Frequently Asked Questions: FAQs

My free trial

• How do I obtain a free trial of Incredible Charts?
  
  1. Download and install Incredible Charts free charting software.
  2. Select Register Here on the Login page and complete your Profile.
  3. Login to the charts with your newly registered email address and password.
• I have installed Incredible Charts. How do I start it?
  
  1. Open the Windows Start menu
  2. Select All Programs >> Incredible Charts >> Incredible Charts Pro
• My free trial has not activated.
  
  1. Check your status at Help >> About >> Membership Details on the chart menu.
  2. Please Contact Support if your free trial is not activated
• Why do you need my email address and date of birth?
  
  We use your email address and date of birth to verify your login if you lose your password. We do not spam - please read our Privacy Policy.
• What is the difference between the Premium Service and the free service offered by Incredible Charts?
  
  The Premium Service offers:
  
  Continuous data updates:

  • Forex & precious metals: delayed 10 minutes
  • US stocks: delayed 15 minutes
  • Dow US Indices: delayed 15 minutes
  • Dow Global Indices: delayed 15 minutes
  • ASX stocks & indices: delayed 20 minutes
  • TSX stocks and Venture Exchange: delayed 15 minutes
  • LSE stocks: delayed 15 minutes

  Data for the free service is delayed 30 days.
  
  Premium Indicators including:

  • Linear Regression indicator
  • Twiggs® Momentum oscillator
  • Welles Wilder's original Volatility Stops
  • See the full list of premium indicators

  Premium stock screen filters including:

  • Twiggs® Money Flow
  • Twiggs® Momentum oscillator
  • See the full list of premium filters

  Stock Screens (EOD):

  • Scheduled stock screens
  • Unlimited results

  On the free service only five results are displayed for each stock screen, and scheduled stock screens, premium indicators and premium filters are unavailable.
  
  No advertising or watermark:

  • Advertising is only displayed on the free version
  • There is a "Free Data" watermark on the free version

My subscriptions

• Where can I find out more about subscribing to Incredible Charts?
  
  If the Subscribe page does not answer your questions, please Contact Support.
• I have just subscribed. How do I activate my subscription?
  
  Restart the charts. Your subscription should activate automatically. Contact Support if your subscription failed to activate.
• How do I renew my subscription?
  
  Premium membership is continuous and there is no need to complete a new subscription on your anniversary date. Annual subscribers are sent an email reminder one month before renewal.
• How do I cancel my subscription?
  
  Submit an Unsubscribe Request or phone us during our office hours.

I have replaced my computer

• I have replaced my computer. How do I access my subscription?
  
  1. Download the latest version of Incredible Charts and follow the instructions to install.
  2. Select Allow when prompted by your firewall.
  3. Login with the same email address and password
  4. To transfer projects or watchlists from another computer:
     • Copy the User Files folder at C:/Program Files (x86)/Incredible Charts on your old computer to a USB memory stick.
     • On the new computer use File >> Import Files on the chart menu to retrieve project and watchlist files from the memory stick.
• I copied my files to a new computer but the charts will not open.
  
  You may have corrupted Windows file permissions.

  1. Download the latest version of Incredible Charts and install to the same folder. Do not uninstall first.
  2. Select Allow if prompted by your firewall.

I use more than one computer

• Can I use Incredible Charts on more than one computer?
  
  Subscribers can login with two different computers in any 24-hour period provided they are not logged in at the same time.

  1. Download and install on the second computer.
  2. Login with the same email address and password.
  3. Transfer your watchlists & projects:
     1. Create a backup of the .ini & .viz files on a USB or CD
        • use File >> Export Files in Incredible Charts, or
        • copy this entire folder from your hard-drive
          C:/Program Files/Incredible Charts/User Files
     2. Restore the files from backup using File >> Import Files in Incredible Charts on your new computer.
• Can I share my password with my wife/partner?
  
  Please do not share your password with anyone. To do so would breach exchange licensing conditions. They will need to register separately.
• Do you offer discounts or rebates for multiple subscriptions?
  
  Please Contact Support for details.

Lost password

• I have lost my password.
  
  To reset your password:

  1. Open My Profile in your browser.
  2. Select Login Problems and answer the secure question.
  3. If that fails, please Contact Support.
• I have lost my password and do not have a secret question.
  
  Contact Support to request a new password.

Chart troubleshooting

• Before troubleshooting, backup your watchlists & projects.
  
  Make a backup copy of your User Files folder located in Local Disk (C:) >> Program Files (x86) >> Incredible Charts >> User Files.
• Incredible Charts will not open. The connection times out with an HTTP protocol error.
  
  Please try the Connection Test. Are two green squares displayed?

  • If not, there is a problem with your Internet connection or VPN (if you use one).
    1. Turn off your modem for more than 60 seconds.
    2. Disconnect your VPN.
    3. Then refresh the connection test page.
    4. If you still do not see two green squares, contact us with your IP address as shown on the connection test page.
  • If successful, reset your firewall by following these steps:
    1. Uninstall Incredible Charts using Control Panel >> Add/Remove Programs.
    2. Download the latest version of Incredible Charts and re-install to the same folder.
    3. Select Allow when prompted by your firewall.
• Incredible Charts will not open. Connection error during Member Login. Status Code 0.
  
  Please adjust the following settings in Internet Explorer:
  

  1. Close Incredible Charts.
  2. Open Internet Explorer (even if you do not use it).
  3. Navigate to Tools >> Internet Options >> Advanced.
  4. Scroll down to the Security heading and:
     • Uncheck/untick the boxes next to Use SSL 2.0, Use SSL 3.0 and Use TLS 1.0.
     • Check/tick the boxes next to Use TLS 1.1 and TLS 1.2.
  5. Select Apply, then OK.
• I have installed Incredible Charts on my computer running Windows 8 operating system, but the software freezes when I attempt to login.
  
  Please update your version of Incredible Charts to the latest beta version. There is no need to uninstall first.
  
  Then set Incredible Charts as an exception in your antivirus/firewall software.
• Incredible Charts will not open on MAC using Parallels. They freeze before login and no error message appears.
  
  Please ensure your Mac, Parallels and Antivirus/Firewall have the latest updates installed and any VPN is turned off.
  
  If the error persists, try these troubleshooting steps from the Parallels Knowledge Base:
  Fix network issues in a Windows virtual machine.
• I successfully complete the Login but the charts do not open.
  
  If you are running a 64-bit version of Windows:

  1. Right-click on the blue Incredible Charts icon in your Start Menu or Desktop.
  2. Open the Compatibility tab and select Run this program in compatibility mode for >> [select the latest available Windows operating system].
• I copied my files to a new computer but the charts will not open.
  
  You may have corrupted Windows file permissions.

  1. Download the latest version of Incredible Charts and install to the same folder. Do not uninstall first.
  2. Select Allow if prompted by your firewall.
• How do I send a log file so that you can analyze what is causing my charts to malfunction?
  
  Send a startup log so that we can analyse it:

  1. Close the charts immediately after you experience the problem
  2. Open a Support Request
  3. Use the Browse button on this form to navigate to Local disk (C:) >> Program Files (x86) >> Incredible Charts >> Debug
  4. Select ic_startup (.log) and attach by clicking the Open button
  5. Submit the support request
  6. Restart the charts if the problem does not prevent this.
• How do I send a screen shot of a problem with my charts?
  
  1. Use Print Screen (PrtScn or similar) on your keyboard.
     You may need to also use the Alt, Shift, Fn or Ctrl key to select this, depending on your keyboard.
  2. Open a program that accepts images, such as Paint or Word.
     Paint can usually be found on the Start menu under Windows Accessories.
  3. Select Edit then Paste (or use the paste shortcut:Ctrl and V on your keyboard).
  4. Save the file.
     In Paint save as a PNG or JPG image, in Word as a document or PDF.
  5. Open a Technical Support Request
  6. Enter your details.
     
     • Required fields: first name, last name, email address and details of the problem.
     • Ignore the other fields if you do not know the information (e.g. client id, firewall etc).
  7. Use the Browse or Choose button on the form to locate and open the saved image
  8. Submit the support request.

Windows 10 troubleshooting

• I find Incredible Charts slow/erratic on Windows 10 operating system.
  
  Upgrading to Windows 10 may cause Incredible Charts 64-bit compatibility mode to be set incorrectly. Please run Fix Setting to correct this.
  
  Fix Settings should be available under Start >> All Programs >> Incredible Charts:
  

  1. Restart your computer (recommended)
  2. Select Fix Settings from the start menu (see above)
  3. When completed, open Incredible Charts

  Fix_setting(.exe) can also be found in one of these locations:
  

  • Local Disk (C:) >> Program Files >> IncredibleCharts, or
  • Local Disk (C:) >> Program Files (x86) >> IncredibleCharts.

Windows 8 troubleshooting

• I find Incredible Charts runs slow/erratically on Windows 8 operating system.
  
  Windows 8 has compatibility issues with earlier versions of Windows. Microsoft has ironed out some of the bugs with recent updates, but there are still problems running many anti-virus/firewall packages. It's safer to stick to Windows Defender/ Windows Firewall.
  

  1. Search on "windows update" and click the "Windows Update option" offered beneath the search, then install all important updates and recommended updates
  2. Repeat above until no further updates are offered
  3. Reboot your computer and test IncredibleCharts
  4. If you still experience problems, uninstall third party anti-virus and firewall software and ensure the following windows services are running (search on Services to open "local service"):
     • Windows Defender;
     • Windows Defender Network Inspection Service
     • Windows Firewall.
  5. Reboot your computer and test IncredibleCharts
  6. If you still experience issues, uninstall Incredible Charts and reinstall with default settings.

Charts slow or erratic

• Incredible Charts takes up to 60 seconds to open.
  
  If you have AVG anti-virus software installed, it may be scanning Incredible Charts each time before allowing it to open. Add Incredible Charts to the AVG Resident Shield >> Directories to Exclude.
• I am running Windows Vista and the charts load very slowly.
  
  We suggest that you turn off Superfetch in Windows Vista. See Howtogeek.com.
• Just-in-Time debugging starts when I open Incredible Charts.
  If I click Yes, an error is reported: "Microsoft JScript runtime error: '_gat' is undefined".
  
  To prevent Microsoft Script Debugger from starting:

  1. Open Internet Explorer
  2. Select Tools >> Internet Options
  3. Click the Advanced Tab
  4. Check the option Disable script debugging (Other) - this checkbox is the 9th item in the list in IE7
  5. Exit the dialog by clicking OK
  6. Restart your computer
• Stocks from some exchanges load, while other exchanges do not.
  
  1. Different exchange data comes from different servers. Do a Connection Test. There should be two green squares displayed for each server. If not, contact Support.
  2. If you have CA software installed on your computer, set IncredibleCharts.exe as an exception. The CA Parental Control incorrectly identifies some stock exchanges as Adult Content.
• When I click on links in the Help menu I get an error: "The message has failed. Either no browser is configured or another system error has occurred." What causes this?
  
  Your Windows operating system is preventing Incredible Charts from opening your default browser. Set Internet Explorer as your default browser and you will find that the links work. Reset your normal browser as default and see if that clears the problem.
  
  Set Open Web Pages with Internet Explorer under View >> Advanced Options if the links worked with Internet Explorer as the default browser but not with your normal browser.

Chart display or format

• How do I plot more than one stock or index on a chart?
  
  Try the Price Comparison indicator.
• I want to change the default stock symbol with which Incredible Charts opens. How do I do this?
  
  1. Chart the stock or index that you want as the default
  2. Select Securities >> Set Current Security as Startup Default
• My charts keep reverting to a time period/chart view that I do not want. How do I change this?
  
  Use the F6 shortcut key to set Project Defaults.
• My candlesticks switch to the closing price line when I chart longer time periods. How do I stop this?
  
  Select View >> Candle (or OHLC) rather than Candle/Close (or OHLC /Close).
  The /Close means that only closing price will be displayed if the candles/bars become too crowded.
• My candlesticks are too wide. How do I adjust them?
  
  1. Select Format Charts >> Indicator Width >> Set Maximum Candle Width
  2. Enter 2, 3, 4 or 5
• My charts do not display the candle for the current day, week, hour or minute.
  
  Select View >> Incomplete Periods >> Price / Volume >> Display or Shade.

Chart data

• What markets do you cover?
  
  • NYSE, Nasdaq, Amex, OTCBB and OTC Markets
  • US indices, including Dow Jones sectors
  • ASX, including Warrants and Options
  • TSX and Venture Exchange
  • LSE
  • World indices
  • Forex & Precious Metals
• Do you have data for New Zealand exchange NZX?
  
  At present we do not cover NZX.
  
  We are currently canvassing interest in NZX data on Incredible Charts. You can vote here.
• I bought stock xyz a few weeks ago, but your charts now reflect a different price. Why?
  
  Data histories are adjusted for the dilution effect of corporate actions, such as share splits, to create a continuous price chart and remove false indicator signals.
• Chart data is not updating.
  
  Free data is delayed by 30-days.
  
  Check your subscription Status under Help >> About >> Membership Details on the chart menu.
  

  • If you have a subscription and the email address shown is not the one used for your subscription, select Help >> Logout to return to the login screen.
  • If you have a subscription and your email address is correct but the Status shown is not Activated Subscription, please Contact Support to resolve any subscription issues.
  • If you do not have a subscription, you can subscribe here.
• Chart data for the current week,day, hour, minute is not displayed.
  
  Incomplete periods, where the day or hour is not yet completed, can be displayed or hidden according to your preference. Select View >> Incomplete Periods >> Price/Volume >> Shade, Display or Hide.
• How can I hide trading outside of normal trading hours?
  
  Select View >> Out-Of-Hours Trading >> Price/Volume >> Shade, Display or Hide.
• Can I export data for use in Excel or Metastock?
  
  We are only licensed to display data, not to distribute it.

Indicators

• How do I create an indicator?
  
  Example - To create a 100-day Exponential Moving Average:

  1. Select Indicators on the chart menu
  2. Select Moving Averages in the left column of the indicator panel
  3. In the center pane, select Daily, Exponential, and enter 100 as the new period
  4. Save [] and Close [X] the panel.
• How do I remove an indicator?
  
  1. Select Indicators on the chart menu
  2. Select the indicator in the right column of the indicator panel
  3. Delete the indicator by clicking the [] button
  4. Close [X] the panel
• Why do I have to set up indicators on Daily, Hourly and Minute charts separately?
  
  There are 3 data-sets: Days, Hours and Minutes. All other chart intervals are derived from these data-sets:

  • Days >> Weekly to Annual
  • Hours >> 2 to 6 Hours
  • Minutes >> 2 to 30 Minutes

  Indicators created for one data-set (e.g. Hours) will not display when you select a Chart Interval derived from another data-set (e.g. 15 Minutes). They will, however, display across Chart Intervals derived from the same data-set (e.g. 2 to 6 Hours) unless they are on the main chart.
  
  For example, a moving average set on a 1 Hour chart will not display on the 2 Hour chart, but the volume set on one will display on the other. Neither indicator would display on a 15 Minute chart.
  
  This requires you to set up 3 sets of indicators, but does allow you the flexibility of viewing the same indicator (e.g. 24-Hour Twiggs® Momentum) across different Chart Intervals (e.g. 1 to 6 Hours).
• Indicator values for the current week, day, hour or minute are not displayed.
  
  Where the period is incomplete, indicator values (other than volume) are by default hidden because they can be misleading. To show these values, select View >> Incomplete Periods >> Other Indicators >> Display.
• Why does Price Comparison (or Price Ratio/Price Differential) only display on one stock instead of all stocks?
  
  1. Select Indicators on the chart menu
  2. Select Price Comparison in the right column of the indicator panel
  3. Change the setting from Security to Project in the center pane
  4. Save the new settings by clicking the [>>] button
  5. Close [X] the panel

Trendlines & Captions

• My trendlines or captions have disappeared.
  
  Trendlines are stored in a .ini project file on your computer. Unless the file has been deleted, they will be available.

  1. Right-click on the Trendline or Caption icons on the toolbar. A red check icon should display. If not, select Show Trendlines.
  2. If you have amended the color scheme you may have white captions against a white background. Select Format Charts >> Colors.
  3. Have you switched from Normal to Log view? Trendlines are unique to the normal/log chart that you draw them on.
  4. Have you switched to Weekly/Monthly view? Trendlines are unique to the Daily/Weekly/Monthly chart that you draw them on.
  5. Have you switched projects? Trendlines are unique to each project file.
  6. Have you deleted the trendlines by mistake? (If you right-click on a chart, there is an option to delete all trendlines/captions). Try the File >> Undo My Changes command.
  7. Have you recently re-installed Incredible Charts? You may have installed to a new folder. If there are two folders, transfer all .ini and .viz files to the new folder using the File >> Import Files command.

Projects, Watchlists & Backup

• What is a project and a watchlist?
  
  Projects contain a set of indicators, trendlines, captions and default settings.
  
  Watchlists are used for saving, listing and scrolling through a number of securities.
  
  They are stored on your hard-drive as .ini and .viz files. It is recommended to backup regularly.
• How do I schedule backup of my watchlists & projects?
  
  1. Select File >> Backup Settings
  2. Choose How Often ? you want to backup (weekly is recommended, but if you make frequent changes you may prefer daily)
  3. Choose how many backups to keep (the oldest will be deleted when a new backup is done)
  4. Use the Select Backup Destination button to choose where to save the backup to (for example a Dropbox folder or a USB that you regularly attach to your computer)
  5. Click Save Settings when done
• How do I disable scheduled backup?
  
  1. Select File >> Backup Settings
  2. Choose How Often ? >> Never ( Not Recommended )
  3. Click Save Settings
• How do I manually backup my projects and watchlists?
  
  1. Export your project (.ini) & watchlist (.viz) files to a USB, CD or external disk
     • use File >> Export Files in Incredible Charts, or
     • copy this entire folder from your hard-drive
       C:/Program Files/Incredible Charts/User Files
  2. To restore the files from backup, use File >> Import Files in Incredible Charts.
• How do I transfer projects and watchlists from one computer to another?
  
  1. Manually backup your project & watchlist files (as above)
  2. To import on the files on your new computer, use File >> Import Files in Incredible Charts.
• Can I backup without opening Incredible Charts?
  
  Make a backup copy of your User Files folder located in Local Disk (C:) >> Program Files (x86) >> Incredible Charts >> User Files.
• I keep getting a message "Insufficient stocks in Watchlist".
  How do I turn this off?
  
  If you are using a notebook, your hand may brush across the mousepad activating the watchlist scrolling function. In the toolbar, change Scroll Watchlist or Scroll Stock Screen to Scroll Disabled.

Stock Screener

• My stock screener will not work. How do I reset it?
  
  1. Click the Refresh button on the toolbar.
  2. Click Reset and then Submit. Does that return a list of stocks?
  3. If not, check that Internet Explorer is working. Incredible Charts works best with IE7 or later.
  4. Add Incredible Charts to your Trusted Sites.
• My stock screens only return 5 results, not all filters are available or scheduled screens are unavailable.
  
  Please check your subscription status under Help >> About.
  
  On the free service only five results are displayed for each stock screen, and scheduled stock screens, premium indicators and premium filters are unavailable.
  
  Free Trial and Premium / Budget subscribers will have access to the full stock screens. Please Contact Support if you believe your status is incorrect.
• Unusual text/code is displayed at the top of my stock screen page.
  
  1. Open Internet Explorer and go to Tools>>Internet Options
  2. Go to Browsing history on the General tab and click the Delete button
  3. Ensure that the following boxes are checked:
     • Preserve Favorites website data
     • Temporary Internet files
     • Cookies
     • History
  4. Click the Delete button
  5. Go to Browsing history on the General tab and click the Settings button
  6. Select Every time I visit the web page
  7. Click OK (twice) to exit.
• I can create and save stock screens, but when I try to run a screen I get the dialog coming up saying " Please Wait... Screen results being collated" and it just hangs.
  
  1. In Internet Explorer, select Tools >> Internet Options.
  2. Select the Privacy tab and click on the Advanced button.
  3. Ensure that boxes for Override automatic cookie handling and Always allow session cookies are checked.
  4. First-party cookies should be set to Accept;
     Third-party cookies may be set to either Accept or Prompt (for increased security).
• I get an error message each time I click on the Stock Screener: "Access Violation at address 3DC29F9C in module mshtml.dll"
  
  Please update your computer using Windows Update. Pay particular attention to updating Internet Explorer as 'mshtml.dll' is part of Internet Explorer.
• My Saved Screens and Shared Screens tabs are blank.
  
  1. Open Internet Explorer and go to Tools>>Internet Options>>Security
  2. Select the Trusted Sites tab and click the Sites button
  3. Enter *.incrediblecharts.com
  4. Clear the check box for Require server verification (https) for all sites in this zone
  5. Click the Add button
  6. Click OK to return to the Security tab
  7. Click the Default Level button (for Trusted Sites)
  8. Click OK.
• When I attempt to save a stock screen I receive an error message along the lines of "There was an error loading....screen......."
  
  1. In Internet Explorer, select Tools >> Internet Options.
  2. Select the Privacy tab and click on the Advanced button.
  3. Ensure that boxes for Override automatic cookie handling and Always allow session cookies are checked.
  4. First-party cookies should be set to Accept;
     Third-party cookies may be set to either Accept or Prompt (for increased security).
• I have re-installed Incredible Charts but have lost my saved stock screens. How do I recover them?
  
  Do not create a new registration. You will lose your screens.
  
  Please use your original login details (email address and password) to update your Profile. If you have trouble logging in, or have forgotten your password, select "Login problems" on the Profile login page. If you require further assistance, contact support.

Mac, Linux, Android or iPad users

• Will Incredible Charts run on a Mac OSX?
  
  Incredible Charts will run on Mac OS X using Apple's Parallels with Windows.
  See the Incredible Charts Mac OS X Download and Installation Guide for details.
  
  It has also been reported that Incredible Charts will run on Mac using Boot Camp, VMware Fusion or VirtualBox.
• Will Incredible Charts run on a Linux operating system?
  
  Incredible Charts is no longer supported on Linux using Wine.
• Will Incredible Charts run on an iPad?
  
  Incredible Charts will not run on an iPad.
• Will Incredible Charts run on an Android operating system?
  
  Incredible Charts will not run on an Android operating system.

Email charts

• How can I email charts with MS Outlook?
  
  Select View >> Advanced Options >> Send Email With Outlook
• How can I email charts with Mozilla Thunderbird, Hotmail or Gmail?
  
  The email charts will only work with MS Windows or MS Outllook. If you want to send with another email browser:

  1. Save the chart (shortcut key F11)
  2. Open an email
  3. Insert or attach the image file.

  
  You can set the image size at File >> Set Image Size.
• When I email charts I get an error message "Class not registered".
  
  1. Select View >> Advanced Options on the chart menu
  2. Ensure that Send Email with Outlook is not checked
• When I select Email Charts the address bar in Outlook Express is blank.
  
  This may be due to a faulty Microsoft security update KB911567 20-Apr-06.
  There is a simple fix at Inside Outlook Express.

Newsletters & Forum

• How do I change my email address or my newsletter selection?
  
  1. Click on Amend Your Profile in the newsletter header
  2. Amend your email address (if required)
  3. Select the check boxes next to the newsletters you want to receive
  4. Clear the boxes next to the newsletters you want do not to receive
  5. Click the Update Profile button.
• How do I unsubscribe from the Trading Diary mailing list?
  
  1. Click Amend Your Profile in the newsletter header
  2. De-select all the boxes
  3. Click the Update button.
• How do I change the delivery frequency for Gold Stocks & Forex emails?
  
  • Click the Manage Subscriptions link at the bottom of the email
  • Change the "Delivery Frequency" to Daily or Weekly
  • To create a custom frequency, select (settings)
  • Click the Save Changes button.

  
• How do I unsubscribe from the Gold Stock & Forex blog emails?
  
  • Click the Manage Subscriptions link at the bottom of the email
  • Select "Unfollow" to remove yourself from the mailing list
  • Click the Save Changes button.

  
• I am no longer receiving newsletter emails.
  
  If you have a spam filter, please add no_reply@incrediblecharts.com to your whitelist.
• Why will my Incredible Charts password not work on the Forum?
  
  Please register separately for the Forum. The software is not developed by us.

  • Your username and password do not have to be the same as for the charts
  • Use only lowercase and avoid CAPITALS
  • Only fields marked * are required fields.
• Why has my post been delayed for several hours before being displayed on the forum?
  
  New members' posts are queued until approved by a moderator.