Troubleshooting


If you encounter an error while logging on or downloading Dif Freedom, please refer to the following for help.

  1. Attempt to connect timed out without establishing a connection

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com
      (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.


  2. Could not acquire cryptographic context. Error code: OX8009000f

    You will need to delete your current access key and generate a new key, which can be done as follows:

    • Double-click the Dif Freedom icon on the desktop and enter your username and password. When the error message is generated, click OK.
    • Go to the Tools Menu
    • Select Key Management
    • Click on the Delete current key Button and then press OK (If you are unable to click on the Delete current Key button please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt
    • You should then return to the Key Management Menu and click on the Generate new Key Button and then click on Yes
    • Please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt to have the new key activated


  3. Could not decrypt session key. Error code: OX8009000f

    You will need to delete your current access key and generate a new key, which can be done as follows:

    • Double-click the Dif Freedom icon on the desktop and enter your username and password. When the error message is generated, click OK.
    • Go to the Tools Menu.
    • Select Key Management.
    • Click on the Delete current key Button and then press OK (If you are unable to click on the Delete current Key button please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt.
    • You should then return to the Key Management Menu and click on the Generate new Key Button and then click on Yes.
    • Please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt to have the new key activated.


  4. Error code 10049

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above is correct and the problem persists, please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt.


  5. Error code 10060

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.


  6. Error code OX8004009

    You have entered an incorrect Login or Password a number of times.

    • Please contact DIF Broker on +351 21 120 1595 or send an email to hdesk@dif.pt to confirm your login details.
    • Once your details have been confirmed, please attempt to log in to the trading platform.


  7. HTTP Error Invalid syntax

    You will need to re-install the trading platform:



  8. Illegal host name 11001

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.


  9. Illegal host name 11004

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message means that security software installed on your computer is preventing the trading platform form accessing the Internet. (This can include Firewalls, Anti-Virus software and Pop-Up Blockers.) In order to gain access to the trading platform you will either need to configure the security software to provide access for the site or alternatively disable the software whilst using the trading platform.


  10. No bytes received Error code 0

    You will need to check your connection settings, which can be done as follows:

    • Double click the Dif Freedom Icon on the desktop and select Work Offline.
    • Check in the Trade Server section that the URL reads canallive.difbroker.com (or canalsimul.difbroker.com if using the Demo Trading platform).
    • Ensure the Use HTTP box is unticked.
    • Ensure the Connect through proxy server box is unticked.
    • If any of the above was incorrect, please attempt to log in to the platform.
    • If all of the above was correct this error message could mean that the computer you are working on needs to run Windows updates. Please visit www.windowsupdates.com to ensure your version of windows is as up to date as possible.
    • After running Windows updates, please attempt to log in to the trading platform again.
    • If you are still unable to login you will need to re-install the trading platform.


  11. Platform re-installation

    Please re-install the Trading Platform as follows:



  12. Your session has timed out

    You will need to ensure your Internet Options settings are correct which can be done as follows:

    • Open an Internet Explorer window. Go to the Tools menu, select Internet Options and finally select Privacy. Click on Edit and type in https://mitsweb.iitech.dk and click on Allow.
    • Click the Security tab, click on Trusted sites, then on the Sites button and type in https://mitsweb.iitech.dk and click on Add.
    • Click OK. Close down all modules on the trading platform and then log off.
    • Log back on to the Trading platform.