Problems communicating with Finam Limited's servers due to firewall/proxy problems.

• Refer to Technical Issues for Finam Multi Exchange configuration alternatives.
• Finam Multi Exchange connection settings are configured under Tools > Connection Setting from Finam Multi Exchange menu.

Problems communicating with Finam Limited's servers due to firewall/proxy problems.

• The client has a proxy server that is not available or is not configured correctly.
• Refer to Technical Issues for Finam Multi Exchange configuration alternatives.

The User ID is not recognised by the login server (you cannot be authenticated).

• Incorrect User ID entered, carefully check the User ID.
• The simulation account has exceeded the trial period and has been automatically deactivated.

Finam Multi Exchange cannot connect to Finam Limited's server.

• Incorrect host URL in Connection Settings, this is different for the Live and Simulation versions of Finam Multi Exchange.
• The PC does not have a connection to the Internet – check the Internet connection, for example by opening your web browser and trying to connect to a web page.
• The PC is connected to the Internet via a firewall/proxy which does not have the necessary port open. Refer to Technical Issues for Finam Multi Exchange configuration alternatives.
• The Internet Service Provider does not recognise the DNS name:
  1. Select Tools > Connection Settings from Finam Multi Exchange menu.
  2. Delete the URL or Domain Name.
  3. Enter the IP address of Finam Multi Exchange server name instead of the URL, for example 193.178.175.48 (live system) or 193.178.175.38 (simulation system).

A wrong password has been entered.

• Enter the password again exactly as noted in the welcome email.
• If a password has been entered and remembered, delete the contents of the password box and then retype the password.

You are attempting to open Finam Multi Exchange (log into an account) twice.

• Close the first instance of Finam Multi Exchange before opening another.

Finam Multi Exchange cannot read the key correctly because:

• Key is not activated by Finam Limited – contact Finam Limited to get your key activated.
• The key is not stored correctly on the PC. Use the following procedure to correct the problem:
  1. Exit then restart the Finam Multi Exchange.
  2. Select Tools > Key Management > Delete the current key from Finam Multi Exchange menu.
  3. Exit then restart Finam Multi Exchange again. A dialog will be displayed during startup instructing you to ether re-import an existing key or generate a new key. Click OK.
  4. A dialog window Key Management will be displayed. Click on Generate new key button. Click OK to get new key enabled.
  5. Contact your Finam Limited representative to activate the new key.
  6. Optionally, select Tools > Key Management > Save current key to a CD or USB to save a backup of your new key. Enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key on the CD or USB. This pin code must be entered before the key can be extracted.

The new key generated by Finam Multi Exchange was not transmitted correctly to Finam Limited. Use the following procedure to regenerate the key and transmit it to Finam Limited:

1. Select Tools > Key Management > Delete the current key from Finam Multi Exchange menu.
2. Exit then restart Finam Multi Exchange again. A dialog will be displayed during startup instructing you to either re-import an existing key or generate a new key. Click OK.
3. Select Tools > Key Management > Generate new key from Finam Multi Exchange menu. A dialog will be displayed instructing you to contact Finam Limited to get the new key enabled. Click OK, Finam Multi Exchange will close automatically.
4. Contact your Finam Limited representative to activate the new key.

Could not load the encryption key into Finam Multi Exchange. Use the following procedure to correct the problem:

1. Insert an empty CD or a USB drive in the PC where the key is to be copied from and select Tools > Options > Key Management from Finam Multi Exchange menu. Press Backup Key button to save a backup of your new key and enter a Pin code when prompted (any code with a minimum of 4 characters) to protect the key. This pin code must be entered before the key can be extracted.
2. Insert the disc or the USB in the PC where the key is to be copied to and select Tools > Options > Key Management and select Load Backup Key and enter the Pin code to access the key when prompted. A dialog will be displayed when the key has been successfully loaded from the CD or the USB. Click OK to automatically restart Finam Multi Exchange and enable the key.

If this does not work, on the PC receiving the key:

1. Reinstall Finam Multi Exchange and repeat the procedure described above.

Attempting to install Finam Multi Exchange from an old installation file that is not longer valid. Download and install Finam Multi Exchange again from Finam Limited web site.

This can occur during upgrade of Finam Multi Exchange. Some files have not been registered. Reinstall Finam Multi Exchange.

Finam Multi Exchange is not being upgraded correctly. This is possibly caused by an intermediate proxy server caching old upgrade files and sending them to Finam Multi Exchange instead of newer upgrade files.

• Download and reinstall Finam Multi Exchange from Finam Limited web site.
• If the problem persists, refer the case to Finam Limited's technical support for further investigation.

If CFD trading should be allowed in the client's account:

• The account may not allow CFD trading and is enabled for Forex only. Contact a Finam Limited representative to get CFD trading enabled.
• Spread-based trading may not enabled in the account. Contact Finam Limited to get spread-based trading enabled.

Contact a Finam Limited representative to ensure that both the Forex and CFD trading are enable for the client.

Finam Multi Exchange is not registered correctly in the PCs operating system – reinstall Finam Multi Exchange.

Use the following procedure to rectify the problem:

1. Close the Client Summary in Finam Multi Exchange.
2. Close Finam Multi Exchange and select Yes when asked if you want to save changes.
3. Restart Finam Multi Exchange and log on.
4. Open the Client Summary (Account > Client Summary from the Client Station menu).