Support Board
Date/Time: Thu, 26 Jun 2025 22:26:56 +0000
Error Sierra Chart
View Count: 667
| [2021-11-03 16:44:01] |
| User375400 - Posts: 2 |
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Good afternoon today I am writing to report an error that my account # 142422 is having. (Account name: Alexanderg) of Sierra Chart, Since Monday, November 1, 2021, my account is operating in the F.US.EPZ21 market alone without me doing purchases or sales. Both in simulator and in real, leaving me up to 75 negative points, which although they have not been fully charged from my account has resulted in real losses of: Monday, November 1, 2021: 1 point = $ 65.20 Tuesday, November 2: the error continued in the simulator and that is why I decided not to operate in real Wednesday, November 3, 2021: 2.75 = $ 145.5 Total loss: $ 210.7 In addition to the loss of money, I have not been able to continue operating because the error continues to appear both in the simulator and in real life and despite closing-opening the program and updating the program, the error is not corrected. For this reason I also request that the refund of my money be evaluated by you because of the error. the program has taken me out of operations at negative points on the days mentioned above without my authorization. I am attaching images of the error so that you can help me correct it. Kind regards. Alexander Date Time Of Last Edit: 2021-11-04 00:49:23
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 Capture.PNG / V - Attached On 2021-11-03 16:39:53 UTC - Size: 83.96 KB - 158 views Capture 4.PNG / V - Attached On 2021-11-03 16:40:12 UTC - Size: 80.8 KB - 154 views Error Capture 2.PNG / V - Attached On 2021-11-03 16:42:21 UTC - Size: 111.26 KB - 148 views |
| [2021-11-03 16:58:54] |
| John - SC Support - Posts: 40626 |
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Your images do not give us enough information to understand what error you believe has occurred. Please explain to us exactly what the error is and how we are to see it in the images.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-11-04 00:51:05] |
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We need to know the origin of the orders you are describing. To determine this, refer to: Trade Activity Log Analysis: Determining the Origin of a New/Modified Order 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 |
| [2021-11-04 23:15:43] |
| User375400 - Posts: 2 |
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Hello thanks for your prompt reply. I will try to explain the error better so that you can understand me. In the first attached image called (Capture) you can see in the section Pos Qty @ Price: DPL of the DOM, a total of -58.75P against and that day 01/11/2021 I had a single entry with my real account number 142422. at 12:42 pm with a single contract and the system took me out without authorization with the loss of 1 point a total of $ 62.50. With commissions included, the error was that when the order entered the system immediately marked -58.75P against and closed the order two minutes later. It is impossible to have -58.75P against. The second attached image called (Capture 4) can be seen in the section Pos Qty @ Price: DPL of the DOM, a total of -39.75P against and that day 02/11/2021. It doesn't even operate as I had doubts if the Sierra Chart system was working fine. As you can see in the attached image, it is obvious that the system does not work well. Although they did not charge me that amount of tips to my account, I could not work that day in the market because of that error. The Third attached image called (Error Capture 2) can be seen in the section Pos Qty @ Price: DPL of the DOM, a total of -75.00P against and that day 03/11/2021 I had a single entry with my real account number 142422 At 10:00 am with a single contract and the system took me out without authorization with the loss of 2.75 point a total of $ 141.5. with commissions included, just like on 01/11/2021 when the order entered the system, it took me out without my authorization, leaving me with a loss which was collected from my account. In total, in the last 3 days I have had a total loss of $ 210.7 due to a Sierra Chart error, since the system cancels my order without my authorization. In addition to the loss of money, I have not been able to continue operating because the error continues to appear both in the simulator and in real life and despite closing-opening the program and updating the program, the error is not corrected. For this reason I also request that the refund of my money be evaluated by you because of the error. Additionally I attach an image of the origin of the orders. Thank you very much for the help. Kind regards. Alexander gutierrez |
| Origin of the orders.PNG / V - Attached On 2021-11-04 23:14:37 UTC - Size: 69.97 KB - 134 views |
| [2021-11-05 00:08:13] |
| John - SC Support - Posts: 40626 |
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You need to concentrate on one issue at a time. Let's start with the closing of the positions. According to the Trade Activity Log image that your provided, the orders on November 1 and November 3 were both closed due to the Stop attached order that you have. What are your settings for that Stop attached order? Do you believe that it closed out the position by mistake? ---------------- Next, with regards to the Daily Profit and Loss, you need to refer to the information at the following link: Help With Daily Profit/Loss Value There are lots of possible reasons for the Daily Profit/Loss to be displaying the information that it is. You need to go through that section and determine why it was showing what it was. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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