How to Send Reports

If you experience any technical issues when using MultiCharts, please send us a report via the main MultiCharts window → Help → Feedback.
The support team will respond to the report as soon as possible during the working hours.

If the platform is not responding you can send a report via the Windows Start menu → MultiCharts folder → Feedback.

What do I put in the description field?

In the description field describe the issue in as much detail as possible.
Specify the date and time when the issue happened.
If it’s related to orders, specify the Broker Order IDs of the orders in question. You can find it in File → New → Order and Position Tracker → Logs tab.

Which boxes do I check?

Attach a screenshot

Check this box to demonstrate the issue. If you have a multi-screen setup, screenshots of all the screens will be attached. Make sure the issue is highlighted.
If necessary, send additional screenshots to our support email.

Attach log files to help us understand what happened

Log files contain information about internal MultiCharts processes. We recommend always checking this box when sending reports.

If you have issues with real-time data, make sure extended logging is enabled before sending a report.
To learn how see How to Enable Extended Logging.

Attach minidump for crash analysis

If the platform crashed, or it’s not responding, check this box when sending a report. Minidumps contain information about the crashed process.
It is important to collect dumps at the moment when the issue is reproduced, before MultiCharts is restarted.

Include backup of logs from previous sessions

Check this box if you restarted MultiCharts after the issue happened.

Include rarely used files

Check this box to include the Quik data source log files.

Open workspaces, desktops and active instrument settings

Check this box if the issue is reproduced in a specific setup or if it’s script-related.

Data for all instruments

Check this box to attach data for all the symbols in your database. We recommend sending data only for the active instruments relevant for reporting.

Data for active instruments in the open workspaces

Check this box to attach the data plotted in the open workspaces. Instrument data is required when reporting incorrect data plotting or script calculation issues.

Include tick data

Check this box to attach tick data if it’s important to reproduce the issue you’re reporting.

Active indicators in the open workspaces

Check this box to attach scripts of the indicators used. Always check this box when reporting an indicator script calculation issue.

Active signals in the open workspaces

Check this box to attach scripts of the indicators used. Always check this box when reporting a signal script calculation issue.

We do not use your scripts for any purposes other than investigating the reported issue. Scripts are not stored on our end after the issue is resolved.

Custom resolution plugins

Check this box if the issue you’re reporting is reproduced on a custom resolution chart.

Upload collected data to Help Desk

Check this box to send an email with the report and selected data to the support email. Uncheck this box to save the report on your machine without sending it to the support email.