Troubleshooting Problems

EXISTING Customers upgrade to E*TRADE Professional V2:

If you currently have strong encryption enabled, you do not need a new key. You may login after installing the platform.

If you do not have strong encryption enabled, please follow this procedure to obtain an new strong encrypted security key:

1. Log on using your User ID and Password.
2. Select GENERATE NEW KEY on the KEY MANAGEMENT dialog. The Key Management dialog can be found under the menu path TOOLS, OPTIONS then KEY MANAGEMENT.
3. Contact our customer service team on 0845 234 34 34 to activate your newly generated key. After activation you are now ready to log on to the platform to begin.
4. You can back-up your key via TOOLS, OPTIONS, KEY MANAGEMENT then selecting the BACKUP KEY button. You will be prompted to save your back-up key to a location on your PC or a device of your choice. A back-up of your key is required to install E*TRADE Professional V2 on multiple computers or to alternate between installed versions 1 and 2

System requirements for E*TRADE Professional V2:

Minimum
Windows 2000, 2003 or XP
CPU 1.5 GHZ Pentium 4
RAM 512 Mb
Hard drive 200 Mb of free space
Display 1024x768 with 16 bit = 65536 colours

Recommended
CPU 2.5 GHZ Pentium 4
RAM 1024 Mb
Hard drive 200 Mb of free space
Display 1280x1024 with 32 bit = True colour

Can I still use my old E*TRADE Professional?

Yes, we recommend you keep your old E*TRADE Professional as back-up until you are fully familiar with E*TRADE Professional V2 and its new features.

You can access your trading account from both E*TRADE Professional and E*TRADE Professional V2, but only one platform can access your account at any time.

If you have backed-up your Key (explained under section 5 of installing E*TRADE Professional V2), you will need to import the new key into the old version of E*TRADE Professional to access your account.
In E*TRADE Professional V2 :

1. Select Tools > Key Management from the menus
2. Select Delete current key
3. Select Load Backup key
4. In the Load Backup key dialog, select the key you backed up during installation of E*TRADE Professional V2
5. Restart E*TRADE Professional to activate the new key

Should an error occur on the platform while logging on or while down loading please refer to the following troubleshooting links for assistance.

1. Attempt to connect timed out without establishing a connection
2. Could not acquire cryptographic context. Error code: OX8009000f
3. Could not decrypt session key. Error code: OX8009000f
4. Error code 10049
5. Error code 10060
6. Error code OX8004009
7. HTTP Error Invalid syntax
8. Illegal host name 11001
9. Illegal host name 11004
10. No bytes received Error code 0
11. Platform re-installation
12. Your session has timed out

1. Attempt to connect timed out without establishing a connection
   
   You will need to check your connection settings, which can be done as follows:
   
   
   • Double click the ETRADE Icon on the desktop and select Work Offline.
   • Check in the Trade Server section that the URL reads mitslive.iitech.dk
     (or mitssimul.iitech.dk if using the Demo Trading platform).
   • Ensure the Use HTTP box is unticked.
   • Ensure the Connect through proxy server box is unticked.
   • If any of the above was incorrect, please attempt to log in to the platform.
   • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.



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2. Could not acquire cryptographic context. Error code: OX8009000f
   
   You will need to delete your current access key and generate a new key, which can be done as follows:
   
   
   • Double-click the ETRADE icon on the desktop and enter your username and password. When the error message is generated, click OK.
   • Go to the Tools Menu
   • Select Key Management
   • Click on the Delete current key Button and then press OK (If you are unable to click on the Delete current Key button please contact ETRADE on 08000131212
   • You should then return to the Key Management Menu and click on the Generate new Key Button and then click on Yes
   • Please contact ETRADE on 08000131212 to have the new key activated



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3. Could not decrypt session key. Error code: OX8009000f
   
   You will need to delete your current access key and generate a new key, which can be done as follows:
   
   
   • Double-click the ETRADE icon on the desktop and enter your username and password. When the error message is generated, click OK.
   • Go to the Tools Menu.
   • Select Key Management.
   • Click on the Delete current key Button and then press OK (If you are unable to click on the Delete current Key button please contact ETRADE on 08000131212.
   • You should then return to the Key Management Menu and click on the Generate new Key Button and then click on Yes.
   • Please contact ETRADE on 08000131212 to have the new key activated.



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4. Error code 10049
   
   You will need to check your connection settings, which can be done as follows:
   
   
   • Double click the ETRADE Icon on the desktop and select Work Offline.
   • Check in the Trade Server section that the URL reads mitslive.iitech.dk (or mitssimul.iitech.dk if using the Demo Trading platform).
   • Ensure the Use HTTP box is unticked.
   • Ensure the Connect through proxy server box is unticked.
   • If any of the above was incorrect, please attempt to log in to the platform.
   • If all of the above is correct and the problem persists, please contact ETRADE on 08000131212.



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5. Error code 10060
   
   You will need to check your connection settings, which can be done as follows:
   
   
   • Double click the ETRADE Icon on the desktop and select Work Offline.
   • Check in the Trade Server section that the URL reads mitslive.iitech.dk (or mitssimul.iitech.dk if using the Demo Trading platform).
   • Ensure the Use HTTP box is unticked.
   • Ensure the Connect through proxy server box is unticked.
   • If any of the above was incorrect, please attempt to log in to the platform.
   • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.



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6. Error code OX8004009
   
   You have entered an incorrect Login or Password a number of times.
   
   
   • Please contact ETRADE on 08000131212 to confirm your login details.
   • Once your details have been confirmed, please attempt to log in to the trading platform.



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7. HTTP Error Invalid syntax
   
   You will need to re-install the trading platform:
   
   
   • Go to the control panel in the Start menu. Click on add/remove programs. Click on ETRADE and click remove. You should then select a 'standard un-install'
   • Go to My Computer. Double click on the Program Files folder. Then right click on the folder named ETRADE and select delete.
   • Please click the link below to download the trading platform. http://mitsweb.iitech.dk/downloads/live/Installations/ETRADEUK/en/ETRADEUK_webdeploy.exe
   • Log back on to the Trading platform



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8. Illegal host name 11001
   
   You will need to check your connection settings, which can be done as follows:
   
   
   • Double click the ETRADE Icon on the desktop and select Work Offline.
   • Check in the Trade Server section that the URL reads mitslive.iitech.dk (or mitssimul.iitech.dk if using the Demo Trading platform).
   • Ensure the Use HTTP box is unticked.
   • Ensure the Connect through proxy server box is unticked.
   • If any of the above was incorrect, please attempt to log in to the platform.
   • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.



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9. Illegal host name 11004
   
   You will need to check your connection settings, which can be done as follows:
   
   
   • Double click the ETRADE Icon on the desktop and select Work Offline.
   • Check in the Trade Server section that the URL reads mitslive.iitech.dk (or mitssimul.iitech.dk if using the Demo Trading platform).
   • Ensure the Use HTTP box is unticked.
   • Ensure the Connect through proxy server box is unticked.
   • If any of the above was incorrect, please attempt to log in to the platform.
   • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.



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10. No bytes received Error code 0
    
    You will need to check your connection settings, which can be done as follows:
    
    
    • Double click the ETRADE Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads mitslive.iitech.dk (or mitssimul.iitech.dk if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message could mean that the computer you are working on needs to run Windows updates. Please visit www.windowsupdates.com to ensure your version of windows is as up to date as possible.
    • After running Windows updates, please attempt to log in to the trading platform again.
    • If you are still unable to login you will need to re-install the trading platform.



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11. Platform re-installation
    
    Please re-install the Trading Platform as follows:
    
    
    • Go to the Windows Start menu, and select Control Panel. Double-click on Add/Remove Programs. Click on ETRADE and select Remove. You should select a standard un-install.
    • Double click the My Computer Icon on the desktop and select Local Disk (C:). Open the Program Files folder and right-click on the ETRADE folder and select Delete.
    • Re-install the trading platform using the link below. http://mitsweb.iitech.dk/downloads/live/Installations/ETRADEUK/en/ETRADEUK_webdeploy.exe



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12. Your session has timed out
    
    You will need to ensure your Internet Options settings are correct which can be done as follows:
    
    
    • Open an Internet Explorer window. Go to the Tools menu, select Internet Options and finally select Privacy. Click on Edit and type in https://mitsweb.iitech.dk and click on Allow.
    • Click the Security tab, click on Trusted sites, then on the Sites button and type in https://mitsweb.iitech.dk and click on Add.
    • Click OK. Close down all modules on the trading platform and then log off.
    • Log back on to the Trading platform.
    
    

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