I trade futures online and with NIS2010 had no problems using my futures trading platform.
However after the upgrade to 2011, I cannot log into my futures account. My broker says the error message I am getting indicates a problem with the firewall and when I disable the firewall I can open my trading account and trade normally...even if I turn the firewall straight back on.
My broker suggested going back to NIS2010 but I am hoping I can get some help figuring out a solution and stay with the latest version.
Do you utilize the trading platform through an onboard program or strictly through a web based interface?
If using an onboard program, you might want to try this:
Open the main Norton UI.
Go to Network Settings > Smart Firewall > Program Control and click Configure+
In the Program Control Window, scroll to find the program and from the drop down box, select "Allow".
Click Apply and OK your way out.
If this does not work, or apply to your situation, please let us know.
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I open the program and enter my account details into the login screen. After entering my password I get:
"Error Accessing Gatekeeper. Please contact help desk."
when I hit OK on that message I get another saying:
"User could not be logged on. Please see administrator if the problem persists."
When I contacted my broker about this I got the following reply:
QUOTE:
My advice would be to remove AT, shut down Norton, then install AT without Norton running and try again.
You want to also add any of the files in the Yestrader folder as "exceptions" both on the firewall and antivirus portions of Norton.
Norton has been tough to get around. My last client who brought this up had to roll back to the prior version of Norton, and that was after talking with their online support.
END QUOTE
I tried the things suggested but to no avail.
My last resort will be to go back to NIS2010, but I don't want to do that unless I have to.
If you are able to connect and enter your login information, that really doesn't sound like a firewall issue. It actually sounds more like their server is not authenticating your credentials when you submit them, for some reason. Have you tried closing the trading program and reopening it and logging on again? Can you access your account and check that your login information is correct?
Did this start happening as soon as you started using NIS 2011 (as in, it never worked), and does it always happen every time?
Are you using some kinds of (L2TP, encrypted) VPN connection?
I've encountered a similar problem, when upgrading to NIS 2008 several years ago (Vista). Seemed due to the installation of something likes "Symantec Network **** Driver". Unfortunately I had no solution and gave up.
I'm wondering if perhaps there are some other files used by InfinityAT which also need to have access through the firewall.
You could try using NIS's Advanced Events Monitoring which you can access through Settings > Network Settings > Smart Firewall > Advanced Settings and click on the Configure button to the right of this selection. Then turn OFF Automatic Program Control and turn ON Advanced Events Monitoring.
When configured this way NIS will ask you for permission each time some program needs to access the Internet. NOTE that this mode is for troubleshooting issues like the ones you are having and NIS will ask you for permission each time.
What this can do for you however is to tell you what / if any other programs need the access which you could then add to Settings > Network Settings > Smart Firewall > Program Control and then set to ALLOW. This would be done after turning Advanced Events Monitoring back OFF and Automatic Program control back ON.
The question pocoandante asked regarding whether you use any sort of VPN is also a possibility.
You had indicated before that if you turn NIS's Smart Firewall OFF you can connect. Is this still the case?
I am just a "mug" end-user but my impression is that the program gives me the log-in screen but as you say SendOfJive, the broker's server is not accepting (or rejecting) the log-in attempt.
I have tried closing, reopening and everything in between. When smart firewall is enabled I get the error. As soon as I disable smart firewall, I can log in and trade as normal. Once the trading platform is running I can turn smart firewall straight back on.(I have been doing this everyday before each trading session so far)
This problem only started when I upgraded to NIS 2011. Log-in always worked with NIS 2010 and it has never worked with NIS 2011 (except when I disable smart firewall).
Pocoandante, I'm not technical enough to know what L2TP, encrypted VPN connections are, let alone what I am using. As far as I know everything I am using is standard setup - Windows7, 64bit, Billion router..... .
An added note. Be sure to take note of exact messages provided by NIS when you have Advanced Events Monitoring turned ON. You should try to limit your testing to just this one issue and not use other programs while testing in this mode.
Take snapshots using Alt + Print Screen on your keyboard while the NIS message is the active window if necessary so that you can refer to it later.
The more you do, the more popups you are likely to get from NIS asking for permission for certain programs to access the Internet.
Thanks Allen, I wish I had seen your last post before I went off mucking around.
This is what happened:
I did the advanced monitoring bit as you said and when I launched InfinityAT I got the first messages. It included a DLL file in the program's folder. I added this to the program control list but when I tried to launch Infinity again I got a whole host of other DLL files reported by advanced events monitoring as well. There were so many that I didn't take a specific note of them, I just said "allow always".
Anyway, after closing everything down and retrying Inbfinity I still can't log in, but the NIS advanced events monitoring is not displaying the files again so I can't get a list of them anymore.
Is there a way to reset it so I can start the process again?
thanks again
Chris
PS: The European Trading session is about to open so I'll need to come back to this later.
Do you still have Advanced Events Monitoring turned on?
I believe any DLL's that need access to the Internet should fall under the umbrella of the program which is utilizing that DLL. E..g, if abc.exe needs def.dll you should only need abc.exe in the authorized program list. Then if abc.exe uses def.dll it would be authorized but if program hij.exe tries to use that same DLL it would not necessarily be authorized.
At least I am pretty sure this is the way it works.
Did you see any other .exe files showing up in the Advanced Events Monitoring alerts?
The intent is that any time Advanced Events Monitoring is turned ON you will be asked for permission even if it occurs on the same program you previously gave permission for.
Edit: Actually you may need to clear the lists in the sections underneath Advanced Events Monitoring as depicted in the image below.
When you had Advanced Events Monitoring ON were you able to complete your logon process to the trading session?
This is why I said Advanced Events Monitoring is for troubleshooting to give us insight to the problem but once we get the data which we need we would want to turn this back OFF and add it to the regular program control.
I guess we will need to pick up troubleshooting again when the trading floor is closed.
When you get a chance, check Norton Security History logs for clues. Pull down "Firewall - Activities" and "Firewall - Network and Connections" in the "Show" dropdown box and see if Norton is logging any blocked portscans or similar events. When your InfinityAT program connects with the server at the other end, Norton expects a certain type of timely reply that matches the request from your program. If the response from the server does not match up with what Norton is expecting, or it is delayed, it will be blocked, probably as a portscan. See if anything like this turns up in the logs.
Hi, sorry I have been off line for a couple of days
thanks everyone for the valuable ideas.
SendOfJive, I checked out the history logs and in the firewall activities norton log reports these 3 entries me:
opening the infinity launcher .exe file - "no action required"
you created firewall rules - me selecting "allow" on my computer user account control warning box
Firewall config rules updated
Once again I get the rejection from my broker to the log-in, but no further entries appear in the log.
There were no entries in the firewall network and connections logs.
AllenM,
I recorded all the details with the advanced events monitoring on and this is what I get:
as I launch the Infinity program: "Process attempting to access the network" (The infinity launcher.exe file) - my response = Allow always
next window: "infinity autoupdate trying to access internet using one or more unrecognised modules" and it lists a couple of .exe files. My response = always allow
then I get another alert "a process is attempting to access network directly" but no source is given - it says "Source: " and the rest is blank. allow always
The next warning: "An unrecognised program is attempting to access the internet using Windows Subsystem" and in the details box it lists the infinity launcher - allow
next: "Windows subsystem is attempting to access internet using one or more unrecognised modules" and listed are a whole heap of modules listing .DLL files - allow
Next: "windows subsystem is attempting to access another system using NetBIOS file and print sharing" and a few details of remote addresses, local address protocol...(no .exe files) - allow
After going through that I still get rejected attempting to log in.
I have been through and put all the .exe files into the program control "allow" section (I haven't put them into the antivirus ignore lists though).
It seems like norton is doing all the right things, it is just that my broker's server doesn't like it. I was hoping to find a way out. For the moment I am turning off the firewall to log in each day. I switch the firewall back on after I am logged in and everything seems to go as normal from there.
Unless anyone has any other thoughts I might be stuck with it for the moment. I am assuming that turning off the firewall for one minute everyday better than going back to NIS2010?
So even when you have Advanced Events Monitoring turned ON and answer each of the prompts to ALLOW, you still cannot log in successfully?
And when you added these exe's to the Program Control, did you also turn Advanced Events Monitoring back OFF?
I would think the exe's would need to be added but not the DLL's themselves because the dll's should be under control of the actual executables.
Could you perhaps ask someone on the server side to look into their logs when you attempt to log in? There should be some clues on their side also as to what is going wrong. So I would highly recommend checking with them.
Yes, when I have Advanced Events Monitoring turned ON and answer each of the prompts to ALLOW, I still cannot log in and after adding all exe's to the Program Control, I turned Advanced Events Monitoring back OFF....still no change.
I have never been able to log in to my broker account with NIS2011 (unless I turn the firewall off). I suspect it is a server issue, but their help desk has never been outstanding, so I was hoping to sort it out from this end.
We will be standing by to see if this provies some additional insight.