Support Board
Date/Time: Fri, 24 Jul 2026 02:36:34 +0000
Charts stop updating and require Reconnect
View Count: 667
| [2026-06-08 19:38:58] |
| qkzguto - Posts: 31 |
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Hello, I am having a problem where my charts stop updating/freezing, and I have to manually click Reconnect for the bars to continue forming. I currently have many chartbooks and possibly many sub-instances open. I am not sure if this is causing the issue. Could you please tell me what I should check or change to fix this? Should I reduce the number of sub-instances, change any update settings, or send you any log files? Thank you. |
| [2026-06-08 20:14:14] |
| John - SC Support - Posts: 47320 |
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Are you using more than one computer for your Sierra Chart installations? If so, are you trying to access the CME Group data from multiple computers at the same time? If so, then this would be the issue, as you are only setup to get data to one computer at a time. Refer to the following: Denali Exchange Data Feed: Denali Exchange Data Feed on Two Computers Simultaneously For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-08 20:18:48] |
| qkzguto - Posts: 31 |
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Yes, I am using Sierra Chart on more than one computer. One computer is connected to one TV and two monitors. The other computer is a notebook connected to one TV. Could this be the reason why the charts are freezing and I have to click Reconnect? Also, is the additional cost to receive CME Group data on a second computer $6 per computer/month? Thank you. |
| [2026-06-08 20:29:29] |
| John - SC Support - Posts: 47320 |
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Since you are using two computers at the same time, and you are not setup to get the data to two computers simultaneously, you will get the real-time streaming data to one of the computers and then not get the data to the other. Whichever computer connected first, will be the one that gets the data. The cost to get the data to two different computers simultaneously is another set of exchange fees. So whatever you are currently paying for your exchanges fees, you will need to pay again when you activate the option for 2 computers. Then next month, your overall exchange fees will be doubled. In your case, your exchange fees are $6.00 per month, so you would have to pay an additional $6.00 when you set the option to "2 computers" and then on July 1, 2026, you will pay $12.00 for your exchange renewal. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-08 22:35:46] |
| qkzguto - Posts: 31 |
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I want to activate the option to receive CME Group real-time data on 2 computers simultaneously. Please confirm where I need to click to enable the “2 computers” option on my Sierra Chart account. Also, I have one more question: if I open multiple Sub-Instances on the same computer, can I use them normally with my current data feed, or does each Sub-Instance count as another computer? The reason I am not connecting everything to the same computer right now is because of the cable length. I would need to buy a longer cable to connect the other TV directly to the same computer. But if multiple Sub-Instances on the same computer are allowed with only one data feed payment, then I will buy a longer cable and use only one computer. Thank you. |
| [2026-06-09 13:43:19] |
| John - SC Support - Posts: 47320 |
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The option to select "2 Computers" is at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges Sub-Instances, started by selecting "File >> New Instance" do not count towards the limits of connections, as they connect to the main instance from which they were started to get the data, so they are not connecting directly to the data feed. Also, separate installations on a single computer count as a single computer. But, there is a limit of 3 separate installations on a single computer getting the real-time data at the same time. Refer to the following regarding this: Denali Exchange Data Feed: Denali Exchange Data Feed Connections on Same Computer Simultaneously For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-09 20:53:51] |
| qkzguto - Posts: 31 |
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Hello, When I use Invert Prices on a chart, the chart direction is inverted, but the candle colors also become confusing for me. Is there a way to keep the candle colors based on the actual trading direction? For example, when the inverted chart shows a move that would be a short setup, I want it to appear red, not green. Right now, after inverting the chart, I see green candles both when the market is visually going up and when it is inverted, and it makes it hard to identify shorts. Is there any setting in Sierra Chart to control candle colors separately when using Invert Prices? Thank you. |
| [2026-06-09 21:23:00] |
| John - SC Support - Posts: 47320 |
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You can change the Chart Specific colors for your bars so that they will be the colors you want. Refer to the following: Graphics Settings: Using Different Color and Graphics Settings for Specific Charts Graphics Settings: Bar High-Low Down Graphics Settings: Candlestick Up Outline For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-09 22:24:29] |
| qkzguto - Posts: 31 |
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Hello, I need help understanding the chart time display in Sierra Chart. My 120-minute chart appears to be forming the candles correctly and it seems to match TradingView visually. So I do not want to change the candle formation. The problem is that the time shown on the chart/crosshair in Sierra Chart seems different from TradingView. In TradingView, the 2-hour candles are aligned with odd hours, but in Sierra Chart when I move the mouse over the candle, it shows even-hour times. This confuses me because I cannot know exactly when the candle is supposed to close. My current Intraday Chart Session Times are: Session Start Time: 08:00 Session End Time: 16:00 Use Evening Session: Yes Evening Start Time: 16:00 Evening End Time: 08:00 I want the Sierra Chart time display to match TradingView, showing the same candle times/closing times, without changing the actual candle structure if possible. Should I change only the chart Time Zone setting, or is there another setting that controls how the time is displayed on the chart/crosshair? Thank you. Date Time Of Last Edit: 2026-06-09 22:24:54
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| [2026-06-10 13:57:16] |
| John - SC Support - Posts: 47320 |
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We can not speak to Trading View, so we can not tell you how to "align" your candles. What you nee to understand is that the starting time for a candle is the "Start Time" set in your Session Times. Since your Evening Session Start Time is set to 16:00, your first candle in your chart is going to start at 16:00. Then, for a 2 hour (120 minute) Bar Period, you will have candles every two hours starting at 16:00 until the Day Session times start. Then at the start of the Day Session, you will get a bar that starts at 08:00 and then every two hours after that. In this case, the Day and Evening Session times happen to line up, so you will get bars at 2 hour intervals on the even hours. You should set the Time Zone for your charts to be the actual time zone you want to view them in. Then you should adjust your Session Times to give you the bars when you want them relative to that Time Zone. Refer to the following: Chart Session Times Time Zone Setting For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-10 14:07:17] |
| qkzguto - Posts: 31 |
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Hello, I did some research here and I was able to fix everything. What I mainly wanted was to set up timers/alerts so I can be notified when the candles close. Now that I have the timers working, everything is fine, because I can see when each candle has closed, even if the time shown at the bottom of the chart is not perfectly aligned. Thank you very much for your help. |
| [2026-06-10 18:43:56] |
| qkzguto - Posts: 31 |
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Hello, I would like my inverted charts to use red candles, while my normal charts use white candles. I tried changing the colors through Chart >> Graphics Settings >> Graphics Settings for Chart Colors, but the colors do not seem to change on the chart. The only colors I can change successfully are through Global Settings, which affects all charts. Is there a way to set different candlestick colors for specific charts only, so that my inverted charts are red and my normal charts remain white? |
| [2026-06-10 20:35:40] |
| John - SC Support - Posts: 47320 |
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Refer to the following: Graphics Settings: Using Different Color and Graphics Settings for Specific Charts For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-11 20:13:33] |
| qkzguto - Posts: 31 |
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Hi My charts are frozen even reconnecting |
Private File |
| [2026-06-11 20:29:04] |
| John - SC Support - Posts: 47320 |
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The image you provided does not give us enough information for us to be able to determine anything. To get us an image when you have multiple charts to show within the main Sierra Chart application, select "Edit >> Screen Images >> Save Main Window to File" and then get us that saved file - the Message Log will come up and tell you where the file was saved and the name of the file. Refer to the following: Sierra Chart Image Upload Service: Available Commands As to the issue you are having, please get us your Message Log by following these instructions: Follow the instructions here to clear the Message Log:
Message Log: Clearing the Message Log Close all of the Chartbooks with "File >> Close All Chartbooks". Open a single chart for the symbol you have an issue with through "File >> Find Symbol". Tell us that symbol of the chart. Tell us about *one* symbol only. 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) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-11 20:42:56] |
| qkzguto - Posts: 31 |
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Hello, I followed the instructions, opened a single MESM26-CME chart, cleared the Message Log, disconnected and reconnected the data feed, and sent the Message Log through the Send For Analysis function. Please let me know if you need any additional information. I SENT THE LOG ALSO IN SEND FOR ANALYSIS Thank you. |
 31CDC361-37F6-4260-B57E-5C1EF2004F7B.png / V - Attached On 2026-06-11 20:42:30 UTC - Size: 3.59 MB - 39 views |
| [2026-06-11 21:10:16] |
| John - SC Support - Posts: 47320 |
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There is nothing in the log that shows anything wrong. We need another image of a chart that is not updating. We need for you to follow these instructions to get us an image. It is very important that you follow these instructions so we can see the entire chart and at a high enough resolution for us to be able to see the various items we need to view. Support Board Posting Information: Attaching or Posting a Screenshot/Image (Optional) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-11 21:14:08] |
| qkzguto - Posts: 31 |
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There is
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Private File |
| [2026-06-11 21:24:48] |
| John - SC Support - Posts: 47320 |
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We need an image by following these instructions: Support Board Posting Information: Attaching or Posting a Screenshot/Image (Optional) Do not take a photo. We need the above instructions followed in order to get a proper image. 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: 2026-06-11 21:25:07
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| [2026-06-11 21:42:33] |
| qkzguto - Posts: 31 |
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you need a screenshot of my screen is that?
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| sierra.png / V - Attached On 2026-06-11 21:42:10 UTC - Size: 95.55 KB - 48 views |
| [2026-06-11 21:56:20] |
| John - SC Support - Posts: 47320 |
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Please do the following: - Select "File >> Close All Chartbooks" to close all chartbooks that you have open. Save or not, that is not important to us. - Select "File >> Find Symbol". - In the "Selected Symbol" field on the Find Symbol window, enter the following: MESM26-CME - Select the button for "Open Intraday Chart". - Select "CLOSE" to close the "Find Symbol" window. A new chart will open. If that chart is also blank, then save that chartbook and get it to us by following these instructions: Support Board Posting Information: Attaching a File (Optional) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-06-11 22:17:49] |
| qkzguto - Posts: 31 |
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Its working thank you 💪🏻🙏
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