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Common Issues (Scroll down for advanced help options)

Why isn’t my GreenChart connecting?
Internet: Please check to make sure that you are connected to the internet. It is recommended that you are hardwired into an internet connection while trading. 
If connected to a wireless connection you may have problems with the streaming of the live data feed that you need to trade. 

Service: Be sure if you are trading Forex that your Data Trade Service Setting Service is set to SC Forex Data (FXCM). If you are trading Futures, be sure that you have selected TranAct as your service. Make sure that you have selected the correct Server type Demo (for demo account users) vs Live (users with funded accounts). Then make sure that you have entered the correct Account Name, Password and Account Number that your Futures Broker has provided you. 
Please call your futures broker with questions regarding your futures account information.

Firewalls and Antivirus: Some firewalls and antivirus software will block connection to GreenChart. If you are having a connection problem, please turn off all antivirus and firewall software on your computer. Then, try to open Green Chart and see if the connection works. 

If you have logged in successfully to GreenChart but are still having trouble connecting or logging in to your external data or trading service, and need a solution to this problem, then please see help topic number 62.


How do I switch between getting futures & forex data?
You must switch your Data Trade Service setting (File > Data Trade Service Setting). For Forex Data the service needs to be set to SC FOREX DATA (FXCM). For Futures Data the service needs to be set to TRANSACT. If you are trading Futures contracts in the morning and then want to switch to Forex for afternoon trading just open your Data Trade Service Settings switch the service and then make sure you are using the correct charts. Forex (EURUSD) Futures (6E or ES).


How do I recover missing charts from Chartbooks? 
File > Open Chartbook > Right Click on whichever Chartbook you are missing (6E, ES fast, EURUSD fast, EURUSD onit, etc.) > Restore Previous Versions > Select the earliest version by date that you can > Okay.  File > Open Chartbook > Select whichever chartbook > Open. Your chartbook should be restored with all charts. You may need to update the symbol to the current quarter and adjust your chart settings. 
If the above does not work then refer to ‘How do I add a chart to a Chartbook’ below and add the missing chart back into chartbook. Make sure to save after you have completed that task so the chart stays in the chartbook. 

How do I add a chart to a Chartbook? 
Option 1: New Chart
File > New/Open Intraday Chart > Select whichever type of chart that you are trying to add from list > Open. 
To add indicators select ‘Analysis’ tab > GreenChart 1 or GreenChart 2
You will then need to make some changes to the chart settings (Chart > Chart Settings) such as Graphtype: Candlestick, Day-Min-Sec depending on what type of chart you want: 1 minute, 5 minute, etc, Start and end time. 
You will need to make some changes to the graphic colors as well. (Global Settings > Graphic Settings) Scroll down to Chart text (black), Chart Background (white), Chart Scale (Black), Chart Grid (Black)
Option 2: Duplicating a Chart
Select a chart to duplicate by left clicking on chart > Chart tab > duplicate chart (bottom of right hand column>
You will have to edit Chart settings to edit the amount of time the chart is. (Chart > Chart Settings or F5 on keyboard or CS hot button on toolbar)

How do I remove a chart from a Chartbook?
Select the chart that you want to remove by left clicking on it. In the upper right hand corner of that chart you will see a small ‘X’. Click the ‘X’. A popup will appear asking, “Remove chart window?” Select ‘OK’.


How do I change a chart to a different time period?
Option 1: Select chart you want to change by left clicking on it. Then select Chart tab > Chart Settings. In the right column under ‘Intraday Bar Period/Session times’ you can change the time period by entering the amount of minutes you want in the minute section under Days-minutes-seconds. If you want a 5 minute chart it would look like this 0-5-0. 30 minute chart 0-30-0. 1 day chart 1-0-0, etc. 
Option 2: Select the chart you want to change by left clicking on it. Select Chart tab > Intraday bar periods (bottom left column) > select time desired from the dropdown box. 

How do I get the price to appear on the right side if it is missing?
Select chart that is missing price by left clicking on the chart. Global Settings > Graphic Settings > Chart text (Black), Chart background (White), Chart Grid (Black), Chart Scale Boarder (Black) > OK.  
If this does not work then create a new chart to take this chart’s place and then remove this chart from chartbook. Refer to ‘How do I add a chart to Chartbook?’ and ‘How do I remove a chart from Chartbook?’ for directions. 

How do I add indicators to a chart?
Analysis Tab > GreenChart 1 or GreenChart 2 (depending on what indicators you are wanting to appear on that chart)

What if I want a chart for a different symbol?
File > Find Symbol and Open Chart > Select the symbol you want for chart > Select ‘OK’
*If the symbol you want to trade is not on the list and you are a futures trader, please contact your broker and ask them to add that symbol to your account. It can take up to 24 hours for the symbol to appear on your GreenChart symbol list. 
You may need to make some changes to the chart settings and the graphic settings.
For chart settings hit F5 on your keyboard or the CS hot button on the tool bar or Chart > Chart Settings. 
For Graphic Settings go to Global Settings > Graphic Settings
(Continued Above)

How do I change the color or graphic settings on my charts?
Global Settings > Graphic Settings > Select what you want to change > Select color button > Select color you want > OK > If you want to make any other color changes select what you want to change and repeat steps > select ‘OK’ on ‘Graphic Settings’ for the changes to take place. 

I can only see one chart, I used to be able to see all of them. How do I see them all at the same time again?
Go to the Window tab > Select ‘Tile Vertically’ or ‘Tile Horizontally’. This should make all the charts 
appear again. You may have to manually stretch and shrink them if you do not like the arrangement. To manually adjust, move your cursor to one of the charts edges. When hovering over the chart’s edge, your cursor becomes a double-ended arrow. Left-click and drag to the left, right, up or down in order adjust size of the chart. To move the chart, move your cursor to the top border. Left-click and drag the chart where you want it. 

How can I display more historical data on my charts?
Futures: You are only able to see as far back as the quarter symbol will allow. If you want to see previous data from past quarters then you will need to open a chart with that symbol. You will not be able to see previous quarters data with current data when doing this. 
Forex: Go to File > Data Trade Service Settings > Max historical intra. Increase to at least 100 days. Then go to chart > Chart settings > Days to display/load (increase to 100). Hit ‘Okay’. Chart will regenerate with as much historical data that it will allow. 
If you would like to see more historical data than the Basic plan offers, you may upgrade to an Advanced Plan which also offers historical data feeds for $45.99 month. 
To do this, call or email us to discontinue your Basic plan and sign-up for an Advanced Plan here.

I changed my settings but when I go back into GreenChart they aren’t there.
After you make any change that you want to keep in your GreenChart you must go to File > Save.

How do I use a tool just once?
Tools > tool settings > General > After single tool use change to POINTER.

How do I know my charts are displaying the most current data?
In the lower right hand corner of the chart there will be a red or green square with a number inside of it. If the box is red then you are not viewing current data. If there is a green square then you are viewing current data. 

How do I update my GreenChart software and how often should I update? 
To update your GreenChart software, open GreenChart. Select the Help tab at the top. Then select ‘Download PreRelease’. Your GreenChart software will begin to update and then walk you through the download wizard. Please follow the set-up directions. 
You should update your GreenChart software at least once every 60 days or if you are having any technical difficulties.

Software Documentation
The Software Documentation is the complete documentation for the GreenChart program. Please be sure to read the Getting Started documentation page.
Help FAQ (Frequently Asked Questions)
The Help + FAQ page lists answers to questions and problems you may have. Most common issues are answered here in detail. Please try to find your answer on the Help + FAQ page before sending a question to support as it has most likely already been answered.
Futures Contracts Rollover Instructions
To perform a Futures Contract Rollover, please refer to the Changing to a New Futures Contract Month page.

If you need help with the software please use the GreenChart Support Board. The support board is for ALL questions about and suggestions for the GreenChart software. 
GreenChart support will promptly and accurately respond to all messages posted on the board. You will also receive an email notice when we have responded to your message.
Please do not email software questions to Support. We strongly prefer you use the Support Board rather than email because our support board is designed for reliable, effective and efficient communication between you and us. If you use our account support form, you may not receive a reply due to a misspelled email address or other mail delivery problems. Also, GreenChart engineering level support monitor all posts on the Support Board.

Telephone and Remote Assistance Support is only provided at the discretion of GreenChart Support. It is only used for help with basic operational issues that are within our control to resolve. For example: If you are having trouble connecting to an external data or trading service and need some special assistance. 
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