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Support And Diagnostics

Use the Logs window and Help menu to collect evidence before reporting a problem. A clear timestamp, action, and diagnostic archive are usually more useful than a screenshot of the final error alone.

Start With Safe Recovery​

  1. Stop any strategy that may submit orders.
  2. Confirm the selected account and connection.
  3. Record the current time, instrument, timeframe, and open window.
  4. Capture the exact error text.
  5. Check whether the application recovered or remains unresponsive.
  6. Open Logs and review messages around the recorded time.

Do not repeatedly retry an order or connection action until you understand whether the previous request reached the provider.

Open Help And Diagnostics​

The Help menu provides:

  • Support.
  • Knowledgebase.
  • Updates.
  • Export Logs.
  • Export RAPI Logs, customer-accessible from the recorded 1.1.17 release onward.
  • About for the installed version.

Export RAPI Logs creates a provider-specific diagnostic archive separately from Export Logs. It does not require an administrative entitlement. Use the command requested by support; in the reviewed implementation the standalone RAPI export retains the latest-session selection, while standard log export has its own history setting.

Export Logs​

  1. Reproduce the problem once when it is safe to do so.
  2. Note the time and action.
  3. If the installed build exposes it, open Tools > Options > General > Preferences > Logs and set Export log history to cover the incident. Select OK.
  4. Select Help > Export Logs.
  5. Save the generated archive in a location you control.
  6. Open the archive and inspect every file before sharing it.
  7. Send it only through the support channel you intend to use.

Reviewed 1.1.27 source: new export-history settings default to Last 3 hours. Available choices are 3 hours, 12 hours, 24 hours, 3 days, 7 days, or all available logs. Existing saved choices are preserved. Select a longer window for an older incident; see the documentation version map for availability.

The history window filters in-memory log snapshots and structured Trade Copier events. It selects external and RAPI disk files that may cover the window, then includes those files whole after sanitization. Older entries can remain in selected files, and undated evidence can be included because its age is unknown. A three-hour selection does not guarantee a small or fast export. Selecting All available logs can process substantial history; the setting does not delete or rotate source logs.

Depending on what is available, the archive can include:

  • Main application log output.
  • System/debug log output.
  • Strategy output.
  • Code Lab build errors.
  • A diagnostic manifest.
  • Rendering/environment information.
  • Related external and RAPI logs selected for the requested history.
  • Structured Trade Copier events and their diagnostic manifest when available.

The archive is diagnostic evidence, not a complete backup of your workspace or research database.

Redaction Is Best Effort​

Log export applies automatic sanitization for common secret assignments, authorization headers, query-string secrets, wallet-like private keys, account/address identifiers, GUIDs, and local user paths.

Automatic redaction is pattern based and cannot recognize every secret, proprietary strategy value, provider payload, filename, note, or custom log message.

Before sharing an archive:

  • Search for API keys, tokens, passwords, private keys, seed phrases, and authorization values.
  • Review account, wallet, order, strategy, instrument, and local-path information.
  • Remove unrelated files.
  • Never publish the archive in a public issue or forum.

If you discover a secret in a shared log, revoke or rotate it with the relevant provider; deleting the message alone may not be sufficient.

Local Log Files And Retention​

Debug logs are written below Documents\HyperionX\Log. Additional normal file logging depends on application options.

The current application does not document a guaranteed automatic retention or deletion period for every local log. Logs can accumulate and can also be copied by backup or folder-sync software.

Periodically:

  1. Close HyperionX.
  2. Keep logs required for an active support case or audit.
  3. Remove only old HyperionX logs you no longer require.
  4. Review backup and synced-folder copies separately.

Clearing the Logs window clears its current in-memory view; it is not a guarantee that previously written disk logs or exported archives were erased.

What To Include In A Support Request​

Include:

  • HyperionX version from Help > About.
  • Windows version and whether the install is a fresh install or upgrade.
  • The window and action that failed.
  • Instrument, timeframe, and connection type.
  • Whether the selected account was live, test, paper, or playback.
  • Exact local time and timezone.
  • Exact error text.
  • Whether the problem is repeatable.
  • Recent changes to custom scripts, provider configuration, workspace, or application version.
  • The inspected log archive when requested.

Do not include credentials or wallet recovery material.

Common Diagnostic Paths​

Custom Script Does Not Compile​

  1. Open Code Lab and rebuild.
  2. Review build errors and the first reported compiler error.
  3. Confirm the script uses HyperionX namespaces and APIs.
  4. Temporarily disable only the failing custom script.
  5. Export logs if the compiler or editor fails rather than reporting a normal code error.

Validator Or Optimizer Is Empty On A Fresh Install​

The project changelog records product-owned commission, optimizer, fitness, and money-management defaults in signed release 1.1.11 and later. This documentation audit did not independently test the distributed installer. Confirm the installer signature and Help > About, wait for first-launch compilation, then export diagnostics if the expected modules remain missing. Do not solve the issue by importing untrusted modules.

Research Lab Or Python Repair Fails​

  1. Confirm the license includes the Research Lab feature.
  2. Run Repair Python once.
  3. Check security software for a quarantined signed runtime or worker.
  4. Record the job/action time.
  5. Inspect the Research Lab logs and export diagnostics.

Research Lab is Preview. See Research Lab for its data-storage and retention limitations.

Workspace Fails During Startup​

  1. Record the last window or custom script loaded.
  2. Review Logs for the first exception.
  3. Start with a clean workspace when the application provides that path.
  4. Re-enable components one at a time.
  5. Preserve the failing workspace and logs for support before deleting anything.

Provider Or Order State Disagrees With The Chart​

Treat the provider's account/order state as authoritative while investigating. Do not submit a duplicate order merely because a chart marker is missing. Record order identifiers and timestamps without posting them publicly.