The information listed below will allow you to resolve some common technical problems.  If after reviewing the solutions below you are still encountering technical difficulties, please contact CFX at techsupport@charterfx.com.

Problem:  Error message "Wrong login name or password" is displayed when attempting login.  

Solution:  Make sure you are logging into the appropriate "Live Trading" or "Demo Trading" login button, depending on which type of account you have.  Also, make sure you are typing your User Name and Password exactly as shown on the e-mail that you received, paying attention to which letters are upper case and which are lower case.   If you still get the above error message, contact CFX and we will send you a new valid password immediately.

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Problem:  Error message "Java.Lang.ClassNotFoundException:Hello.HelloApplet" when login is attempted.  

Solution:  You may have had a temporary loss of your internet connection to our servers, and the page displaying the error message is now cached.  There are two solutions:  1) delete your temporary internet files (Tools, Internet Options, Delete Files, Delete all offline content), close all browsers, then re-open your browser window and try again.  In addition, re-starting your computer will often fix this problem.

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Problem:  Java plugin cannot be downloaded, error message states that the "file is corrupt" / Download stalls and must be cancelled.  

Solution:  This can be caused by a large number of users accessing this file at once.  The same plugin can be downloaded by accessing www.charterfx.com/jre.exe.  Choose "Run this program from its current location"  and answer "Yes" and "Next" to all of the prompts.  You can also save this file to disk if you wish and run it from that location (by double clicking on it or using "Start", "Run", "Browse").

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Problem:  Browser window closes when login or software download is attempted.

Solution:  Click on your "Start" button and select "Windows Update" (this will take you to http://windowsupdate.microsoft.com) and then "Product Updates".  Download any "Critical Updates" from the Microsoft web page.  Also make sure you are using Internet Explorer 5.5 or higher, which can be downloaded for free from here. 

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Problem:  The system needs to work through a corporate Firewall.

Solution:  Most corporations use firewalls, so if you are using our system from a corporate location and it is not functioning (e.g., you cannot access the relevant pages), your network administrator will need to open the following ports: 

To access Demo or Live trading:  ports 8100 and 8101 must be opened
To access Live Back office reports:  port 8801 must be opened
To access Demo Back office reports:  ports 8802 and 9000 must be opened
To access multi-currency charts:  port 8805 must be opened

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Problem:  Once the software is installed and login has been achieved, client experiences frequent connection errors or "freezing" of the trading window.

Solution:  Click on your "Start" button and select "Settings" and then "Control Panel".  Double click on "Add/Remove programs".  Remove any Java 1.2 or 1.3 plugins, which will be listed alphabetically.  Re-install the proper plugin from www.charterfx.com/jre.exe. 

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Additional Tips:

1. Downloading critical windows updates can resolve many problems, both with the GCI system and with Windows in general.  Click on your "Start" button and select "Windows Update" (this will take you to http://windowsupdate.microsoft.com) and then "Product Updates".  Download any "Critical Updates" from the Microsoft web page.

2. If you are using or have used other trading or banking software that is Java based, you may have an outdated Java plugin that is conflicting with the GCI software.  Click on your "Start" button and select "Settings" and then "Control Panel".  Double click on "Add/Remove programs".  Remove any Java 1.2 or 1.3 plugins, which will be listed alphabetically.  Re-install the updated Java plugin from www.charterfx.com/java.exe.