Troubleshooting & Diagnostics
Collect clean diagnostics for support
Share the exact message and relevant log excerpt without exposing credentials.
- Reading time
- 3 minutes
- Applies to
- MetaTrader 4 & 5
- Last reviewed
- 14 October 2026
Before you begin
Capture only the short period around the issue. Never send an entire log before checking it for passwords, payment details, API keys or remote-access information.
Follow these steps
- 1
Note the terminal time, timezone, platform version and affected symbol.
- 2
Copy the exact Experts and Journal messages around the incident.
- 3
Remove broker passwords, payment details, API keys and remote-access codes. Only share a remote-access code in a ticket where you've asked us for remote setup.
- 4
Paste the cleaned messages into your ticket with what you expected to happen.
Expected result
The ticket contains a focused timeline and the exact relevant messages without unnecessary account data or secrets.