Troubleshooting

If the following frequently asked questions don't answer your questions, then call (866) 295-0166 x 2. Support is available to all users (including free trials) from 8:00 AM Central to  5:00 PM (Noon on Fridays) market days. 

If you are dissatisfied with our support, ask that the problem be escalated to senior technical support. Call (866) 295-0166 to talk with a member of our management team.

We will assist you with any aspect of using your computer needed to run FastTrack. Of course, there are a lot of non-FastTrack problems that we cannot handle, but we can always help you isolate the issues in preparation for your call to other support organizations.

• Data
• Interaction with other programs
• Printing

Data Problems

If your data has been corrupted by a hardware or power failure at your end:

Try our online integrity check.

If your data, even a single point, is incorrect for no apparent reason:

Sometimes we make mistakes that cause big spikes or stair steps in your charts.

Please, end email to data@fasttrack.net

PLEASE give us your name and phone number. Often the data problem is only on your machine's database, we will call you. If the problem is us, then we will fix the problem in your next download, and still call you to thank you for the feedback and to ensure that the problem is resolved.

If a distribution is missing:

We try hard to get all the distributions in advance for all the issues we carry.  Please call (866) 295-0166 and report the problem on our 24-hour/day, 7-days/week "Data Corrections Hotline". or, send email to data@fasttrack.net Give us the ticker symbol, X-Date, and amount, if you know it. We will verify this information with the fund company and work with them to get more timely information in the future. The distribution will be posted in your next download.

If you believe FastTrack is improperly adjusting the data when distributions occur:

We have been at this for many years and are confident that we do it right (given the right data). See the Distribution Adjustment Work Sheet that will show you step by step how to make your calculations properly. If you still feel, we are in error please call.

Printing

See our general printing discussion. There is a lot that can go wrong with printing. Printers are very different in their qualities . . . but there is much you can control. Here are some general guidelines.

1. Under the Page Setup button be sure your margins are appropriate for your printer. Some printers will lock up if you attempt to print too close to the edges of the paper.
2. Use the Black and White option button to print on a black and white printer. On some b/w printers, printing a color image works fine. On others, it is impossible.
3. Use the Printer Setup button. Investigate your printer's properties.
4. Uncheck the "Use Background" option if the diagonal lines or Investors FastTrack logo look bad.