HSBCnet FX AND MM TRADING. Troubleshooting and Minimum System Requirements

Transcription

1 HSBCnet FX AND MM TRADING Troubleshooting and Minimum System Requirements

2 Troubleshooting If you experience any of the following symptoms, refer to the recommended sections for appropriate actions. SYMPTOM: The applet fails to launch SEE SECTION: Java installation Data Execution prevention (DEP) Data Execution Prevention Troubleshooting Microsoft has recently introduced Data Execution Prevention software which prevents FX + MM Trading from launching; essentially the software had been introduced to Microsoft XP Professional Service Pack 2 and Windows 7. Applet launches but differs in colour/ appearance Client Login error when connecting Incorrect display, eg no prices Intermittent connection Sluggish/Slow/No response Cannot print a deal ticket Cannot export from the archive Deal ticket will not fit on the screen Can t export deal log to Excel Other Security/Firewall settings Proxy settings Java version HOSTS file Network bandwidth PC resources Pop-ups Pop-ups PC screen resolution Enable Active X Advanced troubleshooting If when trying to run FX + MM Trading the above error message appears and the system will not launch, please follow the procedure: 1. Click Start, click Settings, click Control Panel and then click on System. 2. on the 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. Java installation Java is an accepted standard way of safely running complex applications such as HSBCnet via your normal browser, such as Internet Explorer. If you do not already have Java installed then visit to download and install it. If you already have Java installed, you can test your installation. If Java is not operating properly, check your Browser settings as advised here: and here: 5. Click OK on the system Tab and the DEP Error Message should not appear again.

3 Security/firewall settings 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. Proxy settings In the event that you see the following error message, there is a proxy server issue to resolve. Alternatively, amend the Security Setting. From the Internet Explorer Tools menu, choose Security and add *.hsbc.com to the trusted sites.

4 It may be possible to bypass the proxy server. To do this, from the Tools/Internet Options menu choose LAN settings and click on Advanced. Add *.hsbc.com to the Exceptions 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.

5 Java version Running the incorrect version of Java may result in HSBCnet not working correctly. Version is recommended in conjunction with IE 7. To get the recommended version of Java please use the following: Additionally, when Java has been upgraded to 1.5 or above, it will automatically try to upgrade itself to a later version, and this can cause problems with HSBCnet FX and MM Trading. Simply add the following line: trading.markets.hsbc.com And, if you use an internet proxy server, also add you proxy server IP address and name, eg proxy_server_name You can check whether you use a proxy server by means of the Internet Explorer menu Tools/Internet Options and then the Connections tab. Click on LAN Settings to view the Proxy Server section. To stop Java auto upgrading itself : Control Panel > Java. > Update tab In the Update Notification section, check the box that says Check for Updates Automatically In the next window click on the Never Check box HOSTS file The stability of connections to HSBCnet can be affected by internet routing. Although the application will usually reconnect automatically, it will affect performance. The solution is to edit the HOSTS file using Notepad or similar text editor: C:\WINDOWS\system32\drivers\etc\hosts

6 Network bandwidth HSBCnet requires a reasonable quality internet connection in order to operate correctly. 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 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.

7 PC resources The available PC resources can affect the way that HSBCnet operates. It is important that other applications are not competing for resources. Use Task Manager to check CPU and memory use. It is a good idea to delete temporary files occasionally there are separate actions for Browser and Java. Browser Temporary Files: 1. In an internet session, click on Tools > Internet Options > General tab. In the, Temporary Internet Files section click on Delete Files. Check the Delete all offline content box and click OK. 2. Click on Delete Cookies in the Temporary Internet files section, click OK, then close the Internet Options tab. Temporary Java files: From Control Panel, choose Java and then choose the General tab. In the Temporary Internet Files section, choose Settings, then click OK. In the next screen choose Delete Files, click OK and then check both the Applications and Applets and Trace and Log files.

8 Pop-ups You need to allow pop-ups from our website for deal ticket printing and when exporting deal log search results. Look at all of your pop-up blockers including those supplied by Google, Yahoo and other such add-ins. Internet Explorer provides two routes to the Pop-up Blocker Settings: Method 1: Method 2: In your Internet Explorer browser, click on Tools > Internet Options, then choose the Privacy tab. In the Privacy tab, in the Pop-up Blocker section, click the Settings button. As before, in the field address of Web site to allow, type in the address *.hsbc.com. Click Add, then Close. In your Internet Explorer browser, click on Tools > Pop-up Blocker > Pop-up Blocker Settings. In the Pop-Up Blocker settings form, in the field address of website to allow, type in the address *.hsbc.com. Click Add, then Close.

9 PC screen resolution The resolution on the screen is not high enough. To change this: Click on Start > Control Panel > Display > Settings. In the Screen Resolution section move the arrow to the right hand side (towards More). Active X In order to be able to export your Deal Log to Excel, you need to have your Active X controls enabled. In an internet session choose Tools > Internet Options and then the Security tab Select Internet from the select a Web content zone to specify its security settings and then click the Custom Level button In the next screen, scroll down to the initialize and script ActiveX controls not marked as safe to Enable or Prompt

10 Advanced troubleshooting In some cases it is possible to diagnose symptoms using the Java console. Enable the Java console from the Java Control Panel Advanced tab: The Java console will help to identify certain fault conditions. Contact your HSBCnet support representative and send them the text in the Java console.

11 Minimum System Requirements Java Virtual Machines Version STATUS Microsoft Build 3810 Supported Sun 1.3 Prohibited due to known issues Sun 1.4n Prohibited due to known issues Sun 1.5n 1.5.0_06 and greater Supported Sun 1.6n 1.6.0_05 recommended in conjunction with IE 7* To check Java To check which version of Java is being used : Select Tools and then Internet Options from the Internet Explorer menu. Then click on the Advanced tab and scroll half way down. You will then see a Java (Sun) section which will contain the version number of the Java that is installed on the machine.. Version 1.6.0_05 is recommended in conjunction with IE 7. To get the recommended version of Java please use the following: Hardware recommendations PC Minimum Recommended Specifications Pentium processor 600 MHz 1.70 Ghz Intel Pentium and above Main memory 256 MB 512 MB and over (RAM) Disk space (virtual 348 MB 768 MB and over memory) Temporary 50 MB 50 MB and over Internet files folder To check hardware To check main memory My Computer > C:Drive > Right Click > Properties To check disk space/processor speed Windows NT > Start > Programs > Administrative Tools > Windows NT Diagnostics > Memory/System Windows XP > Start > Programs > Accessories > System Tools > System Information Windows Vista > Right Click My Computer and choose Properties

12 Internet browsers MICROSOFT MINIMUM/ COMMENTS IE VERSION RECOMMENDED/ SUPPORTED 5.5 Supported ONLY with MS JVM 3805 or higher. Service packs 0 and 1 are supported, but service pack 2 is recommended 6.0 Supported Version 6.0 does not include a default JVM. If the installation is an upgrade from previous version the JVM is preserved. A new JVM can be downloaded from SUN 6.0 SP2 Supported Recommended with JVM 1.5.0_15 and JVM 1.6.0_ Recommended Supported with Sun JVM 1.6.0_03 05 (05 recommended) Apple Safari Prohibited Prohibited due to known issues Mozilla Firefox Not Supported or Recommended Only browser known to work with Apple Macs although unsupported Google Chrome IE 8.0 Not supported or recommended Not supported or recommended To check properties of internet browser Version of Internet Explorer Open Internet Explorer > Help (on the top tool bar) > About Internet Explorer. Internet Explorer Properties Right click on Internet Explorer > Properties > Advanced > Uncheck. Automatically check for Internet Explorer updates (under Browsing) Netscape 6.2 and 7.0 are also supported Operating systems (MS Windows supported versions) WINDOWS MINIMUM/ COMMENTS VERSION RECOMMENDED SUPPORTED 2000 Recommended Use ONLY with service pack 2 or above XP Supported ONLY with service pack 1 or above Vista Not Supported Will work with 1.6 of Sun Java MAC OS Not Supported or recommended

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