How to Send NinjaTrader Log and Trace Files to Support

When NinjaTrader disconnects, shows an execution error or loses its data feed, support reads its log and trace files to find the cause. With QuantVPS Detect+ on your VPS, you do not send these files by hand. You allow platform log access once, and Detect+ uploads the files. Support can then download them while you share Detect+ with them.

Detect+ uploads the log files of NinjaTrader 8, MetaTrader 4 and 5, Sierra Chart and ATAS.

Step 1: Open Detect+

1. Sign in to your QuantVPS dashboard.
2. If you have more than one VPS: in the top bar, click Selected server and choose the VPS that runs NinjaTrader.
3. In the sidebar on the left, click Detect+.

No Detect+ on this VPS? Use the steps under Without Detect+ below, or see Set up Detect+ monitoring and alerts.

Step 2: Allow Platform Log Access

1. In the Detect+ sidebar, open Settings › Support access.
2. Under Platform log access, click Grant log access.
3. Read the notice. Detect+ uploads the whole log and trace files. They can contain your orders, fills, positions and account names.
4. Tick I agree and click Grant log access.

Detect+ uploads the first files within 30 minutes. After that, it uploads the new lines every 30 minutes.

Step 3: Share Detect+ With Support

Support can download the files only while you share Detect+ with them.

• When support asks for access on your ticket, click Allow for this ticket in the popup. You can also tick Also grant platform log access there, instead of Step 2.
• Or share from Settings › Support access in Detect+.

In your ticket, tell support the date and time of the problem, with your time zone. Support then opens the file for that day.

See or Delete the Files

• The files are under Platform log files in Settings › Support access, by day. Click Download to save one.
• We delete each file 14 days after its upload. To delete them sooner, click Delete all files.
• To stop the uploads, click Withdraw access under Platform log access. Detect+ stops within 5 minutes.

Without Detect+: Send the Files by Hand

Use these steps only on a VPS without Detect+, or when support asks for a file older than 2 days.

1. On the VPS, open File Explorer.
2. In the left sidebar, click Documents.

3. Open the NinjaTrader 8 folder.

   

4. Open the folder named:

   log

   Find the .txt file for the date of the problem. The date is in its name, for example log.20261101.00000.txt.

5. Go back and open the folder named:

   trace

   Find the .txt file for the same date.

6. Attach each .txt file on its own, not in a ZIP, to your ticket reply or the live chat.

If NinjaTrader support asked for the files, send them to platformsupport@ninjatrader.com.

Related articles

• How to Diagnose VPS Issues: Network, Crashes, and Stability
• Set up Detect+ monitoring and alerts
• Common NinjaTrader Errors and How to Fix Them
• How to Rebuild a NinjaTrader Workspace to Fix Stability Issues

Need Assistance?

Our support team is available 24/7. If you have any questions or run into issues, open a support ticket from your QuantVPS dashboard and we'll get back to you as quickly as possible.