Merrill Edge MarketPro® Troubleshooting Guide

Merrill Edge MarketPro? Troubleshooting Guide

Use this guide to help with problems launching MarketPro or to help resolve any performance issues. If you still need help after completing the steps in this guide, please contact us.

SYSTEM REQUIREMENTS

Operating System Recommended Windows 7 or higher

Mac OS 10.9 or higher*

Browser Internet Explorer 11 or higher Firefox 60 or higher Chrome 65 or higher Microsoft Edge Safari (Mac) 10 or higher

Java 1.8.45 or higher

*The RTD Excel plugin is Microsoft compatible only, and is not supported on a Mac system.

Can I use something other than recommended level?

You may be able to use different or other versions of browsers, operating systems, and Java to access MarketPro. However, you should be aware that there may be minor problems or performance issues that we may not be able to fix should they be discovered.

Other Requirements:

? Cookies enabled ? Pop-up blocking disabled, or pop-ups allowed for Merrill Edge and MarketPro URLs ? Internet Connection: DSL, Cable or other broadband type connection is recommended ? Memory: 1 GB RAM ? Processor: Pentium 4 2.0 GHz equivalent or greater for optimal performance ? PDF content requires Adobe Reader 6.0 or later ? Ability to connect to the internet through port 80, 443 or 2812

INSTALLING JAVA

MarketPro requires Java which can be installed from . Your operating system should be detected automatically.

Click here for detailed Java installation steps from the Java website.

If after installing Java you still encounter problems with MarketPro, make sure to close all browser windows/restart your computer. Also, make sure the most recently downloaded .jnlp file is being opened (the files cannot be re-used). If problems persist, try the steps below or contact us for assistance.

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JAVA TROUBLESHOOTING

JNLP file association

Setting file association in windows

? Close all browser windows ? Open the Control Panel

o Windows 8/10: Right click start button, and select Control Panel. o Windows 7: Left click start button, and select Control Panel. ? In Category view: Select Programs > Make a file type always open in a specific program o In Icon view: Select Default Programs > Associate a file type or protocol with a program ? Scroll down to extension .jnlp ? If Current Default is not Java(TM) Web Start Launcher, select .jnlp and click Change program ? Click More apps (Windows 10) or More options (Windows 8) or Browse (Windows 7) ? Scroll down and select Look for another app on this PC (Windows 8/10 only) ? Navigate to Local Disk (C:), Program Files (x86), Java, jre1.8.0_144, bin (exact path may vary depending on Java installation location and version) ? Select javaws and click Open

Setting file association on Mac

? Close all browser windows ? Click on Apple icon at the top left ? Click System Preferences ? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? Under the Advanced tab, set JNLP File/MIME Association to "Prompt user" or "Always allow"

Java control panel settings

? Open Control Panel / System Preferences o Windows 8/10: Right click start button, and select Control Panel. o Windows 7: Left click start button, and select Control Panel. o Mac: Click the Apple icon at the top left and select System Preferences

? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? Under the Advanced tab, set JNLP File/MIME Association to "Prompt user" or "Always allow"

Adding trusted sites

Note: The URL provided is only the host for the MarketPro software ? all account and trading connectivity is made directly through Merrill Edge.

Windows

? Close all browser windows ? Open the Control Panel

o Windows 8/10: Right click start button, and select Control Panel. o Windows 7: Left click start button, and select Control Panel. ? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? Under the Security tab, click Edit Site List, then Add, enter , click OK, and click Continue on the security warning.

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Mac

? Close all browser windows ? Click on Apple icon at the top left ? Click System Preferences ? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? Under the Security tab, click Edit Site List, then Add, enter , click OK, and click

Continue on the security warning.

Clear Java Cache

0BClear Java cache on Windows

? Close all browser windows ? Open the Control Panel

o Windows 8/10: Right click start button, and select Control Panel. o Windows 7: Left click start button, and select Control Panel. ? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? In the Java Control Panel, under the General tab, click Settings under the Temporary Internet Files section ? Click Delete Files on the Temporary Files Settings dialog ? Click OK on the Delete Files and Applications dialog ? Click OK on the Temporary Files Settings dialog ? Click OK on the Java Control Panel

1BClear Java cache on Mac

? Close all browser windows ? Click on Apple icon at the top left ? Click System Preferences ? Click on Java (if the icon does not appear, enter Java into the search box at top right) ? In the Java Control Panel, under the General tab, click Settings ? Click Delete Files on the Temporary Files Settings dialog

Uninstall and Reinstall Java

Some issues may be resolved by uninstalling and reinstalling Java

Windows uninstall steps

Use the Java Uninstall Tool

Or, to uninstall manually: ? Close all browser windows ? Open the Control Panel o Windows 8/10: Right click start button, and select Control Panel. o Windows 7: Left click start button, and select Control Panel. ? Select or search for Programs and Features ? Select Java from the list and click Uninstall ? If multiple versions of Java are present, repeat until all have been uninstalled

If Java will not uninstall, it may be due to a corrupted registry. This can usually be resolved using the following Microsoft Support Action

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Mac uninstall steps

Note: uninstallation requires administrative privileges ? Open Finder ? Click on Applications ? In the search box enter JavaAppletPlugin.plugin ? Right click on JavaAppletPlugin.plugin and select Move to Trash

For both Mac and Windows: After uninstalling, reinstall from . If you encounter any installation errors, try the offline version specific to your operating system. OPENING ON MAC OS By default, the .jnlp file may not open directly from the browser on Mac OS. To launch MarketPro, open the finder window from your browser as shown below: Safari Click on the downloads icon, then click the magnifier icon

Chrome Click the drop down arrow for the downloaded file, then click Show in Finder

Firefox Click on the downloads icon, then click the magnifier icon

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When the finder window opens, locate the most recent .jnlp file (file will be named "mq" followed by today's date), right click or hold down Ctrl and click on the file, and select Open or Open With > Java Web Start.

If desired, you may review your settings from the Apple icon > System Preferences > Security & Privacy to modify this behavior, allowing the file to be opened from the browser. Use caution, as making changing to these settings may put your system at risk. STILL NEED HELP? You can reach us any time by calling 877.653.4732 or by sending a secure message. Investment Center representatives are available 24 hours a day, 7 days a week. Advanced technical support is available Monday - Friday 8am to 6pm EST. More contact information

Investing involves risk. There is always the potential of losing money when you invest in securities. Merrill Edge? is available through Merrill Lynch, Pierce, Fenner & Smith Incorporated (MLPF&S), and consists of the Merrill Edge Advisory Center (investment guidance) and self-directed online investing. Investment products:

Are Not FDIC Insured Are Not Bank Guaranteed

May Lose Value

MLPF&S is a registered broker-dealer, Member SIPC and a wholly owned subsidiary of Bank of America Corporation.

? 2019 Bank of America Corporation. All rights reserved.

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