CQG - Order Routing Problems (Status Update & CQG Explanation)
We are writing to provide you with a detailed update regarding the recent maintenance completed on the CQG trading gateway, which concluded yesterday at approximately 4:30 pm CST.
From our understanding, the primary objective of this maintenance was to address the connectivity issues and unresponsiveness of working orders and open positions that some of you have experienced.
We are pleased to inform you that since the completion of the CQG maintenance, we have not received any reports indicating a continuation of these issues.
In our commitment to transparency and excellent service, we engaged in an extensive dialogue with CQG to gain a comprehensive understanding of the incident and the measures implemented by CQG to reduce future risks.
Here is a overview of the insights we have received from CQG:
Cause of the Issue:
CQG introduced a compression feature aimed at optimizing bandwidth utilization, which was intended to enhance the speed and efficiency of information flow across the CQG trading gateway.
Encountered Issue:
Unfortunately, this feature inadvertently created a bottleneck, disrupting the smooth flow of data and resulting in server instability, described as a "bad state," where information flow was delayed or halted.
Trader Experience:
Due to the sophisticated design of CQG's server clusters, which smartly route connections to the optimal server based on client login, the issue did not result in a complete outage. However, it did lead to intermittent delays and disruptions for limited traders connected to the server that became in a “bad state”. Notably, traders found that restarting their trading platform effectively reconnected them to a stable server, thus temporarily circumventing the issue.
Corrective Measures Undertaken by CQG:
1. Disabled the problematic compression setting.
2. Enhancement of server monitoring protocols to swiftly detect and address any anomalies.
3. Implementation of additional control measures within the server clusters to ensure more robust and reliable routing of connections.
We believe in the accuracy and thoroughness of the information provided by CQG and remain confident in their continued efforts to provide a stable and efficient trading service.
We deeply appreciate your understanding and patience as we, alongside the CQG team, strive to provide a seamless trading experience.
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We will keep these steps to take below in place. Please keep them top of mind, if you experience any future non-responsiveness of your CQG connection.
If you are having issues closing open positions, please restart your trading platform to force a new connection to CQG.
If you are still unable to close your open position, please contact the 24-hour trade desk and they will assist you.
