On 9/28/2009 at 12:56 PM I submitted the following support ticket 18569:
I have 5.5.28.0. The streaming data is not working properly. It stops streaming after a while. In order to get it to start again I need to close & re-start WLP. I can get the latest data by toggling the Stream button on the bottom-right of the chart. Why isn't it working properly?

Cone replied on 9/29/2009 at 9:42 AM with the following
It's a problem with authentication in the Fidelity server, and a recently-confirmed bug. To kick start it, restarting WLP isn't necessary. Simply Log off and Log in. Sorry for the inconvenience, it's up to Fidelity now to get this fixed for 5.6 or later.

I imagine this is a very serious issue for anyone using WLP that needs to get trading signals throughout the day, yet it's been an open issue for almost one month. I don't see any mention of this issue on this board which is surprising in light of the severity of this problem. What is the ETA on a fix, and absent that what is a workaround to maintain the connection.

It's an intermittent bug, so it's not necessarily a problem that many Fidelity customers experience. It's "confirmed" only because besides your report, I've seen it too.

There are a number of bugs and deferred bugs that Fidelity prioritizes and works into the release schedule. You won't find anyone on this forum who has any idea when a particular bug will be fixed, but you're welcomed to call Fidelity support and let them know that this one is quite important!

Cone - Who specifically in Fidelity do I call about this?

If you have a rep that you work with, talk to them. Otherwise just call Active Trader/Wealth-Lab support. From what I understand, they give the customer feedback to the decision makers.

I have experienced the same bug. I have to reload Wealth-Lab two to four times during a trading day. I talked to Fidelity Active Trader/Wealth-Lab support about this and they suggested renaming the ...WealthLabPro/1.0.0.0 folder, uninstalling Wealthlab, downloading the latest Wealth-Lab install file and reinstalling. I did. That made no difference.

Thanks for the report. Please keep calling this into Fidelity support so that they can elevate the problem. I don't believe this bug got worked for 5.6.

This issue has been open for 5 months now. Fidelity said it would be fixed with V5.6 in December and it wasn't. I called Fidelity support 3 times about this and they said they had no time estimate for a fix. In light of this problem, WealthLabPro is useless for reliable intraday trading. Fidelity obviously doesn't care about its active WealthLabPro customers.

If this is an authentication issue that can be resolved by logging off and back in, could this be "resolved" by some kind of macro program that logs you out then back in say every 30 minutes?

QUOTE:
some kind of macro program that logs you out then back in say every 30 minutes

We don't know if it would help or not. There's very little that we know about Fidelity authentication or even the cause of this specific problem.

All -

I believe I stumbled on a temporary workaround for the streaming data bug a couple days ago. I started using WLP on multiple monitors by using the "New Main Workspace Window" option. Within the new main workspace window on my secondary monitor I have 4 charts open, and in the primary window on my main monitor I have only one chart open. The data feed on the secondary monitor with the 4 charts has not disconnected in the last couple days. Strangely, the data feed on my primary monitor with 1 active chart continues to disconnect at approximately 11am and 2pm ET.

I will test the Strategy Monitor in the new workspace to see if it remains connected as well. I'm assuming it will just as the charts do.

The WLP Support number at Fidelity is 800 823-0175. I have talked to a Blake Davis and a Kieth Howell, both were no help.

Both claimed to know nothing about this problem so I actually walked Kieth through the posts on this blog.

I have not heard from Fidelity since...

If Fidelity Wealth-Lab Support doesn't know about the problem, it's because you guys haven't told them. Nonetheless, we passed on the problem, it was duplicated intermittently by Fidelity QA, and the internal tracking number is FEB00135912.

That said, due to the intermittent nature and the inability of the programmers to duplicate, it wasn't fixed in 5.6. Fidelity is working on a new Streaming and Authentication Provider for the next release. The problem must be in one of those current components, and with luck it won't translate for the new ones. With more luck, considering it's new code build from scratch that's connecting to a new provider, we won't have a new slew of problems to deal with either.

Well Fidelity has certainly been told about this problem. I've spoken with 3 people - an assitant in the executive office, a programmer, and a product manager. (I am withholding their names, because I do not have anything nice to say about them. If Fidelity was concerned about keeping customers, they would give me a call, but I know they won't.)

I did get a call at the first appointment time, but after that I had to call them up, even though I had specifically stated a time to reconnect. I spent about 30 minutes chasing down their numbers through Fidelity. I have been beta testing software for over 25 years and this was the lamest response I have ever seen. The program manager did not even know what good log files would be in this case - and of course, they had never heard of the problem before. In light of the fact that I've spent thousands of dollars in commissions over the last year and this is the response, I am stopping trading with Fidelity - certainly until they put out a product that functions. (Frankly I have serious concerns that ATP / WLP will ever function as good as WLP 4.5, based on my experience with these buffoons.)

BTW, I had reported that I had had some success connecting with Yahoo real-time data, rather than Fidelity. The success was that WLP didn't hang. The problem was that there was a serious lag. In some cases, the alerts were real time, but it also lagged by 15 to 20 minutes on multiple occasions. So I cancelled that service, and went back to Fidelity data today. It locked up at 10:43AM.

I've been played a fool long enough. No more WLP for me.