Support Board
Date/Time: Thu, 03 Jul 2025 01:15:53 +0000
Sierra v 2768 r 53466M
View Count: 131
| [2025-07-01 14:11:13] |
| User891080 - Posts: 9 |
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Hello, I am running Sierra version 2768 revision 53466M and it is crashing shortly after start up. I have attempted to start up in safe mode and it continues to crash so it does not appear to be the result of an advanced custom study. Please advise on what I should do to resolve this issue. Thank you.
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| [2025-07-01 14:18:03] |
| Sierra_Chart Engineering - Posts: 20061 |
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First thing we want you to do is to enable Safe Mode and let us know if it still happens: Sierra Chart - Software Login Instructions: Using 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-07-01 15:59:42] |
| User891080 - Posts: 9 |
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Hello, it continues to crash in start up mode. I removed the open files on start up and that helped initially, however the issue persists with other actions, such as clicking tool values in an active chart.
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| [2025-07-01 16:11:09] |
| User891080 - Posts: 9 |
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I just tried a completely different chartbook and it is also causing Sierra to crash.
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| [2025-07-01 16:42:39] |
| John - SC Support - Posts: 40722 |
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Please do the following for us: - Start Sierra Chart and turn off the option to open chartbooks automatically. There is an option for this on the Login page that initially comes up. When you see that window, select "Cancel" to stop any automatic login that will occur. Then deselect the option for "Open Files on Startup". Then select the "Login" button to continue the login. - Open a new chart for any symbol that you typically use. - Perform a few of the things you have been doing that would typically cause Sierra Chart to crash. Let us know if it crashes or not when you do this. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-07-01 16:44:43] |
| User891080 - Posts: 9 |
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That was part of my troubleshooting. Yes, it continues to crash.
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| [2025-07-01 16:47:02] |
| User891080 - Posts: 9 |
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For good measure I followed your steps to perform the same action to verify and it is still crashing.
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| [2025-07-01 17:28:49] |
| John - SC Support - Posts: 40722 |
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At what point does it crash? What exactly did you do with the instructions we gave where it crashed?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-07-01 17:57:19] |
| User891080 - Posts: 9 |
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I opened the application, opened a chart, clicked chart values/cross hair, clicked on the chart and it crashes.
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| [2025-07-01 18:52:27] |
| John - SC Support - Posts: 40722 |
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Please do the following for us: - Open Sierra Chart without opening any chartbooks (deselect the option to automatically open chartbooks on the Login window). - Once open, select "Global Settings >> General Settings >> Log" and set the option for "Save Message Log to File" to "Yes". - Select OK to close that window. - Exit from Sierra Chart. - Start Sierra Chart again, note the time on the clock on your computer. - Open a chart and select "Chart Values/Crosshair" and then click on the chart to make the program crash. - Open a Windows File Explorer window to access the file system and navigate to your Sierra Chart installation folder (typically C:\SierraChart) and then go into the "Logs" folder. Find the most recent Message Log file in that folder (it will have the date and time from when you opened Sierra Chart, hence the reason we wanted you to note the time). - Attach that log to this thread by following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-07-01 19:04:36] |
| User891080 - Posts: 9 |
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File attached
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Private File Attachment Deleted. |
| [2025-07-02 11:34:32] |
| User891080 - Posts: 9 |
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Hello, checking for status.
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| [2025-07-02 13:41:28] |
| User891080 - Posts: 9 |
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Re-attaching error log file.
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Private File |
| [2025-07-02 13:45:23] |
| Sierra_Chart Engineering - Posts: 20061 |
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Disable OpenGL: Graphics Settings: Use OpenGL for Chart Graphics (Global Settings >> Graphics Settings >> Other) Restart Sierra Chart. Let us know if you still 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
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