Support Board
Date/Time: Tue, 13 May 2025 07:36:31 +0000
Loss of all spreadsheet customization after timer event exception.
View Count: 1440
| [2017-05-11 21:17:38] |
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We noticed this post is marked as hidden. This is an issue we do need to look into and resolve if it is something wrong in Sierra Chart. We need to be able to reproduce this. We need to get the files from you and the steps to reproduce. Except for any DLL files. Here are the instructions to attach the files: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile We will need the Chartbook file, and the Spreadsheet file. And the steps to reproduce. Our main concern is with the Spreadsheet losing data. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-06-13 03:57:21
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| [2017-05-12 15:15:57] |
| User930315 - Posts: 55 |
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Thought I hit the unhide button after making some changes. This post does not need to be hidden. The Chartbook file, Spreadsheet file and the Custom Study CPP file have been uploaded. Also uploaded is a screenshot of the active chart: http://www.sierrachart.com/image.php?Image=1494602034934.png The timer error occurs after 3-5 hours of use, either in live or in replay mode with "Auto Trading Enabled" in the SC menu. Once the timer warning occurs shut down Sierra Chart (saving config) and restart the program. Usually SC will shutdown, but occasionally it will freeze. It makes no difference - all spreadsheet customizations and any edits made in the current session are lost either way and the spreadsheet (apparently) returns to the "Spreadsheet System for Trading" defaults. The file size changes from > 1,000KB to 38KB. Please let me know if you need any additional information or clarification. |
Private File Private File Private File |
| [2017-05-12 20:01:25] |
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We will be testing 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-05-12 21:22:31] |
| User930315 - Posts: 55 |
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There is an Auto Trading switch in the spreadsheet as well. I believe the uploaded copy had it enabled, but just in case: Cell BB7 must be set to "Yes."
Date Time Of Last Edit: 2017-05-12 21:25:38
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| [2017-05-23 15:39:19] |
| User930315 - Posts: 55 |
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This has occurred a couple more times. I've installed a screen recording program and will be providing a video file of the issue if it happens again. Thanks |
| [2017-06-13 02:03:10] |
| User930315 - Posts: 55 |
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The Timer Event error occurred on my system again today. This time SC crashed completely and when I reopened it my studies had again been wiped out. I was unable record a video file due to the hard crash, but I've attached a screen capture of the size of the affected studies after the crash. The files that were opened when the program crashed were: AutotradingV2.3 - YM.scss AutotradingV2.3 - NQ.scss Prior to the crash these files were the same size as the backups shown in right side of the the screen capture ~1.1MB. After the crash the file sizes were 39KB and 206KB. Are there any log files or other information I can provide to help you reproduce or isolate this problem? Date Time Of Last Edit: 2017-06-13 02:06:36
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 File Size After SC Crash.png / V - Attached On 2017-06-13 02:06:24 UTC - Size: 7.91 MB - 295 views |
| [2017-06-13 02:27:01] |
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Just so you know know this is still marked as a follow-up. OK we see that the problem is related to automatic saving of the Chartbooks and Spreadsheets. Confirm that you have Global Settings >>General Settings >> Auto Save Chartbooks Time in Minutes enabled? How often are you auto saving? Attach those two spreadsheet files, and the Chartbook which is using them. We want current copies of these. But the original larger files. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-06-13 02:27:22
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| [2017-06-13 04:20:18] |
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OK we have the test set up on our side, but if you can get us the latest spreadsheets, that would be helpful.
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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-13 05:16:14] |
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Two things we want you to try to see if you can work around the issue: 1. Use Safe Mode: Sierra Chart - Software Login Instructions: Using Safe Mode 2. Disable the option to Autosave Chartbooks in Global Settings >> General Settings. So far we cannot reproduce the problem. But we will let the test run another 24 hours. We will set the autosave frequency to every two minutes. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-13 16:00:34] |
| User930315 - Posts: 55 |
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Autosave was set to 15 minutes, I've turned it off. I'm attaching the two chartbooks and the two modified Spreadsheet System for Trading studies. I'm also attaching an updated copy of the custom study CPP. Minor updates have been made since the last upload, but the code itself is pretty simple I've been unable to find anything in it that looks like it might be causing a problem. Thank you for your help. |
Private File Private File Private File Private File Private File |
| [2017-06-13 16:18:49] |
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We will test these new files. After thinking about this some more, we want you to keep the autosave on and enable Safe Mode only.
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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-13 18:02:55] |
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OK we are testing these files now. We will test them for 24 hours. We also have the autosave set for every two minutes. So far no problems. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-14 17:42:42] |
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We tested your Chartbooks and spreadsheets and custom study for more than 24 hours and no exceptions or any problems. This was with automatic saving of the Chartbooks and spreadsheets every two minutes. It is still possible there could be some problem but it is not getting caught during the test. Although we recommend not using the automatic Chartbook saving option on your side. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-16 15:38:37] |
| User930315 - Posts: 55 |
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Another SC crash occurred yesterday before I changed the Autosave option. This time there was no timer error, nor any SC log entries associated with it, but my spreadsheets were still lost. I've disabled Autosave and will update this thread if the problem occurs again. Date Time Of Last Edit: 2017-06-16 16:23:54
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| [2017-06-16 16:21:55] |
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We want to know if you have the problem when you have enabled Safe Mode. Also, there are backups of the Spreadsheet files in the Backups folder. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-16 16:27:52] |
| User930315 - Posts: 55 |
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I have not yet enabled Safemode because, according to the documentation, it prevents the loading of custom studies. My primary purpose of running SC is to use my custom study for trading.
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| [2017-06-16 16:30:41] |
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OK, this is absolutely important for us to know. Otherwise, we cannot help with this. We have already done our testing and could not duplicate the problem. There definitely is nothing further we can do unless we get this information. Another thing you can do is install another copy of Sierra Chart and just use your Spreadsheets and Chartbook and not use any of the custom studies and see if you have the problem. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-06-16 16:31:02
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| [2017-06-16 16:37:10] |
| User930315 - Posts: 55 |
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"Another thing you can do is install another copy of Sierra Chart and just use your Spreadsheets and Chartbook and not use any of the custom studies and see if you have the problem." I will do that or leave the machine running overnight with SC in safe mode. I understand this is very difficult to duplicate. It doesn't happen everyday for me, or even on a regular basis. Thanks for the info on the Backup folder, it will make it a bit easier to recover from the problem. FYI - I know that you don't support Linux and am not asking you to, but I had this exact same problem when running SC under Linux with Wine. I moved back to Windows 7 because of it. Date Time Of Last Edit: 2017-06-16 16:38:21
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| [2017-06-16 18:26:30] |
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OK we will run the test for several days next week. We will set it up again now.
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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-06-24 07:48:24] |
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We ran your Chartbooks and Spreadsheets for an entire week and still no problem with an encountered exception. This is with a two-minute autosave. We will keep running them. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-07-03 18:54:32] |
| User930315 - Posts: 55 |
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I turned autosave off and have now gone a couple of weeks without a crash of any kind. Previously SC was crashing a couple of times a week. It appears that, as you suspected, the problem was related.
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| [2017-07-03 19:00:34] |
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We were using autosave every two minutes and did not encounter a problem under the debugger for an entire week. Based upon what you are saying, it does indicate that there still is possibly some problem in Sierra Chart relating to saving a Spreadsheet file. Unless it is caused by your custom study in some way. What we still want to know is if you use autosave but run Sierra Chart in Safe Mode do you still have a problem? 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-07-03 19:00:58
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| [2017-07-03 19:12:43] |
| User930315 - Posts: 55 |
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Since it was only happening a couple of times a week it will take a while to show up, but I can leave it running tomorrow and next weekend in safe mode with autosave turned on. Without my custom study my spreadsheet study is not functional. Should I open a generic "Spreadsheet Study for Trading" and apply it? Date Time Of Last Edit: 2017-07-03 19:13:04
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| [2017-07-03 19:15:58] |
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No just continue to use the same Spreadsheet study even in safe mode.
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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
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