Some support related issues require diagnostics files and logs to be uploaded along with screenshots. The information will help our team to investigate and resolve the issue that you are experiencing.
This article will help you with detailed steps on how to upload diagnostics files and logs from various Interactive Brokers’ trading platforms.
Note: IBKR does not monitor the diagnostic bundle repository throughout the day. Should you spontaneously decide to upload a diagnostic bundle, without being instructed by Interactive Brokers, please inform our Client Services via Message Center ticket or phone call otherwise your error report will go unnoticed.
Please click on one of the links below, according to the platform you are using:
7. Enter your comments in the field and tap ‘Attach Image’ to attach the screenshot/s you previously saved in your camera roll
A diagnostic trace for Client Portal can be captured following the steps on IBKB3512
在解決重大的網站問題時,有時我們的客服團隊需要您提供有關您的瀏覽器的更多信息。我們可能會要求您錄製並提供.har文件。該文件包含有關您的瀏覽器發送及收到的網絡請求的更多信息。您的瀏覽器可在問題發生時記錄HTTP/HTPS請求和響應的內容、時間軸及狀態,從而生成此類文件。
我們將在本文中解釋如何生成.Har文件。請在下方點擊您正在使用的瀏覽器:
1. 打開Google Chrome並前往發生問題的頁面。
2. 點擊鍵盤上的 CRTL +SHIFT + I 。或者,點擊Chrome菜單圖標(瀏覽器窗口右上角的三個垂直點),然後選擇 “更多工具” > “開發者工具”
3. “開發者工具”會以停靠面板的形式在Chrome側面或底部打開。選擇 “網絡”選項卡(如圖1)
圖1
4. 在 “開發者工具” 工具欄左上角找到圓形的“錄製”按鈕並確保它是紅色的。如果它是灰色的,點擊一次開始錄製或點擊 CTRL+E (如圖2)
圖2
5. 激活 “保留日誌”選項框(如圖3)
圖3
6. 點擊 “清除” 按鈕清除已有的日誌。“清除” 按鈕顯示為停止圖標,位於 “錄製” 按鈕的右側 (如圖4)
圖4
7. 再現您遇到的問題並錄製網絡請求。
8. 當您完成問題再現後,右擊已記錄的網絡請求列表上的任意地方,選擇 “以HAR格式保存所有內容”, 並將文件保存在您計算機上任意您想保存的位置(如桌面)。
9. 在IBKR客戶端中, 前往消息中心並創建 一個新的網絡諮詢單(或使用已有的諮詢單)
10. 在網絡諮詢單內,將之前生成的.har文件作為附件添加。 如果IBKR客服向您提供過諮詢單號或客服代表的名字,請在諮詢單中加上這些信息。
11. 提交網絡諮詢單
1. 打開Firefox並前往發生問題的頁面
2. 點擊鍵盤上發 F12 。或者,點擊Firefox菜單按鈕(瀏覽器窗口右上角的三條平行線),然後選擇 Web 開發者工具 > 網絡
3. 開發者網絡工具會以停靠面板的形式在Firefox底部打開。選擇 “網絡”選項卡(如圖5)
圖5
4. 激活 “保存日誌”選項框(圖6)
圖6
5. 再現您遇到的問題。系統會自動開始錄製網絡請求。
6. 再現問題後,右擊已錄製的請求列表並選擇“所有內容另存為HAR”
7. 將文件保存在計算機上的任意位置(如桌面)
8. 在IBKR客戶端中, 前往消息中心並創建 一個新的網絡諮詢單(或使用已有的諮詢單)
9. 在網絡諮詢單內,將之前生成的.har文件作為附件添加。 如果IBKR客服向您提供過諮詢單號或客服代表的名字,請在諮詢單中加上這些信息。
10. 提交網絡諮詢單
1. 打開Edge並前往發生問題的頁面。
2. 點擊鍵盤上發 F12 。或者點擊Edge菜單圖標(瀏覽器窗口右上角的三個平行點),然後選擇 “更多工具” > “開發者工具”
3. 點擊“網絡” 圖標 (如圖10)
圖10
4. 再現您遇到的問題並錄製網絡請求。
5. 完成後,點擊軟盤圖標(導出為HAR) 或按 CTRL+S (如圖11)
圖11
6. 為文件命名並將文件保存在您計算機上的任意位置(如桌面)。然後點擊 “保存” 按鈕
7. 在IBKR客戶端中,前往消息中心並創建一個新的網絡諮詢單(或使用已有的諮詢單)
8. 在網絡諮詢單內,將之前生成的.har文件作為附件添加。 如果IBKR客服向您提供過諮詢單號或客服代表的名字,請在諮詢單中加上這些信息。
9. 提交網絡諮詢單
注:在生成HAR文件前,請確保您可在Safari中看到 “開發者” 菜單。如果您看不到這個菜單,請點擊Safari瀏覽器,選擇 “偏好設置”, 前往 “高級” 選項卡並激活菜單欄 “顯示開發”菜單旁的選項框。
1. 打開 “開發” 菜單並選擇 “顯示網頁檢查器” 或點擊 CMD+ALT+I
2. 點擊 “網絡” 選項卡 (如圖12)
圖12
3. 激活 “保留日誌”選項卡(圖13)
圖13
4. 點擊 “導出” 圖標(或按CMD+S), 為文件命名並將其保存在計算機上的任意位置(如桌面)並保存.har文件
5. 在IBKR客戶端中,前往消息中心並創建一個新的網絡諮詢單(或使用已有的諮詢單)
6. 在網絡諮詢單內,將之前生成的.har文件作為附件添加。 如果IBKR客服向您提供過諮詢單號或客服代表的名字,請在諮詢單中加上這些信息。
7. 提交網絡諮詢單
Those instructions apply to users who are receiving their statements via sFTP. If you elected to receive your statements in that way, you would first need to generate an RSA Key pair. Here is how to do that:
If you need to decrypt files that were encrypted with your private Key on an additional computer, you need to copy both your private and public keys (the entire Key pair) to that computer.
Note: this tutorial assumes you have already set up a Key pair. If you need guidance to set up the Key pair please refer to this article, which is a prerequisite to the instructions below.
How to transfer your Key pair:
Please select one of the below links, according to your Operating System:
1. On the machine where the encryption keys are stored, connect a USB drive to a free USB port.
2. Launch the GPA Key Manager application and select the encryption key you want to transfer. Please make sure that you see the text 'The key has both a private and a public part', in the details panel on the bottom of the window, as highlighted in the screenshot below.
3. Select the menu Keys and then click on Backup. Do NOT use Export, as this will only export the public part while you need both the public and the private key.
4. Save the key with a filename (e.g. secret-key-KEYID.asc) on the USB drive.
5. Eject the USB drive and connect it to a free USB port on the other computer (the one you want to transfer the key to). All the next steps have to be executed on that machine.
6. Make sure the the GPA software is installed, otherwise please install it.
7. Launch the GPA Key Manager application and click on the top menu Keys and then on Import Keys.
8. Click on the letter correspondent to the USB drive and select the file you have previously saved (e.g. secret-key-KEYID.asc). Then click Open.
9. The confirmation message should display "...1 public keys imported... 1 secret keys imported..."
10. Once the key has been successfully imported, delete the key file from the USB drive and empty the Trash.
1. On the machine where the encryption keys are stored, connect a USB drive to a free USB port.
2. Launch the GPG Keychain application and select the encryption key you want to transfer. Please make sure that you see the text Type: Secrete and public key, in the Type column.
3. With the desired encryption key highlighted, click Export. Please make sure to check the box for the option Include secret key in exported file, as illustrated in the above screenshot. Save the key pair to the USB drive.
4. Eject the USB drive and connect it to a free USB port on the other computer (the one you want to transfer the key to). All the next steps have to be executed on that machine.
5. Make sure the GPG Tools suite is installed, otherwise please install it.
6. Launch the GPG Keychain application and click the icon Import on the top toolbar.
7. Click the USB Drive and select the previously saved .ASC file that contains the Public and Private key. Then click Open.
8. The confirmation should read Import successful.
9. Once the key has been successfully imported, delete the key file from the USB drive and empty the Trash.
Note: This tutorial assumes you received reports via email or via FTP that were encrypted with the public key you sent to IBKR . If you need guidance to set up the encrypted statement delivery, please refer to this article, which is a prerequisite to the instructions below.
1. Open Finder
2. Right click on the .gpg file you want to decrypt
3. Select Services > OpenPGP: Decrypt File
This is commonly caused when the wrong encryption key is used to decrypt the file. If decryption is being done on a computer other than the original computer used to create the public/private keys, the keys would have to be transferred from the original computer to the new computer.
If the above does not help, then a new public/private key pair needs to be created and sent to us.
Note: This tutorial assumes you received reports via email or via FTP that were encrypted with the public key you sent to IBKR. If you need guidance to set up the encrypted statement delivery, please refer to this article, which is a prerequisite to the instructions below.
How to Decrypt Encrypted Email Data using GPA:
1. Start the GPA program (included in Gpa4win suite)
This is commonly caused when the wrong encryption key is used to decrypt the file. If decryption is being done on a computer other than the original computer that was used to create the public/private keys, the keys would have to be transferred from the original computer to the new computer.
If the above does not help, then a new public/private key pair needs to be created and sent to us.
在客戶端中驗證了手機號之後,您應該馬上就能收到IBKR向您手機發送的短信(SMS)。本文闡述了在無法收到短信的情況下您可以採取的解決方法。
1. 激活移動IBKR驗證(IB Key)作為雙因素驗證設備
為免受無線/手機運營商相關問題影響、穩定接收所有IBKR消息,我們建議您在手機上激活移動IBKR驗證(IB Key)。
我們的手機驗證以移動IBKR程序自帶的IB Key作為雙因素安全設備,因此在登錄IBKR賬戶時無需通過SMS獲取驗證碼。
移動IBKR程序目前支持在Android和iOS手機上使用。下方為安裝、激活和操作說明:
2. 重啟手機:
關機然後再重新開機。通常這樣就能收到短信。
請注意,某些情況下,如漫遊出運營商服務的範圍時(在國外),您可能無法收到所有消息。
3. 使用語音回呼
如果重啟手機後還是沒能收到登錄驗證碼,請可以選擇“語音”。然後您會接到自動的語音回呼,告知您登錄驗證碼。有關如何使用語音回呼的詳細說明,請參見IBKB 3396。
4. 檢查看是否您的手機運營商阻斷了來自IBKR的SMS
某些手機運營商誤將IBKR的短信識別為垃圾短信或不良內容,會自動對其進行阻斷。您可以聯繫相應地區的相應部門檢查您的手機號碼是否有短信過濾:
美國:
印度:
中國:
參考文章:
如果啟用了短信驗證作為雙因素驗證方式,您可使用語音回呼來接收登錄驗證代碼。本文詳述了登錄平臺時使用語音回呼的具體步驟。
2. 從兩個選項中選擇"語音"然後等待回呼。
3. 選擇語音後,您會在一分鐘內接到回呼。請等待回呼,準備好記下回呼將提供給您的代碼。
2. 從兩個選項中選擇"語音"然後點擊確定,等待回呼。
3. 選擇語音後,您會在一分鐘內接到回呼。請等待回呼,準備好記下回呼將提供給您的代碼。
注:TWS的語音回呼功能只適用於最新版和BETA版。
2. 從兩個選項中選擇"語音"然後等待回呼。
3. 選擇語音後,您會在一分鐘內接到回呼。請等待回呼,準備好記下回呼將提供給您的代碼。
2. 從兩個選項中選擇"語音"然後等待回呼。
3. 選擇語音後,您會在一分鐘內接到回呼。請等待回呼,準備好記下回呼將提供給您的代碼。
參考:
IBKR允許個人在單個賬戶或其名下多個賬戶內使用多個不同的用戶名。不想持有多個實物安全設備的個人可以選擇將名下賬戶多個使用者合併、共享一個設備。下方列出了共享設備的要求和操作步驟。
只有滿足下列所有條件才能共享實物安全設備:
a) 參與使用者屬�同一實體;或雖屬�不同實體但身份信息相同(出生日期、國籍、法定居住國家、身份文件類型與號碼、美國公民和居民的社會安全號碼)。
b) 參與使用者當前沒有臨時安全設備(臨時碼、在線安全代碼卡)。
安全等級 |
設備名稱 |
設備圖像 |
最高 | 數碼安全卡+(DSC+) | ![]() |
最低 | 安全代碼卡(SLS卡) | ![]() |
1. 確定保護等級最高的設備和設備所屬的使用者。我們稱該等使用者為設備所有者
2. 用提出請求的使用者(不是設備所有者)登錄客戶端
a. 大多數情況下,您的共享請求都會自動立即獲批、處理並實施。如果需要您的合規部門批准,在批准完成前,請求會保持待定狀態。
c. 下方為最常見的錯誤信息及其原因:
- 設備安全等級低:如果請求共享的設備安全等級相對更低,便會出現此錯誤提示。請選擇安全等級最高的設備進行共享。