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Date/Time: Sun, 22 Jul 2018 02:39:31 +0000



Can't connect to my CTS datafeed?

Support Request:
[2017-12-01 07:05:17]
Integral Trader - Posts: 29
Can you please check my CTS datafeed? Perhaps CTS is down for maintenance as it was working fine and then disconnected and I'm not able to reconnect.

Thank you,

Kim
[2017-12-01 13:22:18]
Sierra Chart Engineering - Posts: 61947
We are checking on this now.
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 13:58:17]
Integral Trader - Posts: 29
Thank you,
[2017-12-01 14:09:45]
Sierra Chart Engineering - Posts: 61947
It might be up to an hour for us to get this resolved. Thinking what we can do to get this resolved immediately.
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 14:12:02]
Integral Trader - Posts: 29
OK, thank you for the update and for resolving this as soon as possible.
[2017-12-01 14:58:16]
Sierra Chart Engineering - Posts: 61947
OK the problem was that this CTS trading connection for 10 USD per month is paid from your reseller account balance . That balance was not sufficient to pay for it. Since you made a PayPal payment by "check" to your reseller account that has not yet cleared, is why the CTS trading account extension until the end of the month was not done.

It is always critical to have a sufficient credit on your account ahead of time.

And if we ever need to do a refund to you, we will do that.

We are working to get the CTS trading connection active for you.

We are also making improvements on our side so we can have a better understanding about this without having to do a lot of checking and analysis. It was not clear what the problem was initially because normally the services are paid directly from the account they are associated with. Not a separate reseller account.
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: 2017-12-01 14:59:10
[2017-12-01 15:13:55]
Integral Trader - Posts: 29
Thank you, any idea how long it may take to get active again?

I'm sorry I didn't realize there was another payment for the datafeed that wasn't included in my monthly datafeed expense that is paid from my direct account. I guess I just assumed that payment also covered this $10.00 fee, did not realize any of my individual data expense was paid through the reseller side. No problem with the cost, I knew about the cost, just need to make sure its paid each month as you note.

Sorry for the problem, we will also make adjustment to our account balances this month so next month and going forward each month; this won't be an issue.

Thank you again,
[2017-12-01 15:15:29]
Sierra Chart Engineering - Posts: 61947
We apologize. We did get the CTS trading connection active for you about 30 minutes ago. You should be able to connect now. If not let us know. If you cannot connect, restart Sierra Chart.
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: 2017-12-01 15:16:03
[2017-12-01 15:16:02]
Integral Trader - Posts: 29
I was able to connect when I just attempted so I believe this is now resolved. Again sorry for causing the problem from our side.
[2017-12-01 15:17:55]
Integral Trader - Posts: 29
Thank you again !

Have a good weekend.

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