Home >> Support Board

Support Board

Date/Time: Sun, 26 May 2024 23:19:35 +0000

How to Post a Message for Support

Cannot get connected

View Count: 825

[2017-05-16 09:29:28] #1 [Go To First Post]
User255351 - Posts: 1
I downloaded sierra chart and 15 day trial with AMP futures. I filled out the boxes under data trade/service settings such as service, server, username and password. When I click on connect to data feed, it says not connected, and I get the following messages: Reading Internal Order ID file. \| 2017-05-16 09:17:23 Reading Trade Orders file. \| 2017-05-16 09:17:23 Reading Trade Positions file. \| 2017-05-16 09:17:23 Listening on UDP port 22903. \| 2017-05-16 09:17:23 Software version: 1556 \| 2017-05-16 09:17:23 Uses New Spreadsheets \| 2017-05-16 09:17:23 Usage end date: 2017-05-30 \| 2017-05-16 09:17:23 Enabled for: Advanced Features. \| 2017-05-16 09:17:23 Enabled for: Advanced Features 2. \| 2017-05-16 09:17:23 Enabled for: Sierra Chart Historical Data Service. \| 2017-05-16 09:17:23 Allow Support for Sierra Chart Data Feeds is enabled. \| 2017-05-16 09:17:23 Current selected Data/Trading service: CQG WebAPI \| 2017-05-16 09:17:23 Chart Update Interval: 500 \| 2017-05-16 09:17:23 Time Zone: +00:00:00 (UTC+00) \| 2017-05-16 09:17:23 2017-05-16 11:17:32 Local computer time \| 2017-05-16 09:17:23 2017-05-16 09:17:32 Local computer time in UTC \| 2017-05-16 09:17:23 2017-05-16 09:17:32 Local computer time in SC Time Zone \| 2017-05-16 09:17:23 2017-05-16 09:18:18 Server time in UTC \| 2017-05-16 09:17:23 Local computer UTC time and Server UTC time difference: 47 seconds. \| 2017-05-16 09:17:23 Notice: Your computer's clock is off by 47 seconds. For help with this, press the 'Send for Analysis' button. \| 2017-05-16 09:17:23 Program path: C:\SierraChart\ \| 2017-05-16 09:17:23 Data Files path: C:\SierraChart\Data\ \| 2017-05-16 09:17:23 OS Version Number: 6.2 \| 2017-05-16 09:17:23 Locale Setting: C \| 2017-05-16 09:17:23 Checking for new symbol settings for service code cqg \| 2017-05-16 09:17:23 HTTPS connection to www.sierrachart.com:443 (3) \| Creating socket. Using TLS 1.2. \| 2017-05-16 09:17:23 HTTPS connection to www.sierrachart.com:443 (3) \| Connecting to IP: 5.9.8.236. \| 2017-05-16 09:17:23 Symbol settings are up-to-date for cqg \| 2017-05-16 09:17:23 CQG WebAPI \| Connecting to server demoapi.cqg.com \| 2017-05-16 09:17:37 CQG websocket \| Connecting to websocket server. \| 2017-05-16 09:17:37 CQG websocket socket (4) \| Creating socket. Using TLS 1.2. \| 2017-05-16 09:17:37 CQG websocket socket (4) \| Connecting to IP: 208.48.16.32. \| 2017-05-16 09:17:37 CQG websocket \| Opening websocket. \| 2017-05-16 09:17:37 CQG websocket \| Sending websocket handshake. \| 2017-05-16 09:17:37 HTTPS connection to www.sierrachart.com:443 (3) \| Socket gracefully closed by remote side. \| 2017-05-16 09:17:37 HTTPS connection to www.sierrachart.com:443 (3) \| Received socket Close event \| 2017-05-16 09:17:37 HTTPS connection to www.sierrachart.com:443 (3) \| Initiating close of socket by core. \| 2017-05-16 09:17:37 HTTPS connection to www.sierrachart.com:443 (3) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2017-05-16 09:17:37 HTTPS connection to www.sierrachart.com:443 (3) \| Closed. \| 2017-05-16 09:17:37 CQG websocket \| Received websocket handshake acknowledgment. \| 2017-05-16 09:17:38 CQG websocket \| Web socket state is now open. \| 2017-05-16 09:17:38 CQG WebAPI \| Websocket connected. \| 2017-05-16 09:17:38 CQG WebAPI \| Sending market data logon message. \| 2017-05-16 09:17:38 CQG WebAPI \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2017-05-16 09:17:38 * CQG websocket socket (4) \| Adding bytes from final send buffer from buffered socket: 8 \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Initiating close of socket by core. \| 2017-05-16 09:17:38 CQG websocket \| Websocket closed. \| 2017-05-16 09:17:38 CQG WebAPI \| Websocket closed. \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Sending bytes from final send buffer: 8 \| 2017-05-16 09:17:38 CQG WebAPI \| Disconnected. \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Write in progress. Shutdown being delayed. \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Write has completed. Shutdown being performed. \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Shutdown started. Waiting for graceful close. \| 2017-05-16 09:17:38 CQG websocket socket (4) \| Socket gracefully closed by remote side. \| 2017-05-16 09:17:39 CQG websocket socket (4) \| Closed. \| 2017-05-16 09:17:39 CQG WebAPI \| Connecting to server demoapi.cqg.com \| 2017-05-16 09:25:03 CQG websocket \| Connecting to websocket server. \| 2017-05-16 09:25:03 CQG websocket socket (8) \| Creating socket. Using TLS 1.2. \| 2017-05-16 09:25:03 CQG websocket socket (8) \| Connecting to IP: 208.48.16.32. \| 2017-05-16 09:25:03 CQG websocket \| Opening websocket. \| 2017-05-16 09:25:03 CQG websocket \| Sending websocket handshake. \| 2017-05-16 09:25:03 CQG websocket \| Received websocket handshake acknowledgment. \| 2017-05-16 09:25:04 CQG websocket \| Web socket state is now open. \| 2017-05-16 09:25:04 CQG WebAPI \| Websocket connected. \| 2017-05-16 09:25:04 CQG WebAPI \| Sending market data logon message. \| 2017-05-16 09:25:04 CQG WebAPI \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2017-05-16 09:25:04 * CQG websocket socket (8) \| Adding bytes from final send buffer from buffered socket: 8 \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Initiating close of socket by core. \| 2017-05-16 09:25:04 CQG websocket \| Websocket closed. \| 2017-05-16 09:25:04 CQG WebAPI \| Websocket closed. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Sending bytes from final send buffer: 8 \| 2017-05-16 09:25:04 CQG WebAPI \| Disconnected. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Write in progress. Shutdown being delayed. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Write has completed. Shutdown being performed. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Shutdown started. Waiting for graceful close. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Socket gracefully closed by remote side. \| 2017-05-16 09:25:04 CQG websocket socket (8) \| Closed. \| 2017-05-16 09:25:04 CQG WebAPI \| Connecting to server demoapi.cqg.com \| 2017-05-16 09:26:26 CQG websocket \| Connecting to websocket server. \| 2017-05-16 09:26:26 CQG websocket socket (10) \| Creating socket. Using TLS 1.2. \| 2017-05-16 09:26:26 CQG websocket socket (10) \| Connecting to IP: 208.48.16.32. \| 2017-05-16 09:26:26 CQG websocket \| Opening websocket. \| 2017-05-16 09:26:27 CQG websocket \| Sending websocket handshake. \| 2017-05-16 09:26:27 CQG websocket \| Received websocket handshake acknowledgment. \| 2017-05-16 09:26:28 CQG websocket \| Web socket state is now open. \| 2017-05-16 09:26:28 CQG WebAPI \| Websocket connected. \| 2017-05-16 09:26:28 CQG WebAPI \| Sending market data logon message. \| 2017-05-16 09:26:28 CQG WebAPI \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2017-05-16 09:26:28 * CQG websocket socket (10) \| Adding bytes from final send buffer from buffered socket: 8 \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Initiating close of socket by core. \| 2017-05-16 09:26:28 CQG websocket \| Websocket closed. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Sending bytes from final send buffer: 8 \| 2017-05-16 09:26:28 CQG WebAPI \| Websocket closed. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Write in progress. Shutdown being delayed. \| 2017-05-16 09:26:28 CQG WebAPI \| Disconnected. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Write has completed. Shutdown being performed. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Shutdown started. Waiting for graceful close. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Socket gracefully closed by remote side. \| 2017-05-16 09:26:28 CQG websocket socket (10) \| Closed. \| 2017-05-16 09:26:28 CQG WebAPI \| Connecting to server demoapi.cqg.com \| 2017-05-16 09:27:40 CQG websocket \| Connecting to websocket server. \| 2017-05-16 09:27:40 CQG websocket socket (12) \| Creating socket. Using TLS 1.2. \| 2017-05-16 09:27:40 CQG websocket socket (12) \| Connecting to IP: 208.48.16.32. \| 2017-05-16 09:27:40 CQG websocket \| Opening websocket. \| 2017-05-16 09:27:40 CQG websocket \| Sending websocket handshake. \| 2017-05-16 09:27:40 CQG websocket \| Received websocket handshake acknowledgment. \| 2017-05-16 09:27:41 CQG websocket \| Web socket state is now open. \| 2017-05-16 09:27:41 CQG WebAPI \| Websocket connected. \| 2017-05-16 09:27:41 CQG WebAPI \| Sending market data logon message. \| 2017-05-16 09:27:41 CQG WebAPI \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2017-05-16 09:27:41 * CQG websocket socket (12) \| Adding bytes from final send buffer from buffered socket: 8 \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Initiating close of socket by core. \| 2017-05-16 09:27:41 CQG websocket \| Websocket closed. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Sending bytes from final send buffer: 8 \| 2017-05-16 09:27:41 CQG WebAPI \| Websocket closed. \| 2017-05-16 09:27:41 CQG WebAPI \| Disconnected. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Write in progress. Shutdown being delayed. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Write has completed. Shutdown being performed. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Shutdown started. Waiting for graceful close. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Socket gracefully closed by remote side. \| 2017-05-16 09:27:41 CQG websocket socket (12) \| Closed. \| 2017-05-16 09:27:41 Thank you for your help.

[2017-05-16 14:05:28] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
This is the relevant message: CQG WebAPI \| Market data logon unsuccessful. Server message: Username or password is incorrect \| 2017-05-16 09:27:41 * You need to contact your broker and get the correct username and password and enter them into Global Settings >> Data/Trade Service Settings. 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

To post a message in this thread, you need to log in with your Sierra Chart account: