How to Upload a Diagnostic Bundle From Our Trading Platform

Overview:

Some support related issues require diagnostics files and logs to be uploaded along with screenshots. The information will help our team to investigate and resolve the issue that you are experiencing.

This article will help you with detailed steps on how to upload diagnostics files and logs from our various trading platforms.

We do not monitor the diagnostic bundle repository throughout the day. Should you spontaneously decide to upload a diagnostic bundle, without being instructed by us, please inform our Client Services via Message Center ticket or phone call otherwise your error report will go unnoticed.

Please click on one of the tabs below, according to the platform you are using:

How to Upload Screenshot with Log Files for Trader Workstation (TWS):

  1. Log in to TWS and try to replicate the issue that you are experiencing.

  2. Press ‘Help’ at the top left corner and select ‘Upload Diagnostics’. Alternatively, depending on your Operating System, you can use the following keyboard combinations.

    • For Windows and Linux Operating system: Press Ctrl+Alt+Q.

    • For Mac: Press Cmd+Option+H.

  3. The ‘Upload Diagnostics’ window will appear. You may enter the reason for uploading diagnostics in the text box.

  4. If our representative has instructed you to include previous days logs or select specific options when uploading diagnostics, click the drop-down on the right top corner, select ‘Advanced View’ and tick the correspondent check boxes which will appear on the bottom left part.

  5. Make sure the checkbox ‘Include screenshot of entire desktop’ is enabled and press ‘Submit’.

  6. Do not perform any action/activity on your computer until you see the below pop-up, confirming that the diagnostics have been successfully uploaded.

How to Upload Diagnostics for IBKR Mobile (Android):

  1. Tap the three dots icon in the right top corner and select ‘Upload Diagnostics’.

  2. Add your username in the comment section and tap ‘Upload’.

  1. Tap the three lines icon in the top left corner to open the menu.

  2. Tap ‘Configuration’> ‘Trouble Reporting’> enable the check box next to ‘Debug mode’.

  3. If requested by our representative, enable the check box next to ‘Extended Log’ as well.

  4. Navigate to the page where you are experiencing the issue.

  5. Tap the three dots icon in the top right corner of the screen and select ‘Upload Diagnostics’.

  6. Enter your comments in comment section and enable the checkbox next to ‘Attach Screenshot’. Then tap ‘Upload’.

How to Upload Diagnostics for IBKR Mobile (Android):

  1. Tap five times in a quick sequence on the IBKR logo to open the testing menu.

  2. Under Configuration, enable the toggle button next to ‘Debug mode’.

  3. Tap ‘Send’ next to ‘Upload diagnostics’.

  4. Enter your username in the comments section and tap ‘OK’.

  1. Capture screenshots displaying the issue you are experiencing directly on the phone (pressing together the physical buttons Power + Volume Up).

  2. Tap the option ‘More’ in the right bottom corner of the screen.

  3. Tap ‘Configuration’ and expand the section ‘Trouble Reporting’.

  4. Enable the toggle button next to ‘Debug mode’ and, next to ‘Upload diagnostics’, tap ‘Send’.

  5. The ‘Send Diagnostics’ page will appear. Enter your comments in comment section.

  6. Tap the ‘Attach Image’ button to attach screenshots of the issue that you have previously saved in your camera roll.

  7. Tap ‘Send’.

How to upload diagnostics for IMPACT or IBKR GlobalTrader (Android):

  1. Log in to the app.

  2. Tap the User icon in the top left corner and select ‘Settings’.

  3. Tap the option ‘Advanced’ and enable the toggle button next to ‘Debug mode’.

  4. If requested by our representative, enable as well the toggle button next to ‘Extended Log’.

  5. You will see an ‘Upload Diagnostics’ pop-up. Enter your comments in the field and tap ‘Upload’.

If you need to send us screenshots of IMPACT or IBKR GlobalTrader for Android, you would have to attach them to a Message Center web ticket, as explained here.

How to upload diagnostics for IMPACT or IBKR GlobalTrader (iOS):

  1. Log in to the app.

  2. Capture one or more screenshots displaying the issue you are experiencing directly on the phone (pressing the physical buttons Power + Volume Up simultaneously).

  3. Now tap the User icon in the top left corner and select ‘Settings’.

  4. Tap ‘Advanced’.

  5. Enable the toggle button next to ‘Debug mode’ and tap ‘Upload Diagnostics’.

  6. The ‘Send Diagnostics’ screen will appear.

  7. Enter your comments in the field and tap ‘Attach Image’ to attach the screenshot/s you previously saved in your camera roll.

  8. Tap ‘Send’.

How to upload diagnostics for Client Portal:

A diagnostic trace for Client Portal can be captured following the steps listed here.