Support Board
Date/Time: Sat, 10 May 2025 21:10:55 +0000
SierraChart crashing / unresponsive
View Count: 1972
| [2016-05-12 21:26:26] |
| User37537 - Posts: 78 |
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Hi support, For a few weeks now I have been having issues with SierraChart locking up after being open for more than a day or so. I typically use it in the morning and after coming back from work later in the day will find that it hung. The log fills up with unhandled exceptions, and all of my chart windows become unresponsive. The main SierraChart window still seems to work more or less, so I'm able to save my chartbook and exit gracefully. I do have lots of charts open, however system resources are definitely not the issue as this machine has 32GB of RAM and I don't think I have ever seen SierraChart take up more than 1. I didn't get a dump but I can create one next time if it would be helpful. Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:45 *
(this repeats several hundred times in the log)Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:45 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:46 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:49 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:50 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:53 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:55 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:55 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:14:56 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:00 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:00 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:02 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:04 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:04 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:15:06 * Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2016-05-12 17:21:03 * Please advise? |
| [2016-05-12 22:23:34] |
| User37537 - Posts: 78 |
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I just saw this post which seems to refer to a similar error: Unhandled exception I'll upgrade to version 1397 (I was on 1395) and post again here if I continue to have the same issue. |
| [2016-05-12 22:25:06] |
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For the record this is happening when a chart is drawn, a paint message. I do have lots of charts open, however system resources are definitely not the issue as this machine has 32GB of RAM and I don't think I have ever seen SierraChart take up more than 1.
There could still be an operating system-level problem relating to have too many chart windows open.Refer to help topic 17: Https://www.sierrachart.com/index.php?l=helpdetails17.html Consider using additional instances of Sierra Chart: https://www.sierrachart.com/index.php?page=doc/doc_DTCServer.php#UsingDTCServerForDataAndTradingInAnotherSCInstance Also update Sierra Chart to the current version. If you still have a problem, then we can test your Chartbook. Although we are not a currently aware of any problem that would cause 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 Date Time Of Last Edit: 2016-05-12 22:25:48
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| [2016-05-17 21:49:02] |
| User37537 - Posts: 78 |
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Hi support, I am still having the issue. It takes about 1 or 2 days of sierrachart being open before it hangs. I have updated to a newer version and still have the issue. I have also started in ACS safe mode, and I tried to reduce the required memory usage of sierra by removing unused charts from my chartbook, reducing the number of loaded days, and removing old drawings, to try and get some clue as to whether or not it might be the OS hitting some resource limits like open handles or something. There was no reduction in the approximate amount of time before sierrachart became unresponsive which leads me to believe (subjectively) that this is probably not a Windows / performance related problem. One thing I didn't mention (in case it has any bearing) is that with my current setup I do have two instances of sierrachart running. One has my chartbook and connects to my broker, the other one connects to the sierra data feed which is used by some of the charts in my chartbook. I took a memory dump of the process during the latest hang. I would be happy to send it to you. Also if there is anything else I can do to help troubleshoot please let me know. If you want to send me a checked build or some debug symbols I can attach a debugger to the process and perhaps get more info next time it happens. The version currently running is 1411. |
| [2016-05-17 22:04:16] |
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Use version 1415 and let us know if you still see the problem: http://www.sierrachart.com/index.php?page=doc/download.php#FastUpdate The only other thing we can do is get your Chartbook and run it for a while and see what happens. 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 |
| [2016-05-20 04:11:34] |
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So to confirm the problem described in post #1 was occurring on 1395?
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 |
| [2016-05-20 07:24:01] |
| User37537 - Posts: 78 |
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Yes that's correct, it has been happening a while during which time I have upgraded a few times, and one of the versions was 1395. I am upgrading right now to 1415, I didn't get a chance to do it before unfortunately. If the problem happens again I will get another process dump and report back. I'll be happy to share my chartbook and study collections too. Do you want me to upload the previous dump somewhere? It's approx. 800 megs. Also the broker I am connected to in the main sierra chart instance is Interactive Brokers, if that helps. Date Time Of Last Edit: 2016-05-20 07:31:48
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| [2016-05-20 07:33:35] |
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The process dump is completely meaningless to us. Are you able to try another computer? Provide us the Chartbook that this is happening with. Just one of them. Here are instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile 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 |
| [2016-05-20 07:52:41] |
| User37537 - Posts: 78 |
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Thanks for following up. I've uploaded my chartbook. The only other computer I could run this on for testing purposes would be a laptop. I can definitely do that if it will help however I can't trade from the laptop so that would need to be going at the same time as I am connected on this box. Will there be any problems signing in to that many instances of sierra chart (4 instances, including 2 connections to the sierra data feed)?
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Private File |
| [2016-05-20 07:58:33] |
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Do the testing on the laptop. No problem with the number of connections. If you have a problem just let us know. 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 |
| [2016-05-20 22:40:54] |
| User37537 - Posts: 78 |
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Well it didn't take as long this time, it started throwing exceptions and becoming unresponsive at 18:34 this afternoon. I started the program at 04:22 this morning. This is on my trading computer. I've sent the message log (I think?). The laptop is still running and has not had issues yet, however it has only been running for a few hours. It took a while to get it set up because it choked pretty badly the first time I tried opening this chartbook on it. Seems a bit better now after putting in an ssd. I'll keep it running over the weekend and post any updates here. |
| [2016-05-20 22:54:52] |
| User37537 - Posts: 78 |
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I attached windbg to the process and caught the exception. Here is some additional information: (27b8.2760): Integer divide-by-zero - code c0000094 (first chance) First chance exceptions are reported before any exception handling. This exception may be expected and handled. *** ERROR: Module load completed but symbols could not be loaded for C:\ext\SierraChart\SierraChart.exe SierraChart+0x213764: 00613764 f774245c div eax,dword ptr [esp+5Ch] ss:002b:0018f71c=00000000 0:000:x86> k ChildEBP RetAddr WARNING: Stack unwind information not available. Following frames may be wrong. 00000000 00000000 SierraChart+0x213764 006136de e8fd526000 call SierraChart+0x8189e0 (00c189e0) 006136e3 eb4e jmp SierraChart+0x213733 (00613733) 006136e5 85c9 test ecx,ecx 006136e7 0f856dffffff jne SierraChart+0x21365a (0061365a) 006136ed d986d0090000 fld dword ptr [esi+9D0h] 006136f3 d9ee fldz 006136f5 dae9 fucompp 006136f7 dfe0 fnstsw ax 006136f9 f6c444 test ah,44h 006136fc 0f8a58ffffff jp SierraChart+0x21365a (0061365a) 00613702 398ed4090000 cmp dword ptr [esi+9D4h],ecx 00613708 0f854cffffff jne SierraChart+0x21365a (0061365a) 0061370e d9867c060000 fld dword ptr [esi+67Ch] 00613714 8bae70060000 mov ebp,dword ptr [esi+670h] 0061371a d95c2478 fstp dword ptr [esp+78h] 0061371e 8b4c2478 mov ecx,dword ptr [esp+78h] 00613722 894c2470 mov dword ptr [esp+70h],ecx 00613726 e941ffffff jmp SierraChart+0x21366c (0061366c) 0061372b ddd8 fstp st(0) 0061372d dd8728b20000 fld qword ptr [edi+0B228h] 00613733 83ec0c sub esp,0Ch 00613736 dd5c2404 fstp qword ptr [esp+4] 0061373a 8bcf mov ecx,edi 0061373c d944247c fld dword ptr [esp+7Ch] 00613740 8bde mov ebx,esi 00613742 d91c24 fstp dword ptr [esp] 00613745 e81649ffff call SierraChart+0x208060 (00608060) 0061374a 8b4c2464 mov ecx,dword ptr [esp+64h] 0061374e 8d1408 lea edx,[eax+ecx] 00613751 2bc1 sub eax,ecx 00613753 89442440 mov dword ptr [esp+40h],eax 00613757 8bc5 mov eax,ebp 00613759 0faf442454 imul eax,dword ptr [esp+54h] 0061375e 89542438 mov dword ptr [esp+38h],edx 00613762 33d2 xor edx,edx 00613764 f774245c div eax,dword ptr [esp+5Ch] ss:002b:0018f71c=00000000 <~~~~~~~~~~~~~~~~~DIVIDE BY ZERO HERE 00613768 807c241700 cmp byte ptr [esp+17h],0 0061376d 740a je SierraChart+0x213779 (00613779) 0061376f 03442434 add eax,dword ptr [esp+34h] 00613773 8944243c mov dword ptr [esp+3Ch],eax 00613777 eb0a jmp SierraChart+0x213783 (00613783) 00613779 8b4c243c mov ecx,dword ptr [esp+3Ch] 0061377d 2bc8 sub ecx,eax 0061377f 894c2434 mov dword ptr [esp+34h],ecx 00613783 8b542420 mov edx,dword ptr [esp+20h] 00613787 8b4c242c mov ecx,dword ptr [esp+2Ch] 0061378b 52 push edx 0061378c 8d442438 lea eax,[esp+38h] 00613790 50 push eax 00613791 51 push ecx 00613792 ff153019cd00 call dword ptr [SierraChart+0x8d1930 (00cd1930)] 00613798 8b442418 mov eax,dword ptr [esp+18h] 0061379c 40 inc eax 0061379d 89442418 mov dword ptr [esp+18h],eax 006137a1 3b442430 cmp eax,dword ptr [esp+30h] 006137a5 0f8c35feffff jl SierraChart+0x2135e0 (006135e0) 006137ab 8b9424f4000000 mov edx,dword ptr [esp+0F4h] 006137b2 8b02 mov eax,dword ptr [edx] 006137b4 8b804c220000 mov eax,dword ptr [eax+224Ch] 006137ba 6a00 push 0 006137bc 50 push eax 006137bd ff159411cd00 call dword ptr [SierraChart+0x8d1194 (00cd1194)] 006137c3 c68424ec00000003 mov byte ptr [esp+0ECh],3 006137cb c744241c600fd200 mov dword ptr [esp+1Ch],offset SierraChart+0x920f60 (00d20f60) 006137d3 c68424ec00000003 mov byte ptr [esp+0ECh],3 006137db 8d4c241c lea ecx,[esp+1Ch] 006137df e8bcdbf6ff call SierraChart+0x1813a0 (005813a0) 006137e4 d9ee fldz SierraChart.exe: Verified: Unsigned Link date: 6:31 AM 5/17/2016 Publisher: n/a Company: Description: Sierra Chart Product: Sierra Chart Prod version: 900, 0, 0, 0 File version: 900, 0, 0, 0 MachineType: 32-bit MD5: 4DE22B3815CB0742DF0DE49C8778D183 SHA1: F580D5C6B3DD0FB1FEB5B528D08E3E53B731B60B PESHA1: 8D50C876E60180F0726AC3610FEB443723400286 PE256: 661FE3058500D0F908492AF9B2B4862A7172FF01C41274555A2F06A64DFEBD0C SHA256: 871C475DBE49D9C17BCEB0D75A656B29BB1454CC85E5508B7F1565455D1C30E8 IMP: A67A1859964E24194D83697A91563D72 |
| [2016-05-21 23:58:55] |
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We are going to set up a test for this. But we suspect that we will not be able to reproduce the problem. So we also want you to do testing on your laptop. 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 |
| [2016-05-22 00:45:59] |
| User37537 - Posts: 78 |
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Thnks support. I appreciate anything you can do. The laptop is still running, has not crashed yet. What I have noticed is the crash seems to happen after my broker software has disconnected (I can't confirm this 100% though). As I mentioned previously I have a second instance of sierra chart (connected to sierra data feed), feeding data in to some of the charts of my primary sierra chart instance (connected to interactive brokers). On this chartbook I have a 30 second chart (IB data feed), and multiple higher timeframe charts (sierra data feed). There are studies and drawings that project from the sierra data feed charts to the IB data feed chart. When the IB data feed stops or disconnects, the IB chart stops moving forward. But the sierra data feed charts continue moving forward, and they continue to project studies an drawings on to the IB data feec chart which has already stopped. Perhaps this has something to do with it? |
| [2016-05-22 02:12:52] |
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We do not see this last information as relevant.
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 |
| [2016-05-23 06:41:21] |
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Not even sure how we can test this. The first thing that we saw was that the main Sierra Chart window is no longer visible after opening your Chartbook. An issue like this is definitively an issue at the operating system level because the operating system cannot simply handle this. At least on our system with other things we are doing. You have too many detached charts. Any instability resulting from too many windows is going to be strictly a problem with the Windows operating system. We are declining further testing on this. There is no way we can possibly test this. The Windows operating system we are running simply cannot handle it. Which also is a very strong indication that the underlying problem is within Windows. While Sierra Chart itself places no limitations and is not going to have any trouble with what you are doing your Chartbook is way overboard with the number of windows it has. Each toolbar button is also a window. We will not get involved with this because you are stressing the operating system beyond its limits. You simply are creating your own troubles. This is one reason why Sierra Chart now has easy support for multiple instances. See if you can resolve this by using multiple instances: https://www.sierrachart.com/index.php?page=doc/doc_DTCServer.php#UsingDTCServerForDataAndTradingInAnotherSCInstance 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 Date Time Of Last Edit: 2016-05-23 06:46:51
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| [2016-05-23 06:47:54] |
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The prior post has been updated. We also have extensive experience, with having too many windows open including control bar buttons, and we know the Windows operating system becomes unstable under these conditions affecting the processes in random kinds of ways. It simply cannot handle it. One thing we are going to be doing is that when a window is no longer visible like when it is part of a hidden Chartbook, we are going to destroy those windows. This helps resolve this kind of issue when there are many Chartbooks loaded but only one is visible. Also remove control bars from detached charts. Once again, we are not going to get involved in this at all. You are welcome to post further comments here. But we are not going to be monitoring this or doing anything further. This is simply just not worth our time and we cannot do anything about it anyway. 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 Date Time Of Last Edit: 2016-10-30 21:49:37
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| [2016-05-23 08:24:05] |
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There may be some things we can do to reduce the number of windows from detached charts and control bars, but these are very time-consuming and costly changes for us. In general things like this are going to be set aside until the end of the year. We will make a note of them and review them later on. We are getting too far behind actual usable features in Sierra Chart and that must be the focus of our development. Follow some of our suggestions, and you should be all right. Another piece of advice is to set up a second system because obviously what you are doing is quite intense for a single system. You should not be doing this all on a single computer. 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 Date Time Of Last Edit: 2016-05-23 08:55:03
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| [2016-05-23 12:02:56] |
| User37537 - Posts: 78 |
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Thanks support, I appreciate your time. A couple of quick questions: 1) I find it very strange that everything would work fine for up to a day or two, and then suddenly problems start happening. To me this smells very much like some sort of resource or handle leak happening within Sierra Chart over time. Do you not think this is a possibility? 2) What about the divide by zero error above, that was clearly happening within the Sierra Chart code itself. Were you able to locate this? Thanks for your recommendations, there are some good ideas there so I will run with some of them. A lot of the window/resource limits in Windows happen at the per-process level so I will play with splitting the load over multiple instances as you suggested. I will also get rid of the control bars on detached charts. |
| [2016-05-23 18:01:53] |
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1. It is extremely unlikely there is a memory or handle or GDI object leak and you can verify this through the Task Manager Processes tab. See the attachment. 2. The report of where the the exception is occurring may not be accurate and there can be all kinds of reasons for this including operating system issues. We are far from convinced about this. If this were a problem, we would have other reports of it and we do not. We have never seen it ourselves either. We could not locate it because we could not duplicate it. Your chartbook started off in an unstable state to begin with because we were not seeing some of the windows or even any of the menus because of operating system limitations and problems. 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 Date Time Of Last Edit: 2016-10-30 21:47:57
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 TaskManagerProcessesTabColumns.png / V - Attached On 2016-05-23 17:53:25 UTC - Size: 2.07 KB - 285 views |
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