VectorVest Support

Troubleshooting Frequently Asked Questions
VectorVest OnLine ProGraphics v6.0

VectorVest OnLine

When I log on to VectorVest OnLine, none of the toolbar buttons work. Back to Top
This occurs when a firewall has blocked out some of the content of our website. To resolve this error follow the following steps

  • Disable the Firewall
  • Open Internet Explorer
  • Click Tools
  • Click Internet Options
  • Click on Delete Files
  • Put a check next to Delete all offline content
  • Click OK. (Note: This may take a few minutes to complete, as it is deleting all of the stored images etc. that you have from browsing web pages.)
  • Close Internet Explorer
  • Leave the Firewall disabled
  • Open Internet Explorer
  • Log into VectorVest OnLine
  • Click on Stock Viewer, UniSearch, and Graphs once
  • Enable the Firewall and close Internet Explorer
  • Log back in to verify that everything still works

I am having trouble using VectorVest OnLine when using my Satellite, Cellular, or dialup connection Back to Top
Due to the nature of Satellite it may be necessary to change your proxy settings. Please feel free to contact customer service (888-658-7638) we can provide you with the proxy settings you need for your satellite provider.

Cellular connections may not be as stable as other methods of connecting to the Internet. To confirm this please be sure to update any drivers available for your wireless phone card. Dialup connections are much slower than broadband connections. If you continue to have problems using VectorVest OnLine with any of these Internet connections, and have no alternate method of connecting to the Internet (ie. DSL or Cable Modem), VectorVest ProGraphics v6.0 is our recommended product.

When I log into VectorVest OnLine, I receive a message saying “It appears your account is expired.” Back to Top

CAUSE:
This means that somehow your account does not have access to VectorVest OnLine. There are a few things that can cause this.

  • If you are on an annual subscription, your expiration date may have come. If this is the case you would need to call 1800 303 782 to renew your subscription.
  • If you are on a monthly subscription, the credit card you are using did not process correctly. Perhaps the one we have on file is expired or you may have cancelled that card. If this is the case, please call 1800 303 782.
  • After your trial ended, your subscription may need to be renewed. If this is the case, please call 1800 303 782.
You may have to update your contact information.
  • When logged into VectorVest from your desktop icon:
    • Click on My Profile in the upper right corner just under your name
    • This will allow you to correct your contact information, billing address, shipping address and credit card information
    • From here you will also have access to change your password, access products and your subscription under the "My Subscription" tab
  • When logged in from the web site www.vectorvest.com you will be taken to the Online Member Services page
    • From this page you can click on the VectorVest Store icon on the top of the page or at the bottom of the page you can click on Update your customer profile or change your password
    • By clicking on any of these 3 locations you will be taken to a location that will allow you to correct or change your contact information, billing address, shipping address and credit card information
    • From here you will also have access to change password, access products and your subscription under the "My Subscription" tab
  • You can also give us a call to update your billing information, 1800 303 782

When I log into VectorVest OnLine, I receive a message saying “The username and/or password that you have entered is invalid. Please reenter your username and password and try again.” Back to Top

CAUSE:
This most likely occurred due to an incorrect password being entered. The password is case sensitive. It may also be caused by an incorrect username being entered.

FIX:
We can typically fix this error by emailing the username and password to you. Once you get the email, enter your username and password exactly as it appears in the email. Click here to have your username or password emailed to you

When I try to retrieve my username and password through email, I receive a message saying “Your email address was not found. Please try again.” Back to Top

CAUSE:
The email address we have on file for you is different than the one you are typing in the box.

FIX:
If you know another email address that you may have given us when you started your subscription, you can type that one in. If your email address has changed, please call 1800 303 782 so that we can update your email address.

VectorVest ProGraphics

When I try to download, I receive error 0. Back to Top

  • From the VectorVest homepage, click on Download at the top in the dark blue
  • Click on Settings
  • Click on the Options tab, and verify that the number of days to download is set to 10
  • If you are using a dial-up connection you may want to set this to 5
  • If you are still receiving this error, please try the following:
    • Open Internet Explorer
    • Click on File
    • If there is a check mark next to "Work Offline", uncheck it
    • Try to download again
  • If you still receive this error and have a firewall, disable it and attempt to download again. If the download succeeds, refer to your firewall documentation to determine how to allow access for programs to the Internet.

When I try to download, I receive error 12029. Back to Top
Error 12029 indicates that something on your machine (generally a firewall) has blocked access to the Internet for our software. To fix this error, either disable your firewall before downloading, or refer to your firewall documentation to determine how to allow access for programs to the internet.

After downloading the nightly update, I receive error 10011976. Back to Top
This error occurs when the program detects an incorrect day of information to process. To correct this error, follow these steps:

  • Double Click My Computer
  • Double Click Local Disk (C :) [or whichever drive VectorVest is installed on]
  • Double click the Program Files folder
  • Double click the VectorVest folder
  • Double click the VectorVest ProGraphics 6.0 folder
  • Double click the Download folder
  • Choose any item on the right side of the screen by clicking on it once
  • Click on Edit
  • Click on Select All
  • Click on File
  • Click on Delete
  • Click Yes to confirm deletion
  • Open up ProGraphics 6.0 and download again

When I try to download, I receive error 12007. Back to Top
This error occurs when one of three things happens.

  • There is no current connection to the Internet
  • The Internet connection you have is not a good connection
  • There is something blocking the download. (Firewall)

If you are able to go to websites such as research.microsoft.com then most likely your Internet connection is active. If you cannot get to that site, try to restart your Internet connection.

If you still get the error after restarting your Internet connection you probably have a Firewall that is blocking the download of the data. If you have a Firewall, you would need to add the VectorVest program to the safe list.

When I try to download I receive a message: "We could not register your product for the following reason: Our records indicate that you have already activated this product on [X] computers. You are only licensed for [X] computers." Back to Top
This occurs when you have installed the program on more machines than your account has you licensed for. You can either purchase an additional user license or have your account reset to move your activation from one machine to another.