Preserve the current state
Take note of the software version, visible status, settings, recent messages, and when the issue began before restarting or changing anything.
Check the basic dependencies
Confirm the trading environment is connected, the relevant market is available, automation is enabled as instructed, and no current update notice requires action.
Escalate through the official channel
Share non-sensitive diagnostic information through the official support path. Never send broker passwords, payment-card data, or remote-access credentials.