Broker says check your internet, how to find the real cause
The short answer
When support says to check your internet, a speed test won’t settle it. It shows how much data your line moves, not how your broker connection behaves. Log each drop, compare networks, and ask what your broker’s server saw.
A good speed test doesn’t prove your broker connection is fine.
You click Buy or Close as a fast candle moves, and the corner says No connection. By the time your platform reconnects, the price has moved. You report the drop, and support tells you to check your internet.
You run a speed test and the result looks fine. A speed test measures a big download nearby, not how your connection to your broker behaves.
Why it matters. Without facts from that connection, you and support go round in circles. And the same drop will hit you on the next busy release.
Your platform can drop even when your internet seems fine.
Between MetaTrader 4 (MT4) or MetaTrader 5 (MT5) and your broker sits a long chain. You don’t control that chain. Any connection along the way can lose a piece of your data.
When a piece of data is lost, your computer waits and sends it again. Everything behind it waits too, so new data sits behind it and your platform may drop. The farther you are from your broker, the longer each wait.
Four checks give support facts to look up instead of guesses.
Support can only check what you give them. Each check below narrows down where the drop happens.
Four checks that give your broker something to look at
- 01
Save your Journal log
In MT4 or MT5, open the Journal tab, right-click and choose Open. Write down the exact time of every connection error or disconnect, and your time zone.
What it tells you. Exact times let support find your connection in its own logs.
- 02
Run tracert to your broker’s server
On Windows, open Command Prompt and type tracert followed by your broker’s server name. Look for a line where the time jumps or says request timed out.
What it tells you. If the time jumps at one line and stays high, the delay starts there. Some routers ignore the test, so treat it as a clue.
- 03
Compare with your phone’s hotspot
Switch your laptop to your phone’s hotspot and trade as usual.
What it tells you. If the disconnects stop, the cause is probably your home line or your provider. If they carry on, look further away.
- 04
Ask support about a specific second
Don’t ask why you disconnected. Give the exact time from your Journal and ask whether the broker’s server logs show your connection then.
What it tells you. If their server logged a problem then, the fault is theirs. If it saw nothing, look at the way to them.
Where the fault is decides who can fix it.
Match what you saw to one line, so you know who to call.
- Your Wi-Fi or router. The drops stop when you plug in a cable. You can fix this at home.
- Your internet provider’s network. The tracert shows timeouts partway along, or the drops stop on a hotspot. Send your provider the tracert.
- Your broker’s server. The Journal shows failed connections or login errors on every network you try. Only your broker can fix this.
Traders Proxy changes the connection near your broker, not your home line.
This section shows which drops Traders Proxy can change. You paste four values into your platform’s proxy setting and install nothing.
Our server in your broker’s city makes its own, separate connection to your broker. Any packet dropped on that leg is recovered locally inside that city.
Without us, your computer resends dropped data from far away. Nagle’s algorithm is also off so small order packets leave as they arrive.
If your device drops off, our server notices quickly and frees its place, so your platform can reconnect instead of hanging.
You cannot set up a proxy while your platform is disconnected in a live trade. Paste the four values while the market is calm, before the next release. If your broker prohibits proxies, don’t use one.
Warning. What it will not do
If your broker’s server is down, no connection service can reach it. Data lost on your Wi-Fi is still sent again between you and our server. We don’t promise lower ping. Distance sets the minimum.
Frequently asked questions
Why does my internet browse fine when MetaTrader disconnects?
A web page can show part of itself while the rest loads. A trading platform needs an unbroken connection. It drops if data keeps failing to arrive.
How can I find my broker’s server name for tracert?
Look at the server field in your account login window. In the desktop terminal you can also read it under Tools → Options → Server.
What should I ask broker support instead of complaining?
Give the exact time of each drop from your Journal, with your time zone. Ask what the broker’s server logs show for your account at that moment.
Field reports · Verified forum threads
Real forum reports, what our system does, and where it stops.
Every quote below links to the forum thread or vendor guide where it appeared. Underneath each quote, see which parts of our system work together on it and where our server stops.
'Ping failed' and drops with disconnects every few minutes, re-login loops and dropped sessions
“hey guys,..do you have any ideas why my MT4 often disconected in a several minute or sometime ping failed reported on journal tab. By the way my internet connection doesn,t have any problem or it's always connected.”
What our system reduces. If your device drops off, our server notices quickly and frees its place, so your platform can reconnect instead of hanging.
- Dead connections found and freedPrimary
- Straight back in after a dropPrimary
- Reconnect surges admitted in a steady streamSupporting
- Own separate connection to your brokerSupporting
Where it stops. We do not prevent internet drops or fix broker faults. After a disconnect, your platform logs in again, so always use broker-side stop-loss orders.
A firewall, router or ISP drops the platform's broker connection but lets ordinary web traffic through
“General ports like 443 work fine, but the specific broker ports (e.g., 1950 for RoboForex) fail to connect, while other random ports respond correctly.”
How our system handles it. Your platform connects to our server through its built-in SOCKS5 or HTTP proxy setting, and our server opens the broker connection from inside the datacenter.
- Built-in
SOCKS5loginPrimary - Own separate connection to your brokerPrimary
- Unanswered broker server gives up fast and reportsSupporting
Where it stops. Works only if your network still lets you reach our server. We cannot repair a faulty home router or an ISP outage.
Invalid account, Authorization failed and an empty broker server list
“Network 'xyzxyzxyz': authorization on FXView-Demo failed (Invalid account)”
Why a proxy does not change this. Traders Proxy forwards your platform’s traffic. It does not create, verify or fix your broker login.
Where it stops. If the Journal reports Invalid account or Authorization failed, your terminal reached the server and your login or server name needs checking.
Connecting Telegram when your network blocks direct access
“ProtonVPN, Surfshark, NordVPN”
What our system reduces. Telegram in one tap on every plan. Telegram’s own proxy type is included on the 2-device and 5-device plans.
- Telegram in one tapPrimary
Where it stops. Telegram in one tap on every plan, plus Telegram’s own proxy type on the 2-device and 5-device plans. A network that inspects traffic can still block it.