Troubleshooting and technical support

If you encounter technical issues during installation, please explore the sections below before contacting our customer support team.

During the installation process for Windows PCs, if the installer “wizard” freezes or gets stuck, you can force close the application by typing Ctrl+Alt+Del on your keyboard, then clicking Task Manager once it appears.

Please select the installer from the list of programs running on your PC, and click End Process to force close the application.

Before trying the installation again, please check out the section below about removing the old application first.

If you’re running into issues after installation, or at any time in the future, a common fix may be to completely uninstall Questrade Edge from your computer, then re-install the program.

After installing the 64-bit version of Edge Desktop, if the 32-bit version does not uninstall automatically, please follow these steps:

Windows

1. Open Settings from the Start menu
2. Click Apps, then select Questrade Edge or Questrade IQ Edge from the list of programs
   • You can also search for it if you have a lot of programs installed
3. Click the Uninstall button, then confirm
4. Click the Next button on the uninstaller wizard to remove the program

Mac

1. Open the Applications folder from a new Finder window
2. Drag and drop the Questrade Edge or Questrade IQ Edge icon to the Trash
3. Empty the Trash

Another common fix for technical issues is to delete the configuration files found on your computer. First close Questrade Edge, then to remove the configuration files, follow these steps:

If Questrade Edge does not close normally, please force close the application from your active system processes.

Windows

1. Hit Ctrl + Alt + Del, and click Task Manager
2. Click End process next to Questrade Edge Desktop, then close the task manager
3. Click the Search bar next to the Start (Windows) icon
4. Type %Appdata% then click the folder that appears in the results
   • The destination folder structure is C:Users/username/Appdata/Roaming
5. Open the Questrade folder from the list of programs
6. Delete all of the configuration (.ini) files
7. Re-launch Questrade Edge

Mac

1. Hit Option + Command (⌘) + Esc
2. Select Questrade Edge and click Force Quit, then close the finder window
3. Click the Search icon found at the top right corner
4. Type ~/.config/Questrade
5. Double click the Questrade folder
6. Delete all of the configuration (.ini) files
7. Re-launch Questrade Edge

If you still run into any issues after trying the steps above, please feel free to contact our customer service team via email at support@questrade.com, online chat, or on the phone at 1.833.588.6914 for in-depth technical support and troubleshooting.

Note: The information in this blog is for educational purposes only and should not be used or construed as financial or investment advice by any individual. Information obtained from third parties is believed to be reliable, but no representations or warranty, expressed or implied, is made by Questrade, Inc., its affiliates or any other person to its accuracy.