Support Board
Date/Time: Tue, 10 Mar 2026 02:55:19 +0000
Cannot connect via mobile platform
View Count: 277
| [2026-01-23 15:59:02] |
| jj554 - Posts: 26 |
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This is the second time I had this problem. I can log into my SC account using a mobile browser but connecting to the exchange and data via the mobile platform. I've gotten different error messages with different mobile browsers. One was simply 'not authorized' but the user and password were the same I used to log into the desktop platform and the SC website account. The second was "CLOSE_ABNORMAL, 1006: Application expecting a status code to indicate that the connection was closed abnormally, e.g. without sending a Close control frame. The third was with a different browser: TLS handshake fail, 1015: The connection was closed due to a failure to perform a TLS handshake (e.g., the server certificate can't be verified) |
| [2026-01-25 02:08:02] |
| Sierra_Chart Engineering - Posts: 23184 |
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Do you consistently get this: One was simply 'not authorized' but the user and password were the same I used to log into the desktop platform and the SC website account. What browser did you use: The third was with a different browser: TLS handshake fail, 1015: The connection was closed due to a failure to perform a TLS handshake (e.g., the server certificate can't be verified)
Try using chrome. 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 |
| [2026-01-26 06:50:56] |
| jj554 - Posts: 26 |
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I tried it with Chrome, Firefox, and Brave. This happened previously and it occurred the evening after a US holiday where most markets were still closed. That was the case with this recent connection problem too however this time it didn't resolve at the next US morning open. I'm not sure that it's related to the problem but that's the only thing that I can identify as a potential cause.
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| [2026-01-26 07:11:43] |
| Sierra_Chart Engineering - Posts: 23184 |
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We will have someone follow-up regarding this.
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 |
| [2026-01-29 15:18:24] |
| frozentundra - Posts: 101 |
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Hello @jj554 - I have reached out to you via Sierra Chart Chat regarding this issue. If you have availability, I'd like to have you test the new version and provide feedback.
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| [2026-01-29 19:35:16] |
| frozentundra - Posts: 101 |
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Revision `2026-01-29b` has been released. Please perform a full reset by scrolling down to Settings and click the Reset button that says "Reset Settings (Clear Local Cache)" on the Web Trading Panel. https://apps.sierrachart.com/tradepanel/ Do you see your positions? |
| [2026-01-30 16:52:25] |
| jj554 - Posts: 26 |
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I was able to log in and I want to mention that I just noticed the 'web trading panel toggle button' on the account control panel. I was able to recreate my connection problems when I disable that web panel so I'm not sure if it was accidentally disabled or if your update fixed my problem. I've been using the web panel for a couple of years and never noticed that enable/disable toggle button but from now on that is the first thing I'll check when I have connection issues. Thanks for the help.
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| [2026-01-30 19:32:59] |
| Sierra_Chart Engineering - Posts: 23184 |
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Yes this is new: when I disable that web panel so I'm not sure if it was accidentally disabled
And it could have been the cause of the problem. But we are not sure. There may have also been some kind of browser issue with encryption certificates where the browser was not accepting the encryption security certificate.
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: 2026-01-30 19:33:23
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