HSBCnet FX AND MM TRADING Troubleshooting and

HSBCnet FX AND MM TRADING
Troubleshooting and
Minimum System
Requirements
Troubleshooting
Data Execution Prevention Troubleshooting
If you experience any of the following symptoms, refer to
Microsoft
the recommended sections for appropriate actions.
Prevention software which prevents FX + MM Trading
has
recently
introduced
Data
Execution
from launching; essentially the software had been
SYMPTOM:
SEE SECTION:
introduced to Microsoft XP Professional Service Pack 2
The applet fails to launch
Java installation
Data Execution prevention
(DEP)
and Windows 7.
Applet launches but
Security/Firewall settings
differs in colour/
appearance
‘Client Login’ error when
Proxy settings
connecting
Incorrect display,
Java version
If when trying to run FX + MM Trading the above error
eg no prices
Intermittent connection
HOSTS file
Sluggish/Slow/No
Network bandwidth
response
PC resources
Cannot print a deal ticket
Pop-ups
Cannot export from the
Pop-ups
archive
message appears and the system will not launch, please
follow the procedure:
1.
Click Start, click Settings, click Control Panel and
2.
on the Advanced tab, under Performance,
3.
on the Data Execution Prevention tab, change
then click on System.
click Settings.
the setting to Turn on DEP for all programs and
Deal ticket will not fit on
PC screen resolution
the screen
Can’t export deal log to
services except those I select.
4.
Enable Active X
Place a tick in the Windows Explorer Check Box
as shown below and click on OK twice.
Excel
Other
Advanced
troubleshooting
Java installation
Java is an accepted standard way of safely running
complex applications such as HSBCnet via your normal
browser, such as Internet Explorer.
If you do not already have Java installed then visit
http://www.java.com/ to download and install it.
If you already have Java installed, you can test your
installation.
http://www.java.com/en/download/help/testvm.xml
If Java is not operating properly, check your Browser
settings as advised here:
http://www.java.com/en/download/help/enable_browser.xml
and here:
http://www.java.com/en/download/help/enable_panel.xml
5.
Click OK on the system Tab and the DEP Error
Message should not appear again.
Security/firewall settings
Proxy settings
Ensure that your firewall(s) are set to permit both .jar and
In the event that you see the following error message,
.zip extensions. Without permission to download these
there is a proxy server issue to resolve.
files, HSBCnet will not run correctly.
Alternatively, amend the Security Setting. From the
Internet Explorer Tools menu, choose Security and add
*.hsbc.com to the trusted sites.
It may be possible to bypass the proxy server. To do
Add *.hsbc.com to the Exceptions
this, from the Tools/Internet Options menu choose LAN
settings and click on Advanced.
If you do not have the admin rights to make the change
then seek help from your network or PC administrator.
If this does not solve the problem, then it may be that
the proxy server is prohibiting access to HSBCnet FX and
MM Trading, ask your local IT/Network support to add
our URL: https://trading.markets.hsbc.com to the proxy
server configuration file which defines sites that do not
need authentication.
Java version
Simply add the following line:
Running the incorrect version of Java may result in
193.108.78.248 trading.markets.hsbc.com
HSBCnet not working correctly.
And, if you use an internet proxy server, also add you
Version 1.6.0.05 is recommended in conjunction with
proxy server IP address and name, eg
IE 7. To get the recommended version of Java please use
123.123.123.123 proxy_server_name
the following:
http://java.sun.com/products/archive/j2se/6u5/index.html
You can check whether you use a proxy server by means
of the Internet Explorer menu Tools/Internet Options and
Additionally, when Java has been upgraded to 1.5 or
then the Connections tab. Click on LAN Settings to view
above, it will automatically try to upgrade itself to a later
the Proxy Server section.
version, and this can cause problems with HSBCnet FX
and MM Trading.
To stop Java auto upgrading itself :

Control Panel > Java. > Update tab

In the Update Notification section, check the box that
says ‘Check for Updates Automatically’

In the next window click on the ‘Never Check’ box
HOSTS file
The stability of connections to HSBCnet can be affected
by internet routing. Although the application will usually
reconnect automatically, it will affect performance. The
solution is to edit the HOSTS file using Notepad or similar
text editor: C:\WINDOWS\system32\drivers\etc\hosts
Network bandwidth
HSBCnet
requires
a
reasonable
quality
internet
connection in order to operate correctly.
A good indication is whether the ‘traffic lights’ in the lower
right hand corner are flashing green.
You may be able to reduce other network traffic – such as
by closing other applications.
Internet latency can also cause technical problems such
as intermittent connection. The HSBCnet applet has
a Comms Test feature which will enable you to test for
excessive internet latency.
Click on About/Comms Test then in the resulting window
click on ‘Refresh’. A response time of over one second
would be indicative of a poor connection.
Depending on your particular installation, you may need
to seek help from your network administrator or internet
service provider as appropriate.
PC resources
The available PC resources can affect the way that
HSBCnet operates. It is important that other applications
are not competing for resources. Use Task Manager to
check CPU and memory use.
It is a good idea to delete temporary files occasionally –
there are separate actions for Browser and Java.
Browser Temporary Files:
1. In an internet session, click on Tools > Internet Options
> General tab. In the, ‘Temporary Internet Files’ section
click on Delete Files. Check the ‘Delete all offline content’
box and click OK.
2. Click on Delete Cookies in the Temporary Internet files
section, click OK, then close the Internet Options tab.
Temporary Java files:
From Control Panel, choose Java and then choose the
General tab. In the Temporary Internet Files section,
choose Settings, then click OK. In the next screen
choose Delete Files, click OK and then check both the
‘Applications and Applets’ and ‘Trace and Log files’.
Pop-ups
Method 2:
You need to allow pop-ups from our website for deal ticket
In your Internet Explorer browser, click on Tools >
printing and when exporting deal log search results.
Internet Options, then choose the Privacy tab.
Look at all of your pop-up blockers – including those
In the Privacy tab, in the Pop-up Blocker section, click the
supplied by Google, Yahoo and other such add-ins.
Settings button.
Internet Explorer provides two routes to the Pop-up
As before, in the field ‘address of Web site to allow’, type
Blocker Settings:
in the address *.hsbc.com.
Method 1:
Click Add, then Close.
In your Internet Explorer browser, click on Tools > Pop-up
Blocker > Pop-up Blocker Settings.
In the Pop-Up Blocker settings form, in the field ‘address
of website to allow’, type in the address *.hsbc.com.
Click Add, then Close.
PC screen resolution
The resolution on the screen is not high enough.
To change this:
Click on Start > Control Panel > Display > Settings.
In the Screen Resolution section move the arrow to the
right hand side (towards More).
Active X
In order to be able to export your Deal Log to Excel, you
need to have your Active X controls enabled.
l
In an internet session choose Tools > Internet
Options and then the Security tab
l
Select Internet from the ‘select a Web content zone
to specify its security settings’ and then click the
Custom Level button
l
In the next screen, scroll down to the ‘initialize and
script ActiveX controls not marked as safe’ to Enable
or Prompt
Advanced troubleshooting
In some cases it is possible to diagnose symptoms using
the Java console.
Enable the Java console from the Java Control Panel
Advanced tab:
The Java console will help to identify certain fault
conditions. Contact your HSBCnet support representative
and send them the text in the Java console.
Minimum System Requirements
IE 7. To get the recommended version of Java please use
Java Virtual Machines
the following:
Version
STATUS
Microsoft Build 3810
Supported
Sun 1.3
Prohibited due to known
issues
Sun 1.4n
Sun 1.5n
Version 1.6.0_05 is recommended in conjunction with
Prohibited due to known
http://java.sun.com/products/archive/j2se/6u5/index.html
Hardware recommendations
PC
Minimum
Recommended
600 MHz
1.70 Ghz Intel
Specifications
issues
Pentium
1.5.0_06 and greater –
processor
Pentium and
Supported
Sun 1.6n
above
1.6.0_05 recommended
Main memory
in conjunction with IE 7*
(RAM)
Disk space (virtual
To check Java
To check which version of Java is being used :
Select Tools and then Internet Options from the Internet
Explorer menu. Then click on the Advanced tab and scroll
half way down. You will then see a Java (Sun) section
which will contain the version number of the Java that is
installed on the machine..
256 MB
512 MB and over
348 MB
768 MB and over
50 MB
50 MB and over
memory)
Temporary
Internet files
folder
To check hardware
To check main memory
My Computer > C:Drive > Right Click > Properties
To check disk space/processor speed
Windows NT > Start > Programs > Administrative Tools >
Windows NT
Diagnostics > Memory/System
Windows XP > Start > Programs > Accessories > System
Tools > System Information
‘Windows Vista > Right Click My Computer and
choose Properties’
Internet browsers
MICROSOFT
MINIMUM/
IE VERSION
RECOMMENDED/
To check properties of internet browser
COMMENTS
Open Internet Explorer > Help (on the top tool bar) >
SUPPORTED
5.5
Supported
ONLY with MS
JVM 3805 or
higher. Service
Supported
About Internet Explorer.
Internet Explorer Properties
packs 0 and 1
Right click on Internet Explorer > Properties > Advanced
are supported,
> Uncheck.
but service
Automatically check for Internet Explorer updates
pack 2 is
(under Browsing)
recommended
6.0
Version of Internet Explorer
Version 6.0 does
not include a
default JVM.
If the installation
is an upgrade
from previous
version the JVM
Netscape 6.2 and 7.0 are also supported
Operating systems
(MS Windows supported versions)
WINDOWS
MINIMUM/
VERSION
RECOMMENDED
SUPPORTED
is preserved.
A new JVM can
2000
Recommended
or above
from SUN
Supported
Recommended
XP
Supported
ONLY with service
Vista
Not Supported
Will work with 1.6
MAC OS
Not Supported or
pack 1 or above
with JVM
1.5.0_15 and
of Sun Java
JVM 1.6.0_05
7.0
Recommended
Supported
with Sun
JVM 1.6.0_03
– 05 (05
recommended)
Apple Safari
Prohibited
Prohibited due
Mozilla
Not Supported or
Only browser
Firefox
Recommended
known to work
to known issues
with Apple
Macs although
unsupported
Google
Chrome
Not supported or
recommended
IE 8.0
Not supported or
recommended
Use ONLY with
service pack 2
be downloaded
6.0 SP2
COMMENTS
recommended
Disclaimer
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