Technical help

A. Passwords must be entered in the exact format they were issued. Make sure not to leave any spaces. Example: 12345678. If your password is not accepted you may need to check that the Input Locale/keyboard layout is correct. For example, check that you are not using US keyboard settings on a UK keyboard (as some keys are interchanged). Neither username or password are case sensitive.

A. If you have forgotten or lost your password please call Client Services, 08000 96 96 20 or +44 (0)20 7150 0400. We will only issue sensitive information over the phone once we have verified your identity.

A. A port is an interface through which data is sent and received. The Flash Trading Platform attempts to connect to the server on port numbers 1000, then 443 if that fails and finally port 80. If you are behind a firewall that is blocking access to these ports, the Finspreads Platform will not be able to connect. Please ensure that your firewall is set to allow traffic on these port numbers. In certain circumstances, switching to a different web browser (eg, using Internet Explorer instead of Firefox), may allow you to connect to the server.

A. If you are unable to access the Finspreads website at all, you may find that your IT department has blocking in place on their firewall/proxy server. If this is the case, please ask your network administrator to contact Client Services, 08000 96 96 20 or +44 (0)20 7150 0400, so we can advise them what configuration is required on your network for you to access our site.

A. A personal firewall should not cause you any problems provided it is properly configured.

A. These should not cause you any problems provided they are properly configured and used. These are however one of the most common causes of connection problems, due to mis-configuration, so please check these thoroughly if you have any issues.
There are too many software/hardware firewalls, ad-blockers/pop-up-blockers and anti-virus packages for us to be able to advise on, but more assistance should be available from the vendor’s website. We do not suggest that you connect to the internet without some sort of properly configured firewall or anti-virus protection.

A. If you experience problems viewing the Finspreads website or using the Trading Platform, then deleting your temporary internet files/clearing your cache may resolve the issue. You can do this as follows:

Internet Explorer

Select Internet Options from the Tools menu, select the General tab and the Delete Files button in the Temporary Internet Files section.

Mozilla Firefox

Select Tools then Options then Privacy then in the Cache window click Clear.

A. The Finspreads Trading Platform requires that users have the Flash Player installed in their web browser in order to function. The Flash Player from Macromedia (now Adobe) is a free software that allows you to view content or applications created using the Macromedia (Adobe) Flash product. The Flash Player is small (less than 1Mb) and installs quickly. Flash “movies” as the content is often referred to, range from simple animations and advertisements, through richly interactive content, to games and complex web applications. Many web browsers install Flash Player automatically, but you may occasionally need to upgrade it to the latest version, as improvements to the player are continually being made.

A. If our website detects that your Flash Player requires updating, your browser will be directed to the Adobe/Macromedia site where an automatic update will be initiated. Alternatively, it is possible to download a standalone installer from the Adobe/Macromedia site and run that from your desktop. You can download the standalone installer by following this link:
http://www.macromedia.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

Note: at the time of writing, if you follow this link to the Adobe/Macromedia website to manually download the installer, you will be offered the opportunity to install the Yahoo! Toolbar. This option is enabled by default. You may wish to disable this option before proceeding with the download. The Yahoo! Toolbar is not installed if you receive an automatic update to your Flash Player.

 

 

A. Compared to Java, the Flash Player is much easier to install and configure.

A. You do not need to have Java installed or correctly configured in order to use the Flash Trading Platform. However you do need Java installed in order to view any market tick charts.

A. Yes, Apple computers running OS X.1 or newer are supported.

A. Occasionally you may find that the settings on your computer cause you problems when installing the Flash Player. In the first instance, please visit http://www.macromedia.com/support/flashplayer/ for information.
Below is a brief run-down of problems that you may face, and their solutions.
Common Flash Player installation issues are concerned with security and permissions settings.

Security Settings : Internet Explorer ActiveX settings

It is possible that your browser security settings are set too high to allow the Flash Player to be installed. The 'Medium: Default Level' will allow you to view Macromedia Flash content. For any Custom Level, ensure that both "Download signed ActiveX controls" and "Run ActiveX controls and plug-ins" are not disabled.

To view or change the security settings chosen in Internet Explorer, do the following:

1. Open Internet Explorer.
2. Choose Tools -> Internet Options.
3. Select the Security tab.
4. Choose Internet from the Web Content zones.
5. Click the Custom Level button. (note, clicking the Default button will set your security settings to their default values which should be enough to run Flash content.
6. In the Security Settings dialogue box, scroll down and ensure that the "Download signed ActiveX controls" and "Run ActiveX controls and plug-ins are set to “Enable” or “Prompt”.

If you are having trouble installing Flash Player, make certain that your Internet Explorer security level is not set to High or at a custom level which does not allow viewing of ActiveX controls. *¹

Computer user permissions

For Windows users, user permissions determine whether or not you are allowed to install ActiveX controls or plug-ins. Without Administrator access to your Windows computer, you may not be able to install the Flash Player successfully. Speak to your system administrator if you encounter this issue.

Macintosh OS X users must also have proper access to run the Flash Player on Netscape 6. If you have problems with this configuration, do the following:
Delete the Macromedia Flash Player plug-in from the following directories:

- OSX:LIBRARY:INTERNET PLUG-INS
- OSX:USERS:USERNAME:LIBRARY:INTERNET PLUG-INS

Log in to OS X as an administrator. Reinstall the Macromedia Flash Player plug-in.

Problems using the standalone installer

The following points should help you overcome any problems you may encounter when using the standalone installer:

Ensure that all browser windows are closed, and any software that communicates via
HTTP requests, such as instant messengers or media players, are closed.

Uninstall previous versions of the Flash Player. The Macromedia website provides downloadable utilities that will remove the Flash Player: http://www.macromedia.com/support/flash/ts/documents/remove_player.htm
If this link is no longer current, search for “uninstall flash player” on the Macromedia (Adobe) website.

You may need to restart your browser or machine to complete the update. Close the entire browser completely, then Test Macromedia Flash Player. If this does not work correctly, restart the machine and test again.

If you still encounter problems, please refer to www.macromedia.com.