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: Locate the Relevant Log Files
Inside the NinjaTrader 8 folder, find the folder named:
log
Look through the files and identify the most recent or relevant .txt log file (based on date/time or issue timing).
Then, go to your email reply to the support ticket and attach the .txt file directly to the email.
Step 3: Locate the Relevant Trace Files
In the same NinjaTrader 8 folder, find the folder named:
trace
Look through the files and identify the most recent or relevant .txt log file (based on date/time or issue timing).
Then, go to your email reply to the support ticket and attach the .txt file directly to the email.
📤 Step 4: Send the Files to Support
Attach both .txt files (LOG.txt and TRACE.txt) 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.