Troubleshooting and safety
Direct recovery steps for copying, connection, protection, update, access, and broker-state problems.
Questions and answers
Why did a follower receive no copied order?
First confirm the profile is Active, the follower is engaged, both required broker links are connected, the account is not Locked, and the floored follower quantity is at least one. Then read Activity for a skip, reject, or unavailable route.
What should I do when a follower is out of sync or opposite?
Stop new leader activity and compare the leader and follower positions at the broker. Read whether protection is waiting, flattening, disengaged, unavailable, or failed; do not re-enable the follower until the broker state is safe and the cause is resolved.
Does an Active profile mean every protection is ready?
No. Active describes the global profile state. A broker link, market-data source, follower protection relationship, account rule, or Live P&L input can still show a warning or reduced state that changes what is protected.
What does the Broker Links indicator mean?
Broker Links summarizes the current readiness of configured broker connections. Use the connection list for the exact provider, environment, account discovery, and market-data state; do not infer a fixed count meaning that the app does not explicitly show.
What is the difference between Live P&L Ready and Active?
Ready means the required connection and data checks have passed and Live P&L can start when account activity requires it. Active means Copilink is currently maintaining the live P&L view from available broker and market data.
What does Reduced protection mean?
Reduced protection means Copilink has some account information but cannot rely on every current input needed for full P&L-based protection. Copying may continue if the broker route is healthy, so inspect the warning and restore the missing connection, market data, or P&L input.
What should I do when Live P&L is Unavailable?
Read the banner reason, then check broker connection, account snapshot, open positions, and market-data entitlement. Do not rely on P&L-based limits until the state is Active and current; verify account P&L at the broker meanwhile.
What should I do if an app update fails?
Keep using the currently installed version, note whether the check, download, restart, or install failed, and record the exact message. Check network access and free space, retry once, then contact support if the same stage fails again.
What does a Copilink support bundle contain?
The user-facing diagnostic bundle contains app, platform, version, configuration, and diagnostic information needed to investigate a problem. It excludes broker credentials, authorization secrets, and trade contents.
What should I check when sign-in or license validation fails?
Confirm your Copilink email and password, internet connection, system clock, subscription or trial state, and machine allowance. Retry once, refresh access from Account & License, then use the dashboard or contact support if access remains expired, revoked, or over its device limit.
What should I do if backup or restore fails?
For backup, choose a writable destination with sufficient space. For restore, stop copying, preserve the current data and backup files, and confirm you selected a valid Copilink backup. Do not repeat restore attempts or edit the live database manually.