Support Board
Date/Time: Tue, 01 Jul 2025 15:13:04 +0000
just paid for SC and account balance doesn't show
View Count: 1129
| [2021-03-31 15:33:08] |
| User968654 - Posts: 38 |
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I don't think my account is properly setup. I'm able to login, but my AMP account balance doesn't show.
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| [2021-03-31 19:14:19] |
| John - SC Support - Posts: 40684 |
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If you are using CQG for your order routing, then make sure that you have gone through the Setup Instructions to connect your Sierra Chart to CQG: CQG Trading Platform Service For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-31 19:35:38] |
| User968654 - Posts: 38 |
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when I go to Data/Trade Services Settings, the only service that comes up is "SC Data - All Services" no way to select CQG WebAPI. What now? |
| [2021-03-31 20:25:14] |
| John - SC Support - Posts: 40684 |
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You just need to learn how to select that field to open it it. The instructions for that particular item can be found here: Settings Windows Interface: Item List (Working with Sierra Chart Windows >> Selection Specific Options) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-01 15:41:04] |
| User968654 - Posts: 38 |
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I get a Service Connection Error: Connection error message from service: CQG WebAPI|Logon unsuccessful. Server message: Trader is not enabled to use No- SierraChart. Contact your FCM. | Is AMP Futures my FCM? |
| [2021-04-01 17:26:21] |
| John - SC Support - Posts: 40684 |
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Yes, you need to contact AMP about that message. Refer to the information here: https://www.sierrachart.com/index.php?page=doc/CQGTrading.php#CommonErrorMessage_TraderIsNotEnabledToUseSierraChartData For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-05 15:48:37] |
| User968654 - Posts: 38 |
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AMP says AMP | Joel (AMP Global (USA)) Apr 1, 2021, 11:22 AM CDT Hello Yes you are enabled for CQG for routing only Thank You They have confirmed it twice. Please help me. Roderick Cezeaux |
| [2021-04-05 17:09:18] |
| John - SC Support - Posts: 40684 |
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Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-05 19:00:01] |
| User968654 - Posts: 38 |
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Software version: 2239 64-bit | 2021-04-05 18:56:57.612 Primary Thread ID: 8220 | 2021-04-05 18:56:57.612 Usage end date: 2021-04-07 | 2021-04-05 18:56:57.612 Enabled for: Sierra Chart Historical Data Service. | 2021-04-05 18:56:57.612 Enabled for: Denali Real-Time Exchange Data Feed. | 2021-04-05 18:56:57.612 Enabled for: Delayed Denali Exchange Data Feed. | 2021-04-05 18:56:57.612 Enabled for exchange2: CME | 2021-04-05 18:56:57.612 Allow Support for Sierra Chart Data Feeds is enabled. | 2021-04-05 18:56:57.612 Current selected Data/Trading service: CQG WebAPI | 2021-04-05 18:56:57.613 Custom symbol settings values: enabled | 2021-04-05 18:56:57.613 Chart Update Interval: 500 | 2021-04-05 18:56:57.613 Intraday Data Storage Time Unit: 1 | 2021-04-05 18:56:57.613 Time Zone: +00:00:00 (UTC+00) | 2021-04-05 18:56:57.613 2021-04-05 18:56:57 Local computer time in UTC | 2021-04-05 18:56:57.613 2021-04-05 18:56:57 Local computer time in SC Time Zone | 2021-04-05 18:56:57.613 2021-04-05 18:45:54 Server time in UTC | 2021-04-05 18:56:57.613 Local computer UTC time and Server UTC time difference: 2 seconds. | 2021-04-05 18:56:57.613 Program path: C:\SierraChart\ | 2021-04-05 18:56:57.613 Data Files path: C:\SierraChart\Data\ | 2021-04-05 18:56:57.613 OS Version Number: 10.0 | 2021-04-05 18:56:57.615 Locale Setting: C | 2021-04-05 18:56:57.615 DLLs: UserContributedStudies_64.dll | 2021-04-05 18:56:57.616 Allowed protected custom studies: | 2021-04-05 18:56:57.616 CQG WebAPI | Connecting to server api.cqg.com | 2021-04-05 18:57:54.160 CQG WebSocket | Connecting to WebSocket server api.cqg.com:443 | 2021-04-05 18:57:54.160 CQG WebSocket socket (1) | Creating socket. Using TLS 1.2. | 2021-04-05 18:57:54.264 CQG WebSocket socket (1) | New receive buffer size: 5242880 | 2021-04-05 18:57:54.265 CQG WebSocket socket (1) | Connecting to IP: 208.48.16.35. | 2021-04-05 18:57:54.265 CQG WebSocket | Opening WebSocket. | 2021-04-05 18:57:54.326 CQG WebSocket | Sending WebSocket handshake. | 2021-04-05 18:57:54.327 CQG WebSocket | Server header | HTTP/1.1 101 Switching Protocols | 2021-04-05 18:57:54.532 CQG WebSocket | Server header | Connection: upgrade | 2021-04-05 18:57:54.532 CQG WebSocket | Server header | Sec-WebSocket-Accept: XEJ6rWxdfXr5brMgDzHbq7xI7/E= | 2021-04-05 18:57:54.532 CQG WebSocket | Server header | Server: WebSocket++/0.7.0 | 2021-04-05 18:57:54.532 CQG WebSocket | Server header | Upgrade: websocket | 2021-04-05 18:57:54.532 CQG WebSocket | Server header | | 2021-04-05 18:57:54.532 CQG WebSocket | Web socket state is now open. | 2021-04-05 18:57:54.532 CQG WebAPI | WebSocket connected. | 2021-04-05 18:57:54.532 CQG WebAPI | Sending market data logon message. | 2021-04-05 18:57:54.532 CQG WebAPI | Logon unsuccessful. Server message: Trader is not enabled to use No - SierraChart. Contact your FCM. | 2021-04-05 18:57:54.695 CQG WebSocket socket (1) | CloseSocket call. | 2021-04-05 18:57:54.704 CQG WebAPI | Disconnected. | 2021-04-05 18:57:54.704 CQG WebAPI | Not reconnecting due to connection error condition. | 2021-04-05 18:57:54.704 CQG WebSocket | WebSocket closed. | 2021-04-05 18:57:54.704 CQG WebAPI | WebSocket closed. | 2021-04-05 18:57:54.704 CQG WebSocket socket (1) | Write in progress. Shutdown being delayed. PendingSize=0 | 2021-04-05 18:57:54.705 CQG WebSocket socket (1) | Write has completed. Shutdown being performed. | 2021-04-05 18:57:54.749 CQG WebSocket socket (1) | Shutdown started. Waiting for graceful close. | 2021-04-05 18:57:54.750 |
| [2021-04-05 20:05:30] |
| John - SC Support - Posts: 40684 |
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Here is the full error message: CQG WebAPI | Logon unsuccessful. Server message: Trader is not enabled to use No - SierraChart. Contact your FCM.
This is definitely a CQG error that your broker has to help you with. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-06 16:05:47] |
| User968654 - Posts: 38 |
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I walked through logging onto my CQG account with AMP tech support and had no problem. The service connection problem has to be on the Stock Chart side. If we can't get this resolved soon, I will have to transfer to a different platform. thanks Roderick Cezeaux |
| [2021-04-06 16:16:51] |
| Sierra_Chart Engineering - Posts: 20033 |
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Select Global Settings >> Data/Trade Service Settings. Clear what you have in the "Private Label Override" box. You must have entered something there. Most likely this: No - SierraChart. 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: 2021-04-06 16:17:12
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| [2021-04-06 16:22:50] |
| User968654 - Posts: 38 |
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It says No. what should it say?
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| [2021-04-06 16:44:02] |
| User968654 - Posts: 38 |
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I cleared the field to blank. And now I'm able to connect, get data and see my AMP account balance. Thanks for your help. I think it's resolved now. |
| [2021-04-06 18:00:15] |
| Sierra_Chart Engineering - Posts: 20033 |
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Good.
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: 2021-04-06 18:00:24
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| [2021-04-06 21:06:57] |
| User968654 - Posts: 38 |
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I'm now having login problems. When I start Stock Chart, the program connects with the saved login creds. When I try to login to a support page using the same creds, it says creds are invalid. When I try to "retrieve password" no email is ever sent. How do I fix this one? |
| [2021-04-06 21:25:29] |
| John - SC Support - Posts: 40684 |
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Is the Account Name that posted with the same Account Name that you use to login to the Sierra Chart software? How did you post this last message to the Support Board if you can not get logged in? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-06 21:30:54] |
| User968654 - Posts: 38 |
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I went to the Support Board while Stock Chart was running. If I try to login with the same creds on a fresh SC page, I can't. Also I'm trying to install the program on a second computer and can't get past login. And then when trying to Retrieve, no email is sent. |
| [2021-04-07 13:44:01] |
| John - SC Support - Posts: 40684 |
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Usually when there is a problem logging into the website directly it is caused by the browser auto-filling the Account Name or password. Make sure that what you type is stays in the fields until you select the Login button. But, in order to get the password change working, from within Sierra Chart select "Help >> Account Control Panel". This will open a browser and log you in with the same credentials that you used when you started Sierra Chart and will take you to the Account Control Panel page. Once there, scroll down to the "Account Details" section and look for a link that states "Manage Account Information". Select that link to take you to the Account Information page. Verify that your email is correct on that page. If it is, then the email that is being sent must be getting caught by an email filter somewhere. If it is not correct, then correct it and select the "Update Account Information" button at the bottom of that section. Then go and reset your password on this page: https://www.sierrachart.com/PasswordReset.php Let us know if you continue to have issues. There are some additional things we can do. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-07 14:32:57] |
| User968654 - Posts: 38 |
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there was a typo on the email address but when I try to correct it, using the Update Account Info, it doesn't work. I hit that button, then exit out of program. Restart and go to Manage Account, finding the address uncorrected. |
| [2021-04-07 16:54:24] |
| John - SC Support - Posts: 40684 |
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Please send us an email to support@sierrachart.com and tell us your Account Name and the correct email address for your account. We will let you know through this ticket when we have it corrected for you.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-07 20:12:31] |
| John - SC Support - Posts: 40684 |
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We have corrected your email address in our system. If you want to reset your password, you can do so from this page: https://www.sierrachart.com/PasswordReset.php For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-07 21:26:51] |
| User968654 - Posts: 38 |
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I tried the Password Reset link. Entered my account name and no email was sent. When I go to Account Details on the Control Panel, I see the same typo, uncorrected. please help |
| [2021-04-07 21:33:02] |
| John - SC Support - Posts: 40684 |
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Yes, we see that it changed back. We will look into this. We have changed it again, if you want to try one more time. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-07 21:36:01] |
| User968654 - Posts: 38 |
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my main problem is getting an invalid un or pw error when trying to login to a new installation on another computer. I will try to uninstall that program and start over with a fresh download. This creds I enter for the new installation are identical to the ones on existing installation that work fine. |
To post a message in this thread, you need to log in with your Sierra Chart account: