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Tools",[1134,1138,1142,1146,1150,1154,1158,1162],{"id":1135,"title":1136,"feedback_context":1137},"71862533","BasketTrader",{"request_context":23,"type":24,"id":1135,"faq_id":1135,"timestamp":638,"cir_id":26},{"id":1139,"title":1140,"feedback_context":1141},"71862535","BookTrader",{"request_context":23,"type":24,"id":1139,"faq_id":1139,"timestamp":638,"cir_id":26},{"id":1143,"title":1144,"feedback_context":1145},"107121310","OptionTrader",{"request_context":23,"type":24,"id":1143,"faq_id":1143,"timestamp":638,"cir_id":26},{"id":1147,"title":1148,"feedback_context":1149},"71862544","Other Tools",{"request_context":23,"type":24,"id":1147,"faq_id":1147,"timestamp":638,"cir_id":26},{"id":1151,"title":1152,"feedback_context":1153},"71862542","Risk Navigator",{"request_context":23,"type":24,"id":1151,"faq_id":1151,"timestamp":638,"cir_id":26},{"id":1155,"title":1156,"feedback_context":1157},"103826172","Stock\u002FETF 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Charts",{"request_context":23,"type":24,"id":1188,"faq_id":1188,"timestamp":638,"cir_id":26},{"request_context":23,"type":24,"id":1090,"faq_id":1090,"timestamp":989,"cir_id":26},{"request_context":23,"type":24,"id":982,"faq_id":982,"timestamp":1193,"cir_id":26},1794534349295,{"request_context":23,"type":294,"id":627,"faq_id":627,"timestamp":308,"cir_id":26},"https:\u002F\u002Fwww.interactivebrokers.com\u002Fibot",{"@type":1197,"server_version":1198,"session_id":1199,"id":1200,"question":1201,"answer":1202,"navigation":1203,"short_description":1214,"similars":1215,"feedback_context":1253,"slug":1255},"FAQ_BROWSER_CONTENT","JFaqHTTP6;-498661262","2870bdfe-f483-4641-8046-1413afce4dbf","1179652668","How to upload a diagnostic bundle from our trading platform","\u003Cp>\u003Cstrong>Overview:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Some support related issues require diagnostics files and logs to be uploaded along with screenshots. The information will help our team to investigate and resolve the issue that you are experiencing.\u003C\u002Fp>\u003Cp>This article will help you with detailed steps on how to upload diagnostics files and logs from our various trading platforms.\u003C\u002Fp>\u003Cp>We do not monitor the diagnostic bundle repository throughout the day. Should you spontaneously decide to upload a diagnostic bundle, without being instructed by us, please inform our Client Services via Message Center ticket or phone call otherwise your error report will go unnoticed.\u003C\u002Fp>\u003Cp>Please click on one of the tabs below, according to the platform you are using:\u003C\u002Fp>\u003Cp>\u003Cstrong>Trader Workstation (TWS)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Upload Screenshot with Log Files for Trader Workstation (TWS):\u003C\u002Fstrong>\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Log in to TWS and try to replicate the issue that you are experiencing.\u003C\u002Fli>\u003Cli>Press ‘Help’ at the top left corner and select ‘Upload Diagnostics’. Alternatively, depending on your Operating System, you can use the following keyboard combinations.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>For Windows and Linux Operating system: Press Ctrl+Alt+Q.\u003C\u002Fp>\u003Cp>For Mac: Press Cmd+Option+H.\u003C\u002Fp>\u003Col start=\"3\">\u003Cli>The ‘Upload Diagnostics’ window will appear. You may enter the reason for uploading diagnostics in the text box.\u003C\u002Fli>\u003Cli>If our representative has instructed you to include previous days logs or select specific options when uploading diagnostics, click the drop-down on the right top corner, select ‘Advanced View’ and tick the correspondent check boxes which will appear on the bottom left part.\u003C\u002Fli>\u003Cli>Make sure the checkbox ‘Include screenshot of entire desktop’ is enabled and press ‘Submit’.\u003C\u002Fli>\u003Cli>Do not perform any action\u002Factivity on your computer until you see the below pop-up, confirming that the diagnostics have been successfully uploaded.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>IBKR Mobile (Android)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Upload Diagnostics for IBKR Mobile (Android):\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>If you are at the login screen:\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Tap the three dots icon in the right top corner and select ‘Upload Diagnostics’.\u003C\u002Fli>\u003Cli>Add your username in the comment section and tap ‘Upload’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>If you are already logged in to the app:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Tap the three lines icon in the top left corner to open the menu.\u003C\u002Fli>\u003Cli>Tap ‘Configuration > ‘Trouble Reporting > enable the check box next to ‘Debug mode’.\u003C\u002Fli>\u003Cli>If requested by our representative, enable the check box next to ‘Extended Log’ as well.\u003C\u002Fli>\u003Cli>Navigate to the page where you are experiencing the issue.\u003C\u002Fli>\u003Cli>Tap the three dots icon in the top right corner of the screen and select ‘Upload Diagnostics’.\u003C\u002Fli>\u003Cli>Enter your comments in comment section and enable the checkbox next to ‘Attach Screenshot’. Then tap ‘Upload’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>IBKR Mobile (iOS)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Upload Diagnostics for IBKR Mobile (Android):\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>If you are at the login Screen:\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Tap five times in a quick sequence on the IBKR logo to open the testing menu.\u003C\u002Fli>\u003Cli>Under Configuration, enable the toggle button next to ‘Debug mode’.\u003C\u002Fli>\u003Cli>Tap ‘Send’ next to ‘Upload diagnostics’.\u003C\u002Fli>\u003Cli>Enter your username in the comments section and tap ‘OK’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>If you are already logged in to the app:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Capture screenshots displaying the issue you are experiencing directly on the phone (pressing together the physical buttons Power + Volume Up).\u003C\u002Fli>\u003Cli>Tap the option ‘More’ in the right bottom corner of the screen.\u003C\u002Fli>\u003Cli>Tap ‘Configuration’ and expand the section ‘Trouble Reporting’.\u003C\u002Fli>\u003Cli>Enable the toggle button next to ‘Debug mode’ and, next to ‘Upload diagnostics’, tap ‘Send’.\u003C\u002Fli>\u003Cli>The ‘Send Diagnostics’ page will appear. Enter your comments in comment section.\u003C\u002Fli>\u003Cli>Tap the ‘Attach Image’ button to attach screenshots of the issue that you have previously saved in your camera roll.\u003C\u002Fli>\u003Cli>Tap ‘Send’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>IMPACT or IBKR GlobalTrader (Android)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to upload diagnostics for IMPACT or IBKR GlobalTrader (Android):\u003C\u002Fstrong>\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Log in to the app.\u003C\u002Fli>\u003Cli>Tap the User icon in the top left corner and select ‘Settings’.\u003C\u002Fli>\u003Cli>Tap the option ‘Advanced’ and enable the toggle button next to ‘Debug mode’.\u003C\u002Fli>\u003Cli>If requested by our representative, enable as well the toggle button next to ‘Extended Log’.\u003C\u002Fli>\u003Cli>You will see an ‘Upload Diagnostics’ pop-up. Enter your comments in the field and tap ‘Upload’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If you need to send us screenshots of IMPACT or IBKR GlobalTrader for Android, you would have to attach them to a Message Center web ticket, as explained \u003Ca href=\"http:\u002F\u002Fwww\u002Fibconfluence\u002Finteractivebrokers.com\u002Flib\u002Fcstools\u002Ffaq\u002F#\u002Fcontent\u002F35803683\">here.\u003C\u002Fa>\u003C\u002Fp>\u003Cp>\u003Cstrong>IMPACT or IBKR GlobalTrader (iOS)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to upload diagnostics for IMPACT or IBKR GlobalTrader (iOS):\u003C\u002Fstrong>\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Log in to the app.\u003C\u002Fli>\u003Cli>Capture one or more screenshots displaying the issue you are experiencing directly on the phone (pressing the physical buttons Power + Volume Up simultaneously).\u003C\u002Fli>\u003Cli>Now tap the User icon in the top left corner and select ‘Settings’.\u003C\u002Fli>\u003Cli>Tap ‘Advanced’.\u003C\u002Fli>\u003Cli>Enable the toggle button next to ‘Debug mode’ and tap ‘Upload Diagnostics’.\u003C\u002Fli>\u003Cli>The ‘Send Diagnostics’ screen will appear.\u003C\u002Fli>\u003Cli>Enter your comments in the field and tap ‘Attach Image’ to attach the screenshot\u002Fs you previously saved in your camera roll.\u003C\u002Fli>\u003Cli>Tap ‘Send’.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>Client Portal\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to upload diagnostics for Client Portal:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>A diagnostic trace for Client Portal can be captured following the steps listed\u003Ca href=\"https:\u002F\u002Fwww.ibkrguides.com\u002Fkb\u002Fen-us\u002Farticle-3512.htm\"> here. \u003C\u002Fa>\u003C\u002Fp>",[1204,1210,1212],{"id":627,"title":628,"feedback_context":1205},{"request_context":1206,"type":1207,"id":627,"faq_id":627,"timestamp":1208,"cir_id":1209},"faq-browser-public,faq-browser-1:JFaqHTTP6-b455a369-1499-42f4-bfe9-d7ffbd9040a6","FAQ_NAVIGATION",1794534349306,"4c653c86-0e58-4071-bdc9-fed1fd97ff66",{"id":982,"title":983,"feedback_context":1211},{"request_context":1206,"type":1207,"id":982,"faq_id":982,"timestamp":1208,"cir_id":1209},{"id":1074,"title":1075,"feedback_context":1213},{"request_context":1206,"type":1207,"id":1074,"faq_id":1074,"timestamp":1208,"cir_id":1209},"\u003Cp>\u003Cstrong>Overview:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Some support related issues require diagnostics files and logs to be uploaded along with screenshots. The information will help our team to investigate and resolve the issue that you are experiencing…\u003C\u002Fp>",[1216,1229,1237,1245],{"id":1217,"title":1218,"feedback_context":1219,"short_description":1222,"source":1223,"slug":1228},"29088212","How do I upload a document?",{"request_context":1206,"type":1220,"id":1217,"faq_id":1217,"timestamp":1221,"cir_id":1209},"FAQ_SIMILAR",1794534349334,"\u003Cp>\u003Cstrong>\u003Ca href=\"https:\u002F\u002Fwww.interactivebrokers.com\u002Fsso\u002Fresolver?action=NEW_TICKET\">UPDATE DOCUMENT IN CLIENT PORTAL\u003C\u002Fa>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>To upload a document through the IBKR Message Center, log in to \u003Cstrong>\u003Ca href=\"https:\u002F\u002Fwww.interactivebrokers.com\u002Fsso\u002Fresolver?action=ACCT_MGMT_MAIN\">Client Portal\u003C\u002Fa>\u003C\u002Fstrong> and follow the steps for creating a ticket in \"…\u003C\u002Fp>",{"id":1224,"title":1225,"link":1226,"sourceType":1227},"faq","IBKR FAQs","https:\u002F\u002Fprod.ibkr-web.com\u002Fibconfluence\u002Fpages\u002Fviewpage.action?pageId=29088212","FAQ","upload-document-29088212",{"id":1230,"title":1231,"feedback_context":1232,"short_description":1233,"source":1234,"slug":1236},"1179652782","How do I create a screenshot and send for review under the windows operating system",{"request_context":1206,"type":1220,"id":1230,"faq_id":1230,"timestamp":1221,"cir_id":1209},"\u003Cp>\u003Cstrong>Overview:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>For some support related issues, obtaining a screenshot may provide valuable information that will assist us with resolving the issue being experienced. The following page describes two different methods of creating a screenshot…\u003C\u002Fp>",{"id":1224,"title":1225,"link":1235,"sourceType":1227},"https:\u002F\u002Fprod.ibkr-web.com\u002Fibconfluence\u002Fpages\u002Fviewpage.action?pageId=1179652782","create-screenshot-send-review-under-1179652782",{"id":1238,"title":1239,"feedback_context":1240,"short_description":1241,"source":1242,"slug":1244},"672124129","How do I send logs or a screenshot from IBKR Desktop to Client Services?",{"request_context":1206,"type":1220,"id":1238,"faq_id":1238,"timestamp":1221,"cir_id":1209},"\u003Cp>To send a screenshot and upload a diagnostics file from IBKR Desktop to Client Services:\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>From within the app, click the \u003Cstrong>? Support Center icon\u003C\u002Fstrong> from the bottom left side menu.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Troubleshooting\u003C\u002Fstrong> then \u003Cstrong>View\u002FUpload Logs\u003C\u002Fstrong>…\u003C\u002Fli>\u003C\u002Fol>",{"id":1224,"title":1225,"link":1243,"sourceType":1227},"https:\u002F\u002Fprod.ibkr-web.com\u002Fibconfluence\u002Fpages\u002Fviewpage.action?pageId=672124129","send-logs-screenshot-ibkr-desktop-672124129",{"id":1246,"title":1247,"feedback_context":1248,"short_description":1249,"source":1250,"slug":1252},"35811849","How do I send a screenshot from TWS to Client Services?",{"request_context":1206,"type":1220,"id":1246,"faq_id":1246,"timestamp":1221,"cir_id":1209},"\u003Cp>To send a screenshot and upload a diagnostics file from TWS to Client Services:\u003C\u002Fp>\u003Col start=\"1\">\u003Cli>Click on the \u003Cstrong>Help\u003C\u002Fstrong> menu\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Troubleshooting\u003C\u002Fstrong>, then \u003Cstrong>Upload Diagnostics\u003C\u002Fstrong>…\u003C\u002Fli>\u003C\u002Fol>",{"id":1224,"title":1225,"link":1251,"sourceType":1227},"https:\u002F\u002Fprod.ibkr-web.com\u002Fibconfluence\u002Fpages\u002Fviewpage.action?pageId=35811849","send-screenshot-tws-client-services-35811849",{"request_context":1206,"type":1254,"id":1200,"faq_id":1200,"timestamp":1208,"cir_id":1209},"FAQ_CONTENT","upload-diagnostic-bundle-trading-platform-1179652668"]