Troubleshooting and support

Most problems can be narrowed down by checking the message shown in the workspace, the selected model, the available credit and whether the current task accepts the supplied file type.

A request does not complete

Keep the workspace open while Xen is generating a response. If the request times out, retry once after checking your connection. A provider can occasionally respond slowly even when the rest of Xen is available. If the same model repeatedly fails, save the project and try another suitable model.

The Cancel button stops the active request. Xen disables duplicate submission while a request is already running, so repeated clicks on Send do not start additional chargeable requests.

Code passes Build Check but fails in NinjaTrader

Build Check validates source against installed NinjaTrader assemblies without executing the script. NinjaTrader can still report lifecycle, state, chart, data-series or order-management errors at runtime. Copy the exact NinjaTrader error into the current project and ask Xen to repair it, including what you were doing when the error occurred.

A saved project does not show the expected action

Open the latest snapshot from History and confirm that it contains the code you expect. Actions such as repair, requirements verification and backtest analysis depend on the saved project state and the most recent generated source. If necessary, run Build Check again to refresh the result.

Upload problems

Source uploads must be readable text files containing the code relevant to the selected task. Reference images are available only for indicator workflows and supported vision models. Strategy Analyzer analysis expects the Summary CSV and optionally a Trades CSV, not a screenshot of the results.

Report a problem

Use Feedback & report problem in the workspace support area. Describe what you expected, what happened and how to reproduce it. Xen attaches useful context such as the current task, selected model, latest request and generated code, reducing the need to copy a long conversation into the report.

Remove credentials, account numbers and proprietary information that support does not need. For payment issues, use the contact details on the top-up page and never include card details or secret keys.