Saxo Group monitors all operations, and has failover procedures and backup for all systems. Internal failures are therefore handled immediately, and normally not noticeable to the outside. We therefore urge you to troubleshoot locally before contacting us, as we are already monitoring all operations to keep downtime and outages to a minimum.

E-mail Troubleshooting

Getting notifications via email is a one way communication. The immediate sources of error will therefore typically be missing/delayed emails or content related problems. Missing/Delayed emails
If the flow of emails is stopping or there is reason to be suspicious about a sudden lack/delay of incoming messages, the problem can be either related to the sending or receiving mail server. The mail servers at Saxo Group are designed for extremely high volumes, and are therefore not to be considered as the primary source. The receiving mail server (@client) is usually more exposed to varying loads, as well as DOS attacks from the outside. The following procedure is suggested to troubleshoot missing/delayed emails:

1. Check that the receiving mail server is generally able to receive mail from outside domains.
2. Check that other external parties can send mails to the address in use.
3. Check that the receiving mail server is not rejecting or blacklisting the Saxo Group servers.
4. Check that the receiving mail server is not filtering or relocating Saxo Group mails to spam or anti-virus mail boxes
5. Contact Saxo Group for further investigation

Missing/Invalid content

Mails are sent in plain text, which is highly compatible with any mail reader. However, sometimes certain characters may look foreign, and sometimes content may be missing. This is usually caused by using or defaulting to invalid character encodings in the mail reading client. Saxo Group messages are encoded with UTF8, which is a widely used international standard. It's also possible to receive notifications as attachments, which also requires the mail server and mail clients not to discard or filter out attachments. Saxo Group sends the notifications as files with either .xml or .csv extensions, which should be enabled on the mail server and clients. The following procedure is suggested to troubleshoot missing/invalid content:

1. Check that your encoding is set to UTF8
2. Try forward the incoming mail to another mail client (different brand), to see if it renders correctly.
3. Check that you can send and receive attachments of type .xml and .csv, by composing a mail with one of these, and send it to an internal address for verification.
4. Contact Saxo Group for further investigation

SWIFT Troubleshooting

SWIFT messages are transferred by message queuing servers, which handle all the aspects of message delivery, consistency and reliability between parties. The usual source of failures in SWIFT communication is broken communication and invalid message formatting.

Broken communication

The local message queuing server servicing SWIFT messages may be unable to communicate with the outside servers. Communication should be verified by a SWIFT technician.

Invalid Message Formatting

All SWIFT messages are encoded in UTF8, and formatted to comply with the SWIFT message standards. However, in some circumstances the SWIFT messages might be unreadable or not formatted exactly as the standards specifies. If the message format is suspect to be invalid, please make a copy of the message and send it to Saxo Group for further analysis.

File Transfer Troubleshooting

File transfers are normally only troubled by broken communications, or misconfiguration of the account login/password. Under normal operation file transfers are very reliable due to the built-in error correction in the underlying TCP protocol. In Saxo Group, file transfers are handled by dedicated servers designed for high volume.

Broken communication

If the communication is suspect to be broken, please verify the following:

1. Check that your file transfer client/server is able to communicate with other parties.
2. Check that you can connect (or ping) the Saxo Group server
3. Contact Saxo Group for further investigation

Invalid Credentials

Depending on how the file transferring is setup, the account login details have to be authenticated either by the Saxo Group or the customer server. One of the ends will supply the login/password and the other end will verify (authenticate) these.

1. If the customer server is authenticating the login request, make sure that the credentials supplied to Saxo Group are still valid on the customer server, by trying login in locally.
2. If the Saxo Group server is authenticating the login, make sure that you are using the same credentials as originally provided by Saxo Group.
3. Contact Saxo Group for further investigation

FIX Troubleshotting

The source of error for FIX communication, are typically invalid credentials, network outages or sequence numbers becoming out of sync. The FIX protocol is resistant to short network outages, as it will continuously keep trying to connect to the other party. As this is a built in feature by design, it may normally go unnoticed for a short while without actually interrupting and manifest itself as an error. However, a substantial network outage will of course affect the flow of transmission and need attention. Saxo Group is running the FIX server, and FIX clients (@customers) are connecting to this via VPN tunnels.

Broken Communication

If the FIX communication is broken, the message stream will stop. The following procedure is suggested to troubleshoot network problems:

1. Check that the FIX client can access the local network
2. Check that the VPN connection is up and that the FIX client can ping the Saxo Group FIX server
3. Contact Saxo Group for further investigation

Invalid Credentials

The Saxo Group FIX server requires four pieces of information in order to establish a connection. These are the SenderCompId, TargetCompId, Login and Password. If these are not matching the values supplied by Saxo Group, the login process will fail.
If the client is able to connect, but unable to login, please contact Saxo Group in order to verify that the credentials are correct.

Sequence Numbers out of sync

If sequence numbers goes out of sync, it is usually a sign of either the FIX server or client has lost its state. Both ends keep track of the incoming and outgoing sequence numbers, and are storing these on the local machine to be available whenever they reconnect again. If one of the ends looses the numbers, they will mismatch upon connection and the sequence numbers will become out of sync.
In order to re-sync, Saxo Group is able to either manually adjust the sequence numbers, or reset the sequence numbers so they will start over from 1 again. If a reset is executed, the client should also reset their side.
When contacting Saxo Group, please state the SenderCompId and whether you will need a reset or an adjustment. If you need to make an adjustment, you will also have to inform about what values we should apply to the incoming and outgoing sequence numbers.
NOTE: Whenever sequence numbers are adjusted or reset, there is a potential of losing older FIX messages.