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DOM data issue

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[2017-06-19 13:41:34] #1 [Go To First Post]
33818 - Posts: 30
I'm down to 8 total depth levels being displayed, 2 to 3 ticks apart (4 bid / 4 ask). No settings have been altered. Reload/calc, SC restarts, computer restarts have no effect. Is there another data problem?

[2017-06-19 16:11:29] #2 [Go To First Post]
33818 - Posts: 30
http://www.sierrachart.com/image.php?Image=1497888526861.png If I reload/calc, chart & historical DOM work for a moment then steadily devolve with movement.

[2017-06-19 18:07:15] #3 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
There is no data problem with the Sierra Chart Exchange Data Feed. We are suspecting Sierra Chart is not using that data feed. Also the most you would have to do is reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers Do you see an [M] after the symbol at the top of the chart? We cannot tell ourselves because you have hidden the symbol from the chart. You can see the full title of the chart on the CW menu. 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 18:54:19] #4 [Go To First Post]
33818 - Posts: 30
I do see an [M] at the top of the chart. It reads: F.US.EPU17 [CV] [M] Following disconnect & reconnect, I have full depth, then levels start disappearing concurrent with price movement.

[2017-06-19 19:30:42] #5 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We have never heard of a problem like this before with the Sierra Chart Exchange Data Feed. We wonder if somehow there is some market data for that symbol being received from the CQG Web API affecting it. We cannot reproduce the problem though. We need some time to think about 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

[2017-06-19 19:41:34] #6 [Go To First Post]
33818 - Posts: 30
Alright, I'll keep poking around on my end to see if it's something stupid I did. Until then, I'll repeatedly tap Ctrl+F11, F11.

[2017-06-19 19:45:55] #7 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
to see if it's something stupid I did. No, it could not be anything like this. This is a very unusual and unexpected problem. We need time to contemplate it. 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 20:12:34] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
If the problem is what we think it is, and we do not know why this would be a problem to begin with, hopefully it will be resolved in the next release. We implemented a patch for this potential issue. 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

[2017-06-20 13:25:33] #9 [Go To First Post]
33818 - Posts: 30
Please let me know when the next release is available. I just installed the pre.

[2017-06-20 15:18:46] #10 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
It has been released. Update to the "Prerelease". Follow these instructions: Software Download: Fast Update 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

[2017-06-20 15:36:26] #11 [Go To First Post]
33818 - Posts: 30
Installed. Issue persists.

[2017-06-20 15:40:36] #12 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Could we call and look at the issue using remote assistance? 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: 2017-06-22 05:04:11

[2017-06-20 20:09:55] #13 [Go To First Post]
33818 - Posts: 30
Yes. When are you available? Date Time Of Last Edit: 2017-06-20 20:13:15

[2017-06-20 20:40:17] #14 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We can do this, this evening. In about 20 minutes or later. 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

[2017-06-20 20:45:46] #15 [Go To First Post]
33818 - Posts: 30
I'll be here. TeamViewer installed. Outside of that, I don't know SC's procedure.

[2017-06-20 21:10:18] #16 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We need to wait until after 6 PM Eastern until the market reopens. We can call after that. So we can call sometime between 6 PM to 6:30 PM Eastern. Hopefully that will be all right. 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

[2017-06-20 21:12:59] #17 [Go To First Post]
33818 - Posts: 30
Works for me.

[2017-06-20 22:18:59] #18 [Go To First Post]
33818 - Posts: 30
Do you need the connection ID posted?

[2017-06-20 22:22:43] #19 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
No. We are calling now. 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

[2017-06-20 22:25:05] #20 [Go To First Post]
33818 - Posts: 30
Recv'd vm. My phone didn't ring... Please try again. Date Time Of Last Edit: 2017-06-20 22:27:01

[2017-06-20 22:31:12] #21 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We called and left a message and we gave a call back number. Only use that number for this one time. 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: 2017-06-20 22:31:25

[2017-06-20 22:39:12] #22 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
For some reason you could not hear us when you called. Not sure why we are having this kind of difficulty. Do you have another number? 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

[2017-06-20 22:42:49] #23 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Select Help >> Accept Remote Assistance. We need to use the team viewer that is provided with Sierra Chart. So if you are running another team viewer, be sure to exit from that. Once the team viewer program is downloaded and runs, it will have an ID and password. Provide that to us through an account support ticket: https://www.sierrachart.com/usercp.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

[2017-06-20 23:16:25] #24 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
For the record, this problem was that Global Settings >> Symbol Settings >> Additional2 >>Auto Set Tick Size and Value Format from Data Feed was enabled for the symbol when it should not be. This particular setting is not meant to be user modifiable. We looked into why that was causing a problem and it has to do with an incompatible price multiplier from the server compared to how the CQG data is formatted. When that option is off, that multiplier is ignored as it has to be. 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: 2017-06-20 23:18:24

[2017-06-20 23:19:52] #25 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
But what we are going to do now is implement a correction to the server provided multiplier to prevent this problem from happening again whether that option is on or off. 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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