MT4 platform troubleshooting guide

Refer to the official guide on how to install MT4 on Mac computers, written by MetaQuotes Software Corp.

To reset your MT4, follow these steps:

  1. Log in to the HUB.

  2. Click on Password management

  3. Click on the MT4 Server tab

  4. Select your specific MT4 account

  5. Create your password following the provided instructions and then confirm it

  6. Click SAVE CHANGES.

If you do not see your assigned MT4 server on the login window, follow these steps to refresh your server list and log in:

  1. Click on File
  2. Click on Open an Account
  3. Click on the + symbol
  4. Type in OANDA
  5. Press the Enter key on your keyboard
  6. Your server list will be refreshed. Now click on your assigned server.
  7. Click Next
  8. Click on Existing TradeClosedA trade is the actual execution of buying or selling an asset, resulting in a completed transaction. Account
  9. Enter your login ID and password
  10. Click Finish to complete the login.

The MT4 platform will display the Invalid account error message if you have entered the incorrect login ID, password or server.

To resolve the problem, follow these steps:

  1. Double-check your login ID and assigned server.
  2. If your login ID and server are entered correctly, reset your MT4 account password before logging in again.

The MT4 platform will display the No connection error message if you have just installed the platform and have not attempted to log in, or if your platform server list needs to be refreshed.

To resolve the problem, follow these steps:

  1. Double-check your login ID and assigned server .
  2. Refresh your server list and log in again.

The MT4 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 MT4 platform.

The MT4 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 Terminal
  2. Detailed reasons will be shown in the most recent messages.

  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 a live server, find your MT4 server name and ping the applicable server:

      1. For OANDA-v20 Live-1, type ping mt4-ng-trade01.oanda.com

      2. For OANDA-v20 Live-2, type ping mt4-ng-trade02.oanda.com

      3. For OANDA-v20 Live-3, type ping mt4-ng-trade03.oanda.com

      4. For OANDA-v20 Live-4, type ping mt4-ng-trade04.oanda.com

      5. For OANDA-v20 Live-5, type ping mt4-ng-trade05.oanda.com

    3. For a demo server, find your MT4 server name and ping the applicable server:

      1. For OANDA-v20 Demo-1, type ping mt4-ng-practice01.oanda.com

      2. For OANDA-v20 Demo-2, type ping mt4-ng-practice02.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. MT4 with no active indicators should have the CPU usage of approximately 1% or less

      2. MT4 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 MT4 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 MT4 platform log for further investigation.

    A custom indicator is a technical analysis tool created by a community member, not OANDA or MetaQuotes, using the MQL4 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 case of a technical issue on your platform that cannot be resolved with the solutions provided in the previous section, send us an MT4 platform log for further investigation. Follow these steps to retrieve and send us the log:

  1. Click on File
  2. Click on Open Data Folder
  3. Double-click on logs
  4. Email frontdesk@oanda.com with a copy of your log file, or its content of when the issue occurred.