If you’re experiencing issues with NinjaTrader — such as platform disconnections, execution errors, or data feed problems — support may ask you to send your log and trace files. These contain diagnostic information that can help pinpoint the cause.
Video Guide:
Step 1: Access the NinjaTrader 8 Folder in Documents
Open the File Explorer
In the left sidebar, click on Documents
Open the NinjaTrader 8 Folder:
Step 2: Compress the Log Folder
Inside the NinjaTrader 8 folder, find the folder named:
log
Left-click on the log folder to highlight it
Right-click the folder, then select:
Send to → Compressed (zipped) folder
This will create a file called log.zip in the same location, which you’ll upload later.
Step 3: Compress the Trace Folder
In the same NinjaTrader 8 folder, find the folder named:
trace
Left-click to highlight it
Right-click, then select:
Send to → Compressed (zipped) folder
You’ll now have two zipped files: log.zip and trace.zip.
📤 Step 5: Send the Files to Support
Attach both .zip files (log.zip and trace.zip) to your support ticket or email.
If you're contacting NinjaTrader support, send the files to:
📧 platformsupport@ninjatrader.comIf you're working with QuantVPS support, upload them via your open ticket or send directly in the live chat window.
You will now have two compressed (zipped) folders called log and trace. Attach those files to your email to NinjaTrader's Support team to send them to us.