Support Board
Date/Time: Sun, 26 Oct 2025 04:17:12 +0000
Critical Connection Failure in Pre-Market (Oct 8, 2025) - Resulted in Significant Loss
View Count: 777
| [2025-10-08 13:45:26] |
| bjs1996 - Posts: 3 |
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Hello Sierra Chart Support & Community, I am writing to seek urgent help regarding a critical connection failure I experienced this morning that resulted in a substantial financial loss. Issue: This morning, October 8, 2025, during the pre-market trading session, Sierra Chart failed to connect. I was already in an active trade, and because the platform was not connecting, I was completely locked out from managing my position. This inability to act led directly to a major loss. Details: Date & Time: Wednesday, October 8, 2025, during pre-market hours. Symptoms: The platform was stuck and would not establish a data or trading connection. Troubleshooting: My internet connection was stable and confirmed to be working with other applications. I attempted to restart Sierra Chart multiple times without success. My main goal is to understand why this happened and, more importantly, what steps I can take to ensure this never happens again. Platform reliability is absolutely critical. Could you please provide guidance on: Potential causes for a connection failure like this? Best practices or settings within Sierra Chart for maintaining the most robust connection possible? Are there specific logs I can check to help diagnose the root cause? Any advice from the support team or experienced users would be greatly appreciated. I need to be confident that I can rely on my platform during critical trading times. Thank you. |
| [2025-10-08 13:56:23] |
| Rui S - Posts: 205 |
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I've experienced two total disconnections on CME Futures today too, one right at the open (9:30 EST) that lasted for two minutes and another one a few minutes later with shorter duration. This is not normal, Denali data feed has been very reliable for a long time now. |
| [2025-10-08 14:12:33] |
| Sawtooth - Posts: 4278 |
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I saw the same disconnections.
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| [2025-10-08 14:20:04] |
| cesium932841 - Posts: 169 |
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Occurred here too, and 2 others somewhere around 10am
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| [2025-10-08 15:43:55] |
| John - SC Support - Posts: 42557 |
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Can we please get the Message Log from a few of you that had this occur so we can see what the log shows. We would need to see the entire log from when this occurred, by following these instructions: 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 |
| [2025-10-08 15:45:49] |
| Sierra_Chart Engineering - Posts: 21210 |
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In the case of the first post, you are using CQG. So you could not connect to CQG from you said.
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 |
| [2025-10-08 15:57:53] |
| bjs1996 - Posts: 3 |
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I have attached the message log as requested. Please take a look thanks!
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Private File Private File |
| [2025-10-08 16:24:27] |
| User725043 - Posts: 43 |
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Hi, Happened after US CME open. Logged out/in. Happened 1 more time and then stable since. Please find attached the message log. |
Private File |
| [2025-10-08 17:41:08] |
| User509533 - Posts: 82 |
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FYI: Around 9:05 AM EST today, I was unable to exit my MCL trade. I was finally able to exit around 9:08 AM EST. Unfortunately, I don’t have a log file to share.
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| [2025-10-08 18:40:52] |
| andreasPdx - Posts: 1 |
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Hi, same happened to me on ES at US CME RTH open. Unfortunetaly I don't have the message log anymore. Forgot to enable store to disk and had to restart the app. What happened: - Chart just froze - tried reconnecting, after some time it connected - tick chart was wrong - refreshing data didn't fix the wrong tick data - restart app - still wrong tick data - after a couple of minutes refreshing data fixed the tick data and all was good Date Time Of Last Edit: 2025-10-08 18:45:20
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| [2025-10-08 18:55:17] |
| GAArtAi - Posts: 9 |
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Hi Team Sierra Chart! I hope all is well on your end. Please I also experience the same issue (on NQ/MNQ)for the time this Morning at the Market open. Fortunately I was not in a trade when it happened. I have submitted the Message Log via Sierra Chart platform directly. |
| [2025-10-09 08:51:42] |
| User185210 - Posts: 67 |
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I had also the same disconnections.
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| [2025-10-09 10:17:57] |
| Rui S - Posts: 205 |
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Just FYI, these same issues happened also with Rhythmic and Interactive Brokers at the same exact times. Nevertheless, it would be nice to know what caused it and if it is resolved. |
| [2025-10-09 12:40:56] |
| Sierra_Chart Engineering - Posts: 21210 |
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We are going through logs, and what we can determine, is that Zayo ( Internet carrier), had an interruption, at these times. We just need more time to look over logs, and then we will come back and confirm this, and what we are doing to best handle this condition. If this is true, we can handle this condition better and we will provide more details. We do have a backup carrier, Lumen. Zayo and Lumen are our only two carriers we have in Aurora. 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: 2025-10-09 12:42:35
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| [2025-10-09 12:59:47] |
| Rui S - Posts: 205 |
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We are going through logs, and what we can determine, is that Zayo ( Internet carrier), had an interruption, at these times.
Allow me to add that it was Lumen that failed for me. I'm located in Portugal and I always use Lumen, which has been by far the best in terms of latency and stability for my location. Date Time Of Last Edit: 2025-10-09 13:00:10
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| [2025-10-09 13:08:34] |
| Sierra_Chart Engineering - Posts: 21210 |
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How do you know you were using Lumen? When comes to Teton order routing connections, that is not even controllable. Market data is different and the carrier being used on our side can be controlled to some extent. 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: 2025-10-09 13:09:39
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| [2025-10-09 13:22:12] |
| Rui S - Posts: 205 |
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How do you know you were using Lumen? When comes to Teton order routing connections, that is not even controllable.
You are correct, I can't control Teton but I was talking about Denali. As I always keep tracking regarding the latency of the servers, I always manually select Denali data through Lumen servers because, as I wrote above, Lumen servers are much better for my location. Date Time Of Last Edit: 2025-10-09 13:22:26
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001.jpg| [2025-10-21 17:08:01] |
| User509533 - Posts: 82 |
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FYI: at 11:52 am EST on 10/21/25: I just noticed some extra delay after trying to flatten an MNQ trade. Could it be that the market moved so fast that my stop order wasn’t executed due to CME price banding?
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| [2025-10-21 19:21:21] |
| John - SC Support - Posts: 42557 |
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If the Stop order was not specifically a Client side order, then it would be on the exchange itself, in which case the only way to find out what may have occurred would be to check with the exchange themselves. You can find the Exchange Order ID on the Trade Activity Log.
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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