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Can't connect to my CTS datafeed?

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[2017-12-01 07:05:17] #1 [Go To First Post]
Integral Trader - Posts: 33
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] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We are checking on this 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

[2017-12-01 13:58:17] #3 [Go To First Post]
Integral Trader - Posts: 33
Thank you,

[2017-12-01 14:09:45] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
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. 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

[2017-12-01 14:12:02] #5 [Go To First Post]
Integral Trader - Posts: 33
OK, thank you for the update and for resolving this as soon as possible.

[2017-12-01 14:58:16] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
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. 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: 2017-12-01 14:59:10

[2017-12-01 15:13:55] #7 [Go To First Post]
Integral Trader - Posts: 33
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] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
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. 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: 2017-12-01 15:16:03

[2017-12-01 15:16:02] #9 [Go To First Post]
Integral Trader - Posts: 33
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] #10 [Go To First Post]
Integral Trader - Posts: 33
Thank you again ! Have a good weekend.

[2019-01-23 04:41:52] #11 [Go To First Post]
Integral Trader - Posts: 33
I'm having this problem again tonight.... its been a long time since I've had a problem. Can you please check on my CTS Data feed when you get a chance.... Thank you. K

[2019-01-23 05:10:05] #12 [Go To First Post]
User134590 - Posts: 12
I'm also disconnected, pop up displays indicating username or password incorrect I'm using low cost CTS - DTC config Thanks

[2019-01-23 07:00:46] #13 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We are checking on 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

[2019-01-23 07:22:48] #14 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
This is now resolved. You should be able to connect now. We do apologize for this. This functionality is designed in such a way, that a problem like this just should never happen. We do see why it happened in this scenario and we are putting out a software update to prevent it from happening again. We are also going to implement additional backup methods to ensure if there is any type of problem like this in the future, that we can instantly fall back to a safe state. 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: 2019-01-23 07:35:31

[2019-01-23 11:57:21] #15 [Go To First Post]
Integral Trader - Posts: 33
It seems to be working now this morning. Perhaps CTS was down for some reason. Thank you.

[2019-01-23 14:30:27] #16 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
No this was not a CTS issue. It was an issue on our 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

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