I’m experiencing latency issues with the trading platform.

If you notice issues with your trading platform lagging, freezing, or some other platform functionality problem that's affecting your Trading Combine, we're here to help. While we are sure you have this part covered, let's first check the basics for your particular device. 

General Platform Troubleshooting Steps: 

  1. If on a Windows machine, please ensure you are up to date with Windows Updates. 
  2. Please ensure that you have restarted your device recently. We recommend this be part of your daily routine. 
  3. Please ensure your computer is powerful enough to have excess capacity.  Our recommended requirements are: 
    1. RAM - Minimum of 8GB of RAM, but 16GB is better
    2. Processor - You need a processor with at least 4-6 cores (i5), but more is better (i7, i9, or M1)
    3. Hard Drive – Use a Solid State Drive (SSD) with at least 250 GB storage.
  4. If you are running tick charts, please try a larger time frame.  You will generally need much more computing power to run tick charts, and performing this test could help isolate your issue. 

System Issue Escalation Steps:

Now that’s out of the way, let's gather some details about your issue. Please provide the following information, and email us at support@topstep.com where our Support Team will be glad to assist you further.

Please get in touch with our Support Team and provide the following information: 

  • Behaviors Experienced: 
    • i.e., lagging, freezing, unable to exit positions
  • Account Number Impacted
  • Date & Time the issue occurred
  • Order ID Number 
  • Which product(s) 
    • i.e., NQ, CL
  • Any screenshots of recordings that you're able to provide 
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