Troubleshooting the Gryphon Agent

If you can't find the BOF, EWS, Hawkeye, Dual Hammer Trend or they're just not coming up on a chart...

 Down the bottom right hand side of the screen you should have a little green happy face. Near the green happy face is a 'G'. The 'G' turns different colours signifying the state of it's connection to the Gryphon servers.

A green G like the one above means that you're connected successfully.

Reasons why you can't see the Gryphon indicators...

We'll start with the easy-to-fix ones, and then move on to the more problematic ones.

Reason 1: No 'G' at all.  You don't have the Gryphon Agent installed. Close PhoenixAI, and then go to the downloads page and install the latest version of PhoenixAI for Gryphon Learning clients.

Reason 2: If the is flashing green and yellow, It means the Gryphon tools are currently being downloaded and all you need to do is wait. Downloading the tools only happens the first time you connect to the Gryphon Agent or when a new version of PhoenixAI is installed, and should take only a few minutes on an ADSL connection. After the first connection, the Gryphon Agent should connect relatively instantly.

Reason 3: If the 'G' is a solid green colour but you still can't see the Gryphon tools, double click on the 'G'.

If it just says you're connected, and "Ready", then you're using valid Gryphon credentials but have not yet been granted access to any tools.  Contact Gryphon Support to find out why.

Reason 4: If the 'G' is flashing red and yellow, it means the Gryphon agent is trying to connect but can't.

You should... 

Double click the 'G' to bring up the Gryphon Agent window.  Here you can see the state of your connection in the status part of the window.

Check the server response messages to see what the problem is.

# 'Invalid username/password' means you have either made a typing mistake when entering your credentials, or you are trying to sign into the Gryphon Agent with your PhoenixAI user credentials.

Step 1:Right click on the 'G' at the bottom right hand side of the screen and click 'Disconnect Me'.

Step 2: Then right click on the 'G' again and click 'Connect Me'.

Step 3: In the login box, the format of your username should be john_s or joe_blogs . If you have entered a username like jsmith@phoenixai.com.au, you have entered your PhoenixAI credentials, which won't work with the Gryphon Agent.

In either case, delete the username and password and re-enter your Gryphon credentials.

Remember that all usernames and passwords are case sensitive, so check your CAPS lock key.

Tick the following boxes:

# Remember credentials
# Try to connect when PhoenixAI does
# I agree

Do NOT tick "I am behind a HTTP proxy" unless you know for certain that you are (most people aren't behind one anyway).

Step 4: Click 'OK',

# 'Failed to connect' indicates you have a problem with your Internet connection, or your firewall is blocking the connection.

If you also have a red unhappy face (PhoenixAI not connected), then test your Internet access by opening Internet Explorer and going to a web site you normally wouldn't visit, or click here www.sun.com.   If the site loads, then your Internet is ok, if it doesn't, then it's not.  Fix your Internet connection and try connecting again.

If your Internet access is ok, then try turning your firewall off for 5 minutes as a troubleshooting measure. 

If you're not sure what firewall software you're running, some common ones include Kaspersky, McAfee, Norton, AVG, BitDefender, Trend Micro and Zone Alarm.  There are many others, but they all do pretty much the same thing.  Basically, if you've got something that calls itself "Security Suite", "Internet Security", or similar, then that's the one.  There's usually an icon for the firewall software down in the "System Tray" in the lower-right corner of the screen near the clock.

If your connection attempt is successful then you know that the problem was in fact the firewall, and you can go about altering it's internal specifications to allow PhoenixAI to connect in the future.

Most firewall programs have a section called Program Control or something similar, which allows it to control Internet access based on which software package is attempting access.  In the program control you should look for entries for the following programs:

PhoenixAI.exe
MisGryphonAgent.exe

Both these programs should be set to "Allow" or "Permit", depending on your particular firewall program.

In this case or any other case not defined above you should email support@gryphonlearning.com.au stating what it says in the status part of the window and you will soon receive a solution.