Collecting simulator log files for troubleshooting | WT Sim

If you are having issues connecting to your simulator (with errors other than a password error), or if you are having connectivity issues, our Support Team may ask you to provide log files so that our developers can take a look into the issue further.

To submit WT Sim log files:

1. Sign into your simulator account.
   
   
2. On your main toolbar, click Help.
    
3. Select Submit Log Files
   
   
4. Select Yes on the pop-up to confirm sending log files.
    
5. Wait about 5-10 seconds until a pop-up displays a confirmation that your log file has been uploaded.
    
6. If you have not already created a ticket with us, email into [email protected] and alert us that your log file has been submitted so we can confirm we received them and investigate your issue. If you are chatting with a team member in our Support Room, simply tell them once the files are submitted and we will confirm our receipt of the files.

Unable to Sign into the WT Sim at all? Follow the guide below to obtain your simulator log file: 

1. On your desktop you may have an icon for the Windows File Explorer
   . If so, click it. Or, press the Windows Key and the letter E at the same time on your keyboard to open File Explorer.
   
   
2. In File Explorer, go to This PC > Windows (C:) and double-click on it to expand.
   
   
   
3. Open the Users folder, and locate the folder with your computer's username (this will be unique to your computer). Click on that folder.
   
   
   
4. Once you click on that folder, you should see folders appear on the right-hand side of the File Explorer. We are looking a folder called AppData.  If you do not see that folder listed similar to the prior image above you can click on View in the menu bar on the top of that window then put a check box in Hidden Items.
   
   
   
5. Once you are able to see the AppData folder you can expand that folder on the left hand side by clicking the arrow or double-click on the right hand side of the window to open it.
   
   
6. Now, locate and open the Local folder.
   
   
7. Finally, locate and open the SterlingTraderPro folder.
   
8. You should see log files contained in there (see image below for example).  Copy all log .txt files and attach those in an email to [email protected] (or attach them in reply back to an existing email/ticket if you are already in contact with our Support Team regarding this).

These log files contain information that will help us more accurately investigate and resolve your WT Simulator issues.