# Troubleshooting and safety FAQ

> Direct recovery steps for copying, connection, protection, update, access, and broker-state problems.

Last verified: 2026-09-14
Canonical page: https://copilink.com/standalone/faq/troubleshooting-and-safety
Product: Copilink Standalone
Markdown of: https://copilink.com/standalone/faq/troubleshooting-and-safety


## Questions

- [Why did a follower receive no copied order?](https://copilink.com/standalone/faq/troubleshooting-and-safety/why-did-a-follower-receive-no-order): First confirm the profile is Active, the follower is switched on and connected, the account is not Locked, the symbol is in Allowed instruments, and the rounded-down follower quantity is at least one. Copilink also switches a follower off by itself after certain broker rejections. Activity names the reason for every skip.
- [What should I do when a follower is out of sync or opposite?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-should-i-do-when-a-follower-is-out-of-sync): 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?](https://copilink.com/standalone/faq/troubleshooting-and-safety/does-active-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 Connections indicator at the top mean?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-does-the-connections-indicator-mean): It counts the broker connections that are connected right now. A saved connection that is disconnected or failing is not included. Open Connections to see each row's exact state, its accounts, its market data, and the reconnect or fix actions.
- [What is the difference between Live P&L ready and Live P&L active?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-is-the-difference-between-live-pnl-ready-and-active): Live P&L ready means nothing is open right now, so no price is needed yet. Live P&L is always on and just waiting. Live P&L active means you have an open position and fresh prices are updating its P&L. Open a position (one micro contract is enough) and you should see ready turn into active.
- [What does Reduced protection mean?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-does-reduced-protection-mean): No live quote is available for an open Tradovate account, so Copilink is using a recent account-wide balance snapshot from Tradovate instead. Your limits still work, just more slowly, and each snapshot uses one Tradovate API request. Copying is not affected. Add a connection with a real feed if you can, and do not trade right up against a limit while you see this.
- [What should I do when Live P&L is Unavailable?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-should-i-do-when-live-pnl-is-unavailable): Read the banner reason, then check the broker connection, market data for what you hold, and whether the Tradovate snapshot fallback is off under Settings → Live P&L. Copying keeps going, but P&L-based limits for the affected account are not checked until good data returns, so watch your P&L at the broker meanwhile.
- [What should I do if an app update fails?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-should-i-do-if-an-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?](https://copilink.com/standalone/faq/troubleshooting-and-safety/what-does-a-support-bundle-contain): It contains the app version, your operating system, and sanitized recent logs, which Support needs to investigate. Passwords, tokens, connection strings, and sign-in files are never included. You can open an exported bundle with Review a bundle to see exactly what's in it.
- [What should I check when sign-in or license validation fails?](https://copilink.com/standalone/faq/troubleshooting-and-safety/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?](https://copilink.com/standalone/faq/troubleshooting-and-safety/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.

## Sources

- https://copilink.com/standalone/faq/troubleshooting-and-safety
- https://copilink.com/standalone/user-guide