Troubleshoot VisualHFT
Use a repeatable evidence-first workflow for startup, connector, data, plugin, rendering, and replay problems.
Use this workflow for VisualHFT Core and Pro. Source-build failures have a separate open-source troubleshooting guide.
Minimum diagnostic record
Capture:
- VisualHFT version and release channel;
- Windows version;
- provider and symbol;
- connector and plugin versions;
- time of the failure with timezone;
- last healthy data timestamp;
- exact error text or notification details;
- whether another venue, symbol, or workspace is affected.
- the exact plugin status and provider status;
- the smallest sequence that reproduces the failure.
Application logs are stored under %LocalAppData%\VisualHFT.UserData\Logs. Remove credentials, tokens, account identifiers, and licensed market data before sharing logs or screenshots.
Symptom routing
| Symptom | First checks |
|---|---|
| Application does not open | Installer signature, installed version/channel, Windows event details, newest application log |
| Connector never reaches started | Network access, credentials if required, symbol, venue status |
| Depth is present but trades are absent | Trade subscription, instrument activity, connector notification |
Study remains N/A | Input type, provider/symbol match, warm-up window, entitlement |
| Charts freeze while data continues | Rendering mode, GPU driver, workspace density, UI notifications |
| Replay produces unexpected timing | Recorded time range, replay speed, virtual clock progression, event ordering, live-routing state |
| Plugin is missing | Marketplace visibility, ownership/plan, compatible version, delivery, dependency verification, load error |
Isolate one variable
Reduce to one connector, one liquid symbol, Multi Venue Prices or one order-book surface, and no optional study. Add components back one at a time. This separates connector, calculation, and rendering failures.
Preserve the failing boundary
- For authentication or entitlement, capture the account state and exact message without exposing a token.
- For a connector, capture its status, provider status, symbol, last event time, and whether another connector works.
- For a study, capture its configured provider/symbol, required input type, warm-up window, and status.
- For a chart, capture whether data continues elsewhere, graphics adapter and driver, rendering path, and workspace density.
- For a delivered plugin, run the checks in Plugins and integrations before copying files or reinstalling.
- For replay, capture the session path, recorded range, selected speed, routing indicator, and first timestamp that differs from expectation.
When to escalate
Escalate with the minimum diagnostic record and a short reproduction sequence. Include whether the issue is repeatable on a new workspace. Do not include API secrets, access tokens, or private market data.
If the same minimal sequence fails after a normal restart, escalate with the captured record and the relevant log interval. Avoid attaching the entire user-data directory unless support explicitly requests it.