If you try to join the trading room and you get a blank, all-black, or all-white web page with nothing within it instead of the room content, then you may need to try several different solutions to resolve it as there are quite a few potential causes for this issue.
If you are getting the chat portion of the website, along with controls along the top but no audio or video, then check the section below entitled, If you can see chat and the upper controls, but not the broadcast video or sound.
Remember that you might be able to use the ProTradingRoom room viewing app to let you see and hear the room from your mobile device while you're trying to resolve the issue on your computer. Here's a link to the kb article for that.
If you're not seeing anything when trying to join the live trading room
An easy thing to try is to use a different browser. Chrome, Edge, Firefox are examples of browsers that can be used with the trading room. Although Edge is actually using the same "engine" as Chrome, so it may work similarly.
If you tried other browsers and it's still not working, or if you only want to use Chrome (or Edge), check whether you're allowing third-party cookies to be set. You can tell if this is the case by checking in the upper-right part of chrome, within the address bar. Look for an icon that looks like an eye. If it has a slash through the eye, then your cookies are likely being blocked for this site.
In Microsoft Edge, the equivalent icon is an outline of a chocolate chip cookie with a bite out of it, as shown with a red x in the following image (from the Edge address bar).
If you see this "blocked eye" or equivalent icon, click on it. You'll see this popup:
Click on the Site not working? link, and you'll see the option to Allow cookies.
If you click on the circled letter "i" in the bottom left, you'll be provided with more info about cookies, similar to the following:
If you're ok with Allowing cookies, click Allow cookies and see if you now get access to the live trading room. This sets up an exception rule in Chrome to allow cookies for the BCT website. You can find other cookie-related settings for your Chrome browser at chrome://settings/cookies
If that approach doesn't work, try adding https://protradingroom.com and basecamptrading.com to Chrome’s list of sites to allow. This is the source server of our trading rooms. More information on how to do this is listed in the examples, below.
If you try this and you’re still unable to reach the live trading rooms, check if you’re using a web page blocker intended to prevent malicious web sites from harming your computer. We’ve learned that some tools, such as Bit Defender, can prevent you from visiting certain pages on the web unless you specifically allow them. If you’re using a tool like that, please find out how to permit protradingroom.com as an allowable site.
We’ve also found that some of our users’ VPN connections can create some issues, so if you can try to connect without the VPN and it works, then there may be something you can do to accommodate the connection with the VPN. Perhaps check with your VPN provider for more information on that.
Example of Modifying Chrome Settings to the ProTradingRoom.com Website
The method for doing this seems to change quite often within the many updates that Chrome does, so please google “allowing sites in chrome” for details on how to add a site to get the latest approach, but it should be something similar to what’s shown below.
In the image, you’ll see that this user has enabled Block third-party cookies, which is likely the reason that you’re seeing the blank screen when trying to enter the room. This is because the trading room software needs to set cookies. You can keep this block as enabled as long as you specifically allow protradingroom.com to set cookies. You do that by adding that web site name to the “Allow” list. This has been done below, by clicking on the Add button to the right of the Allow section, and entering protradingroom.com. Once that’s been done, you should be able to launch the trading room.
- If you haven't already done so, try another browser on your computer, or another computer if you have one, to see if it's isolated to the browser or a computer. If it's affecting more than one computer, then it might be the router.
- If you have a firewall tool, such as Norton, or McAfee, you may be able to whitelist the site so broadcasts are not restricted from that site. Both of those tools typically offer a way to temporarily disable the firewall for a few minutes. You could try that and see if reloading the page allows the video through. If it does come through, then you can look into whitelisting the protradingroom.com website to allow its broadcasts through.
- It's also possible that popup blockers or malware preventers are prohibiting the broadcast video as well. See if temporarily disabling those resolves the issue, and if so, whitelist the site in that tool.
- Another possibility is a VPN, or Virtual Private Network, could be preventing the protocols. You could temporarily disable that to see if it resolves the issue.
- Another possibility is that the cable modem and/or router needs to be rebooted. This is usually done by unplugging the router's power cord for about 30-60 seconds and then plugging it back in again. Note that anyone using your router for access to the internet will lose that connection while the router is offline. If you do not want to do that, if you have a cell phone with the ability to act as a hotspot, you could try to disconnect the physical or wireless network coming into your computer and use your phone's hotspot to connect your computer to the web, bypassing your router. Note that if your phone is using your router's wifi, then it will be subject to the same limitations your router has (it's using the router to reach the internet). You could make sure your phone is set to use the cell signal rather than a wifi signal to bypass your router, but make sure you don't get unexpected charges by using cell data if your plan doesn't have internet data. If your computer connection works with your hotspot but not the router, then it's likely that the router is limiting the connection.
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