Support Board
Date/Time: Mon, 13 Jul 2026 02:51:13 +0000
Bad Data Freezing at 10:13am
View Count: 372
| [2026-05-28 16:00:11] |
| Rui S - Posts: 247 |
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Hello Support, I just want to let you know that I experienced a bad data freezing on NQ Futures at 10:13am for almost a minute, when some big players decided to dump a massive amount of contracts in the market, making it move more than 100 points. My internet and internet backup were normal, as Denali servers were as well. So I guessed it was an overload with CME system and just waited. One minute later everything got back to normal. A few minutes ago I received an email from AMP that confirms what I thought. Dear Clients, We have received notice from CQG that they are experiencing technical problems affecting market data for CME. They say this is market data issue only, no issue with order routing. You should be able to close any open positions and cancel any working orders. All customers will be notified when the system is functioning normally. PLEASE DO NOT PLACE ANY NEW ORDERS. All customers will be notified when the system is functioning normally. If you need any assistance with live trade, please contact our trade desk: Date Time Of Last Edit: 2026-05-28 16:01:26
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| [2026-05-28 17:59:46] |
| John - SC Support - Posts: 47144 |
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CQG having an issue is a completely separate issue. We are not seeing any issues with our data, nor do we see any issues around that time. Although, we are not certain what time zone you are referring to - exactly what time zone is related to the 10:13 am when you had the issue? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-05-28 20:35:28] |
| Sierra_Chart Engineering - Posts: 24244 |
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No this is not true. There was no data lag from the CME: So I guessed it was an overload with CME system and just waited. One minute later everything got back to normal. That is not even possible due to the UDP multicast feed. And also, our logging does not show any significant lag. There is one system we are doing logging on, that we have an issue with, but users are not using, and the worst case lag that is logged at the time is no more than 2 seconds. And we are quite sure that lag is due to an issue on that system that we are trying to figure out. Although that system is used for historical data distribution. But not real-time or delayed data distribution. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2026-05-28 20:37:39
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| [2026-05-28 21:34:37] |
| Rui S - Posts: 247 |
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Although, we are not certain what time zone you are referring to - exactly what time zone is related to the 10:13 am when you had the issue?
It was 10:13 EST. That is not even possible due to the UDP multicast feed.
Well, all I can say is that I'm sure about what I saw in my instances of Sierra Charts during those moments and that freezing wasn't normal. I am also sure that my internet connections all the way to the Denali servers I was connected to were working normally, with the normal latency and without any interruption. There wasn't even one single packet loss during the day. Lack of capacity on my trading PC is out of question as it is always working way bellow its limits and its CPU work load dropped when that happened, because the feed stopped and there wasn't calculations to be made. Sometimes we have some mysteries, as there are many parts involved and that belongs to this business. In any case, I thought I should let you know. |
| [2026-05-29 01:47:34] |
| blt - Posts: 202 |
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to: SIERRA CHART ENG. Just FYI !!! I am on DENALI/TETON and it WAS FREEZING as Rui S reported I even tested my internet connection and my log showed disconnection Everything got back to normal pretty quickly CME issued announcement about CQG (you are aware of that) Thx a lot |
| [2026-05-29 05:10:48] |
| Sierra_Chart Engineering - Posts: 24244 |
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We checked our logs and there was no problem within our infrastructure at that time. There was no problem, from the CME either. None. The main point is of what we said is there was no problem at all from the CME. We would see indications of that. It does not exist. And there was no indication of a processing problem with the CME MDP feeds. One good indicator of that is packet loss. There is 0% packet loss. Not a single packet loss. And we are processing many billions packets in a day on a single server, no problem at all. The CME is not going to say anything about CQG. We have no idea, what this alleged problem was. We see no evidence of it. There was not a single packet lost, 2026-05-28 across all three of our primary CME market data servers. And no significant lags. None observed at that moment. So the issue must be due to external Internet connectivity. There is no mystery here. We explain why these issues can happen here: Prices / Data Falling Behind: 4.21 - Why a Data Feed Stops or Becomes Delayed It is massively more likely that the problem is simply between the Internet connections that we use, and all of the public networking between Chicago/Detroit to Europe which goes through all of the paths of communication , Shared connections and equipment all the way to your home. You cannot ignore that. And you cannot rule out the processing speed, of your own router. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2026-05-29 05:21:00
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| [2026-05-29 05:38:38] |
| Sierra_Chart Engineering - Posts: 24244 |
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As we went through our servers for distributing data to users, we did come across a delay of 20 seconds at that time, on one of the servers. It is associated with one particular Internet connection. We will see what we can do to solve that. This delay though did not affect any of the equity index futures. There was no delay logged for any of those. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2026-05-29 05:39:12
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| [2026-05-29 08:50:12] |
| Rui S - Posts: 247 |
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As we went through our servers for distributing data to users, we did come across a delay of 20 seconds at that time, on one of the servers. It is associated with one particular Internet connection. We will see what we can do to solve that.
This delay though did not affect any of the equity index futures. There was no delay logged for any of those Thank you for sharing that information. If you don't mind me asking, have you checked server DS26 and DS31-2? It is massively more likely that the problem is simply between the Internet connections that we use, and all of the public networking between Chicago/Detroit to Europe which goes through all of the paths of communication , Shared connections and equipment all the way to your home. You cannot ignore that.
As I was careful enough to state in my first post, that yesterday's issue I pointed out was not that. You are absolutely correct to point that out though, because that kind of problems happen more times than it would be desirable. That's the reason that for a long time now I'm always using a third party software to continuously track the entire route from the Denali servers all the way to my PC. I always know when something is not working well and sometimes I am forced to change the servers I'm connected to due to routing issues. Following my comment above, I would like to strongly suggest you to try and use the most reliable ISP from the US to Europe, which is Hurricane Electric, specifically the connection using the server HurricaneElectric.AS6939.gigapix.pt. I support my statement on years of tracking all the servers I'm connected to and this company's connection is by far the best, in terms of service stability, packet loss and latency. This Hurricane Electric ISP using this server has 10 to 15% less latency to my location (Europe) when compared to the best Denali's ISP. It keeps the connection reliable and steady even when the ISPs Denali uses can't, namely Lumen Technologies (ae8.8.bar3.Detroit1.net.lumen.tech) - which is your best ISP to my location - and Cogent (be2314.ccr32.bio02.atlas.cogentco.com) that falls behind 20 to 30% in terms of latency. So, I humbly ask you, please take a look at this Hurricane Electric company and try it out. That would be a great addition to the already great service that Denali provides to its customers. Thank you! PS: What I wrote above is just my honest and thorough observation for several years. I have no participation or anything to gain from the company I mentioned except getting an even better service from Denali's data feed. Date Time Of Last Edit: 2026-05-29 08:59:00
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| [2026-06-01 20:41:37] |
| Sierra_Chart Engineering - Posts: 24244 |
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The server where we saw the delay of 20 seconds was DS 26: If you don't mind me asking, have you checked server DS26 and DS31-2?
We have done some work on the server to address that issue. But we still need to study the problem further to understand the cause and do some further reconfiguration and see if it helps. We have no control over the routing: Following my comment above, I would like to strongly suggest you to try and use the most reliable ISP from the US to Europe, which is Hurricane Electric, specifically the connection using the server HurricaneElectric.AS6939.gigapix.pt. We use Internet connections from the data center, which themselves are an ISP, and other reputable ISPs like Lumen. How the peering works, is controlled by the Border Gateway Protocol. We would never directly involve Hurricane Electric. They are considered a low cost provider. We are going to get ourselves in more trouble if we use them directly. We just simply would never even do this. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2026-06-01 20:42:16
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