Contact Support

Efficient Troubleshooting Before Contacting Support

If you encounter an issue while using AgenaTrader, we encourage you to take a moment to investigate possible causes before reaching out to our support team. Our technical support is specifically dedicated to resolving system errors and technical shortcomings within the software. Since they do not provide individual tutoring or assistance with general settings and platform handling, submitting such requests may lead to longer response times for all users, including yourself.

In many cases, issues can be resolved through a quick review of settings, configurations, or known solutions. Even experienced developers sometimes realize that the source of an issue lies in a specific setup rather than the software itself—so taking a moment to check for potential causes can often lead to a quick fix.

To help you troubleshoot effectively, we provide detailed documentation, FAQs, tutorials, and a community on Discord where both users and our team are available to assist you. These resources are designed to help you get the most out of AgenaTrader while minimizing waiting times for support responses.

If problems arise...

...or something does not work as expected, please follow our recommendations:

1. First try to ensure that you have updated your program to the latest version as is described in the release notes.

2. We kindly ask you to look for the answers to your question in our online media

3. Only after this should you contact the support team.

In 9 of 10 cases you will find help in our FAQ.

Submitting a Support Ticket Efficiently

To submit a support request, please click on the small arrow next to "Support" in the Toolbar and select "Create Sales/Support Ticket" from the dropdown menu.

• Choose the appropriate category and subcategory

• Provide a detailed description of your request

• Attach screenshots if relevant

Once we receive your request and data, we will forward it to our testing team or handle it directly, depending on the nature of your inquiry.

Important Information on Further Communication

• All further communication with our support team will take place via email.

• For new issues, inquiries, or technical problems, please always create a new ticket. This ensures a smooth and complete resolution of your request.

We understand that waiting for a solution may sometimes require patience. Our team works as quickly as possible, but analyzing, troubleshooting, and testing a technical issue requires diligence and can take time.

While we appreciate your eagerness for updates, multiple follow-ups do not speed up the process—in fact, they can cause delays. This is because once a ticket is forwarded to the test department, it is no longer visible to the support team. Unnecessary follow-ups may push tickets between departments, delaying the resolution process.

Therefore, to ensure a fast and efficient response, we kindly ask you not to send follow-ups or open a new ticket for the same issue unless absolutely necessary (e.g., if you have essential new information relevant to the solution).

Thank you for your understanding and cooperation!

Please note:

Support requests can only be sent via this function in the AgenaTrader platform. Only for the - extremely rare - case that the platform cannot be restarted, we set up an emergency contact address on our website, through which the support team can be reached in these exceptional cases.

Name	Definition
Log files	If activated complete logs files are sent (for last 14 days by default. User may increase history)
Orders Log	If activated order logs file is sent (for last 30 days by default. User may increase history)
Active workspace	If activated active user workspace is sent
Configs	If activated Config file is sent (TE_Config.xml).
Current Open Instruments	If activated all open instrument data are sent (Tick Size, Point Value, etc)
Complete UserDirectory	If activated the complete User Directory is sent
Complete DataDirectory	If activated the complete Data Directory is sent.

Unhandled Exception (Error report to the support)

Should an internal error occur, AgenaTrader will display a popup in which you can see the so-called stack trace and recognize where this error has occurred. This information is very important for us to stabilize AgenaTrader. If you receive such a popup, please submit this information to us by clicking the Send Error button. We will subsequently receive an email with the stack trace information. You will not receive any response from our support team. In case a bug is detected, it will most likely be fixed in one of the next updates.

Important!

You have reached XX% of your RAM memory. If possible, please close any memory-intensive applications or modify your AgenaTrader workspace by closing some List/Tab Chart Groups, Analyzer Columns, etc.

This indicates that AgenaTrader is utilizing the maximum available RAM on your PC. Please follow the instructions below:

-> Close any memory-intensive applications running on your system.

-> Alternatively, consider modifying your AgenaTrader workspace to reduce memory usage.