FREQUENTLY ASKED QUESTIONS (FAQ's)
Internet Trading Connection Tips:
Below are descriptions and fixes to some of the most "simple" problems encountered when connectivity problems show up between Gemini Software and your computer. This is not to say there are a lot of problems. There aren't!. However, when they show, most seem to fall into the list below and can be easily fixed. Here are a few things to know:
- Remember to place the numbers 266 in front of your User ID, which is your 5 digit Gemini account number.
- You MUST remember to include "ira." in front of both your User ID and Password.That's ira with a period after it.
- Be certain that our Customer Service Department has you setup as an authorized Internet trader. In other words we've activated your account for Internet Trading. A lot of our customers believe they have the Password and User ID necessary for Internet trading, when in fact they do not. Activation is a simple process. Call our Customer Service Department and confirm you have the correct information. Their number is 1-800-284-1090.
- Are you on-line? Gemini XML cannot connect if you are not connected to the Internet PRIOR to your opening the software up. This version of Gemini is not designed to open your Internet connection.
- AOL users be aware that in some AOL versions you must:
- Open AOL and choose "INTERNET CONNECTION" from the main menu.
- • Once that screen downloads, choose the "Go to the web" option.
- • Once that screen downloads, you're now on the World Wide web. You can leave your screen open or minimize it.
- • Once you're connected to the Internet, open the Gemini software.
Firewall issues
Is there a Firewall in front of your Internet connection? Firewalls are for internal security and containment. Most are installed in business environments. If there is one and you find you cannot connect to Gemini, contact your firm's IP administrator. They can easily open a "Port" to the Internet for you. We can provide them a Port address if need be. Call Gemini's Technical Support Department at 1-800-284-4030.
Pinging our server
When you are able to get online but can't for one reason or the other reach us on the Internet, there is a simple way to check if your Internet connection is being blocked. This is done by Pinging our server to check and see if your Internet connection to us is open. Here's how to do this:
- Go to the MSDOS mode (start; programs; msdos)
- Go to the prompt (cd..)
- ping 63.85.225.23 and hit enter
- A positive response will tell you the rate and speed of your connection. Any thing else is a negative response and means your Internet connection is not reaching us.
- If you cannot Ping us, place a call to your Internet provider and ask them to check the lines and/or connection between you and us. This is a common procedure, nothing new to them. The provider should also be able to help you at this point.
Error Messages:
I'm getting a "-902" error code:
Any one or combination of these primary reasons can cause this.
- You entered the account number wrong.
- Remember to use 266 in front of your Gemini account number.
- Remember to use the numbers above your alpha pad. The number pad to the right is often pre-configured by the keyboard manufacturer to represent information other than the number. The software may be reading the pre-configured information rather than the number.
- You entered your Password or User ID code. Be sure you are using the correct User ID and Password! In Gemini, these are not case sensitive, so upper or lower case will work. If Gemini refuses to accept your Password and/or User ID, call Customer Service at 1-800-284-1090 and explain your problem. They will check to be sure you are using the "right" Password and User ID.
- There are no funds showing in your Trading Account. Sometimes, our paper work is completed faster than the funds for your account are posted. Our policy is to instantly issue User ID's and Passwords. It generally takes 24-hours for funds to show up. If the funds are not in your account, Gemini will not work. Call us and we will check this out.
- Your account has not been enabled to trade. In this case, call our Customer Service Department to confirm your account has been setup for Internet trading. Our Margin Department sets this up for you. Their telephone number is 1-800-284-1007.
- Be certain you filled out our Electronic Trading Agreement. Our newest Online Forms with Electronic Signatures have this as a mandatory feature. For those that preferred not to fill out Online Forms, the forms mailed to you contain this form as well.
I'm getting a "-903" error code:
This is a communications error code and is the result of the Gemini software's inability to reach our server.
- Make sure your Internet connection is open! Are you on-line? Gemini HTML and XML will just "hang" if you are not connected to the Internet BEFORE you open Gemini. Gemini HTML and XML is not designed to open your Internet connection. Gemini in it's standalone format automatically connects to the Internet if you maintain an online connection via Cable, DSL or T-1 connection.
- If your Internet connection is open but you cannot login to Gemini, close, then reopen the Gemini software. This time try connecting using the "Demo Mode". If that works, the odds are very strong that what is wrong is your Password or User ID is not being entered properly. Call us at 1-800-284-2040. Tell us the problem and we will look up your Password and User ID. By entering these codes in the right way, your problem should be resolved.
- If you are uncertain as to whether Gemini is running or not, you should call our Margin Department at 1-800-284-1007 to confirm such. As you know, not everything over the Internet is always up and running properly. Remember, Gemini uses this product as a backup to OST-Gemini.
- At times you will be asked to "PING the server". This is a very critical step in ensuring that the Internet connection between your computer and ours is clear.
TIP: Stay in touch with the Internet Trading desk #107. Should you not be able to place an order over the Internet, you can always call into Commodity-Fone and place your order through your trade desk. If you cannot access your orders over the Internet or place orders over the Internet, be sure to let the Trade Desk Personnel know. Our emergency number to talk with the Margin Department is
1-800-284-1007, during normal business hours.
TIP: If you are unsuccessful logging in, we've found that at times it helps to close the Gemini window and try logging in again. Computers and networks are "not" perfect. Often simply logging in again, fixes your Internet connection.