> For the complete documentation index, see [llms.txt](https://help.hydravision.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.hydravision.ai/products/live-analytics-and-hydra-agent/hydra-agent/troubleshooting.md). # Troubleshooting #### The tray icon is red | Hover text / symptom | Cause | Fix | | ------------------------------------------- | ---------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Licence problem** / *Validation Required* | Your licence could not be validated, or has expired. | Open the customer portal and check your licence. If it is active, right-click the tray icon → **Exit**, launch Hydra Agent again and re-enter your API token. | | **Not running** | Accounts are connected but none is syncing. | Right-click → **Start All Agents**. If they stop again, open **View Logs** for the account and see the messages below. | #### An account keeps stopping or says "Retrying" The sync process is exiting shortly after starting. The usual causes, in order: 1. **MT5 is not running** or **not logged in** on that terminal. Open it and log in. The agent retries on its own (5s, 10s, 20s… up to every 5 minutes) and will recover once MT5 is back. 2. **MT5 is logged in to a different account.** The terminal must be signed in to the exact account number on your licence. 3. After six consecutive failures the account shows **Stopped after repeated failures**. Fix the cause, then start it manually from **Accounts ▸ (account) ▸ Start**. #### "Hydra Identity Error" — account does not match your licence The MT5 terminal connected to that account is now logged in to a different account number. The agent stops that account (others keep running). Log the terminal back in to the correct account, then start it again from the **Accounts** menu. #### No terminals found during setup | Message | Fix | | ---------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- | | **No MT5 terminals detected.** | Make sure MetaTrader 5 (not MT4) is installed and has been run at least once. | | **No usable MT5 terminals. N registered terminal(s) point to an install that is no longer present.** | A terminal was moved or uninstalled. Reinstall it, or open it once from its new location, then click **Rescan**. | | **Account 12345678 not found on any terminal. Log in to your account, then click Rescan.** | Terminals were found but none is logged in to a licensed account. Log in and click **Rescan**. | | **Python interpreter not found.** | The bundled runtime is missing. Reinstall Hydra Agent. | #### A terminal shows "In Use" Another copy of Hydra Agent on this PC is already syncing that account (each account can only be synced by one agent). If you did not intend to run two copies, exit the other one. #### "Hydra Cloud" shows Unreachable or Disconnected in the Status window **Unreachable** (amber) means the agent's last licence check could not reach Hydra Vision. Syncing is left running and the agent keeps retrying — data uploads resume automatically when the connection returns. Check your internet connection and any firewall or proxy that might block outbound HTTPS. **Disconnected** (red) means the agent has no stored sign-in details. Exit Hydra Agent, launch it again and enter your API token. #### Sync is running but dashboards look stale * Check **Last Sync** in the Status window. If it is recent, the data has been uploaded and the dashboard may just need a refresh. * If the account is in **slow mode**, that is expected when nothing has changed — see Slow mode. * Consider lowering the **Polling Interval** in Settings if you need fresher data. #### A demo account shows as running but the dashboards stay empty Live Analytics only covers live accounts. On a demo or contest account the sync process keeps running but sends nothing. The **Accounts** menu shows "Demo account: analytics run on live accounts only", and the Status window shows **Demo account: not syncing**. Dashboards fill only for a terminal logged in to a live account. #### The agent asked for my token again Your stored licence details were missing or invalid. Paste the token from the customer portal and click **Connect**. Your connected accounts and settings are unaffected. #### Settings don't seem to save / logs are empty Hydra Agent stores its settings and logs under `%LOCALAPPDATA%\HydraVision\`. If that folder is not writable (for example on a locked-down corporate PC), the agent cannot persist anything. Ask your IT team to allow write access to your local application data folder. *** #### Running more than one account One Hydra Agent can sync every MT5 account on your licence at the same time — you do not need a separate install per account. * Each account needs its **own MT5 terminal**, logged in to that account. (One terminal can only be logged in to one account at a time.) * Connect each terminal from **Settings → Change Terminal**, ticking every account you want to run. * Each account runs independently: it has its own Start/Stop, its own status page and its own log. One account having a problem does not affect the others. * When you click **Start All Agents**, accounts start a few seconds apart. This is intentional and spreads the load on your PC.