MT5 troubleshooting guide for OANDA Global Markets

If your question relates to how to use a specific platform feature, refer to our MT5 user guide.

The following FAQs are some common issues and solutions to problems users often encounter when using the MT5 platform:

Refer to the official guide on how to install MT5 on Mac computers, written by MetaQuotes Software Corp.

For more information on how to reset your live MT5 account password, refer to our MT5 platform user guide.

For more information on how to refresh your MT5 server list, refer to our MT5 platform user guide.

The MT5 platform will display the Invalid account error message in the Journal tab under Toolbox if you have entered the incorrect login, password or server.

Please refer to the steps below to resolve your log in problem.

  1. Double check your login ID and assigned server
  2. If your login ID and server are entered correctly, please reset your MT5 account password before logging in again.

The MT5 platform will display the no connection error message in the Journal tab under Toolbox if you have entered the incorrect server or if your platform server list needs to be refreshed.

To resolve this issue, refresh your server list and log in again.

The MT5 platform will display the Common error message if there is a technical problem with the platform.

To resolve the problem, follow these steps:

  1. Your platform may be experiencing a server login problem. Refresh your server list and log in again.

  2. You can also reinstall your MT5 platform.

The MT5 platform will display the Off quote error message if there is an issue with the order you have tried to place.

To see why your order was rejected, check the Mailbox tab for details.

  1. Click the Mailbox tab in Toolbox.

  2. Detailed reasons will be shown in the most recent messages.

The MT5 platform may display the trading has been disabled - disabled on server error message in the Journal tab of the Toolbox section.

If your account balance is 0, trading in your account is automatically disabled and an error message is shown. This error has no other practical effects on the functionalities of your MT5 trading account. As soon as your account balance goes over 0, trading in your account will be automatically enabled.

  1. Open Command Prompt (for Windows) or Terminal (for Mac) on your machine and test the following 3 IP connections:

    1. For Google, type ping 1.1.1.1

    2. For the live server, type ping mt5-ogm-live01.oanda.com

    3. For the demo server, type ping mt501-ogm.practice.oanda.com

    Your average connection speed for each of the 3 servers should be between 15-40ms. If it is 50ms or more, go to step 2.

  2. Check if you use a VPN or VPS to connect to our servers:

    1. If no, go to step 3

    2. If yes, disable your VPN or VPS and repeat step 1. Once done, go to step 3.

  3. Open your trade terminal in your standard configuration and do a CPU load assessment:

    1. Open Task Manager (for Windows) or Activity Monitor (for Mac) and locate the application you use to connect to our servers.

      If you use a web app, close the open tabs in your browser not directly related to the trading platform.

    2. Check the CPU usage:

      1. MT5 with no active indicators should have the CPU usage of approximately 1% or less

      2. MT5 with 4 selected native indicators should have the CPU usage of approximately 3% or less.

      The above CPU usage is our estimation. We cannot guarantee that the usage will be the same on every computer.

  4. Check if you have any EA’s (Expert Advisors) or custom indicators active:

    1. If no, send us the MT5 platform log for further investigation

    2. If yes, close all the charts with EA’s or custom indicators, open new charts with no EA’s or custom indicators and repeat step 3:

      1. If the CPU usage decreased, check how your custom indicators impact terminal performance

      2. If the CPU usage did not change, send us the MT5 platform log for further investigation.

    A custom indicator is a technical analysis tool created by a community member, not OANDA or MetaQuotes, using the MQL5 programming language. Custom indicators, such as a custom moving average with specific calculation rules, can be downloaded from the Market tab in the desktop application.

In the event of a technical issue on your platform that cannot be resolved, please send the MT5 platform log to us for further investigation. Please refer to the steps below on how to retrieve and send us the log:

1. Click on File

2. Click on Open Data Folder

3. Double click on logs

4. The log file names are dates. Locate the required log file (based on the date on which the issue occured).

5. Email frontdesk@oanda.com using the subject line MT5 platform log. Write a detailed description of the issue with steps to reproduce it, and attach the copy of your log file for further investigation.