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Date/Time: Wed, 29 Mar 2023 07:35:13 +0000

Post From: Real Time

[2023-01-11 15:23:48]
John - SC Support - Posts: 23263
Everything on your account looks good at this time. We see that you have setup the Denali Exchange Data Feed for the CME exchange and you have connected to your live trading account in order to verify your non-professional status.

A few items that could be at fault and what to do:
- Our servers are showing that your Current Selected Service is SC Data - All Services. As such, it is possible that when you connected to CQG you changed your symbols, but you did not change them back afterwards. Therefore, open your chartbooks and select Edit >> Translate Symbols to Current Service. This will update the symbols in the charts to the symbols that are needed based on your setting for Current Selected Service.

- You are only setup for real-time data from the CME exchange, not the full CME Group. If you are trying to get data for a product that is not traded on the CME exchange (such as Gold, or Crude Oil) then you will not get the real-time data - you would instead get our streaming delayed data.


If the above do not solve your problem, then we would need to see your Message Log by following these instructions:

Follow the instructions here to clear the Message Log:
Message Log: Clearing the Message Log

Open a chart for the symbol you have an issue with. Tell us that symbol of the chart.

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)

We will then determine what the problem is.
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