Support Board
Date/Time: Wed, 19 Aug 2026 18:30:55 +0000
Chart Freezes
View Count: 76
| [2026-08-19 14:36:08] |
| nigel1988 - Posts: 8 |
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Hi Support, My Sierra chart 2891 freezes when I load the chartbook. I am connected to the rithmic data feed through a prop firm eval. When I say freeze, basically the chart would load to the latest, then just stop at the most recent candle. I've tried delete and download data, using the find symbol to ensure I have the right symbol, but still have this problem. |
 Screenshot 2026-08-19 223251.png / V - Attached On 2026-08-19 14:33:24 UTC - Size: 28.38 KB - 5 views Screenshot 2026-08-19 223501.png / V - Attached On 2026-08-19 14:35:09 UTC - Size: 98.95 KB - 3 views |
| [2026-08-19 14:47:57] |
| John - SC Support - Posts: 47552 |
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Please get us your Message Log by following these instructions: Follow the instructions here to clear the Message Log:
Message Log: Clearing the Message Log Close all of the Chartbooks with "File >> Close All Chartbooks". Open a single chart for the symbol you have an issue with through "File >> Find Symbol". Tell us that symbol of the chart. Tell us about *one* symbol only. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-08-19 14:56:10] |
| nigel1988 - Posts: 8 |
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Hi John, Thank you for responding. I have done what you said, but the message log is still empty. Before I cleared it, it was empty as well. Also, I updated to 2939 while waiting for response, still same problem persists. Thanks |
| Screenshot 2026-08-19 225452.png / V - Attached On 2026-08-19 14:55:00 UTC - Size: 8.09 KB - 3 views |
| [2026-08-19 14:59:05] |
| John - SC Support - Posts: 47552 |
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Please select "Global Settings >> Message Categories" and set all the items in there to "Yes". After you close that, your Message Log will then display the information and you can get it to us.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-08-19 15:03:31] |
| nigel1988 - Posts: 8 |
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2026-08-19 23:02:39.220 | Software version: 2939 64-bit 2026-08-19 23:02:39.220 | Safe Mode enabled 2026-08-19 23:02:39.220 | Primary Thread ID: 2480 2026-08-19 23:02:39.220 | Usage end date: 2026-10-11 2026-08-19 23:02:39.220 | Enabled for: Advanced Features 2. 2026-08-19 23:02:39.220 | Enabled for: Sierra Chart Historical Data Service. 2026-08-19 23:02:39.220 | Enabled for: Denali Real-Time Exchange Data Feed. 2026-08-19 23:02:39.220 | Enabled for: Delayed Denali Exchange Data Feed. 2026-08-19 23:02:39.220 | Allow Support for Sierra Chart Data Feeds is enabled. 2026-08-19 23:02:39.220 | Current selected Data/Trading service: Rithmic Direct - DTC 2026-08-19 23:02:39.220 | Custom symbol settings values: enabled 2026-08-19 23:02:39.220 | Chart Update Interval: 1000 2026-08-19 23:02:39.220 | Intraday Data Storage Time Unit: 0 2026-08-19 23:02:39.220 | Time Zone: +08:00:00 (HKT+08) 2026-08-19 23:02:39.220 | 2026-08-19 15:02:39 Local computer time in UTC 2026-08-19 23:02:39.220 | 2026-08-19 23:02:39 Local computer time in SC Time Zone 2026-08-19 23:02:39.220 | 2026-08-19 14:48:32 Server time in UTC 2026-08-19 23:02:39.220 | Local computer UTC time and Server UTC time difference: 4 seconds. 2026-08-19 23:02:39.220 | Program path: C:\SierraChart\ 2026-08-19 23:02:39.220 | Data Files path: C:\SierraChart\Data\ 2026-08-19 23:02:39.221 | OS Version Number: 10.0 2026-08-19 23:02:39.221 | Locale Setting: C 2026-08-19 23:02:39.221 | Crash reporter started: true 2026-08-19 23:02:39.221 | 2026-08-19 23:02:51.035 | ESU6.CME 1 Min #1 | Reloading chart. 2026-08-19 23:02:52.447 | ESU6.CME 1 Min #1 | Chart data loading complete. 2026-08-19 23:02:58.447 | File >> Disconnect selected. 2026-08-19 23:02:58.447 | Rithmic Direct - DTC (Data) | Waiting for socket receive thread to end 2026-08-19 23:02:58.447 | DTC Client socket (2) | CloseSocket call. 2026-08-19 23:02:58.447 | Rithmic Direct - DTC (Data) | Disconnected from the server. 2026-08-19 23:02:58.448 | DTC Client socket (2) | Shutdown started. Waiting for graceful close. 2026-08-19 23:02:58.448 | Rithmic Direct - DTC | Waiting for socket receive thread to end 2026-08-19 23:02:58.448 | DTC Client socket (1) | CloseSocket call. 2026-08-19 23:02:58.448 | DTC Client socket (1) | Max send buffers used during socket life: 3 2026-08-19 23:02:58.448 | DTC Client socket (1) | Max send buffer size during socket life: 406 2026-08-19 23:02:58.448 | DTC Client socket (1) | Shutdown started. Waiting for graceful close. 2026-08-19 23:02:58.448 | Rithmic Direct - DTC | Disconnected. 2026-08-19 23:02:58.460 | DTC Client socket (1) | Socket gracefully closed by remote side. 2026-08-19 23:02:58.460 | DTC Client socket (1) | Closed. 2026-08-19 23:02:58.460 | DTC Client socket (2) | Socket gracefully closed by remote side. 2026-08-19 23:02:58.460 | DTC Client socket (2) | Closed. 2026-08-19 23:03:01.833 | 2026-08-19 23:03:01.833 | Rithmic Direct - DTC | Using server connection: Rithmic Paper Trading-Singapore-Non-Aggregated 2026-08-19 23:03:01.833 | Rithmic Direct - DTC | Trading server address/port: rsc-sg.rithmic.com:40800 2026-08-19 23:03:01.833 | Rithmic Direct - DTC | Connecting to the server rsc-sg.rithmic.com. Port 40800 2026-08-19 23:03:01.833 | DTC Client socket (1) | Creating socket. Using TLS 1.2. 2026-08-19 23:03:01.833 | DTC Client socket (1) | New receive buffer size: 0 2026-08-19 23:03:01.833 | DTC Client socket (1) | Connecting to IP: 13.212.238.177. 2026-08-19 23:03:01.844 | Rithmic Direct - DTC | Network connection to server complete. 2026-08-19 23:03:01.844 | Rithmic Direct - DTC | Starting socket receive thread. 2026-08-19 23:03:01.844 | Rithmic Direct - DTC | Using fixed encoding of Binary 2026-08-19 23:03:01.844 | Rithmic Direct - DTC | Sending logon request message. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Received logon response. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Server Name: . 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Server protocol version: 8. Client protocol version: 8 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Successfully connected. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Trading is supported. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Order cancel and replace is supported. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | OCO Orders supported. 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Symbol and Exchange Delimiter: . 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | MarketDepthIsSupported: 0 2026-08-19 23:03:02.333 | Rithmic Direct - DTC | Connection to server complete. 2026-08-19 23:03:02.333 | No download requests in the queue to start downloads for. | Number times message added: 4 2026-08-19 23:03:02.333 | Notice: Not connected to Live trading account to receive CME realtime futures data at non-professional fees. 2026-08-19 23:03:03.136 | Using symbol data fast lookup vector 2026-08-19 23:03:03.136 | Rithmic Direct - DTC | Starting real-time market data updates for: ESU6.CME. ID: 1 Service code: rithmic.trading 2026-08-19 23:03:03.137 | Rithmic Direct - DTC (Data) | Connecting to the server rsc-sg.rithmic.com. Port 40801 2026-08-19 23:03:03.137 | Rithmic Direct - DTC | Requesting security definition data for: ESU6.CME. ID: 1 2026-08-19 23:03:03.137 | Added historical Intraday data request for ESU6.CME to the queue. 2026-08-19 23:03:03.137 | Intraday data recording state for symbol ESU6.CME is set to download 'Pending'. 2026-08-19 23:03:03.137 | Triggering next historical data download in queue. 2026-08-19 23:03:03.137 | DTC Client socket (2) | Creating socket. Using TLS 1.2. 2026-08-19 23:03:03.137 | DTC Client socket (2) | New receive buffer size: 0 2026-08-19 23:03:03.137 | DTC Client socket (2) | Connecting to IP: 13.212.238.177. 2026-08-19 23:03:03.140 | Delaying start of download for ESU6.CME. 2026-08-19 23:03:03.149 | Rithmic Direct - DTC (Data) | Network connection to server complete. 2026-08-19 23:03:03.149 | Rithmic Direct - DTC (Data) | Starting socket receive thread. 2026-08-19 23:03:03.149 | Rithmic Direct - DTC (Data) | Using fixed encoding of Binary 2026-08-19 23:03:03.149 | Rithmic Direct - DTC (Data) | Sending logon request message. 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Received logon response. 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Server Name: . 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Server protocol version: 8. Client protocol version: 8 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Successfully connected. 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Trading is not supported. 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Symbol and Exchange Delimiter: . 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | MarketDepthIsSupported: 1 2026-08-19 23:03:03.632 | Rithmic Direct - DTC (Data) | Restarting real-time data updates for symbol: ESU6.CME 2026-08-19 23:03:03.871 | Symbol Error | ESU6.CME is unknown, unavailable, or improperly formatted. unknown request 2026-08-19 23:03:03.871 | Rithmic Direct - DTC (Data) | Security Definition request has been rejected. Reason: unknown request. ID = 1 2026-08-19 23:03:04.219 | HD Request # 5 | Downloading Intraday chart data for ESU6.CME to the file ESU6.CME.scid. Service: rithmic.trading 2026-08-19 23:03:04.219 | HD Request # 5 | Download start date-time: 2026-08-19 23:02:12.000000. File last date-time: 2026-08-19 23:02:12.785018 2026-08-19 23:03:04.219 | HD Request # 5 | Using server: rsc-sg.rithmic.com port 40802. Use encryption. 2026-08-19 23:03:04.219 | Socket (3) | Creating socket. Using TLS 1.2. 2026-08-19 23:03:04.219 | Socket (3) | New receive buffer size: 0 2026-08-19 23:03:04.219 | Socket (3) | Connecting to IP: 13.212.238.177. 2026-08-19 23:03:04.231 | HD Request # 5 | Sending historical data logon request message. 2026-08-19 23:03:04.713 | HD Request # 5 | Requesting Intraday data. Start date-time: 2026-08-19 23:02:12. Record interval: 0. Symbol: ESU6.CME 2026-08-19 23:03:05.187 | HD Request # 5 | Receiving Intraday data for ESU6.CME starting at 2026-08-19 23:02:12.043000 2026-08-19 23:03:05.428 | Socket (3) | CloseSocket call. 2026-08-19 23:03:05.428 | Socket (3) | Shutdown started. Waiting for graceful close. 2026-08-19 23:03:05.429 | Historical data download thread signaled to stop. 2026-08-19 23:03:05.429 | HD Request # 5 | Timestamp of first Intraday data file record written: 2026-08-19 23:02:13.352000. 2026-08-19 23:03:05.429 | HD Request # 5 | Received 1871 Intraday data records from 2026-08-19 23:02:12.043000 to 2026-08-19 23:03:04.912000 (52.9 seconds. Delay: 0.5 seconds) and wrote 1848 records for ESU6.CME 2026-08-19 23:03:05.436 | HD Request # 5 | Add time&sales data | Remembered last file record date-time: 2026-08-19 15:03:04.912000 2026-08-19 23:03:05.436 | HD Request # 5 | Completion time: 1s. 2026-08-19 23:03:05.436 | HD Request # 5 | Intraday data download complete for ESU6.CME. Unique request ID: 5 2026-08-19 23:03:05.436 | Removing historical data download ID 5. 2026-08-19 23:03:05.436 | Real-time Intraday chart data file updates started for ESU6.CME 2026-08-19 23:03:05.436 | Intraday chart data file opened for ESU6.CME 2026-08-19 23:03:05.436 | HD Request # 5 | Enabling Intraday chart updating for symbol. 2026-08-19 23:03:05.436 | 2026-08-19 23:03:05.436 | No download requests in the queue to start downloads for. 2026-08-19 23:03:05.440 | Socket (3) | Socket gracefully closed by remote side. 2026-08-19 23:03:05.440 | Socket (3) | Closed. |
| [2026-08-19 16:44:26] |
| Sierra_Chart Engineering - Posts: 24604 |
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The Rithmic server is indicating the symbol is not not known: 2026-08-19 23:03:03.871 | Symbol Error | ESU6.CME is unknown, unavailable, or improperly formatted. unknown request We do not know the reason why it is doing that. You really should use the Denali Exchange Data Feed for data: Denali Exchange Data Feed Also be aware of: Easy Solution to CME Funded Trading Account Requirement 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: 2026-08-19 16:45:14
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