Prerequisites
- Keep the broker platform available so you can verify positions, working orders, connection state, and account permissions.
- Record the exact visible status or message before changing settings.
- Avoid repeated order submissions, reconnect loops, or restore attempts while the cause is unknown.
Copying, quantity, and follower position problems
| Problem | Check first | What to look for | Next action |
|---|---|---|---|
| A follower receives no order | Confirm the profile is Active, the follower is engaged, both broker links are connected, and the follower quantity is at least one. | A paused or Issue profile, a disengaged follower, a zero floored quantity, a locked account, or an unavailable broker route. | Follow the profiles and sizing checks |
| A follower receives the wrong quantity | Compare the leader order quantity with floor(leader quantity × follower ratio). | Whole-contract flooring, a ratio below 1.0, Cross Order mapping, or an edited profile. | Review ratio examples |
| A follower is out of sync | Stop new leader activity and compare net positions at the broker. | A transient fill difference during the delay, a rejected close request, a disconnect, or multiple open instruments. | Use the follower protection recovery |
| A follower holds the opposite position | Stop new leader activity and verify both accounts at the broker immediately. | Opposite-direction protection waiting, flattening, disengagement, or failed broker acceptance. | Review opposite-direction protection |
| A profile is Temporarily paused | Open the banner or profile status detail and identify the missing prerequisite. | Reconnect or market-data recovery, a temporary account condition, or a pending stop/start transition. | Read the profile status table |
| A profile shows Issue | Read the profile banner before restarting anything. | A blocking profile, account, connection, or copying problem that requires action. | Interpret dashboard statuses |
Connections, accounts, market data, and Live P&L
| Problem | Safest first check | Expected state | Continue with |
|---|---|---|---|
| A connection will not connect | Check internet access, the selected environment or system, and the exact connection message. | Connected with the expected accounts discovered. | Tradovate setup |
| A connection keeps dropping | Check the network and broker status before repeatedly reconnecting. | A stable Connected state without repeated reconnect banners. | Review connection and copying effects |
| Tradovate login does not return | Finish authorization in the same browser session and return to the waiting Copilink window. | The OAuth window closes or confirms completion and Copilink discovers accounts. | Recover Tradovate OAuth |
| A Rithmic system does not load | Re-enter the username and password, load systems, then confirm the selected server location. | A system list appears and the intended system can connect. | Recover Rithmic system loading |
| An account is missing | Confirm Demo versus Live or the selected Rithmic system, then reconnect once. | The account appears under the correct broker link and environment. | Check account discovery |
| Market data is unavailable | Confirm the broker connection and market-data entitlement for the instruments being traded. | Available or Active for required instruments. | Read market-data statuses |
| Live P&L is Waiting | Read whether it is waiting for connection or market data. | Ready or Active after prerequisites arrive. | Read Live P&L statuses |
| Reduced protection appears | Stop assuming P&L-based rules are fully current and inspect the warning detail. | Active after current market data and account state recover. | Understand reduced protection |
| Live P&L is Unavailable | Use the banner reason to check broker connection, account snapshots, and market data. | Active before relying on P&L-based protection. | Review P&L dependencies |
Risk settings and account states
| Problem | Check first | Meaning | Next action |
|---|---|---|---|
| An account shows Needs attention | Open the account detail and read the named requirement. | A setting, connection, P&L input, or account condition needs review. | Review account risk prerequisites |
| An account shows Limit hit | Stop new trading and verify the account at the broker. | A configured actionable rule triggered; close-out or disengagement may be in progress or may have failed. | Recover after a limit |
| An account is Locked | Read the lock reason and trading-day boundary; do not attempt to trade around it. | Copilink blocks new copying for the locked account until its verified reset condition. | Compare Limit hit and Locked |
| Risk settings will not save | Check required numeric inputs, rule dependencies, and whether the account is in a state that allows editing. | Valid values save and the account summary reflects the rule. | Configure account risk limits |
History, cloud sync, backups, updates, and access
| Problem | Safest first check | Do next |
|---|---|---|
| A trade is missing | Refresh the Trade log and confirm Copilink was open and received the broker event. | Review history boundaries |
| A trade will not open on the web | Check its cloud-link state and run Sync now once if cloud sync is enabled. | Review cloud-link states |
| Cloud sync is delayed | Confirm internet and account access, then use Sync now once and read the result. | Check sync behavior |
| Backup fails | Choose a writable destination with sufficient space; do not move the live database manually. | Create a backup safely |
| Restore fails | Stop copying, keep the existing backup file unchanged, and verify that it is a Copilink backup. | Review replace-not-merge behavior |
| An update fails | Keep using the installed version, note the exact stage and message, then retry after checking network and free space. | Troubleshoot app updates |
| Sign-in or license validation fails | Check credentials, internet, system clock, plan state, and the device allowance shown online. | Recover account access |
When to contact support
Email support@copilink.com when the safe checks do not restore the expected state. Include your Copilink email, platform, installed version, broker and environment, affected account labels, profile status, exact message, time and time zone, and the checks already completed.
What success looks like
- The visible status returns to its expected ready or active state.
- The broker platform confirms the intended positions and working orders.
- A small simulation test produces the expected Activity and Trade log entries before live use resumes.
Troubleshooting
- If several symptoms begin together, solve connection and broker-account state before changing profile or risk settings.
- If a recovery action could create, cancel, or close exposure, pause and verify at the broker before and after it.
- If the same failure repeats, stop retrying, capture the exact state, and contact support@copilink.com.
Still stuck? Open the full troubleshooting guide or email support@copilink.com.