replay uses 60 seconds if it is missing/unreadable. |
| 500 / service unavailable | Retry once. If it repeats, collect support context below. | No fixed recovery time promised. |
| Unreadable response | Retry once; report repeated errors. The result is unknown, not an empty history. | No fixed recovery time promised. |
| Connection error | Check internet access and retry. | After connection recovery. |
A single manual retry may check several intervals only when each earlier request succeeded with insufficient history. An HTTP, network or malformed-response error stops that fallback immediately.
Timezone or totals look wrong
Compare the same hub, dates and timezone on both views. Calendar days can contain different trades in Local and Broker time; overnight sessions can cross a date boundary. Compare net results including fees and closed-trade eligibility, not a broker's floating equity value. See Metrics and filter scope.
Information support needs
Use Contact support with the page/widget, visible error/status, symbol and interval, trade ID or ticket, selected date range/timezone/filters, EA version, terminal last-seen time, and the time the problem occurred. Include a redacted screenshot or relevant MT5 log lines if useful. Remove API keys, passwords, session/authorization tokens and full broker account identifiers. The replay error state displays a compact support context to copy.