Support Board
Date/Time: Sun, 09 Aug 2026 03:08:09 +0000
Platform Freezing on Startup
View Count: 499
| [2026-06-23 12:25:18] |
| kvcornie - Posts: 50 |
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Upon startup, the primary instance initially starts to open and function correctly for about 10-20 seconds but then the ladders stop updating and the instance goes into "not responding" mode. It only has 4 ladders and 4 charts in it, the charts are all detached but generated from the same chartbook which is the only chartbook in the instance. I have 2 other sub instances that are taking a couple of minutes (which is much longer than normal) but, eventually open and I can use the menu's etc. but, market data is not updating. The sub-instances are charts only. Sub-instances are set to open on startup. - I've restarted the CPU twice. - I used Sub-Instance #2 to File >> Disconnect then Connect to data feed - Custom Symbol settings are OFF at least in the sub-instances, I can't verify the main instance via the menu given the not responding issue. See links for Message Log screen shots attached. The Main instance message log does not pop up while the sub-instances do. https://www.sierrachart.com/image.php?Image=1782217043851.png https://www.sierrachart.com/image.php?Image=1782217090593.png Date Time Of Last Edit: 2026-06-23 12:25:56
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| [2026-06-23 12:56:31] |
| kvcornie - Posts: 50 |
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just tried starting all instances in safe mode. This did not make any difference, still same issues.
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| [2026-06-23 13:01:47] |
| kvcornie - Posts: 50 |
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ok, just disabled open files on startup as well. This is stopping the freezing issue. I'll take steps to find out if there is a corrupted chart or chartbook. |
| [2026-06-23 13:22:43] |
| kvcornie - Posts: 50 |
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Resolved. Deleted sub-instance folders as well.
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| [2026-06-23 17:19:36] |
| kvcornie - Posts: 50 |
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This issue started happening again and has gotten progressively worse as using the ESU26 contract freezes the platform after taking all of the prior steps (that worked until another platform restart) at which point I tried them all again and added the ones below. Steps I’ve tried since having initially had success - Start platform in SAFE MODE. - Do NOT open any chartbooks/files nor instances on startup - Delete ESU26 & ESM26 Historical and intraday chart data files via these instructions https://www.sierrachart.com/index.php?page=doc/ChartDataFiles.html#DeletingChartDataFile:~:text=on%20the%20menu.-,Deleting%20a%20Chart%20Data%20File,-%5BLink%5D%20%2D%20%5B - Re-connect to data feed - Edit >> Delete All Data and download - Open a new ESH26 Historical chart via File >> Find Symbol. The new chart opens and loads data correctly. No studies, just pure daily bar chart. Continuous contract is set to “NONE” - Change contract to ESM26 via Chart >> Chart Settings >> Symbol. Chart loads correctly. - Repeat symbol change process to ESU26 click “Apply All” data quickly loads then platform freezes. Same thing happens if I try to open the ESU26 from "find symbol" directly as well. - Other Products (NQ, MES, MCL, CL, MGC, GC) work fine, this seems to be ES only and ESU26 specifically. I am at a loss, but this appears to be the same underlying issue that initially caused me to post this thread last week. Back Adjustment issue - ESU26_FUT_CME [CBV] Date Time Of Last Edit: 2026-06-23 17:20:58
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| [2026-06-23 17:42:14] |
| John - SC Support - Posts: 47509 |
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What is "Global Settings >> Data/Trade Service Settings >> Main Settings >> Current Selected Service" set to? And when you open a chart for ESU26, exactly what is the symbol you are using to open the chart (i.e. what is the symbol of the chart)? And exactly what happens when you open that chart for ESU26? is the software crashing? Is it hanging? Are you getting the message that data is being downloaded? If the software is not crashing, then are you able to interact with the software while it is downloading the data (can you select a top level menu like "File" and have that menu open and show the list of items within it)? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-23 18:16:12] |
| kvcornie - Posts: 50 |
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1. Teton CME Routing [trading] 2. ESU26_FUT_CME 3. I chose File >> Find Symbol >> ESU26_FUT_CME >> Open Historical Chart. I see a chart open and daily OHLC bars immediately load, I don't even see the data downloading message, it's instantaneous to my eyes. 4. As soon as the chart opens and loads I cannot interact with the "find Symbol" menu to "close" it, nor can I interact with the "File" nor any other menu's on the Main (and only) instance as it has gone into the "not responding" state and clicking on it "greys' it out". NOTE: if I open a new instance prior to opening the ESU26 chart in the main instance, I CAN still interact with and close those sub instances, just not the main instance. |
| [2026-06-23 19:37:17] |
| John - SC Support - Posts: 47509 |
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Daily charts will load fairly instantaneously. There is not much data to load for those charts. Do you have the same issue if you open an Intraday chart for ESU26_FUT_CME? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-23 19:54:47] |
| kvcornie - Posts: 50 |
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Yes same issue with intraday charts. I do NOT have the issue with a Trade DOM. |
| [2026-06-24 10:42:12] |
| kvcornie - Posts: 50 |
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As of right now, ESU26 stand alone and continuous contracts are working fine as are my old chartbooks that use it. The only changes on my end are: - the physical date changed at midnight and I "shut down" the CPU every night as opposed to the CPU "restarts" I was doing yesterday. - upon opening Sierra this morning the first thing I did was delete the ESU26 data file in both the File>>New Historical and New Intraday chart paths. - Sierra is NOT in safe mode. Yesterday I re-tried the steps above many times with different iterations, it's all I worked on the whole day, so it wasn't a one-time attempt I made or anything like that. Were any changes made on your end? I know this issue was specific to me, but just wondering. Date Time Of Last Edit: 2026-06-24 10:43:56
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| [2026-06-24 11:02:26] |
| kvcornie - Posts: 50 |
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Oh geez. Trying to set things back up to normal I restarted Sierra and turned "open files on startup" back on and we are back to square one. I only had 1 chartbook and the main instance loading. I just need to re-install the platform don't I? Date Time Of Last Edit: 2026-06-24 11:08:09
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| [2026-06-24 13:42:08] |
| kvcornie - Posts: 50 |
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I tried to using a new installation of Sierra chart on a different computer. To transfer settings I completed the instructions Starting at step 5 (link below). Transferring Sierra Chart Settings and Data From Existing Installation to New Installation: Transferring Sierra Chart Settings and Data From Existing Installation to New Installation - I did NOT transfer any data folder files other than 3 chartbooks AFTER I completed Step 5, so there weren't any old ESU26 data in the data folder in the new installation. - The chartbook that did not contain an ESU26 chart opened and operated fine. - when I opened a chart book that contained ES chart data, the new installation on the separate CPU froze just like my original CPU. I am at a loss as to what to do in terms of not having to reproduce all my chartbooks in the case of a complete re-install. Or do I just have to re-produce the chartbooks that contain ES? |
| [2026-06-24 14:23:56] |
| kvcornie - Posts: 50 |
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Now I tried a THIRD CPU. However, I had Sierra installed there as of several months ago and most recently used 04/24/2026. The quick answer is that it appears to be working normally after I roll to ESU26. So it seems clear my main installation is corrupt given that the issue transferred to the SECOND CPU installation even though I didn't send Data Files. What do you recommend? |
| [2026-06-24 14:31:38] |
| John - SC Support - Posts: 47509 |
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Please get us the chartbook that is causing you issues. We want to see if we have the same issue with it. Follow these instructions to get us the file: Support Board Posting Information: Attaching a File (Optional) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-24 14:52:20] |
| kvcornie - Posts: 50 |
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Both files cause the issue for me. The "za10_000.Ladders_OrigHasES" file is much smaller in terms of mkt data (a few ladders and only 1 ES chart). I also attached the "10_0101_ES" for another example, but it has a lot of very large tick charts. |
 za10_000.Ladders_OrigHasES.Cht - Attached On 2026-06-24 14:50:26 UTC - Size: 50.3 KB - 76 views 10_0101_ES.Cht - Attached On 2026-06-24 14:51:38 UTC - Size: 67.51 KB - 54 views |
| [2026-06-24 16:05:55] |
| kvcornie - Posts: 50 |
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Fingers crossed solution. I completely un-installed on CPU #2 (i.e. deleted C:\SierraChart). I completed the "Step 5" section to copy settings over from CPU #3 to CPU #2. I loaded the same Chartbooks I sent you that were from the original CPU #1 "corrupted" installation onto CPU #2. I enabled open files on startup (CPU #2). So far so good after 2 platform restarts. I'd like to repeat this process on CPU #1 so that I can get back to trading. Before I do that, would you like me to provide any log files to you? |
| [2026-06-26 20:01:37] |
| kvcornie - Posts: 50 |
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I’m once again having the same/similar issues since re-installing the platform per steps taken, yesterday, in post #16. See below for all iterations performed to narrow down the culprit. FINDINGS - Enabling Custom symbol settings is the root cause. - w/ Custom symbol settings enabled ESU26 is an idiosyncratic problem, at least for me. BAND-AID - Turn OFF Custom Symbol settings prior to exiting the platform each time. QUESTION - Is this something you will investigate further or should I only let you know if my “band-aid” stops working? ITERATIONS (1) NO JOY: Startup causes main instance to go into “Not Responding” before loading any market data - Custom Symbol Settings are ON (my only purpose for enabling is so I can set a Trade Position Limit). - Main instance is Set to run instances 2,3. - Main Instance is set to open files consisting of 1 chartbook with Trade DOMs for [CBV][M] of ESU26, CLQ26, GCQ26, ZNU26, ZTU26, 6EU26, 6BU26 - Instance 2 is set to open files on startup consisting of 1 chartbook ([CBV][M] ESU26 ) that is the same chartbook attached in post #15, WITH the addition of [CVB][M] DOMs for MESU26 and ESU26. - Instance 3 is set to open 2 chartbooks ([CBV][M] CLQ26, GCQ26) that are the same layout as the "10_0101_ES" chartbook attached in post #15 (these CL,GC chartbooks do NOT have DOMs). (2) SUCCESS: Startup works correctly - Turn OFF Custom Symbol settings - All other settings from iteration (1) remain the same. (3) SUCCESS: Startup works correctly, BUT prior to Exit of Iteration (2) – Turn ON custom symbol settings – Turn OFF open files on startup for Main Instance chartbook (i.e. all Trade DOMs). – Turn OFF open files on startup for instance 2 Chartbook ESU26 w/ MESU26 and ESU26 DOMS from Iteration (1) – All other settings from iteration (2) remain the same (4) SUCCESS: Startup works correctly, BUT prior to exit of Iteration (3). - Leave custom Symbol Settings ON - Delete only ESU26 DOM in Main instance chartbook. - Turn ON Main instance to open files on startup for its Trade DOM chartbook (that no longer has ESU26 DOM). - But turn OFF open files on startup for instance 2 ("10_0101_ES" chartbook). - All other settings from iteration (3) remain the same (5) NO JOY – while platform is still open from iteration (4) - Open instance 2 ("10_0101_ES") chartbook, with the added MESU26 and ESU26 DOMs with the following result RESULT - Instance 2 chartbook opens, charts load and remain functional, HOWEVER - MESU26 DOM only loads top level of book and allows orders to be placed, BUT the ladder is frozen and last trade price does not update. - ESU26 DOM also loads top of book BUT no orders can be placed and ladder is also frozen - Instance 3 charts remain functional (there haven’t been any DOMs in instance 3 at any point.). - Main instance freezes after chartbook trade DOMs were running fine prior to instance 2 chartbook being opened. (6) SUCCESS: Repeat iteration (4) after having done an “end task” to close Sierra after Iteration (5) - Custom symbol settings are STILL ON. - In Main instance: copy MESU26 DOM and change symbol of DOM copy to ESZ26 (December) contract. - Result DOM loads and works fine. - Turn OFF Custom symbol settings and open existing front month chartbook ESU26 (September) in Instance 2. – Result, chartbook charts AND the MESU26 and ESU26 DOMs open and function correctly. (7) SUCCESS: Prior to exiting after iteration (6) - instance 2 chartbook “SaveAs” new chartbook AND - change Chart and DOM contracts to the DECEMBER contract MESZ26 and ESZ26. |
| [2026-06-29 14:20:58] |
| Sierra_Chart Engineering - Posts: 24438 |
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It is not necessary to provide all of these details because they are not going to help us understand this. We think we know what the problem is, and we apologize for this. In some of the prereleases there was an issue related to an updated confirmation prompt for the Trade Window. This was in debug only but still had an effect in the release builds. This is now resolved. Update to the latest prerelease with Help >> Download Prerelease. Let us know if the problem is resolved. It is not entirely clear if this is your issue but it could be. If you continue to have a freezing problem we can only refer you to help topic 30: High CPU Usage | Inactive User Interface | Poor Performance | Long Time to Load Chart Data | Charts Reloading Often 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: 2026-06-29 15:05:22
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| [2026-07-09 11:55:02] |
| kvcornie - Posts: 50 |
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No joy unfortunately. I installed the pre-release and the issue still persists. My only workaround is still disabling "Custom Symbol Settings" before closing Sierra Chart. I only use Custom Symbol Settings to enforce maximum position and order quantity limits. They're an important safeguard against fat-finger mistakes, especially when the DOM has keyboard focus and I start typing, thinking another window is active (or one of many other scenarios) before using an order-entry hotkey. I've noticed Support often recommends toggling Custom Symbol Settings when troubleshooting unrelated issues. That makes me wonder if these risk controls would be be better separated from the rest of the Custom Symbol Settings. I'd like to suggest moving position and quantity limits to a dedicated risk management setting, ideally at the individual Trading DOM level, while still keeping global account-level limits as an additional safeguard. It just seems like such an important safety feature deserves to live independently from any other settings that might be disabled in order to solve an issue or enable another option. Sorry for the suggestion if there's a reason this isn't practical, this is simply something I think would make an already excellent platform even safer. Date Time Of Last Edit: 2026-07-09 11:58:12
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| [2026-07-09 15:20:47] |
| John - SC Support - Posts: 47509 |
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If you are certain that the issue is related to "Use Custom Symbol Settings", then this would imply that there is something "bad" in the customized symbol information that is causing the problem. In this case, we would recommend removing the custom symbol settings file in order to not have any customizations setup. Then you can enable the "Use Custom Symbol Settings" option again and be able to restart Sierra Chart without it freezing. Refer to the following for how to remove the file that contains the customizations: Global Symbol Settings: Disabling Custom Symbol Settings You would then need to re-enter the position and quantity limits for the individual symbols, being careful not to change anything else that may create the problem you are having. Keep in mind there is a "Global Trade Position Limit" on the Symbol Settings, if you want to use this instead of modifying individual symbols. Refer to the following: Global Symbol Settings: Use Global Trade Position Limit (Global Settings >> Symbol Settings) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-07-10 13:01:50] |
| kvcornie - Posts: 50 |
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This process fixed it. I thought I had done this several times, but perhaps I never did it while the "Use Custom Symbol settings" was actually enabled, I might have always disabled it prior to the Update from server/reconnect process. However, I had already fully removed and re-installed the platform and then ONLY changed the Trade Position Limit within the Custom symbol feature. I'm perplexed as to why the issue persisted after the re-install, especially since the fix turned out to be relatively simple. Or perhaps the version upgrade combined with this process was the fix. But alas, things seem to be ok. Date Time Of Last Edit: 2026-07-10 13:03:09
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| [2026-07-10 17:31:29] |
| John - SC Support - Posts: 47509 |
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It depends on what files you moved from the old installation to the new one. You probably moved the file that has the customized symbol settings in it. Otherwise, we do not know. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-07-14 08:36:26] |
| kvcornie - Posts: 50 |
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Regarding the Trade Position Limit and the Order quantity position limit, from my standpoint, it seems like defaulting them to 1 instead of 0 could be a safer alternative given that 0 allows unlimited size. Again, I don't know what I don't know about architecture considerations, just a thought. |
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