Traders Connect - Notice history

This incident is affecting a small number of MetaTrader dediccated environments. Our team are still working to resolve the issue.

Start: 16:28:15 UTC

End: 16:44:15 UTC

Duration: ~16 minutes

Summary:

Between 16:28 and 16:44 UTC, we experienced a service disruption affecting all MetaTrader 4 and MetaTrader 5 connections. This was caused by an unexpected outage from one of our Internet Service Providers (ISPs), which impacted routing to our primary firewall.

What Happened:

At 16:28 UTC, our monitoring systems detected a loss of connectivity due to a failure in our primary ISP. This triggered an automatic failover to our backup ISP, but the switchover took approximately 15 minutes to complete—longer than expected.

During the failover window, our development team began implementing our disaster recovery (DR) plan, including preparing to migrate MetaTrader connectors to our backup datacenter. However, as connectivity was restored via the secondary route to our main site, the DR migration was halted and operations continued using the backup ISP at the primary datacenter.

Current Status:

All services were restored as of 17:44 UTC and are currently operating normally via the backup ISP.

Next Steps:

• Our networking team is actively investigating the root cause of the ISP outage.

• We’re also reviewing why the failover process took longer than expected.

• We’re in communication with the ISP to gain further insight into the disruption.

We apologise for the inconvenience caused and appreciate your patience while we work to prevent similar issues in the future.

— The Traders Connect Team

The incident is now resolved.

We experienced a connectivity issue due to a loss of connection to two of our core switches at the Equinix datacenter. This resulted in some nodes losing internet connectivity.

Our team responded immediately and migrated affected nodes to our backup core network. Connectivity has since been restored and remains stable.

We are actively working with Equinix to identify the root cause of the core switch failure and will provide further updates as necessary.

Thank you for your patience and understanding.

The developers have identified the issue and we're working on a fix.

We're still seeing a large number of connection issues to IC Markets servers. The developers are monitoring.

We’ve identified the cause of the issue affecting our MatchTrader connector.

Earlier today, MatchTrader experienced an issue on their API which caused our connector to lose connection with some accounts. When this occurred, our connector was unable to automatically reconnect, resulting in missed master trade events.

Our developers implemented a fix and restarted the MatchTrader connectors. All connections are now restored and stable.

The team is continuing to investigate the root cause in depth and is working on a long-term solution to ensure this does not happen again.

Thank you for your patience and understanding.

The recent intermittent network issues have now been fully resolved.

Root Cause:

The issue was caused by a flapping fibre connection between our Google Cloud Platform and Private Cloud platform. This instability intermittently routed connections through a bad path, resulting in failed attempts that would only succeed upon retry. This led to false connection errors and occasional trading latency of a few seconds.

We sincerely apologise for the disruption and want to assure all of our users that our team was fully dedicated to identifying and fixing the problem as quickly as possible.

Thank you for your patience and continued trust.

We’ve identified the root cause of the intermittent network issues on our Google Cloud infrastructure and have implemented a fix.

Initial results are positive, and we are closely monitoring the situation to ensure full stability.

Thank you for your patience and understanding while our team worked to resolve this. We’ll post a final update once we’ve confirmed the issue is fully resolved.

We’re currently still experiencing intermittent network issues affecting our infrastructure on Google Cloud. Our development team is actively investigating the root cause and working hard to implement a resolution.

Impact:

• Some users may encounter false connection errors

• Minor delays in trade execution may occur

We understand how important stability is to your trading experience and appreciate your patience as we work to fully resolve this issue. We’ll continue to provide updates as we learn more.