I have since January of this year a consolidated account with a total of 2 accounts linked in it. Up until last year, I had kept my 2 accounts separate, but they finally cornered me and forced me to get these consolidated. I have a new automated system which is always in the market, and a few weeks ago, while I was still trading it on my separate IB sim account, I added a visual to that strategy to display an alert when the strategy position doesn't match the account position (this is the only trading that goes in the account, so they should always match). Traded like that a couple weeks, then Tuesday last week I took my 24/7 strategy from sim to live. Just 2 days later, I got the visual alarm on the chart, warning me of a discrepancy between the account position and the strategy position. It took me a couple of hours to find that, despite the TWS trading page(s) showing correctly my current position (I checked with the help desk), the TWS account window was showing outdated information (which was short -1, while I was long +1), and apparently it is that information which is sent to Ninja. I took a screen shot & created a ticket. At the session close, I closed then restarted TWS, and all was good again. The next day just before the close (24h later), got a response from tech support saying my current position was short, so wondering what the issue was (of course - there were a few trades in between), and suggesting me to call back next time the issue arise. Today, a similar discrepancy got flagged again. I called the tech support, which ask me to take a screen shot & send it (CTRL + ALT + H does it automatically, I just found out). Then, the person asked me to log out of TWS, to perform java cache clearing, java reinstall & what not. I refused, having a trade on ("always on"), so she suggested to call on Sunday from 1pm to perform those operations. Then, she transferred me to an API support person, who told me TWS *requires* to be restarted every day, and since I keep my connection alive, it is all my fault. Well, I think this is BS, the problem only started to appear once I moved from a single account (sim) to a consolidated account (live), and I highly suspect it has to do with TWS unable to keep track correctly of 2+ accounts . So, if those of you reading this post with multiple accounts consolidated, could check your TWS account window after each trade, and confirm if a similar issue exists for you or not, it would be really helpful, as I was told I am the only one in that situation, bla bla bla. Thanks in advance!
Thank you very much for using proper channels (a call to our customer support) to escalate this. I would like to give you an update - we have been looking at this as soon as you called us; this problem indeed seems to be localized to you. Please reach out to us if/when this happens again, in a meanwhile we will continue analyzing records you gave us to see what might have gone wrong, we will keep you posted.
I had another instance of this yesterday, and I called IB tech support & provided all logs again. This time it was very clear that TWS stopped tracking my 2nd account status as soon as there was a trade opened in the 1st account - the "Last updated" banner at the bottom of the TWS account window was showing 10:27, and I had had a system taking a trade in my 1st account at 10:28am. I am not sure the tech person took note of that, as he was obviously focusing on when I had restarted TWS last, and even though that was 22h ago, he kept asking me in a loop : "but how often do you restart TWS".
Well, at 1:20pm EST on Sunday I have already called 4 times since 1pm EST, every time I get a message saying that "all customer service centers are closed, please call back during normal business hours". Really brilliant, when the Support/Contacts page in Account Management says US service center opens 13:00-19:00 New-York time on Sundays, and when I was suggested to call this Sunday from 1pm, I asked for confirmation, given this is Easter Sunday, but no, I was told support will be available as usual.
So I called at 1:01pm EST, 1:03pm EST, 1:10pm EST, 1:20pm EST, 1:28pm EST, 1:52pm EST, 2:08pm EST, 3:08pm EST, and always got the same "closed" message. I am done with this for today. Well done, really great customer support IB
There is a problem with TWS version 937.2, Mar 20, and third-party software. TWS itself and BookTrader show Market Depth properly but programs like ButtonTrader and Sierrachart are no longer able to display MD, they show only the inside bid/ask. Since this worked in prior versions I assume IB changed something to the disadvantage of third-party programs.
Just posted 937.2c build has this issue fixed. We have identified and fixed this problem quickly in all browser-accessible releases a while back, however the standalone was not updated yet to a version with this corrected, so we updated it now.
i would appreciate an explanation of this pop up. looks like that my limit order might be 'adjusted\modified' by IB when they feel like it? it says-required by exchange. what exchange? where can i read about it? how do i know,if my orders are modified? it would be also nice to disclose EXACT algo that would lead to customers orders modification. Thank you!
" it would be also nice to disclose EXACT algo that would lead to customers orders modification." you must be joking. the response will be they are changed dependent on the situation. when you miss an execution because of this situation you will not be expressing yourself so calmly.