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Date/Time: Tue, 24 Apr 2018 08:29:33 +0000



Scan failed : exception during the processing of a timer event

Support Request:
[2017-11-09 14:45:57]
User112730 - Posts: 33
During a scan on a big stock list, I had the following error repeated in the log :
Warning: Caught an exception during the processing of a timer event. Source: c_ChartDataLoadingThread::m_BackupCheckTimer | 2017-11-08 22:29:08 *


Chart update interval is set to 2s, the list have 5944 symbols, failure occured around 3000-3100 symbols
[2017-11-09 19:09:27]
Sierra Chart Engineering - Posts: 59371
This type of exception is basically unheard of. First report ever. Also, it does not matter how many symbols you are scanning. That should have no relevancy at all.

Our best guess about this, and we really do not like to say this because it is not necessarily correct, but it would seem as though this is probably some kind of system issue.


Did you also see this message in the log:
"The loading thread is no longer running, but did not get marked as complete."

Otherwise, we really do not know what to say about this. Perhaps there is an out of memory condition but that would not seem to make any sense either. In the unlikely event this is the case, refer to:
https://www.sierrachart.com/index.php?page=doc/WorkingWithCharts.html#OutOfMemoryCondition


Also when you encounter an exception like that, you have to restart Sierra Chart. Since the state of it is unstable.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-11-09 19:10:13
[2017-11-10 00:59:38]
Sierra Chart Engineering - Posts: 59371
Could you attach the Chartbook you are using for the scan and then we will test this.

Here are the instructions:
https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile

And tell us what chart number you are starting a scan from.

At this point in time, our impression is there is some problem we need to resolve. But it is not something that really is related to the number of symbols. It is probably just a very rare occurrence that happens just because of the large numbers of symbols being loaded repetitively.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-11-10 01:20:11
[2017-11-10 14:35:47]
User112730 - Posts: 33
Attached to this ticket you will find the chartbook used (scan alert in chart #2 : daily) along with the dll&src of the 2 custom study and the stock list.

I tried another scan on another computer.
Same settings : SC data feed, "subscribe RT data and download histo data during scan" ticked. Chart update interval set to 2000 ms on previous scan and 1991 on the latter. Both scan were done with only 1 instance of SC containing only this chartbook, running at night.

Result of this second scan : SC crashed. Log are attached. I can see in it 2 errors :
Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0
and
Over symbol limit. Limit is 90 symbols. (I do not understand this one as the scan is, as I understood, not supposed to request real time data)
Date Time Of Last Edit: 2017-11-10 14:37:41
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attachmentAverage_ID_range.cpp - Attached On 2017-11-10 14:21:44 UTC - Size: 2.19 KB - 24 views
attachmentSource.cpp - Attached On 2017-11-10 14:22:39 UTC - Size: 2.44 KB - 22 views
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attachmentNYSE+NQ_liste_symboles.txt - Attached On 2017-11-10 14:25:42 UTC - Size: 32.84 KB - 136 views
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[2017-11-10 16:59:33]
Sierra Chart Engineering - Posts: 59371
OK, understand that we cannot get any involvement whatsoever in custom studies. Please use common sense before you provide all of this. We simply will not get involved in this whatsoever. We did not ask for all of these files.

We did not realize you were involving custom studies.

At this point, this Support Request is now considered finished, unless you can reproduce the problem when using Safe Mode:
https://www.sierrachart.com/index.php?page=doc/LoginInstructions.php#UsingSafeMode
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-11-10 17:01:19
[2017-11-10 17:06:28]
Sierra Chart Engineering - Posts: 59371

Over symbol limit. Limit is 90 symbols. (I do not understand this one as the scan is, as I understood, not supposed to request real time data)
We will have to look into this.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-11-10 17:09:49]
Sierra Chart Engineering - Posts: 59371
Refer to help topic 17 for more information about problems that can be caused by custom studies due to programming errors:
http://www.sierrachart.com/index.php?page=doc/helpdetails17.html
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-11-11 07:04:46]
User112730 - Posts: 33
Test with only SC Studies (no custom studies) and safe mode ticked.

Same result : SC crash.
In log :
"Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2017-11-11 00:12:06 *"

Chartbook and logs are attached
attachmentScans-QA.cht - Attached On 2017-11-11 07:00:45 UTC - Size: 1.65 MB - 31 views
Private File
[2017-11-12 20:02:56]
Sierra Chart Engineering - Posts: 59371
OK we will test this.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-11-19 21:16:31]
Sierra Chart Engineering - Posts: 59371
We have looked into this, and we did not encounter any exception like this and we would not have expected it either. This was the very final download:
HD Request # 5941 | Daily download COMPLETE for A. Completion time: 1s. Unique request ID: 5940 | 2017-11-19 07:06:22

We have looked more closely at the error message which we should have done in the beginning. This is what we see:

Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 | 2017-11-11 00:12:02 *


Message 15 is:
WM_PAINT

So this problem is when the chart is drawn. We do not know why it occurs and there are no known reasons for any problem like this. The drawing code is very stable. If you are running any screensaver software, disable it. We do suspect this could be some kind of system-level issue.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-11-19 21:28:20
[2017-11-20 06:18:30]
Sierra Chart Engineering - Posts: 59371
The other thing we would like you to do, is to update Sierra Chart to the latest prerelease. It has all of the latest development including some lower-level minor development related to loading of chart data.

Here are instructions:
https://www.sierrachart.com/index.php?page=doc/SoftwareDownload.php#FastUpdate
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-12-01 10:10:17]
User112730 - Posts: 33
There are no screensaver on any computer I work with, so the issue is not linked to this.
Tested v1641, safe mode unticked, only genuine studies : crash with same error (obviously)

Tested v1649, safe mode unticked, only genuine studies : crash with a more explicit error : Windows error code 1158

See attached logs
Private File
[2017-12-01 15:40:41]
Sierra Chart Engineering - Posts: 59371
OK this message actually does clearly indicate what the reason for the problem is. We are seeing why this is occurring assuming it is a mishandling on the Sierra Chart side of an asynchronous window creation and destruction.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-12-01 18:56:26]
Sierra Chart Engineering - Posts: 59371
So far we can identify any problem on our side which indicates there is some kind of resource problem on your side with the creation of windows.


Make sure you are running the current version of Sierra Chart:
https://www.sierrachart.com/index.php?page=doc/SoftwareDownload.php#FastUpdate

This probably will not make any difference but we just want to make sure you are running the same version we are testing on.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2017-12-02 01:18:01]
Sierra Chart Engineering - Posts: 59371
We spent quite a significant time looking into this, and the senior engineer also looked into this as well. We have very advanced diagnostics to monitor the creation and destruction of asynchronous windows which this problem relates to.

We are quite convinced there is not any fault within Sierra Chart in this regard. It appears as though that either windows are not getting destroyed on your system when Sierra Chart is requesting them to, or there are some other resource problem involving windows on your system.

To ensure, that there is not a problem in the particular version you are running, update to the current version:
https://www.sierrachart.com/index.php?page=doc/SoftwareDownload.php#FastUpdate
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-12-02 01:18:43
[2017-12-02 18:58:53]
Sierra Chart Engineering - Posts: 59371
Another thing has come to mind. In the Windows Task Manager, you can monitor the USER Objects for the SierraChart.exe process.

What we are seeing is during a scan that this is rising. So there is a problem. We are going to determine why this is happening and resolve.

We have confirmed that this is the source of the issue you are having.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-12-02 18:59:25
[2017-12-03 16:46:06]
User112730 - Posts: 33
That is right : when user object used by SC reach 10000 (the limit defined by default in the registry) the error message appear in the logs and charts are no longer drawn.
Tested on 2 different PC (W7x64) with same behaviour;
Without study overlay : same behaviour.

Edit : all tests done on v1656, of course.
Date Time Of Last Edit: 2017-12-03 18:24:26
[2017-12-04 09:50:17]
Sierra Chart Engineering - Posts: 59371
We will have this problem resolved today.

We are not really sure when this problem began. It must have been something relatively recent and it really is surprising. We have never had an issue like this before.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2017-12-04 09:50:31
[2017-12-05 10:17:49]
Sierra Chart Engineering - Posts: 59371
This issue is now resolved in version 1658.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.

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