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Date/Time: Thu, 02 May 2024 17:57:04 +0000

How to Post a Message for Support

CQG Support struggling to log me in.

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[2016-09-17 18:57:07] #1 [Go To First Post]
iliabelov - Posts: 3
Hello, I have been trying to set up my data service along with help from CQG support, my FCM, and my IB. But for some reason the Data/Trade Service Settings have been confirmed to be correct, along with the login data and any other parameters, but the Message log is still giving the same errors. The CQG data has had the Sierra Chart enabled along with all other necessary changed for it to work, but it is still not working. So asking Sierra Chart Support for help seems like the next and hopefully last logical step. I can attach snapshots of my settings and send my message log for analysis with confirmation of privacy. Message log has been attached(read on the website that there is no private data visible) Username and password have been confirmed correct with FCM and CQG, so problem is unknown. Thanks so much. Date Time Of Last Edit: 2016-09-17 19:01:00

[2016-09-17 18:59:21] #2 [Go To First Post]
iliabelov - Posts: 3
Software version: 1459 \| 2016-09-17 13:58:29 Uses New Spreadsheets \| 2016-09-17 13:58:29 Usage end date: 2016-10-22 \| 2016-09-17 13:58:29 Enabled for: Advanced Features. \| 2016-09-17 13:58:29 Enabled for: Sierra Chart Historical Data Service. \| 2016-09-17 13:58:29 Allow Support for Sierra Chart Data Feeds is enabled. \| 2016-09-17 13:58:29 Current selected Data/Trading service: CQG FIX Trading \| 2016-09-17 13:58:29 Chart Update Interval: 500 \| 2016-09-17 13:58:29 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2016-09-17 13:58:29 2016-09-17 13:58:29 Local computer time \| 2016-09-17 13:58:29 2016-09-17 18:58:29 Local computer time in UTC \| 2016-09-17 13:58:29 2016-09-17 13:58:29 Local computer time in SC Time Zone \| 2016-09-17 13:58:29 2016-09-17 18:42:45 Server time in UTC \| 2016-09-17 13:58:29 Local computer UTC time and Server UTC time difference: 8 seconds. \| 2016-09-17 13:58:29 Program path: C:\SierraChart\ \| 2016-09-17 13:58:29 Data Files path: C:\SierraChart\Data\ \| 2016-09-17 13:58:29 OS Version Number: 6.2 \| 2016-09-17 13:58:29 Locale Setting: C \| 2016-09-17 13:58:29 CQG FIX: Not connecting to trading server because Username is not specified. \| 2016-09-17 13:58:41 CQG FIX Trading \| Connecting to market data server demoapi.cqg.com \| 2016-09-17 13:58:41 CQG WebAPI \| Connecting to websocket server. \| 2016-09-17 13:58:41 CQG WebAPI websocket (0) \| Resolved address demoapi.cqg.com to IP 208.48.16.32. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| Connected. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| Starting SSL 3/2 connection. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| SSL connection established. \| 2016-09-17 13:58:41 CQG WebAPI \| Opening websocket. \| 2016-09-17 13:58:41 CQG WebAPI \| Sending websocket handshake. \| 2016-09-17 13:58:41 CQG WebAPI \| Received websocket handshake acknowledgment. \| 2016-09-17 13:58:41 CQG WebAPI \| Web socket state is now open. \| 2016-09-17 13:58:41 CQG FIX Trading \| Websocket connected. \| 2016-09-17 13:58:41 CQG FIX Trading \| Sending market data logon message. \| 2016-09-17 13:58:41 CQG FIX Trading \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2016-09-17 13:58:41 * Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. \| 2016-09-17 13:58:41 To prevent further connection attempts, select 'File >> Disconnect'. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| SSL shutdown indicates not able to send 'close notify'. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| SSL has been shut down. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| SSL object has been freed. SSL state is now disconnected. \| 2016-09-17 13:58:41 CQG WebAPI websocket (16) \| Shutdown and closed. \| 2016-09-17 13:58:41 CQG WebAPI \| Websocket closed. \| 2016-09-17 13:58:41 CQG FIX Trading \| Websocket closed. \| 2016-09-17 13:58:41 CQG FIX Trading \| Disconnected. \| 2016-09-17 13:58:41 Will reconnect to the server in 3.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. \| 2016-09-17 13:58:41 File >> Disconnect selected. \| 2016-09-17 13:58:42 CQG FIX Trading \| Disconnected. \| 2016-09-17 13:58:42

[2016-09-18 00:56:52] #3 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
You just need to update Sierra Chart to the current version with Help >> Download Current Version. This should solve the problem. 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

[2016-09-18 04:37:41] #4 [Go To First Post]
iliabelov - Posts: 3
I updated to the current version. Now it is giving me this error. Software version: 1460 \| 2016-09-17 23:36:03 Uses New Spreadsheets \| 2016-09-17 23:36:03 Usage end date: 2016-10-22 \| 2016-09-17 23:36:03 Enabled for: Advanced Features. \| 2016-09-17 23:36:03 Enabled for: Sierra Chart Historical Data Service. \| 2016-09-17 23:36:03 Allow Support for Sierra Chart Data Feeds is enabled. \| 2016-09-17 23:36:03 Current selected Data/Trading service: CQG FIX Trading \| 2016-09-17 23:36:03 Chart Update Interval: 500 \| 2016-09-17 23:36:03 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2016-09-17 23:36:03 2016-09-17 23:36:03 Local computer time \| 2016-09-17 23:36:03 2016-09-18 04:36:03 Local computer time in UTC \| 2016-09-17 23:36:03 2016-09-17 23:36:03 Local computer time in SC Time Zone \| 2016-09-17 23:36:03 2016-09-18 04:34:49 Server time in UTC \| 2016-09-17 23:36:03 Local computer UTC time and Server UTC time difference: 9 seconds. \| 2016-09-17 23:36:03 Program path: C:\SierraChart\ \| 2016-09-17 23:36:03 Data Files path: C:\SierraChart\Data\ \| 2016-09-17 23:36:03 OS Version Number: 6.2 \| 2016-09-17 23:36:03 Locale Setting: C \| 2016-09-17 23:36:03 CQG FIX: Connecting to fixapi.cqgtrader.com. Port: 6925. \| 2016-09-17 23:36:20 socket (0) \| Resolved address fixapi.cqgtrader.com to IP 208.48.16.214. \| 2016-09-17 23:36:20 socket (19) \| Connected. \| 2016-09-17 23:36:20 socket (19) \| Starting TLS 1.2 connection. \| 2016-09-17 23:36:20 socket (19) \| SSL connection established. \| 2016-09-17 23:36:20 CQG FIX: Sending the Logon message. \| 2016-09-17 23:36:20 CQG FIX: Received a Logout message. Text = Trader is not authorized on any regular (non-Omnibus, non-template) accounts. \| 2016-09-17 23:36:20 CQG FIX: Sending a Logout message. Text = Received Logout message. \| 2016-09-17 23:36:20 socket (19) \| SSL shutdown indicates not able to send 'close notify'. \| 2016-09-17 23:36:20 socket (19) \| SSL has been shut down. \| 2016-09-17 23:36:20 socket (19) \| SSL object has been freed. SSL state is now disconnected. \| 2016-09-17 23:36:20 socket (19) \| Shutdown and closed. \| 2016-09-17 23:36:20 CQG FIX: Disconnected. \| 2016-09-17 23:36:20 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. \| 2016-09-17 23:36:20 To prevent further connection attempts, select 'File >> Disconnect'. \| 2016-09-17 23:36:20 CQG FIX Trading \| Disconnected. \| 2016-09-17 23:36:20 Will reconnect to the server in 3.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. \| 2016-09-17 23:36:20 File >> Disconnect selected. \| 2016-09-17 23:36:21 CQG FIX Trading \| Disconnected. \| 2016-09-17 23:36:21

[2016-09-18 06:49:07] #5 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Tell your broker you are getting this: Text = Trader is not authorized on any regular (non-Omnibus, non-template) accounts. 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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