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Table of Contents
• How can I contact technical support?
• I get the error message "Access Denied" or “Wrong
Login Name or Password.”
• I forgot my username and/or password. Can you send
it to me?
• I get the error: “Connection Refused”
or “Server Connection Error.”
• Is my popup blocker or firewall blocking the trading
platform...?
• I get the error: "The registration key is wrong.
Please try again."
• How do I find my IP address?
• How do I test my Internet connection to the trading
platform’s server?
• How do I send a screen shot to support?
• The software is running slowly or “locking-up.”
What is going on?
• What are the minimum hardware requirements for using
the trading platform?
• When I try to right-click to make an order, my choices
are grayed-out. What is wrong?
• Does the trading platform support the Macintosh operating
system?
• What is the difference between the Windows and JAVA
versions?
• Can I see a history of my past trades on the software?
• Can I hedge a currency position?
How can I contact technical support?
Please send an e-mail with the following details to
techsupport@cbfx.com:
• Name
• Phone number (with country code) and time-zone/country
if you wish to be contacted by phone for support in English.
• Account # (located on the Account Information
window in the trading platform)
• Username (find this in the original registration
e-mail sent to you)
• Are you attempting to login onto a demo account
or live account?
• Which version of our platform are you trying? Windows
/ Java
• What type of internet connection do you have? DSL
/ Cable Modem / Dial-up
• What operating system are you running? Windows
XP / Windows 2000 / Windows 98 / Mac OS
• Are you attempting to run the application in an office
environment? Does your office network have a firewall? If so, please contact
your network administrator before contacting us.
• What is the nature of the problem? Please
provide us with a step-by step description of the problem. Please tell
us any error messages you are getting from the software. It is often helpful
to send us a screen shot of the problem attached to your email. Click
here is how to capture a screenshot and send it to techsupport@cbfx.com.
We will respond to your e-mail as promptly as possible. If you feel the
problem would be better resolved over the phone, please contact us Monday-Friday
9:00am-5pm (EST). For direct communication with support, we currently
can support you in English only.
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How do I send a screen shot to support?
Capturing a screenshot and e-mailing it to support:
1. Set the screen image the way you wish the picture to look (i.e.
recreate the problem or center the important information on the screen).
2. Hit the "Print Screen" button on your keyboard.
3. Open up a new document in Microsoft Word.
4. Go to Edit (top left) then click Paste.
5. Save the document (perhaps to your desktop) and write
down its location (e.g. C:\Documents and Settings\John\Desktop\Screenshot).
6. Open up your e-mail application and attach the document you
just saved to a new e-mail message addressed to techsupport@cbfx.com.
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I tried to login with the ID & password you
sent to my e-mail address but I get the error message "Access Denied"
or “Wrong Login Name or Password.” What is the problem?
Usernames and passwords are case sensitive, so make sure the capitalization
is correct. Another common problem is using the reporting login ID rather
than the trading login ID when trying to access the live trading platform.
If you were sent two logins, please make sure you are using the correct
one: either trading or reporting. Also, make sure you are selecting the
correct account type when using the Windows version of the trading platform.
Use “Real” in the login box rather than “Demo”
if you have opened a live or institutional account.
Please follow the directions below depending on the method you access
the trading platform. If, after following the steps below, you still get
errors trying to log in, it is possible you are entering the incorrect
information. If you believe this is the case, follow the steps here and
send an e-mail to techsupport@cbfx.com.
Demo Users (Windows version):
After you have installed the software with “CBFX” as
your registration code, double-click the “ICTS-WinDealer”
icon on your desktop. The system will ask you for the user ID and password
that was sent to your email address. Make sure you select the account
type “demo” in the login box.
Demo Users (Java version):
Go to www.cbfx.com and click on “Demo
Login” on the right side of the webpage. On the next page, click
“Java Based.” The system will open a Java applet asking
you for the username and password that was sent to your email address.
Live Users (Windows version):
After you have installed the software with “CBFX” as
your registration code, double-click the “ICTS-WinDealer”
icon on your desktop. The system will ask you for the user ID and password
that was sent to your email address. Make sure you select the account
type “Real” in the login box. Please note that if your
account is managed by another party, please see “Reporting Login”
below.
Live Users (Java version):
Go to www.cbfx.com and click on “Live
Login” on the right side of the webpage. On the next page, click
“Java Based.” The system will open a Java applet asking
you for the username and password that was sent to your email address.
Make sure you use the trading login, not the reporting login.
Reporting Login for Live Users:
Go to www.cbfx.com and click on “Live
Login” on the right side of the webpage. On the next page, click
“Regular Account Reports.” The system will open a Java
applet asking you for the username and password that was sent to your
email address. Make sure you use the reporting login, not the trading
login.
Institutional Users (Windows version):
If you have been sent an e-mail explaining that you will be logging into
the institutional server, please use these instructions. Otherwise, use
the “Live” instructions above.
If you have previously registered the software using “CBFX”
as the registration key, please install the software again using “IFX.”
You do not need to uninstall the old version. You can download the software
from www.cbfx.com under the “Institutional
Login” link.
To access the platform, double-click the “ICTS-WinDealer”
icon on your desktop. The system will ask you for the user ID and password
that was sent to your email address. Make sure you select the account
type “Real” in the login box. Please note that if your
account is managed by another party, please see “Reporting Login”
below.
Institutional Users (Java version):
Go to www.cbfx.com and click on “Institutional
Login” on the right side of the webpage. On the next page, click
“Java Based.” The system will open a Java applet asking
you for the username and password that was sent to your email address.
Make sure you use the trading login, not the reporting login.
Reporting Login for Institutional Users:
Go to www.cbfx.com and click on “Institutional
Login” on the right side of the webpage. On the next page, click
“Regular Account Reports.” The system will open a Java
applet asking you for the username and password that was sent to your
email address. Make sure you use the reporting login, not the trading
login.
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How do I find my IP address?
Instructions for finding your IP address:
1. Click the "Start" button.
2. Click on “Run”.
3. Type in "cmd" then click "OK".
4. At this point you will see a black DOS screen pop up.
5. Type in "ipconfig" and press enter.
6. The system will generate results as shown below:
7. Depending on what you are using this information for, you may
want to send it to us by capturing a screenshot and e-mailing it to support.
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