Troubleshoot


    General

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    KGI Futures

    • What should I do if I have forgotten my password for KGI Futures system?

      To reset your password, kindly get your User Name ready and contact our IT help desk at +65 6671 1839.
      You will be prompted to change your password upon the first login after reset.
      Your new password must be alphanumeric and not be any previously used password.

      troubleshoot-futures
    • What should I do if I encounter an error message when attempting to start my KGI Futures system?

      Java installation is required for Ong Futures system to start properly. If you encountered the error message shown in the screen shot below, please visit this link http://java.sun.com/products/archive/j2se/6u11/index.html and click on “JRE” to download Java.

      troubleshoot-JRE
    • Why does my KGI Futures system keep getting disconnected?

      Please refer to the "host" icon in the screen shot below. If the icon is:

      1. Green – Please contact our IT support
      2. Yellow – Please click on settings and ensure the IP addresses and ports are similar to the second screenshot below.
      3. Red – Please check the internet connection of your modems, cables or wireless devices.


      troubleshoot-futures

      toubleshoot-network-setting

    • What should I do if the price feed for a market or contract is not updated in my KGI Futures system?

      Please refer to the “Price Feed” icon shown in the screen shot below after you have logged in. If the icon is:

      1. Green - Please contact our IT support or dealers
      2. Black - Please log out of Ong Futures and re-execute your Ong Futures again:
        i. Please ensure that you are logged in.
        ii.Please click on “Settings” and ensure that the IP address and ports are similar to the second screenshot below

      troubleshoot-futures

      troubleshoot-network-setting2
    • What should I do if my trade keeps remaining in “S” status or being rejected “R” in my KGI Futures system?

      Please gather the following information (as shown in the screen shots below) and call our IT help desk at +65 6671 1839 for further assistance:

      i) Detail
      ii) Order ID
      iii) Exchange
      iv) Reason

      Information in the red boxes will be required for tracing the trade and resolving the issue.

      troubleshoot-SGX1

      troubleshoot-SGX2
    • What do the status “S”, “C”, “R” and “F” mean (refer to screen shot below) in the KGI Futures system?

      a. S – Sending
      b. C – Canceled
      c. R – Rejected
      d. F – Filled

      troubleshoot-status v2
    • What is the difference between orders with signs (for example, “#”, “!”) and those without signs?

      a) Orders without signs : exchange accepted orders.
      b) Orders with signs : synthetic orders, which allow traders to have more options on order types.
      c) Orders with “#” : reside in Ong First’s server ( after shutting down your computer, the order will still be working)
      d) Order types with “!” : reside in the trader’s computer.

      troubleshoot-trade1
    • What should I do if the net change/ price reflected is incorrect or not updated?

      Please check “YDSP” price (In the screen shot below), if the price shown is incorrect or not updated properly, call our IT help desk at +65 6671 1839 for assistance.

      troubleshoot-cmelme v2
    • What should I do when my order type is not working?

      Some order types may not be available in the system. For more information of the different types of orders which are available, please contact our dealing desks.
    • What should I do when my contract is not displayed in the system?

      Please log out, login and check your contract again in the left most panel (shown in the screen shot below).

      If you still cannot view your contract after several attempts, please call our IT help desk at +65 6671 1839.

      troubleshoot-sgxq10
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