> For the complete documentation index, see [llms.txt](https://docs.motivewave.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.motivewave.com/knowledge-base/connection/rithmic-connection-issues-and-troubleshooting.md).

# Rithmic - Connection Issues and Troubleshooting

If you're encountering connection issues with MotiveWave through Rithmic, usually they are coming from the connection and are related either to your credentials or the account. 

## Permission denied

You might see error messages like "**Connection failed...Please contact the FCM/IB...**" :

<figure><img src="/files/q9K8bFS7xlgzQIFkxXs2" alt=""><figcaption></figcaption></figure>

On **Mobile** platform,  you might get the following error message :

<figure><img src="/files/gwA9UqOIalUOsdciMOtO" alt=""><figcaption></figcaption></figure>

In this case, there are a few troubleshooting steps you could try:&#x20;

* **Double-check credentials and server**: Ensure you have entered the correct username, password, and have selected the right server. Be aware that non-ASCII characters in your credentials can sometimes cause issues. In this case, you might need to create new credentials.
* **Verify your login**: Test if you are able to access or log into the account using Rithmic's free RTrader or RTrader Pro software found here: <https://www.rithmic.com/rtraderpro> .  Alternatively, you can also try logging in via the Rithmic web portal: <https://rtraderpro.rithmic.com/rtraderpro-web/> .&#x20;
* **VPN or Security Software**: Make sure to check whether your VPN or any special security software is enabled, since Rithmic may not function correctly and can cause issues.

If you are not able to login via the web or software, then you would need to contact your broker and have them check your account.

## **Error creating instance code: Code: 1 Message: os error**

This is a generic message from Rithmic with the issues ranging from VPN, firewalls, antivirus software, non-ASCII charaters in the OS username or incorrect installation directory.

Below are some troubleshooting steps for this issue:

* Ensure there are no VPN, firewalls, antivirus software affecting MotiveWave connecting to the servers.
* Check if the username of your operating system contains non-English characters, such as ú, á, ý, š, ö, ñ, etc. The issue likely stems from improper locale configuration, leading to failures when handling file paths that include non-ASCII characters in directory names. In this case, try creating a different username that does not contain regional characters.&#x20;

<figure><img src="/files/qWg01UZbnTOtHEYHCgWX" alt=""><figcaption></figcaption></figure>

* Check your current MotiveWave installation path. For example, on Windows OS, try installing MotiveWave on the system driver C:, instead of on other drivers.

## **Frozen Login Screen**

In case the login screen freezes when connecting to Rithmic, it indicates MotiveWave is waiting for a response from the Rithmic server, which suggests a temporary server issue on their end. Please try restarting MotiveWave to reestablish a new connection with their server, or attempt to log in again later. If the issue persists, you may need to contact your broker or Rithmic directly for assistance.

If you continue to experience difficulties, please reach out to our Support team at <support@motivewave.com> for further troubleshooting.