The short answer
A "no connection" message almost never means something is wrong with your account. In nearly every case it is one of three things: the wrong server is selected, a local network or firewall is blocking the platform, or the instrument is simply outside its market hours. Work through them in that order and you will usually be trading again within a couple of minutes.
UZO platforms show real, live market prices on simulated capital, so the platform needs a clear connection to your trading server. When that link is interrupted, you see a connection warning or blank prices. The steps below isolate the cause one at a time, so you can resolve it quickly and get back to trading.
Is it the server, the network, or the market clock?
Start by narrowing it down with one quick question: does the problem happen on more than one platform or device on the same internet connection?
One platform fails whilst others work: likely the wrong server or a platform-specific setting.
Every platform fails on the same connection: likely a local network or firewall issue.
Everything connects but one instrument shows no price: likely market hours.
Confirm the correct server
The most common cause is a server mismatch. Each account is tied to one exact server, and that server name is shown in your UZO dashboard next to your account credentials. Should the platform be pointed at any other server, it will keep trying and failing to connect.
Open your dashboard, copy the server name exactly as written, and make sure the platform is using that same server. A single wrong character is enough to break the connection, so match it letter for letter rather than picking the closest-looking option from a list.
Browser fixes for TradeLocker
TradeLocker runs inside your web browser, so most connection problems with it are browser problems. Try these in order, testing after each one:
Hard refresh the page, then clear your browser cache and cookies for the site.
Disable ad blockers, privacy, or script-blocking extensions, which can interrupt the live prices.
Open the platform in a private or incognito window, which loads it with extensions off.
Try a different browser entirely, for example Chrome instead of Safari.
If it connects in incognito or in another browser, an extension or cached data was the cause. Re-enable your extensions one at a time to find the one responsible.
Desktop fixes for MetaTrader 5
MetaTrader 5 is a desktop application, so it connects differently. If you see "no connection" in the bottom-right status bar, the most reliable fix is to add the correct server manually rather than relying on the list MetaTrader suggests.
In MetaTrader 5, open the login dialog and type in the exact server name from your dashboard instead of selecting from the search results.
Confirm that your local firewall or antivirus is not blocking MetaTrader 5 from reaching the internet.
Should you be on a restrictive office or public network, ports may be blocked, so test on another network.
Please note that MetaTrader 5 is not available to traders in the United States. If you are a US-based trader, use TradeLocker instead.
Rule out market hours
Because UZO shows real, live prices, an instrument only updates whilst its underlying market is open. A forex pair over the weekend, or a share outside exchange hours, will look frozen or show no price even though the platform itself is connected perfectly well.
If your platform connects and most instruments update but one does not, check whether that market is currently open before treating it as a fault. The current trading hours for each instrument are shown in your platform's symbol details.
Isolating a local network problem
If multiple platforms fail at once on the same internet connection, the cause is almost certainly local rather than on our side. Corporate networks, public Wi-Fi, and some VPNs commonly block the ports that trading platforms need.
The fastest test is to switch networks: try a mobile hotspot or a different Wi-Fi. If everything connects on the other network, the original one was blocking it, and you can either adjust its firewall, disable a VPN, or trade from the working connection.
Still stuck?
If you have confirmed the correct server, tried a clean browser or network, and the market is open, contact us at [email protected]. Include your account number, the platform and device you are using, the exact error text, and which steps above you have already tried, so we can resolve it on the first reply.
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