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Troubleshooting · 2 min read
Runner will not connect
Windows, firewall, and entitlement checks.
Beginner note: These guides fix common access and setup issues — try each step before contacting Support.
Troubleshooting guide
Work through these steps in order. If the issue persists, note what you tried and contact Support.
- 01Confirm you downloaded the latest Runner from Download Runner.
- 02Sign in with the same account that owns the listing.
- 03EMA Crossover Reference is the primary Runner-ready listing today.
- 04Allow Runner through Windows firewall; restart app after install.
- 05When Runner is open, Studio shows the detected Runner version under Run on your PC.
- 06Include that version and any error text when contacting Support.
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What to try next
What beginners ask next
Short answers to the question you probably have right now — tap to expand.
I am brand new — where do I start?
Follow Find → Verify → Run: Marketplace, certificate, Studio backtest, optional Runner.
Getting startedHow do I read a certificate?
Start with symbol, timeframe, primary run metrics, assumptions, and trade log — not headline return alone.
Read help articleI paid but Studio is locked
Check you are signed in with the purchase email, refresh My Strategies, then open Help → billing access.
Read help article