How to Submit a Support Request 18


Basic understanding of MT4 ->
-> please watch the Videos in Section 1


Before submitting the request ->
-> please read the FAQ in Section 2


If you still need to submit the request ->
-> please follow the Steps in Section 3

 

Section 1 – MT4 Tips&Tricks on Video

Even if you have been using MT4 for some time, we suggest you to watch the videos listed below (especially the first 3 videos) because many of our products involve calculations on multiple financial instruments and timeframes simultaneously, therefore it is important that the trading platform has a proper setup.

Section 2 – FAQ (Frequently Asked Questions)

Q. I just bought your product, but I didn’t receive anything. When are you going to send my software package and instructions?
A. You should receive an automatic email shortly after your purchase directly from our merchant (RegNow). The email contains the links for downloading the product and all the instructions for installing and using it. Please check your spam folder if you don’t see this email in your inbox.
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Q. I visited the download page of your product but I cannot find any “mq4″ file, how can I install the product?
A. The “mq4″ files are not needed for installing properly our product. We only deliver the “ex4″ (executable) files and possibly some “set” and/or “tpl” files. Just follow the installation instructions we provide and you’ll be OK.
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Q. I just bought your product and installed it, but I get an “Authorization Failed” message on screen, why?
A. Please allow 24 hours from the moment you made the purchase before we activate the license. Usually licenses are activated within few hours.
Also make sure the input setting “e_mail” has a proper value. It must contain the email address you used when purchasing this product.
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Q. I just filled in the online form to change the live account number associated to my license, but I get an “Authorization Failed” message on screen, why?
A. Please allow 24 hours from the moment you submit the form before we activate the license. Usually licenses are activated within few hours.
Also make sure the input setting “e_mail” has a proper value. It must contain the email address you used when purchasing this product.
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QI cannot make Guardian work on my system, please advice.
A. We have dismissed the use of Guardian. It is not needed anymore on any of our products. Please uninstall it and use our proprietary protection mechanism instead (Cerbero). Just download the file Cerbero.dll from pimpmyea.com/downloads/cerbero.html and put it in the “experts/libraries” folder of your trading platform. Then restart your MT4.
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Qinstalled the indicator/EA but when I attach it to a chart it seems not to be working properly, what’s the problem?
A. If you use the operating system Windows Vista, Window 7, or Windows 8, you may encounter several problems working with your MT4 platform. We always suggest to run the trading platform “as administrator” on these versions of Windows. That means you should right click on the “terminal.exe” file in yout MT4 installation folder and choose the option “Run As Administrator” in the drop-down menu. You may also open the “Properties” window of this file, select the “Compatibility” tab and check the flag “Run this program as administrator”, so you are sure that “terminal.exe” will be always executed as administrator.

QI have an indicator/EA running on my platform that uses Cerbero.dll. I want to install another one of your products on the same MT4 platform. Do I need to install Cerbero.dll again?
A. No you don’t. Cerbero.dll is the same file for all our products.
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QI installed the EA and I can see the smiling face in the top right corner, however there is no textual interface on screen, what’s wrong?
A. Probably the file “Cerbero.dll” was not correctly installed into the “experts/libraries” folder of your MT4. It may be missing or it may be corrupted. In any case just download the latest version from pimpmyea.com/downloads/cerbero.html and put it in the “experts/libraries” folder (make sure you overwrite the older file if necessary). Then restart your MT4.
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Q. I installed the indicator/EA but when I double click on it in the Navigator window nothing happens, what’s wrong?
A. Probably the file is corrupted. In our experience this can happen quite frequently when files are downloaded “directly” from our download pages on Dropbox. Please visit again the download page and download the whole content of the page as a zip file using the “Download” button in the top right corner of the page. Then unzip the file and put its content in the proper folder(s), making sure you overwrite the previous file(s).
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Q. I just installed the indicator/EA in the proper directory within my MT4 installation folder, but every time I start MT4 the indicator/EA doesn’t show up in the Navigator window and it is also removed from the directory, what’s wrong?
A. If MT4 automatically removes a file that means the file is corrupted. In our experience this can happen quite frequently when files are downloaded “directly” from our download pages on Dropbox. Please visit again the download page and download the whole content of the page as a zip file using the “Download” button in the top right corner of the page. Then unzip the file and put its content in the proper folder(s), making sure you overwrite the previous file(s).
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Q. The EA seems to be working just fine (the textual interface is ok), but when I know it should open a trade it just does nothing, what’s the problem?
A. The most common error is a lot_size not properly set in the input settings. As an example the user specifies lot_size=0.01 (1 microlot) on an account which only allows minilots. Please press F7 to open the input settings window of the EA and check all parameters related to lot_size.
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Q. I installed One4All server and client EAs but they don’t see to communicate with each other, what’s wrong?
A. Many times that happens because the client has not enough privileges for writing information into the server’s folder. And the reason is because the MT4 installation folder is within “C:\Program Files” (or similar directory) in a Windows based PC. We always suggest to install each MT4 platform outside “C:\Program Files”. That usually fixes a lot of issues not only with One4All, but with many other indicator and EAs.
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Q. I attached the EA to a chart for the first time few days ago but it has not opened any trade yet. Is this normal?
A. Some of our EAs wait a breakout or a reversal to occur in the market before entering their very first trade, therefore you may need to wait few days before seeing the first trade opened. This is especially true if the EA is applied to a 4H chart (or higher timeframe). You can try and run the EA on the M1 or M5 chart of a new demo account (if the EA can operate on such timeframe) just to make sure that it actually opens and manages trades as expected. Another suggestion is to read the messages displayed in the “Experts” tab of MT4: they may show some errors/warnings explaining why the EA cannot execute trades. One very common pitfall why an EA doesn’t execute trades is because the lot_size specified in the settings is wrong (e.g. the user inputs zero; or the user inputs microlots on an account where only minilots are allowed).
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Q. I just attached the EA to a chart and it seems to be working fine, can I leave it unattended on my PC or VPS for a few weeks or months?
A. In theory that is possible, however we warmly suggest you not to do so, especially if you have not any previous experience with that EA. All robots should be monitored regularly, because a lot of things can happen that prevent them from working regularly. As an example: an MT4 crash due to the EA itself or other third-party products; a loss of Internet connection; a crash of the whole PC or VPS; a failure of the communication between the MT4 and the broker’s server; some unexpected bug never reported before, etcetera. Unfortunately unforeseen events like these happen all the time, that’s life. You should also consider the possibility of having set wrong input parameters or wrong timeframe for the EA, so you’d better realize that there is something weird going on on your account sooner than later. We suggest to restart the MT4 on each week-end and to give a look to log files in the “experts/logs” folder to see if there is any error/warning message. Then you can safely remove the log files (this is useful when running the EA on a VPS with limited hard-disk space).

Section 3 – Information that Must be Provided when Submitting a Support Request

If you still haven’t received your product within a few hours from your purchase, please send an email to support attaching a receipt or the order ID.

If you have already installed the product and it doesn’t work after reading the FAQ above, please provide as much information as possible:

  • name of the product
  • operating system (OS) used on the PC or VPS where the MT4 is running
  • login into the OS (as administrator or not)
  • broker name
  • MT4 build version
  • MT4 installation directory (it should be outside “C:\Program Files”)
  • a screenshot of the chart where the indicator/EA is running
  • a zipped copy of the last log file available
  • any other information that you may deem useful for tracking down the issue

In the “old” MT4 platforms the log files are located into the “experts\logs” folder of the MT4 installation directory. In the “new” MT4 platforms (build number 600 and higher) please use the “File > Open Data Folder” menu and locate the log files in the “MQL4\Logs” folder.

You can contact us with the contact form here:
http://pimpmyea.com/about/

or send an email to pimpmyea@gmail.com with the name of the product (e.g. “PotenzaFX”, “DuettoFX”, etc.) in the subject line.

Thanks for having read this page and for your kind collaboration :-)

 


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18 thoughts on “How to Submit a Support Request

  • Maria

    I got your fxmatrix and followed all the instillation…

    but I don’t understand step3. Here is what is says to do:

    3. Customize each template (.tpl file):

    A) open the file with a text editor (like Notepad)

    B) replace each occurrence of “e_mail=” with “e_mail=roger@my.email” (assuming “roger@my.email” is YOUR personal authentication email)

    C) save the file

    The problem is when I use the word pad and look into the template file…there is no “e_mail=” to be found in any of the six templates that i need to put my email in. What do I do?

  • Jeff

    Hello,
    I followed the steps on this page where the answer is written in Red (under the question “installed the indicator/EA but when I attach it to a chart it seems not to be working properly

    so…I cannot even run my MT4 as an administrator in order to make OndaFX to run. What do I do next? I want this to work

    Jeff

    • Paolo Post author

      Hi Jeff, if you still have issues with OndaFX please send an email to support and we may schedule a free TeamViewer session. Ciao, Paolo

  • Mike

    Thanks Andrea.
    Do you have any instructions on the procedure of how to strategy test this EA, so that SL/TP etc can be tested for each currency pair?

    Mike

  • Stefania

    Hi,
    Can you please send me an email with the free renko kit because the “sign up” form it’s still not working.
    Thank you very much!

    • Paolo Post author

      Dear Stefania, please check your inbox, I’ve just sent you the instructions you need for the Free Renko Kit.

  • Brad

    Hi
    Just download Renko stuff, have followed instructions carefully, everything seems ok, have smiley but don’t see any comment (top left corner) as stated into video then I have no M1, M2 (into offline mode)
    Have 625 V
    Need some advice please
    Thanks

  • Alexis

    Hi,
    i’m just trying the Renko Kit v4.12
    on my MT4 Build711
    it works fine, but after few minute the price on the Renko chart (on M2 i.e.) is freezing.
    however the EA is still runing and the connexion to the broker alive of course.
    when i restart the terminal it works and same issue after few minutes.
    i’ve only open 5 or 6 chart Renko and i’m using the default settings on the EA B625_RenkoLiveChart_Pimped_v4″
    thanks in advance for your help.

    kind regards

  • Carl Phillips

    Hi,

    I’m getting the following error when adding the DuettoFX indicator to an MT4 hour chart:
    2015.07.27 20:21:08.788 zero divide in ‘B745_DuettoFX.mq4′ (452,23)

    Thanks,
    Carl