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Direct MessagesDate/Time: Mon, 29 Apr 2024 02:19:02 +0000
Another Error saying This Account Needs Activation
View Count: 1258
| [2017-06-18 13:43:06] |
| User508454 - Posts: 23 |
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Hello, I ran into this problem yesterday but I have another client trying to use our white labeled Sierra Charts called M2M Charts. He's unable to connect to his data feed because it says (Not enabled on Package). I've upgraded his service level to give him total access to M2M Charts but it still says (Restricted) next to his account name (see attachment). Support told me yesterday it was a recent coding change. How do I get this working for him? Thanks, Kris Date Time Of Last Edit: 2017-06-18 17:17:56
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Private File |
| [2017-06-18 17:28:48] |
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We apologize for this. We are checking on it now. Since this is an account related question, this issue should go through an Account Support Ticket: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets 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: 2017-06-18 17:28:59
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| [2017-06-18 17:38:59] |
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We have resolved the problem for this account, but wait before activating any other accounts. The underlying issue apparently is still present. Just give us about another hour or so. 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 |
| [2017-06-19 16:18:36] |
| User508454 - Posts: 23 |
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This user was able to load M2M Charts after your changes, however, now our studies aren't loading properly. Same issue our previous client ran into over the weekend. Something unique to this client as we have many clients including myself running the studies fine. So, I suspect there may still be something causing an issue from the coding work that was done as I have no other clients with issues at the moment. MarthinusM2M is the client. I also left this support ticket on our admin board but realized it should probably be here. Sorry Thanks Kim |
| [2017-06-19 16:52:09] |
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Let us know if they are still having trouble accessing the studies?
Sierra Chart Support |
| [2017-06-19 17:45:21] |
| User508454 - Posts: 23 |
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Waiting for reply back from client, time change difference with may make it a bit delayed. Thanks
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| [2017-06-19 18:07:03] |
| User508454 - Posts: 23 |
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They have access to studies, however they are not loading properly on the chart, they show up on the studies list within the chart but settings are not complete and they don't load properly on the chart; same exact problem our other client had over the weekend that was resolved with changes made on your end. Wish I could be more help. |
| [2017-06-19 18:14:03] |
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Everything looks fine from our side as far as the authorization settings. They are currently enabled for the following: DLL File Name: M2M 29 | Service Level: 1. DLL File Name: Mentors2Markets | Service Level: 3. Sierra Chart Support |
| [2017-06-19 18:19:06] |
| User508454 - Posts: 23 |
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Could it be a problem with their version of Windows as I've seen the thread on? Its very strange, as I'm using the same M2M29.DLL; as I sent him a copy of mine which is working fine and I've done the same thing for several other clients in the last few days. They are all working fine as is mine. However, his isn't. |
| [2017-06-19 18:21:55] |
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The version of Windows would have no effect with Sierra Chart itself or the way that it loads custom studies.
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 |
| [2017-06-19 18:24:05] |
| User508454 - Posts: 23 |
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ok, thanks, any other ideas, Should I have him delete all software including Sierra and start over?
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| [2017-06-19 18:46:44] |
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They would get the latest DLL file automatically downloaded when they restart Sierra Chart, like all the other users. Can you confirm that they have the correct "Service Level" set for their custom study. As this appears to be different for different users. Deleting and Starting over will not solve this. Sierra Chart Support |
| [2017-06-19 19:08:12] |
| User508454 - Posts: 23 |
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I think we may have found the problem. It has to do with auto update. It needs to be turned off.... so we will have the client try again. If problem persists then I will have our DLL developer log into clients machine and see what he finds. Hope I won't have to bother you with this again, thanks for all your help, as always !! |
| [2017-06-19 19:20:20] |
| User508454 - Posts: 23 |
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It seems auto update was the issue. Thanks Max !! |
| [2017-06-19 19:33:15] |
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What specifically do you mean by "auto update". Is that something on your side? 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 |
| [2017-06-19 19:39:03] |
| User508454 - Posts: 23 |
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we don't want the study version to auto update through Sierra, that was causing the problem, we change versions and have some in beta and others in production and having Sierra update automatically when client restarts has caused lots of issues with beta testers getting reverted back to production version, etc. So on our side. As long as we remember to turn off auto update we are fine. Thanks |
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