Support Board
Date/Time: Wed, 30 Apr 2025 13:54:46 +0000
Not Responding
View Count: 199
| [2025-03-23 22:52:43] |
| User303857 - Posts: 132 |
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Hello Support: Everyday, all day, every time Sierra Chart Locks Up and Not Responding. Usually if I duplicate a chart , today , clicked on an alert message to go to the chart. At this point I always have the task manager open to kill off Sierra. The task manager should probably be on the control bar. Yesterday it locked up about 25 times. Running the current version. Kill it off with task manager and the restart sierra .... Waiting now 5 minutes for it to resolve and still not responding..... time for the task manager again !!! Please advise how to resolve this. Thanks Date Time Of Last Edit: 2025-03-23 23:00:16
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| [2025-03-23 22:59:02] |
| User303857 - Posts: 132 |
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Still locked up
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| [2025-03-24 05:24:55] |
| Sierra_Chart Engineering - Posts: 19383 |
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The first step with this problem is to start Sierra Chart in Safe Mode: Sierra Chart - Software Login Instructions: Using Safe Mode If the issue is still occurring, then do not use any of your existing Chartbooks. We need you to restart Sierra Chart and do not open any existing Chartbooks. Start by opening a single new chart, not an existing Chartbook, and see if you observe the same problem. It is necessary to go through a process of elimination. 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: 2025-03-24 05:25:31
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| [2025-04-08 18:48:43] |
| LongShortz - Posts: 15 |
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I'm having the same problem. Everytime I make the slightest change like going from 5 to 15 mins, or expanding TPO's, the platform locks up for several minutes.
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| [2025-04-08 18:55:27] |
| John - SC Support - Posts: 39559 |
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The system is going to have to calculate the new bars. If you are seeing the message on the screen for "Loading" and the bar is updating, then this is the system calculating the new bars. If this takes a long time on your system then this is a computer system limitation and we would recommend updating to a better computer. This can also be caused by a long time to calculate the studies in your chart. Again, this would imply the need for better computer hardware. Refer to the items in step #3 above for ways to start troubleshooting this. And finally, refer to the following for everything that can be done to help with performance: High CPU Usage | Inactive User Interface | Poor Performance | Long Time to Load Chart Data | Charts Reloading Often For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-04-08 19:12:05] |
| LongShortz - Posts: 15 |
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It takes several minutes. I'm on a gaming system with 8 cores, 32G RAM and lots of disk. There's no way it's just calculating bars for that long. And expanding TPO's on 5 profiles definitely shouldn't take that long. I've been testing Sierra against 3 other platforms.... ATAS, Motivewave, and Quantower and I've never seen issues like this. Sierra is by far the best platform for it's customizability... no doubt in my mind. And this symptom wasn't always present. Is there a log I can upload for analysis or something? Just need this ironed out. Don't want to switch to something else.
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| [2025-04-08 19:19:27] |
| John - SC Support - Posts: 39559 |
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Are you seeing the "Loading" bar during that entire time? You can get us your Message Log after you have this occur by following these instructions: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) Let us know the time in your "Global Time Zone" at which the issue occurred. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-04-08 19:20:11] |
| LongShortz - Posts: 15 |
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Also, I do not see the loading message. The crosshair on the screen freezes and if I click on the window once or twice the whole thing goes grey and the little blue circle shows up like when an application stops responding.
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| [2025-04-08 19:39:01] |
| John - SC Support - Posts: 39559 |
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When this occurs and as soon as the system is responsive again, select "Chart >> Chart Settings >> Performance" and tell us what the 4 items under the "Performance" sub-section at the top are showing. Also get us the Message Log by following these instructions and tell us the time of the incident in your Global Time Zone: 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 |
| [2025-04-08 19:55:04] |
| User303857 - Posts: 132 |
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I usually run into this problem when I duplicate a chart to either the existing chart book or directly to a new chart book. Today, I tried opening the chart from another instance and then renaming the chart book and the chart names. I then re-saved it back into the original instance where I wanted it. I also closed all other chart books and then opened the new one that locked up and was not responding. I am no computer scientist, but it seems like there is a conflict between all of the studies being duplicated/copied to the newly duplicated chart or chart book. Seems to be working smoothly at the moment... I have one chart with 50 studies on it, a combination of studies , lines, & studies based on studies and lines based on studies... But no tariffs at this time!! |
| [2025-04-08 20:21:03] |
| LongShortz - Posts: 15 |
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14, 3, 3, 12 are the 3 values under 'Performance'. I uploaded the log through the 'send for analysis' button.
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| [2025-04-09 13:36:28] |
| John - SC Support - Posts: 39559 |
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Those times are all reasonable and do not point to any particular issue with the drawings or the study calculations. And your log does not show anything in particular in terms of a specific issue. We do see one item in your log that could be related to this. There are references to older contracts (i.e. ESZ4.CME). Even though you are getting the data from us, the information on the symbol goes to Rithmic, and Rithmic has issues with previous contracts. We recommend removing any references to older contracts. This is similar to symbols that Rithmic does not deal with at all. Refer to the following for how to look for these and remove those symbols: Rithmic Trading Platform Service: Frequent Reconnections 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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