Support departments at some brokers have found themselves confounded by recent client complaints. The core of the issues, which some customers have been facing, is the newest update of Microsoft’s Windows 10 operating system.
The news that the package is deleting user files – documents, in particular – has spread right after Microsoft started to push the update globally late last week. Microsoft quickly suspended the latest update, but only after numerous reports about users losing their files.
Users noticed that their documents were being deleted with password files for MetaTrader accounts being affected as well. Some brokers have been flooded by client requests to restore their passwords.
All of the users who installed version 1809 might have been affected by the issue.
ATFX Institutional Business Continues to Expand: Adding a New Prime BrokerGo to article >>
Microsoft recommends that users affected by the faulty update contact the company immediately. Users are reporting different issues including failing drivers and lack of internet connectivity.
MetaQuotes, the developer of the most popular trading platform for retail traders, warned Windows users to back up their passwords before updating.
The patch apparently also affects apps which are purchased from the MetaTrader Market. The configuration and encryption keys of the latest update from Microsoft are affecting the operating system in a manner a fresh Windows install would.
“All of the passwords that MetaTrader attaches to the OS and the computer hardware will become invalid after the update. We strongly recommend you to save your passwords in a special file before starting the update process to save the access to your trading accounts,” MetaQuotes elaborated in a statement.