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[2016-05-11 18:58:23] #1 [Go To First Post]
User67970 - Posts: 10
When I open my Sierra Charts, my futures charts open and work fine, but my S & P charts have an orange box that opens in the chart and says, "Symbol is unknown. Click for symbol information." There is also a red box below that, that says, "Download Failed." My Symbol on the charts is $SPX with CBOE Indices. Any help would be greatly appreciated. Date Time Of Last Edit: 2016-05-11 19:29:43

[2016-05-11 19:29:23] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Your account needed the CBOE Indices exchange. This has now been activated on your account. We also set the service level 20 Symbols Indices Only which reduces the monthly cost to 15 USD per month plus the exchange fees. Restart Sierra Chart. Let us know if you now are receiving the current data for that Symbol. 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2016-05-11 20:44:45] #3 [Go To First Post]
User67970 - Posts: 10
Everything appears to be working. Thanks so much!!! Lisa Date Time Of Last Edit: 2016-05-11 23:39:34

[2016-05-27 14:41:33] #4 [Go To First Post]
User67970 - Posts: 10
When I open my Sierra Charts, my connection status is a yellow box that alternates between connecting and waiting to reconnect. I don't get the connected status with the green box. Any help would be greatly appreciated. Thanks, Lisa Dalgaard

[2016-05-27 14:56:24] #5 [Go To First Post]
User67970 - Posts: 10
I now have connected status and my S & P futures charts are working correctly, but have the same previous issue that my S & P connection is not working.

[2016-05-27 19:05:46] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Regarding the S&P cash index, provide a copy of the Message Log. Provide a copy of the Message Log by following these instructions: http://www.sierrachart.com/index.php?l=PostingInformation.php#MessageLog 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2016-06-03 18:29:51] #7 [Go To First Post]
User67970 - Posts: 10
Software version: 1307 \| 2016-06-03 13:13:05 Uses Old Spreadsheets \| 2016-06-03 13:13:05 Usage end date: 2016-09-23 \| 2016-06-03 13:13:05 Enabled for: Advanced Features. \| 2016-06-03 13:13:05 Enabled for: Sierra Chart Historical Data Service. \| 2016-06-03 13:13:05 Enabled for: Sierra Chart Real-Time Exchange Data Feed. \| 2016-06-03 13:13:05 Enabled for: CBOE INDEXES exchange. \| 2016-06-03 13:13:05 Received 1 data feed usernames. \| 2016-06-03 13:13:05 Allow Support for Sierra Chart Data Feeds is enabled. \| 2016-06-03 13:13:05 Current selected Data/Trading service: Rithmic Trading \| 2016-06-03 13:13:05 Chart Update Interval: 500 \| 2016-06-03 13:13:05 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2016-06-03 13:13:05 2016-06-03 13:13:05 Local computer time \| 2016-06-03 13:13:05 2016-06-03 18:13:05 Local computer time in UTC \| 2016-06-03 13:13:05 2016-06-03 13:13:05 Local computer time in SC Time Zone \| 2016-06-03 13:13:05 2016-06-03 18:13:05 Server time in UTC \| 2016-06-03 13:13:05 Local computer UTC time and Server UTC time difference: 0 seconds. \| 2016-06-03 13:13:05 Program path: C:\Users\Mark\Desktop\SierraChart\ \| 2016-06-03 13:13:05 Data Files path: C:\Users\Mark\Desktop\SierraChart\Data\ \| 2016-06-03 13:13:05 OS Version Number: 6.2 \| 2016-06-03 13:13:05 Locale Information: C \| 2016-06-03 13:13:05 Checking for new symbol settings for rim \| 2016-06-03 13:13:05 Requesting symbol settings for rim. Overwrite = on. \| 2016-06-03 13:13:06 Symbol settings received. \| 2016-06-03 13:13:06 Processed received symbol settings \| 2016-06-03 13:13:06 SC Exchange Data \| Connecting to the server scdf2.sierracharts.com. Port 443 \| 2016-06-03 13:29:12 Socket (0) \| Resolved address ds7.sierracharts.com to IP 8.18.161.133 \| 2016-06-03 13:29:12 Socket (482) \| Connected. \| 2016-06-03 13:29:12 SC Exchange Data \| Connected to server. \| 2016-06-03 13:29:12 SC Exchange Data \| Sending logon request message. \| 2016-06-03 13:29:12 SC Exchange Data \| Server Name: SC Real-Time Server. \| 2016-06-03 13:29:12 SC Exchange Data \| Server protocol version: 7. Client protocol version: 7 \| 2016-06-03 13:29:12 SC Exchange Data \| Logon error from server : Not authorized. \| 2016-06-03 13:29:12 Socket (482) \| Shutdown and closed. \| 2016-06-03 13:29:12 SC Exchange Data \| Disconnected from the server. \| 2016-06-03 13:29:12 SC Exchange Data \| Data feed disconnected. Will reconnect. \| 2016-06-03 13:29:12 Using username 0 \| 2016-06-03 13:29:14 SC Exchange Data \| Connecting to the server scdf1.sierracharts.com. Port 443 \| 2016-06-03 13:29:14 Socket (0) \| Resolved address ds6.sierracharts.com to IP 8.18.161.131 \| 2016-06-03 13:29:14 Socket (483) \| Connected. \| 2016-06-03 13:29:14 SC Exchange Data \| Connected to server. \| 2016-06-03 13:29:14 SC Exchange Data \| Sending logon request message. \| 2016-06-03 13:29:14 SC Exchange Data \| Server Name: SC Real-Time Server. \| 2016-06-03 13:29:14 SC Exchange Data \| Server protocol version: 7. Client protocol version: 7 \| 2016-06-03 13:29:14 SC Exchange Data \| Logon error from server : Not authorized. \| 2016-06-03 13:29:14 Socket (483) \| Shutdown and closed. \| 2016-06-03 13:29:14 SC Exchange Data \| Disconnected from the server. \| 2016-06-03 13:29:14 SC Exchange Data \| Data feed disconnected. Will reconnect. \| 2016-06-03 13:29:14 Using username 0 \| 2016-06-03 13:29:16 SC Exchange Data \| Connecting to the server scdf2.sierracharts.com. Port 443 \| 2016-06-03 13:29:16 Socket (0) \| Resolved address ds7.sierracharts.com to IP 8.18.161.133 \| 2016-06-03 13:29:16 Socket (484) \| Connected. \| 2016-06-03 13:29:16 SC Exchange Data \| Connected to server. \| 2016-06-03 13:29:16 SC Exchange Data \| Sending logon request message. \| 2016-06-03 13:29:16 SC Exchange Data \| Server Name: SC Real-Time Server. \| 2016-06-03 13:29:16 SC Exchange Data \| Server protocol version: 7. Client protocol version: 7 \| 2016-06-03 13:29:17 SC Exchange Data \| Logon error from server : Not authorized. \| 2016-06-03 13:29:17 Socket (484) \| Shutdown and closed. \| 2016-06-03 13:29:17 SC Exchange Data \| Disconnected from the server. \| 2016-06-03 13:29:17 SC Exchange Data \| Data feed disconnected. Will reconnect. \| 2016-06-03 13:29:17 Using username 0 \| 2016-06-03 13:29:19 SC Exchange Data \| Connecting to the server scdf1.sierracharts.com. Port 443 \| 2016-06-03 13:29:19 Socket (0) \| Resolved address ds6.sierracharts.com to IP 8.18.161.131 \| 2016-06-03 13:29:19 Socket (485) \| Connected. \| 2016-06-03 13:29:19 SC Exchange Data \| Connected to server. \| 2016-06-03 13:29:19 SC Exchange Data \| Sending logon request message. \| 2016-06-03 13:29:19 SC Exchange Data \| Server Name: SC Real-Time Server. \| 2016-06-03 13:29:19 SC Exchange Data \| Server protocol version: 7. Client protocol version: 7 \| 2016-06-03 13:29:19 SC Exchange Data \| Logon error from server : Not authorized. \| 2016-06-03 13:29:19 Socket (485) \| Shutdown and closed. \| 2016-06-03 13:29:19 SC Exchange Data \| Disconnected from the server. \| 2016-06-03 13:29:19 SC Exchange Data \| Data feed disconnected. Will reconnect. \| 2016-06-03 13:29:19 Date Time Of Last Edit: 2016-06-03 18:52:32

[2016-06-03 18:53:49] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We are checking on this now: SC Exchange Data \| Logon error from server : Not authorized. \| 2016-06-03 13:29:19 However, we see you are running an older version of Sierra Chart 1307. Unless you are using the Old Spreadsheets functionality, update as soon as possible with Help >> Download Current Version (New Spreadsheets) 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2016-06-03 19:49:28] #9 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We have determined the reason for the problem. It was a problem with the most recent server update. It will be fixed after the close today. We do apologize for 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2016-06-03 20:30:30] #10 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
At this time the problem is solved. Go to the S&P Index chart and select Edit >> Delete All Data and Download to make sure there is no missing data. 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

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