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Logs & Diagnostics

Diagnostics Guide

Copy Not Working?: what it checks and how to read the results

Use Get Help when copying fails and the cause is not obvious from Logs alone. The quick scan is meant to surface common blockers fast and prepare a cleaner support handoff when needed.

Open Get Help Open trades not copying guide

Quick answer

  1. Open Get Help.
  2. Run the quick scan.
  3. Fix the flagged issue first.
  4. If needed, run the deeper scan or create a support ticket with the prepared bundle.

What the quick scan checks

  • Whether the workspace has any enabled connections.
  • Whether symbols you want copied still look unmapped or mismatched.
  • Whether connected app or platform components appear healthy.
  • Whether recent app activity provides enough support context.

How to interpret common findings

  • Connections are disabled: enable a connection in Copiers and retest.
  • Symbol mapping needs review: open the affected copier and map the specific symbols you want copied if they are missing or mismatched.
  • Connection or runtime issue: check the affected accounts in Trading Accounts.
  • No obvious blocker found: move to the deeper scan and compare the incident window in Logs.

When to run the deeper scan

Run the deeper scan if the quick scan does not explain the failure, or if the issue seems intermittent and you want more context from recent app activity. The deeper scan is not the first step. It is the follow-up when the fast checks do not explain the pattern.

What the support handoff includes

The app can prepare a support-ready bundle that includes recent diagnostics context and recent log exports. That means users should prefer the in-app flow over writing a vague ticket from scratch.