Q: What are the different types of Internet connections?
A: There are many types of Internet connections (descriptions of each follow). Our trading platforms require a broadband connection to seamlessly accept and send trading data.

Dial-up: The slowest type of Internet connection, it generally runs at speeds ranging from 28.8 to 56.6 kbps (kilobytes per second) depending on the modem and phone line quality. Terra Nova does not recommend the use of a dial-up connection.


ISDN: Integrated services digital network. ISDN offers Internet speeds ranging from 64 – 128 kbps. ISDN is not offered on a dedicated line, but instead shares the line with video, voice and data over digital or normal telephone lines.


DSL: Digital subscriber line. DSL runs through copper telephone wire and ranges in speeds from 256 kbps to 1.5 Mbps. A DSL connection is a dedicated connection and is not shared with any other voice, video or data. Your DSL speed may be restricted to the distance between your system and the DSL central office.


Cable Modem: Offers a fast Internet connection ranging from 1.5 – 3.0 Mbps. A cable modem is a shared connection – the more subscribers that are using the line, the slower your bandwidth. For example, if you are traveling from point A to point B, you will arrive more quickly if there are no other cars on the road. If there are many cars on the road, you will arrive longer than expected. A cable modem works in a similar fashion.


T1: A fast, dedicated connection. While the best connection you could have, it is likely the most expensive.

Q: My quotes seem to be slow. What may be the problem?
A: Slow quotes are generally attributed to slow or faulty Internet connections. The first step is to refresh your connection to our servers. This can be accomplished by logging off and back on to your trading platform. This usually resolves any quote issues.

If your quotes are slow after refreshing your connection to our servers by logging off and back on to your trading platform, we suggest testing the speed and quality of your Internet connection.

Of course, at times slow quotes may be attributed to our data provider. If after logging off and back on to your platform and after running Internet connectivity tests, your quotes are still slow, please call customer support at 1-866-866-6546.

Q: How does logging off and back on to my trading platform help me if my quotes are slow?
A: Sometimes Internet connections can experience a momentary drop in service (what is also known as an Internet hiccup). This will prevent your system from receiving data, as your connection to our servers was lost. Logging off and back on to your platform will refresh and/or re-establish your connection to our servers.

When you log into your trading platform, you connect to one of many data servers. On rare occasions, certain data servers may crash or decrease their speed/efficiency – and this can be the cause of your slow quotes. Any servers that are slow or not working are immediately taken out of production and repaired. By logging off and back on to your trading platform you will connect to a different and working server.

Q: How can I test the speed or quality of my Internet connection?
A: Internet connectivity tests are crucial in determining your Internet connection speed and how well you can reach our servers here at Terra Nova. There are two types of Internet connection tests: Ping and Trace Route.

A ping test sends a packet of data to a specific address (generally a test server) and waits for a reply. Upon return, the test will inform the length of time the data packet used to travel to the test server. To perform a ping test bring up a DOS shell/prompt. (Click on Start/Run/ then type in the word Command and press enter). From the DOS prompt type in ping beacon.taltrade.com. Your system will send the packet of data. You should expect 4 replies detailing the number of milliseconds the packet traveled. The lower the number (in milliseconds), the better your connection. Terra Nova recommends ping test times lower than 250ms in order to run RealTick® and the Terra Nova Investor ™properly. If any data is lost (usually noted as an asterisk) your connection is not only slow, but perhaps down altogether. You must then inform your Internet service provider (ISP).

A trace route test is similar to a ping test, but in addition to the Internet speed, it also traces the route (servers) used to travel from your system to the test server. Generally, there will be about 12-16 servers (or “hops”) taken to reach your test server destination. Each hop will offer a time in milliseconds and the name of the server.

To run a trace route test, access a DOS prompt and type tracert beacon.taltrade.com

If any of these times are above 250ms (or display an asterisk) your connection is an issue and should be reported to your ISP. When contacting your ISP, be sure to inform the server name in the line that produces the faulty or slow connection.

Q: Why can I not login to my trading platform?
A: Passwords used to log into our trading platforms are case sensitive. Be sure that the Caps Lock key is not active when entering your password. Also check the stability of your Internet connection by running ping or trace route tests. If confirming that your password or Internet connection is an issue, contact customer support for further assistance.

Q: What is the significance of the time on my trading platform and my computer system?
A: Since our trading platforms sync with your system time, it is imperative that your system time is accurate. If the system time is not accurate, your charts and other time sensitive data will reflect inaccurately.

Q: I am on a network and cannot seem to connect to your servers. What can I do?
A: In order to seamlessly connect to our servers, you must have certain connection ports open: 1723-1728, 1838 and 448. Open these ports through your computer (or contact your network administrator to open the ports).

Please note: If the proper ports are not open allowing for two-way traffic, you will not be able to log in to RT/Investor. If are accessing RealTick on a system for which you are not the system administrator, or you are unable to run RT/Investor from your location, please contact your system administrator for assistance in changing these configurations.

Q: How can I test if these ports are already open?
A: You may run the RealTick system check-up through this link: http://stagewww.realtick.com/rt_online_systemCheckup/

Q: I have my computer behind a firewall and/or router. Will this affect my connection to your servers?
A: A firewall or router can compromise your connection to our servers. It is important that the firewall and router is configured to allow a seamless connection to our servers. Oftentimes, you can request the firewall or router to allow certain RT start-up files to pass through your security without scrutiny.

These files are as follows:

msgapp32.exe
rt332.exe
ypermcache.exe

Where to perform these configurations depends on your firewall/router. Consult your user’s manual for more details.

We have also found that NETGEAR routers are not compatible with RealTick. If you are currently using a NETGEAR router, we suggest changing your router.

Q: I am using Norton Anti-Virus software. Will this affect my connection?
A: If you are running the latest version of RealTick (7.7), you should not have a problem connecting while Norton anti-virus software is in use. If you are using the Investor trading platform, before logging into the platform, disable Norton and logon to Investor. Once you are logged into the Investor, you may then go ahead and enable Norton.

Q: Where can I download RealTick?
A: You may find the RealTick download by going to the Help Center and clicking on "Download RealTick®."

Q: Where can I download the Terra Nova Investor?
A: You may find the Terra Nova Investor download by going to the Help Center and clicking on "Download Investor™."

Q: Can I download and run RealTick and the Investor on the same computer?
A: No. RealTick and the Investor are not compatible on the same computer.

Q: What is the recommended browser for RealTick and the Investor?
A: Internet Explorer 6.0 or higher is recommended. You cannot use Netscape or AOL browsers to run either RealTick or the Investor.

Q: How can I determine the version of my Internet Explorer browser?
A: Click on Help/About Internet Explorer. The browser version will be on the first line.

Q: How long does it take to download RealTick or the Investor?
A: Download times will depend on the type and quality of your Internet connection. A slower connection can take up to 20 minutes. A faster connection should take about 1 minute.

Q: How can I create a desktop shortcut to access RealTick?
A: Once the RealTick download an installation is complete, there will be a TAL folder in your Task Bar (bottom of your desktop). Open this folder, right click on the RealTick icon and drag to the desktop. Then click on paste.

Q: How can I determine my version of RealTick?
A: Click on Help/About RealTick. Note the version and the build number.

Q: How do I uninstall RealTick?
A: In the lower left hand corner of your computer, click on Start/Settings/Control Panel/Add Remove programs. Search for TAL trading tools – this is the program you will need to remove. Do not reboot. Return to the desktop. Then click on My Computer, and open the C:/ drive. Look for the TAL folder – delete this folder. You can now reboot your computer.

Q: How do I backup my customized page setups to protect against losing my customized pages?
A: In order to backup your customized pages, save a copy of the PARM, PAGES and FAVORITES folders to another area/folder/drive of your computer.

Q: How do I uninstall the Terra Nova Investor?
A: In the lower left hand corner of your computer, click on Start/Settings/Control Panel/Add Remove programs. Search for Townsend RealTime Active X controls – this is the program you will need to remove. Do not reboot. Return to the desktop. Then click on My Computer, and open the C:/ drive, then open the Program Files folder. Look for the TALWEB folder – delete this folder. Finally, you will have removed a file located in C:WINDOWS:DOWNLOADED PROGRAM FILES:TALMULTIQUOTE or EOC9F060... You can now reboot your computer.