Troubleshooting

If you encounter issues or unexpected behavior on the QuantumExecute platform, here are some troubleshooting tips and common solutions:

• Login Problems: If you cannot log in, first check that you’re using the correct email and password. If you forgot your password, use the “Forgot Password” link to reset it via email. If your 2FA code is being rejected, ensure your authenticator app is in sync (correct time) and you’re entering a fresh code within the time window. In case you’ve lost access to your 2FA device, you will need to contact QE support (with proof of identity) to reset 2FA on your account.

• Didn’t Receive Verification Email: Check your spam or junk folder for the verification email when registering. The email should come from QuantumExecute. If not received within a few minutes, request another or contact support – there might be a temporary email service issue. Ensure you entered your email correctly at sign-up.

• Exchange API Binding Fails: If adding your exchange API key to QE returns an error, double-check the credentials (Key and Secret) are correct. On some exchanges, after creating an API key, you might need to log out/log in or wait a minute before it becomes active – ensure it’s active. Verify the key has trading permission and the IP restriction matches QE’s IP. If QE says “invalid API key” or “connection failed”, try generating a new key. If the issue persists, reach out to support; there may be an integration issue on our end or the exchange may be having API trouble.

• Orders Not Executing (No Fills): If you started an algorithm but see no trades happening:

  • Ensure the start time was set correctly (if scheduled for future, it won’t start immediately).

  • Check if you have sufficient balance on the exchange for the order (if not, the algorithm might not place any child orders).

  • Verify that the market is trading (crypto markets operate 24/7, but certain assets could have low liquidity or the exchange could be in maintenance).

  • If you set a very tight price limit or aggressive parameter (like “don’t cross more than 0.1%”), the algorithm might be waiting for those conditions. Try more permissive settings.

  • Look at the algorithm’s status messages on the platform. If it indicates something like “Awaiting market data” or “Exchange error”, there could be a connectivity issue. In that case, stop the algorithm and try again or contact support if the issue is persistent.

• Strange Execution Behavior: If something about the execution looks off (e.g., too many orders too fast, or large gap in time without orders):

  • Check your parameter settings. Perhaps the participation rate or slice interval is set too high/low.

  • It could be reacting to market conditions – e.g., if volatility spiked, an algorithm might pause due to risk controls. Review the TCA after completion; it might highlight reasons (like “volatility safeguard activated at 10:30 UTC”).

  • If you suspect a bug (for example, the algorithm placed an order outside the intended price range), immediately pause/stop the strategy. Document what you see (screenshots, order IDs, times) and report to QE support for investigation.

• UI Freezes or Errors: If the web interface becomes unresponsive or shows an error:

  • Try refreshing the page or logging out and back in. Sometimes an expired session token can cause issues – re-login often fixes that.

  • Use a supported browser (Chrome, Firefox latest versions). If an older browser or IE is used, switch to a modern one.

  • If the issue is repeatable (e.g., clicking on “Reports” always causes an error), it might be a known bug – report it to support so we can fix it.

• Delayed Updates: There may be a slight delay between real-time execution and what the UI shows (network latency or refresh interval). If you think updates aren’t coming (e.g., you expected a fill but didn’t see it), check your exchange account directly to confirm. Usually, the UI catches up quickly, but if not, a manual refresh should update the status.

• Cancelling/Stopping Issues: If you attempt to cancel a strategy or order and it doesn’t seem to acknowledge:

  • Be aware that cancelling an algorithm will try to cancel all its child orders. If the exchange is under heavy load, cancellations might be delayed. Give it a few seconds.

  • If an immediate stop is needed (market emergency), consider using the exchange’s interface to cancel any open orders as a fallback, then inform QE support.

  • If the platform says an order is cancelled but the exchange still shows it active (rare), contact support with details – we may need to reconcile the state.

• Other Issues: For anything not covered (like difficulty interpreting a TCA report, problems with data exports, etc.), you can consult the documentation (this manual and possibly a separate API document or knowledge base). If that doesn’t help, contacting our support is the best course.

Remember, the QE support team is here to help. It’s useful to provide them with as much detail as possible: your account email, which strategy or order ID had the issue, and the time it occurred. Many issues can be resolved quickly once identified, and we continuously improve the platform by fixing root causes of reported problems.