Troubleshooting Active Trader Pro Not Opening on Mac
Summary of User’s Issue and Solutions:
- The user is unable to open the Active Trader Pro (ATP) application after restarting their Mac and deleting the app.
- To resolve the issue, the user is advised to perform a complete uninstall of ATP and then reinstall it.
- Steps for uninstallation include deleting the ATP folder from the Library and removing ATP from the Applications folder.
- After uninstalling, the user should empty the trash, restart the Mac, and then download ATP from Fidelity’s website.
- If problems persist after reinstalling, the user is encouraged to contact Fidelity’s tech support for further assistance.
Here’s the full thread
Help I did restart computer and deleted app for some reason it wont open
Thank you for reaching out. We’re sorry that you are unable to open Active Trader Pro (ATP).
To begin, are you using ATP on Windows or Mac? 🟢
Mac
I’m away from my desk I’ve called messages on Twitter
I’m trying again but I’ll reach out later
Thank you for clarifying. We’ll leave you steps here.
You can perform a complete uninstall of ATP and then reinstall it to try again. To completely remove the program, please follow these steps:
First, delete the ATP folder. Please shut down ATP, then open a Finder window at the top of your Mac screen. When the Finder window is open, click “Go”:
1. With the “Go” menu open, hold down the “Option” key and then click “Library,” which will appear between “Home” and “Computer”
2. In the Library window, open the “Application Support” folder
3. Delete the “Active Trader Pro” folder by dragging it to the Trash Can
If these steps don’t get you to the Library folder:
1. Under the Finder “Go” menu, click on the option for “Go to Folder”
2. Type the following ” ~/library/ ” and hit enter
3. Continue navigating into the “ApplicationSupport” folder and delete the “ActiveTraderPro” folder as you would do in the process above.
Now, uninstall ATP:
1. In Finder, open the “Applications” folder
2. Delete Active Trader Pro by dragging it to the Trash Can
3. Remove the ATP icon from your Dock, either by dragging it off or by right-clicking (control-clicking), hovering over “Options,” and clicking “Remove from Dock”
After completing these steps, open the trash folder to empty it and then restart your Mac. When the Mac is back up and running, download ATP from Fidelity.com/ATP. Please make sure other programs are closed while reinstalling ATP. If the installation does not take a long time, something was missed with the uninstall (or some folders may be hidden.) To show hidden folders and files, they can press and hold the Command + Shift + the decimal point keys.
When ATP is reinstalled, log back in and verify performance. Uninstalling ATP will not affect your customization and layouts.
If you still have any issues after the complete reinstall, please don’t hesitate to contact our tech support team for further assistance. They’re available Monday – Friday from 8:30 a.m. to 9 p.m. ET. If prompted, please say “technical support” to be connected to the right spot.
Fidelity Contact Information: https://www.fidelity.com/customer-service/contact-us
Please let us know how this works out. 🟢