Support
Department
Welcome
to the support page. You may use the form below to
contact our technical support team. But before contacting
us, please look over the following frequently asked
questions and see if they can help you solve your
problem.
For
additional help, you may also visit our support forum
found here.
General
How do I get data into my
charts?
What should I set my time
zone to?
How do I make charts bigger?
The bars on my chart are
all squashed together. How do I spread them apart?
How do I change the background
color on a chart?
Windows
can't find my help file. Where is it?
How
do I get more than 3 days of data on my chart?
How do I get blank space
to the right of the chart?
I
forgot my password.
How
can I get the price axis to display fractions instead
of decimals?
Does
Wave59 work with FOREX?
After
I install Wave59 for the first time, I get a message
"Wave59 is out of date". What is wrong?
I'm
getting a "Class Not Registered Error".
What should I do?
ESignal
I'm
not getting any data. The charts are totally blank.
I've got a chart, but it
isn't updating.
l get a lot of "Esignal
Errors" in the lower right corner.
l keep getting "dbcapi.dll
is out of date. Build XXX or greater is required."
Quote.com
I
keep on getting "Quote.com not logged in".
How do I connect?
I can't get past the "login"
dialog box. It won't accept my password.
The "login" dialog
box won't let me type in my password.
I've got a chart, but it
isn't updating.
What does "Data Corrections
Available" mean at the top of my chart window?
I can't get the QQQ to plot.
What's wrong?
Indicators
Where
is the Natal Forecast?
How do I delete an indicator?
My indicators are all on
top of each other. How do I move them apart?
There are numbers disappearing
on my 9-5 Count.
Drawing
Tools
How
do I delete a drawing tool?
How can I change the size
of the Fibonacci Vortex?
Neural
Nets
I'm
trying to build a neural net, but keep getting "Variables
not allowed in inputs".
How do I delete a neural
net?
How
can I see a neural net system report?
If
you've looked through the frequently asked questions
above and still require assistance, please use the
following form to contact a support representative.
Please double-check your email entry. We will not
be able to respond to you without your email address!
Alternatively, feel free to give us a call toll free
at (866) 494-7613 (or 303.494.7613 Internationally)
to speak with one of our support representatives.
Office hours are 7:30-4:00 Mountain Time.
Answers
below:
General
Q: How do I get data into my charts?
Wave59
requires a data source to get data into charts. For
real-time data, you will need a subscription to one
of the supported
data feeds. These 3rd party feeds do not come
with Wave59 and require a separate subscription. If
you are only interested in working in offline mode
with daily or longer term charts, you can get by with
data files in Metastock or Ascii format.
Top
Q:
What should I set my time zone to?
The
time zone setting needs to reflect the difference
between your computer time (as found in the lower
right corner of your screen) and New York time. Wave59
needs to know how many hours to add to your
computer time to get to New York time, so US users
will be entering a positive number and European users
will be entering a negative one.
Some
common settings can be found below:
Eastern
time: 0
Central time: 1
Mountain
time: 2
Pacific time: 3
Greenwich, England: -5
Top
Q:
How do I make charts bigger?
If
you need to make your charts larger, simply click
and hold the lower right corner or the chart window
with the mouse and drag to resize. If the chart window
expands, but the chart itself remains a fixed size,
simply click once inside the window with your mouse
to refresh. The chart will snap into place at that
time.
Top
Q:
The bars on my chart are all squashed together. How
do I spread them apart?
There
are two ways to alter the spacing on a chart. The
first is to click the shortcut buttons on the left
menu bar that govern bar spacing. These buttons look
and function as shown in the graphic below:
The
second way to increase the spacing of the bars is
to go FORMAT- CHART, then change the "num. days
visible" setting. This setting determines how
many days are displayed on screen at a given time.
A setting of 1 would result in one day plotted. A
setting of 0.5 would result in half a day plotted.
By reducing the "num days visible" value,
the bar spacing will be increased.
Top
Q:
How do I change the background color on a chart?
Click
FORMAT - CHART to bring up the settings box, then
click the COLOR tab. You may adjust the colors on
the chart from here.
Top
Q:
Windows can't find my help file. Where is it?
Sometimes
windows can't locate the file and returns an error
message. Go HELP - WAVE59 HELP and you'll get the
windows error box. It will give you an option to browse
for the help file. Select this option, then look in
C:\Program Files\Wave59 RT\Help. You'll find the help
file located there. Windows will remember this location,
so you will only have to do this once.
Top
Q:
How do I get more than 3 days of data on my chart?
Go
FORMAT - CHART, then click on the DATABASE tab at
the top. Use the calendar to add the days you want.
As you double-click the date (click and drag to select
a range), you will see the date added to the "Date
List" at the left. This list represents the data
that the chart will be aware of. When you click OK
and return to the chart, you'll be able to scroll
backwards to see the new data.
Now,
if you need to actually plot more than the 3 days
on the screen at a given moment, you can modify the
"Num. Days Visible" setting under FORMAT
- CHART.
Top
Q:
How do I get blank space to the right of the chart?
Go
FORMAT - CHART, then click on the "Database"
tab. If you are on an intraday chart, double click
on tomorrow's date in the calendar to add it to the
"Date List" at the right. If you have an
end-of-day chart, increase the ending date to a few
months in the future. This will result in a chart
with white space to the right.
Top
Q:
I forgot my password.
Go
here to have it emailed to you.
Top
Q:
How can I get the price axis to display fractions
instead of decimals?
From an open chart, click OPTIONS -
DECIMALS, and use the options available to set up
how many decimals you want or what kind of fractions
to use.
Top
Q:
Does Wave59 work with FOREX?
Yes,
Wave59 will work with Forex. You need to subscribe
to a data feed that provides forex quotes though.
ESignal is one option. Click
here for more information.
Top
Q:
After I install Wave59 for the first time, I get a
message "Wave59 is out of date". What is
wrong?
Wave59
is constantly being improved and updated. As updates
come out, new install files are posted on the site.
This happens frequently, so it's possible to download
an install file and not be able to run it before the
next version appears. You'd have to time it just right,
but it happens a lot. In this case, Wave59 won't install
properly because it's already out of date. The solution
is just to go back to the member page (click
here) and download the installer again. Once you
have the updated install file, you will not have any
problems getting Wave59 set up.
Top
Q:
I'm getting a "Class Not Registered" Error.
What should I do?
One
of the key components that Wave59 requires has not
been installed properly. Download and run all three
of the following files to fix this issue.
File
1 (fix_class_not_registered.exe)
File
2 (photon_components.exe)
File
3 (ameritrade_components.exe)
Top
ESignal
Q:
I'm not getting any data. The charts are totally blank.
Check
to see if you are connected to eSignal. You will see
a green "OK" in the lower right corner if
you are. If not, go to FILE - SERVER SETUP - ESIGNAL
- OK, then fill out the appropriate information. Enter
"cm*.esignal.com" for the server. This will
get you connected.
If
you see the green OK, now double-check your symbol.
ESignal can be fussy about those. If you enter the
wrong one, or the wrong format, the chart will come
up blank. Futures require a space in between the symbol
and contract month. For example, the e-mini would
be "ES U3".
Top
Q:
I've got a chart, but it isn't updating.
This
happens when the time zone setting is incorrect. Wave59
is receiving the updates, but is putting them in the
wrong spot. Go FILE - TIME ZONE and double check the
entry. Some common settings can be found below:
Eastern
time: 0
Central time: 1
Mountain
time: 2
Pacific time: 3
Greenwich, England: -5
Top
Q:
l get a lot of "Esignal Errors" in the lower
right corner.
That
is a log that tracks all eSignal errors. Some errors
will happen no matter what, so it's only important
for debugging purposes when there is a data problem.
If you have data in your chart and it is updating,
then feel free to ignore this error log.
Top
Q:
l keep getting "dbcapi.dll is out of date. Build
XXX or greater is required."
This
means that the DLL that handles all the eSignal functions
is not current. ESignal periodically issues updates
to their API, which would cause an error like this
to appear. In most cases the program is still functional,
so it's not serious. To upgrade, download the newest
DLL by clicking here.
Save it to your computer. Then close down Wave59,
navigate to the installation folder (c:\program files\wave59
rt) and locate the dbcapi.dll there. Delete that file,
then paste the new one into this location. That should
fix the problem. Alternatively, you can do a full
reinstallation of Wave59, which will do the same thing.
Top
Quote.com
Q:
I keep on getting "Quote.com not logged in".
How do I connect?
Go
FILE - NEW - CHART. A login box will appear. Enter
your QCharts username and password here. If the password
is accepted, the login box will disappear and the
message in the lower left will change to "Connection
OK".
Top
Q:
I can't get past the "login" dialog box.
It won't accept my password.
You
need a subscription to QCharts for this to work. They
will give you a username and password to enter here
that will work. You need to enter their password and
not the Wave59 password to be able to get past this
box. If you don't have a subscription to QCharts,
go FILE - SERVER SETUP to deselect this feed.
Top
Q:
The "login" dialog box won't let me type
in my password.
Sometimes
this login box will be grayed-out and won't let you
enter your password. The first step is to purge the
quote.com connection settings. Go HELP - QUOTE.COM
- PURGE CONFIGURATION FILES. Then exit out of Wave59
and start it back up again.
The
other thing to check is to make sure you don't have
a firewall blocking Wave59 from accessing the internet.
If this is happening, the login box can also look
gray, and will be unable to connect with the Quote.com
server.
Top
Q:
I've got a chart, but it isn't updating.
This
happens when the time zone setting is incorrect. Wave59
is receiving the updates, but is putting them in the
wrong spot. Go FILE - TIME ZONE and double check the
entry. Some common settings can be found below:
Eastern
time: 0
Central time: 1
Mountain
time: 2
Pacific time: 3
Greenwich, England: -5
Top
Q:
What does "Data Corrections Available" mean
at the top of my chart window?
During
the day, Quote.com will sometimes send Wave59 bad
data ticks. As these bad ticks are discovered, Quote.com
will want to change them to make things correct. When
this situation occurs, a "Data Corrections Available"
message will appear. Quote.com is basically asking
you if it's OK to go ahead and fix those bad ticks.
To allow Quote.com to do this, click OPTIONS - PROCESS
DATA CORRECTIONS.
Top
Q:
I can't get the QQQ to plot. What's wrong?
That
symbol requires the exchange to be entered as well.
Try entering the symbol as "amex:qqq". That
should work.
Top
Indicators
Q:
Where is the Natal Forecast?
Look
under the "Astro" menu. This tool is only
available on intraday charts. It won't show up if
you've got a Daily chart open.
Top
Q:
How do I delete an indicator?
Go
FORMAT - INDICATORS, select the indicator you wish
to delete, then click DELETE.
Top
Q:
My indicators are all on top of each other. How do
I move them apart?
To
move an indicator, first select it in the indicator
box at the top of the tool bar. It will look like
this:
Select
the indicator you wish to move by using this drop-down
box. The indicator in question will get thicker once
it has been selected. Next, click the magnet cursor
just to the right of the drop-down box. You can see
this cursor on the graphic above. Now click and drag
anywhere on the chart to move the indicator. The other
cursor next to the magnet (looks like two arrows)
will vertically stretch and compress the selected
indicator, so it's easy to position indicators exactly
how you want them using just these two cursors.
Top
Q:
There are numbers disappearing on my 9-5 Count.
The
9-5 Count has two signal numbers, the red and blue
9's and the gold 5's. These numbers will never disappear,
and will stay put on the chart. All other numbers
are designed to tell you how close you are to reaching
one of these signal numbers. So if you are at a blue
3, you know you have a ways to go until you get to
a blue 9, because there are 6 numbers that still need
to be counted out until that point arrives. On the
contrary, if you were at a blue 7, you would know
to pay attention because the 9 is just around the
corner. So these intermediary numbers are there only
there for this reason. They disappear so that the
chart is kept clean, but if you want to force them
to remain, you can do so by going FORMAT - CHART -
9-5 COUNT - CHANGE SETTINGS - SHOW FULL COUNT = "on".
Top
Drawing
Tools
Q:
How do I delete a drawing tool?
To
delete a drawing tool, use the garbage can cursor.
It can be found on the left menu bar or by going DRAWING
- DELETE AN OBJECT. Then click on the hotspot of the
drawing tool you wish to delete. To see where the
hotspots are, press the SHIFT key on your keyboard.
All hotspots will show up as red dots on the screen.
Top
Q:
How can I change the size of the Fibonacci Vortex?
First,
change your cursor to the pointing hand. Do this by
going DRAWING - ADJUST AN OBJECT. Now click on the
center of the Vortex and hold. If you drag your mouse
side to side you will rotate the Vortex. To resize
it, press the "1" or "2" key at
the same time you are doing this. "1" will
reduce the size, and "2" will increase it.
Top
Neural
Nets
Q:
I'm trying to build a neural net, but keep getting
"Variables not allowed in inputs".
The
inputs that give this error are QScript functions.
When you select them, the neural net will prompt you
for a parameter list. You need to replace those parameters
with values that Wave59 can understand. If you leave
them, or make a typo, Wave59 will give you an error
message.
Let's
say you were entering a moving average as an input.
In this case, Wave59 would prompt you with something
similar to this:
