HSBCnet FX & MM Trading Client Troubleshooting Guide

Transcription

1 HSBCnet FX & MM Trading Client Troubleshooting Guide Version: 3.1 February 2014

2 Contents Web Browser Troubleshooting 1.1 Web Browsers Disable the re-use of Internet Explorer Instances Allow HSBC pop-up windows in Internet Explorer Allow HSBC pop-up windows in Firefox Allow HSBC pop-up windows in Google Chrome Enable Active X Controls Clear Temporary Internet Files Clear Browsing Data in Google Chrome Clear Browsing Data in Firefox Proxy Settings HOSTS file 7 Java Troubleshooting 2.1 Recommended versions of Java How to identify the version of Java that is installed Verifying the version of Java that is installed Removing a version of Java Installing the recommended version of Java Java Security Warning Clearing Temporary Java cache files Disable Auto Update Feature in Java Configuring Java Runtime Settings (memory allocation) Enabling the Sun Java Console in Internet Explorer Configuring Java Security Settings 13

3 Operating System Troubleshooting 3.1 Operating Systems Check for Operating System Information Data Execution Prevention 14 Advanced Troubleshooting 4.1 Checking Network Bandwidth Java Console Diagnostics 15 Troubleshooting Quick Reference Symptom Please refer to the following sections: Trading platform fails to launch Web Browser Troubleshooting 1.3, 1.4, 1.5, 1.7, 1.8, 1.9, 1.10 Java Troubleshooting 2.1, 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, 2.11 Operating System 3.1, 3.2, 3.3 Troubleshooting Unable to view/print trade Web Browser Troubleshooting 1.3, 1.4, 1.5 confirmation ticket Unable to export trade blotter Web Browser Troubleshooting 1.3, 1.4, 1.5, 1.6 data to Excel Trading platform crashes when Web Browser Troubleshooting 1.2, 1.7, 1.8, 1.9 in use Java Troubleshooting 2.1, 2.5, 2.7, 2.9 Trading platform is slow to Web Browser Troubleshooting 1.1, 1.7, 1.8, 1.9 respond Java Troubleshooting 2.1, 2.5, 2.7, 2.9 Intermittent Connection Web Browser Troubleshooting 1.11 Trading platform launches but Web Browser Troubleshooting 1.10 looks different Java Troubleshooting 2.1, 2.5, 2.7, 2.9 Access Denied Java.net socket permission error Web Browser Troubleshooting 1.10

4 Web Browser Troubleshooting 1.1 Web Browsers Web Browser Internet Explorer 5.5 Internet Explorer 6.0 Internet Explorer 7.0 Internet Explorer 8.0 Internet Explorer 9.0 Internet Explorer 10.0 Mozilla Firefox Google Chrome Apple Safari Recommended/ Recommended Not Not or recommended Not or recommended Not or recommended 1.2 Disable the re-use of Internet Explorer instances There are known issues in the Java Virtual Machine (JVM) that cause problems if HSBCnet FX & MM Trading shares an instance of Internet Explorer with another application. It is therefore important to ensure that each session of HSBCnet FX & MM Trading is launched in a new Internet Explorer window and that the Re-use Windows for launching shortcuts checkbox is unchecked in Internet Explorer settings. This change will take immediate effect. If you are logged in to HSBCnet FX & MM Trading when this setting is changed, you will need to close all instances of Internet Explorer and re-launch HSBCnet FX & MM Trading. 1.3 Allow HSBC pop-up windows in Internet Explorer If you have experienced problems when trying to display items within HSBCnet FX & MM Trading, such as Trade confirmations or exporting trade information from the Trade Blotter, it may be a result of Internet Explorer Blocking the popup window. Pop-up blockers are detrimental to some HSBCnet FX & MM Trading functionality; therefore it is important that Internet Explorer is configured to allow pop-ups. Look at all of your pop-up blockers including those supplied by Google, Yahoo and other such add-ins or Internet Security Application such as McAfee or Norton. To enable pop-up windows for HSBCnet FX & MM Trading: Method 1 1. In Internet Explorer click on Tools > Pop-up Blocker > Pop-up Blocker Settings The Pop-up Blocker Settings Control Panel will be displayed To disable this setting: 1. In Internet Explorer click on Tools > Internet Options. The Internet Options dialog box will be displayed 2. Select the Advanced tab and then locate Browsing Options in the tree view. 3. Uncheck the option to Re-use Windows for launching shortcuts 1

5 2. Type each of the following URL s into the Address of Website to allow field, then click Add *.hsbc.com *.secure.hsbcnet.com 3. Both URL s will be now appear into the Allowed sites section 4. Click Close to save the settings and exit Method 2 1. In Internet Explorer, click on Tools > Internet Options, then select Privacy (tab) The new settings will take effect immediately. If you were logged in to HSBCnet FX & MM Trading at the time this change was made, you will be logged out and will have to log back in. This is due to a change in your security preferences taking place. Please note: We recommend that you also ensure that your firewall(s) are set to permit both.jar and.zip extensions. Without permission to download these files, HSBCnet FX & MM Trading will not run correctly. 1.4 Allow HSBC pop-up windows in Firefox If you have experienced problems when trying to display items within HSBCnet FX & MM Trading, such as Trade confirmations or exporting trade information from the Trade Blotter, it may be a result of Mozilla Firefox blocking the pop-up window. It is important that Firefox is configured to allow pop-ups. 2. In the Pop-up Blocker section on the Privacy tab, click the Settings button 3. Type each of the following URL s into the Address of Website to allow field, then click Add *.hsbc.com *.secure.hsbcnet.com 4. Click Close to save the settings and exit To enable pop-up windows for HSBCnet FX & MM Trading: 1. In Firefox click on the Firefox menu bar > Options > Options. The Options dialog window will be displayed 2

6 2. When the Options dialog window appears, select the Content icon 3. Ensure that the Block pop-up windows selection box is enabled, and select the Exceptions button The Allowed Sites pop-ups dialog window will appear 4. Type each of the following URL s into the Address of website to allow field: trading.markets.hsbc.com www1.secure.hsbcnet.com www2.secure.hsbcnet.com The new settings will take effect immediately. If you were logged in to HSBCnet FX & MM Trading at the time this change was made, you will be logged out and will have to log back in. This is due to a change in your security preferences taking place. Please note: We recommend that you also ensure that your firewall(s) are set to permit both.jar and.zip extensions. Without permission to download these files, HSBCnet will not run correctly. 1.5 Allow HSBC pop-up windows in Google Chrome 1. In Google Chrome click on the Chrome Menu and select Settings 5. Click Allow and the site will be added into the list of Sites 6. Click Close on the Allowed Sites pop-ups dialog box, then OK on the Options dialog box 3

7 2. Scroll down and expand Show Advanced Settings Repeat the above process and add [*.]secure.hsbcnet.com 3. In the Privacy section select Content Settings 4. Scroll down to the Pop-ups section and select Manage exceptions 5. You will then be presented with a window providing a sample Hostname pattern 1.6 Enable Active X Controls HSBCnet FX & MM Trading uses Active X controls in Internet Explorer to export trade data from the Trade Blotter to Excel. You will not be able to export trade data from the HSBCnet FX & MM Trading Trade Blotter with Active X controls disabled. To enable Active X controls: 1. In Internet Explorer click on Tools > Internet Options and then select Security (tab) Add [*.]hsbc.com, keep the Behaviour as Allow and select Done 4

8 2. Select Internet from the Select a web content zone section and then click Custom Level 3. Scroll down to Initialise and script active X controls not marked as safe and select Enable To clear Temporary Internet Files and cookies: 1. In Internet Explorer click Tools > Internet Options and then select General (tab) Please note: You may also need to enable Active X controls for Trusted sites. To enable Active X controls for Trusted sites: 1. In Internet Explorer click on Tools > Internet Options and then select Security (tab) 2. Select Trusted sites from the Select a web content zone section and then click Custom Level 3. Scroll down to Initialise and script active X controls not marked as safe and select Enable The new settings will take effect immediately. If you are logged in to HSBCnet FX & MM Trading when this setting is changed, you will need to close all instances of Internet Explorer and re-launch HSBCnet FX & MM Trading. 1.7 Clear Temporary Internet files The available PC resources can affect the way that HSBCnet FX & MM Trading operates. It is important to delete Temporary Internet Files occasionally to ensure the continued smooth running of HSBCnet FX & MM Trading and performance of your PC. When Temporary Internet files are cleared you will remove any corrupt files, and new versions will be automatically downloaded the next time the HSBCnet FX & MM Trading Launcher is opened. 2. In the Browsing History section select Delete then check Temporary Internet files and Cookies 3. Click the Delete button 4. Click OK to exit Internet Options These changes will take immediate effect. If you are logged in to HSBCnet FX & MM Trading when this setting is changed, you will need to close all instances of Internet Explorer and re-launch HSBCnet FX & MM Trading. 5

9 1.8 Clear Browsing Data in Google Chrome Click on the Chrome Menu and select History Specific details for each item may be found at the following website answer/95582?p=settings_clear_browsing_ data&rd=1 1.9 Clear Browsing Data in Firefox Click on the Firefox Menu Bar > History > Clear Recent History Select Clear Browsing Data Select the Time range and relevant items and then click Clear Now Select the relevant items and timeframe then click on Clear browsing data 6

10 1.10 Proxy Settings In the event that you see the following error message, there is a proxy server issue to resolve you may need to bypass the proxy server. 2. Add *.hsbc.com to the Exceptions There was an error reported when connecting to the service for Client Reported error: access denied (java.net. SocketPermission megserve:8080 connect, resolve) Retry login at this server To bypass the proxy server: 1. In Internet Explorer select Tools > Internet Options > Connections (tab) > LAN Settings > Advanced (tab) If you do not have the admin rights to make the change then seek help from your network or PC administrator. If this does not solve the problem, then it may be that the proxy server is prohibiting access to HSBCnet FX and MM Trading, ask your local IT/Network support to add our URL: to the proxy server configuration file which defines sites that do not need authentication HOSTS file The stability of connections to HSBCnet FX & MM Trading can be affecting by internet routing. Although the application will usually reconnect automatically, it will affect the performance. The solution is to edit the HOSTS file using Notepad or similar text editor: C:\WINDOWS\system32\drivers\etc\hosts 7

11 1. Add the following line into this file trading.markets.hsbc.com 2. If you use an internet proxy server, you will also need to add your proxy server IP address and name eg: proxy_server_name Please note: You can check whether you use a proxy server by means of the Internet Explorer menu. 1. In Internet Explorer click Tools > Internet Options > Connections (tab) 2. Click on the LAN Settings button. The Local Area Network (LAN) Settings dialog box will appear 8

12 Java Troubleshooting 2.1 Recommended versions of Java Java is an accepted standard way of safely running complex applications such as HSBCnet FX & MM Trading via your normal browser, such as Internet Explorer. If you do not have Java installed visit to download and install it. It is extremely important to use the recommended version of Java when using HSBCnet FX & MM Trading. This is vital to ensure that the features and content available in HSBCnet FX & MM Trading function correctly and to safeguard the stability and integrity of the platform. The following table details which versions of Java we have found to be most stable with the HSBCnet FX & MM Trading platform and we would recommend installing one of these versions depending on which operating system is installed. Please note, we also recommend removing any other versions of Java to avoid any version conflicts. 2.2 How to identify the version of Java that is installed The HSBCnet FX & MM Trading platform will not launch if there is not a compatible version of Java installed. To check which version(s) of Java are installed: 1. Open the Java Control Panel by selecting Start > Settings > Control Panel > Java (Alternatively you select Start > Run and then type javaws viewer into the run command) 2. In the Java control panel select Java (tab) and then click the View button. The Java Runtime Environment settings dialog box will open and will display the versions of Java that are installed on the machine Windows Version Windows XP (SP1 and SP2) Windows Vista Windows 7 Windows 8 (including. 8.1) Java Version Java Version 6 Update 15 (Product: 1.6.0_15) Java Version 6 Update 27 (Product: 1.6.0_27) Java Version 6 Update 35 (Product: 1.6.0_35) Java Version 7 Update 25 (Product: 1.7.0_25) The most recent version and update The most recent version and update 2.3 Verifying the version of Java that is installed If you already have Java installed, you can verify the Java version using the following URL: 9

13 1. Visit the above URL and then click the Verify Java Version button 2. You may be asked to allow the Java application to run. Click Allow when prompted 3. The Version and Update number will be displayed if Java is working correctly on the machine 2.4 Removing a version of Java It is important to only have one version of Java installed on the machine to avoid any potential Java related software conflicts and to ensure that HSBCnet FX & MM Trading runs correctly. To remove a version of Java from your machine: 1. Open the Windows Control Panel by selecting Start > Settings > Control Panel 2. In Windows XP select Add or Remove programs. This will open a new dialog window which will display all programs installed on the machine. You will be able to scroll down and view the Java versions that are installed. In Windows 7 you will need to select Programs and Features from the Control Panel 3. Click on the version of Java that you would like to remove and click the uninstall button 4. Follow the instructions to uninstall the program 2.5 Installing the recommend version of Java You will need to install the latest version of Java from the Java website. 1. Visit the Java website and click the Free Java Download button 2. Follow the download and installation instructions to install Java onto the machine Java Version 6 Update Locate the java download using the following URL: javasebusiness/downloads/java-archive- downloads-javase html#jre-6u15- oth-jpr 2. Select the relevant download from the options available. Normally the Windows Offline Installation (15.89 MB) should be downloaded. Select Run when prompted at the download screen. Please note: It may be necessary to register for a free account in order to be able to download the file. 3. Follow the Java installation instructions Java Version 6 Update Locate the java download using the following URL: java/javase/downloads/jre-6u27- download html 2. Select the relevant download from the options available. Normally the Windows x86 Offline Installation (16.12 MB) should be downloaded. If you are running the 64-bit version of Windows 7, you should download the Windows x64 (13.39MB) version. Select Run when prompted at the download screen. Please note: It may be necessary to register for a free account in order to be able to download the file. 3. Follow the Java installation instructions 10

14 2.6 Java Security Warning When launching HSBCnet FX & MM Trading the following warning may be displayed. You will need to check the box and click Run in order to proceed To clear Temporary Java Log files: 1. Open the Java Control Panel by selecting Start > Settings > Control Panel > Java (Alternatively you select Start > Run and then type javaws viewer into the run command) 2. In the Java control panel select General (tab) and then click the Settings button The Temporary Files Settings dialog box will open 3. Select the Delete Files... button and then the Delete Temporary Files dialog box will open 4. Ensure the Applications and Applets and Trace and Log Files options are checked and press OK If you choose not to do so the following message will be displayed and the application will be terminated 2.7 Clearing temporary Java cache files It is important to delete Temporary Java Log Files occasionally to ensure the continued smooth running of the HSBCnet FX & MM Trading Platform and performance of your PC. When the temporary java log files are cleared you will remove any corrupt files and new versions of the launcher files will be automatically downloaded the next time the HSBCnet FX & MM Trading Launcher is opened. These changes will take immediate effect. If you are logged in to HSBCnet FX & MM Trading when this setting is changed, you will need to close all instances of Internet Explorer and re-launch HSBCnet FX & MM Trading. 11

15 2.8 Disable Auto Update Feature in Java It is extremely important to run the recommended version of Java when using HSBCnet FX & MM Trading. This is vital to ensure that the features and content function correctly and to safeguard the stability and integrity of the platform. It is also important that the automatic download functionality in the Java Control Panel is switched off to ensure that Java is not automatically upgraded without your knowledge. Java will automatically update when a new update is available. To prevent Java from automatically updating, it may be useful to disable the Auto Download functionality in the Java Control Panel. To disable the automatic download feature in the Java Control Panel: 1. Open the Java Control Panel by selecting Start > Settings > Control Panel > Java. The Java Control Panel will be displayed (Alternatively you select Start > Run and then type javaws viewer into the run command) 2. In the Java control panel select Advanced (tab) and then expand JRE Auto-Download selection 3. Select Never Auto-Download and then click Apply and OK 2.9 Configuring Java Runtime Settings (memory allocation) You may notice that a HSBCnet FX & MM Trading session may be unstable and regularly close or freeze unexpectedly. This may be a result of HSBCnet FX & MM Trading not having the required access to system resources. A solution is to update the Java Runtime Parameters within the Java control panel to ensure that HSBCnet FX & MM Trading is allocated the required amount of system resource. To update the Java Runtime Parameters: 1. Go to Start > Control Panel > Java. The Java Control Panel will be displayed 2. Select Java (tab) and within the Java Applet Runtime Settings section, click on the View button 3. Type the following expression, in the exact case and format, into the Java Runtime Parameters field for the JVM version you use: -Xms64m -Xmx256m 4. Click OK and then OK again on the main Java control panel window The new settings will take effect immediately. The new settings will take effect immediately. 12

16 2.10 Enabling the Sun Java Console in Internet Explorer If you have the correct version of Java installed, but the main HSBCnet FX & MM Trading window fails to open, the Sun Java Console may be disabled in the Manage Add-ons settings within Internet Explorer. To enable the Sun Java Console in the Manage add-ons settings: 1. In Internet Explorer click on Tools > Manage Add-ons The Manage Add-ons dialog window will open 2. Select the Sun Java Console item from the list of Add-ons 3. Click Enable 4. Click OK The setting will take immediate effect. If you have the HSBCnet FX & MM Trading Launcher window open or you are logged in to hsbcnet.com when this setting is changed, you will need to close all instances of Internet Explorer and re-open the Launcher or log into hsbcnet.com Configuring Java Security Settings If you experience difficulty when trying to launch the HSBCnet FX & MM Trading platform and are running Java Version 7 Update 51 or later, some additional configuration in the Java Control panel will be required in order for the HSBCnet FX & MM Trading platform to launch and run successfully. If you have experienced difficulty and receive the following error (or similar) when attempting to launch HSBCnet FX & MM Trading please follow the below steps. Step 1 Ensure the correct version of Java is installed. Please refer to Java Troubleshooting Section 2.1 for further guidance on the correct version of Java that will need to be installed. Step 2 Add the HSBCnet FX & MM Trading domain to the Java Security Settings. 1. Click Start > Control Panel > Programs > Java to launch the Java Control Panel Please refer to download/help/jcp_security.xml if you need any assistance with this step. 2. Select the Security tab 3. Select the Edit Site List... button and then select Add 4. Insert into the location field and select OK 13

17 Operating System Troubleshooting 3.1 Operating Systems Operating System Windows 2000 (SP2 or above) Windows XP (SP1 or above) Windows Vista Windows 7 Windows 8 (including 8.1) Apple MAC OSX Recommended/ Not or Recommended Please note: Unfortunately The HSBCnet FX & MM Trading platform is not currently supported on Tablet or Mobile devices. 3.2 Check for Operating System Information In Windows XP: 1. Click the Start button, click Run, type winver, then press Enter In Windows 7 or Windows Vista 1. Click the Start button, enter Computer in the search box, right-click Computer, then click Properties 2. Look under Windows edition for the version and edition of Windows that your PC is running In Windows 8 or Windows RT 1. On the Start screen, type Computer, press and hold or right-click Computer, then tap or click Properties 2. Look under Windows edition for the version and edition of Windows that your PC is running In Windows 8.1 or Windows RT Swipe in from the right edge of the screen, tap Settings, then tap Change PC settings (If you re using a mouse, point to the bottom-right corner of the screen, move the mouse pointer up, click Settings, then click Change PC settings) 2. Tap or click PC and devices, then tap or click PC info 3. Look under Windows for the version and edition of Windows that your PC is running 3.3 Data Execution Prevention Microsoft has recently introduced Data Execution Prevention software which prevents HSBCnet FX & MM Trading from launching; essentially the software had been introduced to Microsoft XP Professional Service Pack 2 and Windows 7. If when trying to run HSBCnet FX & MM Trading the above error message appears and the system will not launch, please follow the procedure: 1. Click Start > Settings > Control Panel > System 2. Select Advanced (tab), under Performance, click Settings 3. On the Data Execution Prevention tab, change the setting to turn on DEP for all programs and services except those I select 4. Place a tick in the Windows Explorer Check Box as shown below and click on OK twice 5. Click OK on the System Tab and the DEP Error Message should not appear again 14

18 Advanced Troubleshooting 4.1 Checking Network Bandwidth HSBCnet requires a reasonable quality internet connection in order to operate correctly. 5. Click on About on the HSBCnet FX & MM Trading login screen A good indication is whether the traffic lights in the lower right hand corner are flashing green. You may be able to reduce other network traffic such as by closing other applications. Internet latency can also cause technical problems such as intermittent connection. The HSBCnet FX & MM Trading applet has a Comms Test feature which will enable you to test for excessive internet latency. Click on About/Comms Test then in the resulting window click on Refresh. A response time of over one second would be indicative of a poor connection. Depending on your particular installation, you may need to seek help from your network administrator or internet service provider as appropriate. 4.2 Java Console Diagnostics In some cases it is possible to diagnose symptoms using the Java console. To enable the Java Console: 1. Click Start > Control Panel > Java (to open the Java Control Panel dialog box) 2. If you do not see Java listed in the Windows Control Panel, you may need to Select Programs > Programs and Features first before you can select Java 3. Click the Advanced tab and then expand the Java console section 4. Click Show console 6. Change both Application Debug Level and Communication Debug Level to Maximum 7. Login normally and perform the exact action that causes the application error 15

19 8. The Java Console will detail any issues experienced whilst the HSBCnet FX & MM trading platform is running and will help to diagnose the root cause of the issue. Open the Java Console window (that should be minimized) and click on Copy 9. Open a text editor, such as Microsoft Word, select paste and then save the document Once you have completed the above steps, please contact your HSBCnet FX & MM Trading support representative and provide the text document so that the problem can be investigated further. When you next launch HSBCnet FX & MM Trading the Java console will be displayed. The Java Console will help to identify certain fault conditions. 16

20 If you need any further assistance, please contact one of our HSBCnet FX & MM Trading support representatives who will be happy to help you. Europe, Middle East and Africa (EMEA) Coverage: 07:00 18:00 London Time Telephone [email protected] North America & LATAM Coverage: 07:00 18:00 New York Time Telephone [email protected] Asia Pacific (APAC) Coverage: 06:30 18:00 HK Time Telephone [email protected] Disclaimer This document is issued in the United Kingdom by HSBC Bank plc and in the United Arab Emirates by HSBC Bank Middle East Ltd. HSBC Bank Plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Registration Number ). HSBC Bank Middle East Limited ( HBME ) is regulated by the Jersey Financial Services Commission. HSBC Bank plc/hbme make no guarantee of its accuracy and completeness and are not responsible for errors of transmission of factual or analytical data. No liability is accepted whatsoever for any direct, indirect or consequential loss arising from the use of this document. All charts and graphs are from publicly available sources or proprietary data. The opinions in this document constitute the present judgement of HSBC Bank plc/hbme, which is subject to change without notice. This document is intended for the use of eligible counterparties, institutional or professional customers (as defined by the FCA or JFSC) and is not intended for the use of retail or private customers. No consideration has been given to the particular investment objectives, financial situation or particular needs of any recipient. The issuance of and details contained in this document, which is not for public circulation, does not constitute an offer or solicitation for, or advice that you should enter into, the purchase or sale of any security, commodity or other investment product or investment agreement, or any other contract, agreement or structure whatsoever. Neither HSBC Bank plc, HBME, nor any HSBC Group affiliates are advising you in respect hereof; accordingly prior to making an investment decision, you should conduct such investigation and analysis regarding the product(s) described herein as you deem appropriate and to the extent you deem necessary obtain independent advice from competent legal, financial, tax, accounting and other professionals, to enable you to understand and recognise fully the legal, financial, tax and other risks arising in respect of such product(s) and the purchase, holding, and sale thereof. This document is intended to be distributed in its entirety. Reproduction of this document, in whole or in part, or disclosure of any of its contents, without prior consent of HSBC Bank plc/hbme is prohibited. Unless governing law permits otherwise, you must contact a HSBC Group member in your home jurisdiction if you wish to use HSBC Group services in effecting a transaction in any investment mentioned in this document. Nothing herein excludes or restricts any duty or liability of HSBC Bank plc to a customer under the Financial Services and Markets Act 2000 or FCA Rules.