Neptune bot stopped picking trades.

Unplug2789

Not sure where to post because not sure what the issue is. My Neptune bots were working fine, and have worked fine on several different VM's for months w no issue. I decided to install an additional bot for another pair, and they all stopped picking new trades. Occasionally one will actually stop, indicating the registration request box but when you click 'Register Product' nothing happens. All the bots have been registered and working fine before, but none were appearing in the product licenses list. I cant get the registration process to complete for any now, even if deleting and re-installing - click the button and nothing happens, or the button just never shows up. Some bots randomly pick a few trades then deactivate citing registration. Others wont do anything despite being turned on... Not sure what to do. Actions taken = delete reinstall bots, uninstall/reinstall ctrader, remove and attempt to re add product licenses. No luck.

Sophia

Hi Ben,

Thank you for your message and detailed explanation — it’s helpful in understanding the issue.

Based on what you've described, it seems there may be a combination of registration confusion and potential environment-related issues. Here's what I’ve observed and what I need from you to proceed:

Current License Status

You currently have 5 out of 10 Neptune cBots registered, with three registered today:

This confirms that the license system is functioning and accepting new registrations.

Issues to Clarify

Trigger Bot or Event

You mentioned installing an additional bot, and then all others stopped trading.
→ Can you confirm which bot you added? Did this happen immediately after installation or after restarting cTrader?

Registration Window Behavior

When clicking Register Product, you said nothing happened.
→ Are you seeing any error messages or visual feedback? Does this happen with all bots or only specific ones?

Missing Product License List Entries

You noted the bots were not appearing in the product license list.
→ From our side, the five listed are visible. Can you confirm which bots are not appearing but should be?

cBot Stopping with Registration Prompt

If a cBot is prompting for registration again after previously being registered, this may suggest:

A system identifier has changed (e.g., VM clone, hardware ID change)

Or the product license was removed
→ Can you clarify what message appears when they “deactivate”?

Specific Products Affected

Please list the bots (names and currency pairs) that are failing to register or failing to trade.

Additional Notes

If the Register Product window does not appear and the bot runs without prompts, it typically means the product is already registered.

The license system does not automatically unregister products — a deactivation only occurs if a VM/hardware change invalidates the machine ID or a manual removal takes place.

Once I have the answers to the above, I’ll be able to investigate further and help resolve this issue.

Neptune Algo Strategy FAQs

It may be worth reading the FAQs page which may explain why you are not getting trades,

Unplug2789

Hi mate, thanks for the reply.

no i dont recal which bot i added first. EURUSD was in operation then i added CHFJPY, USDJPY and USDCHF.

So the register product button only appears infrequently and randomly. its very hard to get it to come up at all. I've tries deleting re-adding, stop start, load new parameters etc. Loading new parameters gets it to pop up more than anything else. When it does appear, I click the button but no further messages come up - where it should say 'we're taking you to another page to register' nothing happens. the bot will turn off and need to be turned on again but it still doesn't trade. CHFJPY seems to be OK now, but the rest are dead.

Yes there are 5 licenses there now, but there never has been any in there before today despite many registrations on several VM's. At some point or another I have registered all 10 bots at least once. None showed until today.

Today, I managed to get one of them to pop the registration panel and let me register one, so I used that panel to enter the rest before it shut, in an attempt to trick it. The licenses have showed up in the list but the products on my VM dont seem to know that.

I have used all the bots on different VM's in the past, and successfully completed the registration process for each at least once. Currently, I use some of the bots on one low resource trade server. I also run other instances of the bots on a high powered machine specifically for optimization. This means some of the bots are activated on more than one machine, which i now see could be causing an issue, but it doesn't line up exactly with the bots on the trade server not functioning. EURUSD simply refuses to do anything on the trade server now but its been awesome for about 3 moths prior. The others seem to work intermittently. CHFJPY works perfectly even though its on both machines, and wasn't in the license list until today.

All previous usage has been normal. I've successfully completed the registration process for each bot in use on each new machine and had no trouble operating them, sometimes in multiple places simultaneously. Even though no licenses ever showed up in the list i thought it was normal because everything was working fine. Its been like this for months until now.

If its an issue of using different VM's then maybe do i need more than one Ctrader ID? one for each VM in use? Not sure what to do here... Do I just kill it all and start again? i kind of already did that today and didn't change anything.

Sophia

Hi Ben,

Thank you for your detailed explanation.

To clarify how the licensing system works and help resolve your issue, here are a few key points:

How Licensing Works
The license is tied to your unique cTrader ID, not your machine.

You can install and run the cBots on multiple machines using the same cTrader ID.
When a cBot starts, it calls our remote license server to verify if it has been registered.
If it’s registered, it will run without prompting. If not, the Register Product window will appear.
The Register Product window will only show once per cBot per cTrader ID. After registration, it won't appear again for that same setup.
Product licenses only appear in your account once the registration process has completed.

It seems some cBots are not recognising their registered status, which may suggest either:

They were never fully registered despite the window appearing
The registration request failed due to a connectivity or system issue.

Using multiple VMs is fully supported as long as the same cTrader ID is used. The issue is not related to the number of machines, but likely due to:

Incomplete or failed registration attempts.
Network interruptions or modified system states affecting license validation

Notes

It is not possible for a license to unregister or disappear on its own.
If the Register Product window does not show and the bot runs, it is already licensed for that cTrader ID.
Using tricks like registering multiple bots from one prompt may bypass proper setup and should be avoided.
If the cBot is running, then it is working ok, there can be many days before a trade opens.

Once we receive the recording, we’ll be in a position to assist you further and advise on any license resets if necessary.

Information Required

To proceed with investigating and validating this behavior, I kindly ask you to record a short screen capture video showing:

You starting the affected cBot (e.g. EURUSD)
What happens with the Register Product window (if it appears)
What happens when you click the button
Any error messages or unusual behavior.

Can you also start a cBot, as you are having problems with using cTrader Algo, and share the cBot log.
Let me know if you want me to register your other five cBots?

Are you using different brokers or funding companies as these can provide different cTrader IDs, they will force you to register with on cTrader ID and this will deregister the other cTrader ID. Download the tool below and run it on each VM or broker account, look for multiple cTrader IDs.

clickalgo-ctid-tool.zip

2kB

Unplug2789

OK thanks for that.

SO, whatever combination of incomplete registration and connectivity issues there are, the problem exists in bots like EURUSD which have worked fine for months, without showing up in the license list, no longer picking trades while running, regardless of any action i take.

Take EURUSD for example: I registered it initially when i first bout it, went through the whole process and it worked fine. Never asked me for Reg again on any machine, but never showed up in the license list. Only this week it has stopped picking live trades. I can confirm there should have been many trades by back-testing the same period with the same parameters. Despite deleting all instances and uninstalling everything and re-installing and removing all licences and attempting to get it to re-register it still wont pick trades when running.

I have contacted my broker and investigated the CTID used on all accounts, live and demo, and they all use the same CTID. Nothing has changed recently that may otherwise upset the licensing server. And, if in the case of EURUSD, there was never a license to check it against anyway so why would it matter now? And why would it not start working again when there is one?

Other than deleting all licenses and deleting my VM's and building new ones with everything freshly installed I don't know what else to do. It feels like there's some persistent data being stored somewhere despite my uninstalling/deleting/reinstalling everything.

If I just try again to build a completely fresh system and delete all the current licences, is there any way you can ensure the license server is indeed cleaned out properly on the back-end or something? I want to force the bots to re-register and see if they come good. We need to see if they'll register properly this time.

Unplug2789

I looked at the list just now and there's a EURUSD license showing up from 21/02/2025 with status 'INACTIVE'. That wasn't there before. Its appeared since we've been chatting.

It seems there could be data in the license list that doesn't appear on my end which is causing issues.

I've removed all other licenses as they were created using the same form. As you mentioned, this might cause further problems so i removed them. I cannot remove the inactive license, however. How do we deal with that?

I believe I bought the 12 month pack, so i should still be covered for a while yet.

Can you please manually clear it out and confirm there's nothing there causing a conflict so i can start again? OR, can you just re-register them all for me using the same CTID?

Mike

Hi Ben, the reason you cannot remove the EURUSD is that you previously used a trial version. I have manually reactivated it for you.

I have also registered all your products using the CTID: 7909267. Please use the tool that Sophia provided on all your VMs and computers to ensure it matches.

I have also temporarily restricted access to your ClickAlgo portal to prevent the licenses from being removed. When this issue is resolved, I will reactivate it.

If you have any other issues, please provide a video showing the steps to reproduce.

Unplug2789

Thanks for the help Mike.

I can confirm the CTID on the VM instance is the same as you've registered above, using the tool provided.

I will need access to my account though, in order to download fresh copies of the bots. For unrelated reasons i've take the opportunity to build out a fresh VM just to be sure, but i didn't keep the old Neptune installers i had.

Can you either let me into my account so i can DL, or maybe provide a .zip with all 10 bots in it for me here?

thanks :)

Mike

Hi, Ben, your account has been reactivated. I will deactivate it again after you have downloaded your products and until we have resolved the issue with your licenses being removed.

Unplug2789

OK thanks. Go ahead. All downloaded. Will see if they run.

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