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Your website was also down

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[2017-06-19 15:55:15] #1 [Go To First Post]
Merlin - Posts: 81
Hi. I'm seeing multiple reports of the data feed problems yesterday. But I don't know if you know that the entire www.sierrachart.com website, including this support board, was also down? There was at least a 3 hour period during which all attempts to access the website failed to connect. Maybe longer, I can't tell exactly when it started. I tried to connect from multiple browsers, and I verified that there was no problem with my internet connection, everything else was normal. Apparently this happened during the same time that the Sierra data feed was down, although I can't be certain of that. I and another user discussed this on futures.io: https://futures.io/sierra-chart/42453-sierra-connection-problems.html . I'm just reporting this in case you don't already know about it - obviously all is well now. But it was quite disturbing not to be able to contact you at all! And also annoying not to be able to access the ACSIL documentation, since I was coding at the time. I've now downloaded the offline version, just in case. Is there an emergency email address I can use to report such a problem, if it ever happens in the future? Date Time Of Last Edit: 2017-06-19 15:57:49

[2017-06-19 17:21:15] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We were aware that some HTTP requests were not being responded to quickly or not at all at times. This was due to a configuration change on the the server. This is now resolved. The server was not actually down. It just was not handling all of the requests quickly enough. For us, we never observed it was down. But we did observe what we just said above. This does not affect market data for Sierra Chart. There was a problem involving some of the real-time data feeds at the same time, but that was a separate issue which we are still looking into. Is there an emergency email address I can use to report such a problem, if it ever happens in the future? Support _AT_ Sierra Chart.com. But this is a rare issue and it may not have helped to email us about it. If you told us the server was down when we did not observe the same thing, we might have said that it was due to an IP address change because that would be the most logical conclusion based upon the report given and the fact that there was actually an IP address change. That should not have caused a problem, because the changeover should have happened within 20 minutes but some DNS servers might not have updated right away. However, the other server still is running. So really this should not have anything to do with the IP address change. But that would have seemed to be the only reasonable conclusion we would have made at the time. Now we know it was just due to the server not responding quickly enough. 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 01:04:44

[2017-06-20 02:47:00] #3 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Here is a detailed report about the issue: Report: Sunday June 18, 2017 Data and Web server Interruptions 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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