How to Upload a Diagnostic Bundle from an IBKR Platform
Overview:
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:
-
IBKR Mobile (Android)
-
IBKR Mobile (iOS)
1. Log in to TWS and try to replicate the issue that you are experiencing
2. Press ‘Help’ at the top left corner and select ‘Upload Diagnostics’. Alternatively, depending on your Operating System, you can use the following keyboard combinations
- For Windows and Linux Operating system: Press Ctrl+Alt+Q
- For Mac: Press Cmd+Option+H
3. The ‘Upload Diagnostics’ window will appear. You may enter the reason for uploading diagnostics in the text box
4. If an Interactive Brokers representative has instructed you to include previous days logs or select specific options when uploading diagnostics, click the dropdown on the right top corner, select ‘Advanced View’ and tick the correspondent checkboxes which will appear on the bottom left part
5. Make sure the checkbox ‘Include screenshot of entire desktop’ is enabled and press ‘Submit’
6. Do not perform any action/activity on your computer until you see the below pop-up, confirming that the diagnostics have been successfully uploaded
A) If you are at the login Screen:
1. Tap the three dots icon in the right top corner and select ‘Upload Diagnostics’
2. Add your username in the comment section and tap ‘Upload’
1. Tap the three lines icon in the top left corner to open the menu
2. Tap ‘Configuration’> ‘Trouble Reporting’> enable the check box next to ‘Debug mode’
3. If requested by an Interactive Brokers representative, enable the check box next to ‘Extended Log’ as well
5. Tap the three dots icon in the top right corner of the screen and select ‘Upload Diagnostics’
6. Enter your comments in comment section and enable the checkbox next to ‘Attach Screenshot’. Then tap ‘Upload’
A) If you are at the login Screen:
1. Tap five times in a quick sequence on the IBKR logo to open the testing menu
2. Under Configuration, enable the toggle button next to ‘Debug mode’
3. Tap ‘Send’ next to ‘Upload diagnostics’
4. Enter your username in the comments section and tap ‘OK’
1. Capture screenshots displaying the issue you are experiencing directly on the phone (pressing together the physical buttons Power + Volume Up)
2. Tap the option ‘More’ in the right bottom corner of the screen
3. Tap ‘Configuration’ and expand the section ‘Trouble Reporting’
4. Enable the toggle button next to ‘Debug mode’ and, next to ‘Upload diagnostics’, tap ‘Send’
5. The ‘Send Diagnostics’ page will appear. Enter your comments in comment section
6. Tap the ‘Attach Image’ button to attach screenshots of the issue that you have previously saved in your camera roll
7. Tap ‘Send’
1. Log in to the app
2. Tap the User icon in the top left corner and select ‘Settings’
3. Tap the option ‘Advanced’ and enable the toggle button next to ‘Debug mode’
4. If requested by an Interactive Brokers representative, enable as well the toggle button next to ‘Extended Log’
5. You will see an ‘Upload Diagnostics’ pop-up. Enter your comments in the field and tap ‘Upload’
Note: If you need to send us screenshots of IMPACT or IBKR GlobalTrader for Android, you would have to attach them to a Message Center web ticket, as explained in IBKB1071
1. Log in to the app
2. Capture one or more screenshots displaying the issue you are experiencing directly on the phone (pressing the physical buttons Power + Volume Up simultaneously)
3. Now tap the User icon in the top left corner and select ‘Settings’
4. Tap ‘Advanced’
5. Enable the toggle button next to ‘Debug mode’ and tap ‘Upload Diagnostics’
6. The ‘Send Diagnostics’ screen will appear
7. Enter your comments in the field and tap ‘Attach Image’ to attach the screenshot/s you previously saved in your camera roll
8. Tap ‘Send’
A diagnostic trace for Client Portal can be captured following the steps on IBKB3512
如何生成".har"文件
Background:
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
.png)
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
.png)
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
.png)
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
.png)
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
Generate RSA Key Pair on Windows
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:
1. Download WinSCP and PuTTYgen.
2. Run the installer and make sure to check PuTTYgen (key generator) as one of the components to install.
3. Start WinSCP and PuTTYgen.
4. On PuTTYgen, click Generate. Enter your sFTP username in the Key Comment field, select RSA as Type of key to generate, 2048 as Number of bits in generated key and click on the button Generate.
2. Run the installer and make sure to check PuTTYgen (key generator) as one of the components to install.
3. Start WinSCP and PuTTYgen.
4. On PuTTYgen, click Generate. Enter your sFTP username in the Key Comment field, select RSA as Type of key to generate, 2048 as Number of bits in generated key and click on the button Generate.
5. Click on "Save private key" and give the file a name (like private). Leave the extension as .ppk ('ale.ppk', in the picture below is an example filename):
6. Open WinSCP, create a new connection and:
- Select SFTP as File protocol.
- Enter xfer.interactivebrokers.com in the Host name field.
- Enter 32 in the Port number field.
7. Click on the button Advanced.
8. In the Advanced Site Settings screen, left side menu, expand SSH and select Authentication. Click on the button ... at the end of the field Private Key file and open the private key you previously saved at point 5):
8. In the Advanced Site Settings screen, left side menu, expand SSH and select Authentication. Click on the button ... at the end of the field Private Key file and open the private key you previously saved at point 5):
9. Click on the button Display public key:
10. Click on the button Copy Key.
11. Open Notepad, press CTRL+V to paste the key string (which is one string of characters without spaces) and then save the file with the name public.key in a folder of your preference:
11. Open Notepad, press CTRL+V to paste the key string (which is one string of characters without spaces) and then save the file with the name public.key in a folder of your preference:
12. Send the file you saved at the previous step to us via Message Center ticket or email as per instructions on IBKB3842
14. Once the IBKR Sales Engineering Team has configured the parameters for your connection on our servers, you will be able to access your SFTP repository by using the connection you have created.
Related articles
KB3842 - Using GPG/RSA encryption keys to guarantee the privacy and security of your Reports
KB3968 - Generate a key pair using GPG for Windows
KB4205 - Generate a key pair using GPG Suite on macOS
KB4108 - Decrypt your Reports using GPG for Windows
KB4210 - Decrypting Reports using your PGP Key pair on macOS
KB4578 - How to Access your Reports using FTP on Windows
KB4580 - How to Access your Reports using FTP on MacOS
Transferring your Key Pair From One Computer To Another
Background:
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:
Windows
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.
macOS
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.
.png)
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.
(1).png)
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.
Related articles
KB3842 - Using GPG/RSA encryption keys to guarantee the privacy and security of your Reports
KB3968 - Generate a key pair using GPG for Windows
KB4205 - Generate a key pair using GPG Suite on macOS
KB4108 - Decrypt your Reports using GPG for Windows
KB4210 - Decrypting Reports using your PGP Key pair on macOS
KB4407 - Generate RSA Key Pair on Windows
KB4578 - How to Access your Reports using FTP on Windows
KB4580 - How to Access your Reports using FTP on MacOS
Decrypting Reports Using Your PGP Key Pair on macOS
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
Common Issues/Questions
- Decryption failed with error 'No Secret Key'
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.
Related articles
KB3842 - Using GPG/RSA encryption keys to guarantee the privacy and security of your Reports
KB3968 - Generate a key pair using GPG for Windows
KB4205 - Generate a key pair using GPG Suite on macOS
KB4108 - Decrypt your Reports using GPG for Windows
KB4407 - Generate RSA Key Pair on Windows
KB4578 - How to Access your Reports using FTP on Windows
KB4580 - How to Access your Reports using FTP on MacOS
Decrypt Your Reports Using GPG for Windows
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)
2. Select Your Key
3. Click on the Files icon in the menu
4. Click the Open menu icon
5. Navigate to the encrypted Report and select it. Click the Open button in the bottom right as seen in the image below
6. Your file should now be listed in the file manager as seen below
7. Click the decrypt button and the decrypted file should appear below in blue.
Common Issues/Questions
- Decryption failed with error 'No Secret Key'
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.
References
KB3842 - Using GPG/RSA encryption keys to guarantee the privacy and security of your Reports
KB3968 - Generate a key pair using GPG for Windows
KB4205 - Generate a key pair using GPG Suite on macOS
KB4210 - Decrypting Reports using your PGP Key pair on macOS
KB4407 - Generate RSA Key Pair on Windows
KB4578 - How to Access your Reports using FTP on Windows
KB4580 - How to Access your Reports using FTP on MacOS
KB4409 - How to set up sFTP for using Certificate Authentication on Windows
KB4410 - How to set up sFTP for using Certificate Authentication on macOS
KB4411 - How to backup your public/private Key pair
KB4323 - How to transfer your public/private key pair from one computer to another
KB4409 - How to set up sFTP for using Certificate Authentication on Windows
KB4410 - How to set up sFTP for using Certificate Authentication on macOS
KB4411 - How to backup your public/private Key pair
KB4323 - How to transfer your public/private key pair from one computer to another
手機收不到IBKR的短信（SMS）
Background:
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：
- 所有運營商：Federal Trade Commission Registry
- T-Mobile：消息阻斷設置請參見T-Mobile網站或直接在T-Mobile應用程序中查看
印度：
中國：
- 直接致電運營商詢問其是否在阻斷IBKR的消息
參考文章：
如何使用語音回呼接收登錄驗證代碼
Background:
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。
如何使用語音回呼
如果沒收到登錄驗證代碼，您可選擇語音。選擇後您便會通過自動回呼接收登錄驗證代碼。請根據您嘗試登錄的平臺按以下說明操作。
客戶端
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。
TWS
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。
移動IBKR - iOS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。
移動IBKR - 安卓版
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。
參考：
如何共享安全設備
Overview:
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。
注：使用移動IBKR驗證程序（IB Key）的客戶無需採用此設備共享步驟，IB Key支持直接從移動IBKR應用程序內啟用多個使用者（菜單：驗證 -> 添加使用者）。
Background:
要求
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）。
c) 必須共享具有最高保護等級的實物設備。如果所有設備保護等級一樣，則可任選一個。您可根據下表檢查自己設備的安全等級：
|
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） |  |
操作步驟：
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
3. 點擊左上方的菜單圖標，然後依次點擊設置>使用者設置
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4. 點擊安全登錄系統旁的齒輪圖標（設置）
5a. 如果使用者沒有任何活躍的設備，則系統將顯示參加SLS菜單。選擇“我已有一個使用另一用戶名的安全登錄設備” 然後點擊繼續
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5b. 任何其它情況，系統會顯示設備列表。點擊共享設備繼續
6. 輸入在第1條中確定的設備所有者的登錄信息，然後點擊繼續
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7. 根據將要共享的SLS設備，系統會顯示相應的安全要素（挑戰碼或索引號）。操作SLS設備，使用系統提供的安全要素生成響應碼。在對應區域輸入響應碼，然後點擊繼續
8. 檢查輸入的信息是否正確，然後點擊繼續
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。
b. 設備共享請求處理後，多餘的設備您可自行妥善保存。今後您可能會要取消設備共享，重新激活該等設備。如果覺得不會再用該等設備，您可將其寄回給我們（僅限DSC+），具體請參見下方頁面說明：
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。
- 身份信息不同：
如果共享設備所涉及的實體/個人的身份信息不一致，便會出現此錯誤提示。請注意，如果使用者屬�不同的實體/個人，則無法進行共享。
如果使用者屬�同一實體/個人，可能會因為存檔身份文件過時而導致出現不一致。這種情況下，您可聯繫我們的客戶服務更正資料。
參考文章：
- 安全登錄系統概述：KB1131或ibkr.com/sls
- 多重雙因素驗證系統（M2FS）：KB2895
- 如何在多個使用者之間共享安全登錄設備：KB2481
- 如何在退出後重新加入安全登錄系統：KB2545
- 退出安全登錄系統後的安全考慮：KB1198
- 安全設備是否收取任何費用？KB1861
- 如何排除客戶端登錄故障：KB1132
- 如何排除交易平臺登錄故障：KB1133
