The recommended workflow now
- Reproduce the issue with one small test. Do not diagnose from memory or from a full live session.
- Open Logs immediately. The fastest clues usually show up there first.
- Use Get Help if the cause is not obvious. The quick scan checks common blockers and can prepare a support-ready bundle.
- Export the right time window. Include the event plus a few minutes before and after it.
- Escalate with context. Include the affected connection, symbol, time, timezone, and what you already tried.
Why this comes before support
Most copy failures are visible from the app itself. Logs can tell you whether the signal arrived, whether a route was skipped intentionally, whether the receiver tried to execute, and whether the broker or platform rejected the order.
That means diagnostics are not just for support. They are the first self-service tool users should rely on.
Common mistakes to avoid
- Checking logs too late and missing the useful incident window.
- Opening a support ticket without the affected connection or exact time.
- Sending broad screenshots instead of the actual log export or support bundle.
- Assuming the problem is platform-wide when it only affects one symbol or one receiver.