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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.
  • About for the installed version.

Some administrative builds or accounts can also expose a provider-specific RAPI diagnostic export. That export is separate from the normal log archive and is not available to every user.

Export Logs​

  1. Reproduce the problem once when it is safe to do so.
  2. Note the time and action.
  3. Select Help > Export Logs.
  4. Save the generated archive in a location you control.
  5. Open the archive and inspect every file before sharing it.
  6. Send it only through the support channel you intend to use.

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.
  • A limited set of related external logs.

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 last reviewed clean candidate installer was missing required defaults. The active candidate source and installer manifest contain product-owned commission, optimizer, fitness, and money-management defaults intended to fix that gap, but the exact clean, signed artifact still requires installation, first-launch discovery, and workflow smoke validation. Until that passes, treat Validator and Optimizer as unavailable on a fresh public installation. Export diagnostics and confirm the installed version. 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.