The short answer
A "no connection" message almost never means something is wrong with your account. In nearly every case it is one of three things: the wrong server is selected, a local network or firewall is blocking the platform, or the instrument is simply outside its market hours. Work through them in that order and you will usually be trading again within a couple of minutes.
UZO platforms stream real live prices from third-party feeds onto simulated capital. That means the platform has to reach both your trading server and the price feed. When either link is interrupted, you see a connection warning or blank prices. The fixes below isolate the cause one step at a time.
Is it the server, the network, or the market clock?
Start by narrowing it down with one quick question: does the problem happen on more than one platform or device on the same internet connection?
One platform fails, others work: likely the wrong server or a platform-specific setting.
Every platform fails on the same connection: likely a local network or firewall issue.
Everything connects but one instrument shows no price: likely market hours.
Confirm the correct server
The most common cause is a server mismatch. Each account is tied to one exact server, and that server name is shown in your UZO dashboard next to your account credentials. If the platform is pointed at any other server, it will keep trying and failing to connect.
Open your dashboard, copy the server name exactly as written, and make sure the platform is using that same server. A single wrong character is enough to break the connection, so match it letter for letter rather than picking the closest-looking option from a list.
Browser fixes for TradeLocker and MatchTrader
TradeLocker and MatchTrader run inside your web browser, so most connection problems with them are browser problems. Try these in order, testing after each one:
Hard refresh the page, then clear your browser cache and cookies for the site.
Disable ad blockers, privacy, or script-blocking extensions, which often block the price feed.
Open the platform in a private or incognito window, which loads it with extensions off.
Try a different browser entirely (for example, Chrome instead of Safari).
If it connects in incognito or in another browser, an extension or cached data was the culprit. Re-enable extensions one at a time to find the one responsible.
Desktop fixes for MetaTrader 5
MetaTrader 5 is a desktop application, so it connects differently. If you see "no connection" in the bottom-right status bar, the most likely fix is adding the correct broker server manually rather than relying on the list MetaTrader suggests.
In MetaTrader 5, open the login dialog and type in the exact server name from your dashboard instead of selecting from search results.
Confirm your local firewall or antivirus is not blocking MetaTrader 5 from reaching the internet.
If you are on a restrictive office or public network, ports may be blocked; test on another network.
Please note that MetaTrader 5 is not available to traders in the United States. If you are a US-based trader, use TradeLocker or MatchTrader instead.
Rule out market hours
Because UZO uses real third-party price feeds, an instrument only shows a live price while its underlying market is open. A forex pair over the weekend, or a stock outside exchange hours, will look frozen or show no price even though the platform itself is connected fine.
If your platform connects and most instruments update but one does not, check whether that market is currently open before treating it as a fault. Current trading hours and spreads are shown in your platform's symbol details and live pricing.
Isolating a local network problem
If multiple platforms fail at once on the same internet connection, the problem is almost certainly local rather than on our side. Corporate networks, public Wi-Fi, and some VPNs commonly block the ports trading platforms need.
The fastest test is to switch networks: try a mobile hotspot or a different Wi-Fi. If everything connects on the other network, the original network was blocking it, and you can either adjust its firewall or trade from the working connection.
Still stuck?
If you have confirmed the correct server, tried a clean browser or network, and the market is open, contact us at support@uzo.com. Include your account number, the platform and device you are using, the exact error text, and which steps above you have already tried, so we can resolve it on the first reply.
Related
I can't log in to my trading platform
MetaTrader 5: overview and login
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MatchTrader: overview and login
Contact support effectively: what to include for a fast fix