Important
If you report a technical concern to support, always include:
A screen recording showing the behavior
Device model
Operating system version
Screen recordings are extremely important for successful troubleshooting and debugging.
Without a video recording, support will usually need to request it after you reach out, which may delay investigation and developer review.
Common examples
This article applies to situations such as:
App not loading
Endless loading screen
Platform freezing
Black or blank screen
Buttons not responding
Charts not loading
Random disconnects
App crashes
Platform behaving unexpectedly
Check for app updates
Ensure you are using the latest version of the application:
App Store (iOS)
Google Play Store (Android)
Clear app or browser cache
For mobile:
Open device settings
Find the TradeLocker app
Clear app cache
For browser:
Clear browser cache and cookies
Reinstall the application
Uninstall and reinstall the app to ensure the latest version and clean application data are being used.
Try another platform version
Test whether the behavior also happens:
In a web browser - https://live.tradelocker.com
On desktop app - https://tradelocker.com/desktop/
On another device
Restart device and update OS
Restart the device
Verify the operating system is updated
Check internet connection
Test:
Wi-Fi connection
Cellular/mobile data
Internet speed and stability
You can also try:
Another Wi-Fi network
Another internet provider
Check permissions and security software
Verify:
Notification permissions
Network permissions
Antivirus or firewall software
Some security tools may block TradeLocker connectivity or functionality.
What to send to support
If the concern continues, send:
Device model
Operating system version
Screen recording showing the behavior
Screenshots if applicable
The video should clearly show:
The full behavior from start to finish
Any error messages
Buttons or actions being used
Why screen recordings matter
Screen recordings provide developers with visual insight into the exact behavior occurring on the device.
Without this visual context, reproducing and debugging technical concerns becomes significantly more difficult.
Providing a recording immediately helps reduce back-and-forth communication and speeds up investigation.
Keep in mind
Some concerns may be device-specific, browser-specific, or network-specific, which is why detailed technical information is required during troubleshooting.