SMART Troubleshooting

Problems communicating with Sucden's servers due to firewall/proxy problems.

• Refer to Technical Issues for SMART configuration alternatives.
• The SMART connection settings are configured under Tools > Connection Setting from the SMART menu.

Problems communicating with Sucden's servers due to firewall/proxy problems.

• The client has a proxy server that is not available or is not configured correctly.
• Refer to Technical Issues for SMART configuration alternatives.

The User ID is not recognised by the login server (you cannot be authenticated).

• Incorrect User ID entered, carefully check the User ID.
• The simulation account has exceeded the trial period and has been automatically deactivated.

SMART cannot connect to Sucden's server.

• Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of SMART.
• The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.
• The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for SMART configuration alternatives.
• The Internet Service Provider does not recognise the DNS name:
  1. Select Tools > Connection Settings from SMART menu.
  2. Delete the URL or Domain Name.
  3. Enter the IP address of SMART server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).

  Note: This should only be done as a last resort and the DNS name should be used where possible.

The PC is using an old version of Windows 95 Winsock – upgrade Winsock to the latest version.

A wrong password has been entered.

• Enter the password again exactly as noted in the welcome email.
• If a password has been entered and remembered, delete the contents of the password box and then retype the password.

You are attempting to open SMART (log into an account) twice.

• Close the first instance of SMART before opening another.

SMART cannot read the key correctly because:

• Key not activated by Sucden – contact Sucden to get your key activated.
• The key is not stored correctly on the PC. Use the following procedure to correct the problem:
  1. Exit then restart the SMART.
  2. Select Tools > Key Management > Delete the current key from SMART menu.
  3. Exit then restart SMART again. A dialog will be displayed during start-up instructing you to ether re-import an existing key or generate a new key. Click OK.
  4. Select Tools > Key Management > Generate new key from SMART menu. A dialog will be displayed instructing you to contact Sucden to get the new key enabled. Click OK, SMART will close automatically.
  5. Contact your Sucden representative to activate the new key.
  6. Optionally, select Tools > Key Management > Save current key to a floppy to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy. This pin code must be entered before the key can be extracted from the floppy.
  7. Restart SMART to enable the new key.

The new key generated by SMART was not transmitted correctly to Sucden. Use the following procedure to regenerate the key and transmit it to Sucden:

1. Select Tools > Key Management > Delete the current key from SMART menu.
2. Exit then restart SMART again. A dialog will be displayed during start-up instructing you to either re-import an existing key or generate a new key. Click OK.
3. Select Tools > Key Management > Generate new key from SMART menu. A dialog will be displayed instructing you to contact Sucden to get the new key enabled. Click OK, SMART will close automatically.
4. Contact your Sucden representative to activate the new key.
5. Optionally, select Tools > Key Management > Save current key to a floppy disk/USB drive to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy disk/USB drive. This pin code must be entered before the key can be extracted from the floppy disk/USB drive.
6. Restart SMART to enable the new key.

Could not import the encryption key from SMART on one PC to another because of different encryption levels used by the two SMART platforms. Use the following procedure to correct the problem:

1. On the PC where the key is copied from, select Tools > Key Management from SMART menu and note whether the Use strong encryption checkbox is checked or not.
2. On the PC where the key is copied to, select Tools > Key Management and ensure the Use strong encryption checkbox is the same as on the original PC.
3. Select Load key from floppy disk/USB drive and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy disk/USB drive. Click OK to automatically restart SMART and enable the key.

Could not load the encryption key into SMART. Use the following procedure to correct the problem:

1. Format a floppy disk/USB drive on the PC that is going to receive the key (the new instance of SMART).
2. Insert the disc in the PC where the key is to be copied from and select Tools > Key Management from SMART menu. Select Save current key to a floppy disk/USB drive to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the floppy disk/USB drive. This pin code must be entered before the key can be extracted from the floppy disk/USB drive.
3. Insert the disc in the PC where the key is to be copied to and select Tools > Key Management and select Load key from floppy disk/USB drive and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy disk/USB drive. Click OK to automatically restart SMART and enable the key.

If this does not work, on the PC receiving the key:

1. Reinstall SMART.
2. Select Tools > Key Management, select Load key from floppy disk/USB drive and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the floppy disk/USB drive. Click OK to automatically restart SMART and enable the key.

Attempting to install SMART from an old installation file that is not longer valid. Download and install SMART again from Sucden web site.

This can occur during upgrade of SMART. Some files have not been registered. Reinstall SMART.

SMART is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to SMART instead of newer upgrade files.

• Download and reinstall SMART from Sucden web site.
• If the problem persists, refer the case to Sucden's technical support for further investigation.

If CFD trading should be allowed in the client's account:

• The account may not allow CFD trading and is enabled for Forex only. Contact a Sucden representative to get CFD trading enabled.
• Spread-based trading may not be enabled in the account. Contact Sucden to get spread-based trading enabled.

Contact a Sucden representative to ensure that both the Forex and CFD trading are enabled for the client.

The PC running SMART is running non-compatible regional settings.

Change the regional settings of the PC to use your preferred digit separators and decimal symbols:

1. Open the Control Panel on your PC by selecting Start > Settings > Control Panel.
2. Select Regional Options.
3. Select the Numbers tab.
4. Select your preferred Decimal symbol and Digit grouping.

   Note: the Decimal symbol and Digit grouping must be different. For example, if the Decimal symbol is the point symbol ("."), the Digit separator must not be the point symbol and is usually the comma symbol instead.

5. Select OK to apply the new settings and close the Regional Setting dialog.

SMART is not registered correctly in the PCs operating system – reinstall SMART.

Use the following procedure to rectify the problem:

1. Close the Client Summary in SMART.
2. Close SMART and select Yes when asked if you want to save changes.
3. Restart SMART and log on.
4. Open the Client Summary (Account > Client Summary from the Client Station menu).

Client has changed password in SMART, and the new password has not synchronised with the Recaps System.

Refer the case to Sucden for further investigation.