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Cannot log to CQG
View Count: 4137
| [2018-04-02 16:36:22] |
| User190501 - Posts: 92 |
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Hi support, I cannot connect to my DTS CQG whether on CQG FIX or CQG WebAPI. My last ticket was that my FIX connection was not working, now WebAPI and FIX is not working! |
| [2018-04-02 17:50:28] |
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Provide a copy of the Message Log by following these instructions: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) 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 |
| [2018-04-02 18:36:39] |
| User190501 - Posts: 92 |
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Reading Internal Order ID file. | 2018-04-02 18:32:40 Reading Trade Orders file. | 2018-04-02 18:32:40 Reading Trade Positions file. | 2018-04-02 18:32:40 Listening on UDP port 22904. | 2018-04-02 18:32:40 Software version: 1727 32-bit | 2018-04-02 18:32:40 Enabled for: Advanced Features. | 2018-04-02 18:32:40 Enabled for: Sierra Chart Historical Data Service. | 2018-04-02 18:32:40 Allow Support for Sierra Chart Data Feeds is enabled. | 2018-04-02 18:32:40 Current selected Data/Trading service: CQG FIX Trading | 2018-04-02 18:32:40 Chart Update Interval: 500 | 2018-04-02 18:32:40 Data/Trade Service Settings automatically set. | 2018-04-02 18:32:40 Time Zone: +00:00:00 (UTC+00) | 2018-04-02 18:32:40 2018-04-02 14:32:40 Local computer time | 2018-04-02 18:32:40 2018-04-02 18:32:40 Local computer time in UTC | 2018-04-02 18:32:40 2018-04-02 18:32:40 Local computer time in SC Time Zone | 2018-04-02 18:32:40 2018-04-02 18:32:38 Server time in UTC | 2018-04-02 18:32:40 Local computer UTC time and Server UTC time difference: 0 seconds. | 2018-04-02 18:32:40 Program path: C:\SierraChart\ | 2018-04-02 18:32:40 Data Files path: C:\SierraChart\Data\ | 2018-04-02 18:32:40 OS Version Number: 6.1 | 2018-04-02 18:32:40 Locale Setting: C | 2018-04-02 18:32:40 Checking for new symbol settings for service code cqg | 2018-04-02 18:32:40 HTTPS connection to www.sierrachart.com:443 (4) | Creating socket. Using TLS 1.2. | 2018-04-02 18:32:40 HTTPS connection to www.sierrachart.com:443 (4) | Connecting to IP: 204.15.192.108. | 2018-04-02 18:32:40 Received 5 login tokens. | 2018-04-02 18:32:40 Requesting symbol settings for service code cqg. Overwrite = on. | 2018-04-02 18:32:40 Symbol settings received. | 2018-04-02 18:32:41 Processed 1329 symbol settings. | 2018-04-02 18:32:41 HTTPS connection to www.sierrachart.com:443 (5) | Creating socket. Using TLS 1.2. | 2018-04-02 18:32:42 HTTPS connection to www.sierrachart.com:443 (5) | Connecting to IP: 204.15.192.108. | 2018-04-02 18:32:42 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ |
| [2018-04-02 18:38:36] |
| User190501 - Posts: 92 |
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Software version: 1727 32-bit | 2018-04-02 18:37:45 Enabled for: Advanced Features. | 2018-04-02 18:37:45 Enabled for: Sierra Chart Historical Data Service. | 2018-04-02 18:37:45 Allow Support for Sierra Chart Data Feeds is enabled. | 2018-04-02 18:37:45 Current selected Data/Trading service: CQG FIX Trading | 2018-04-02 18:37:45 Chart Update Interval: 500 | 2018-04-02 18:37:45 Data/Trade Service Settings automatically set. | 2018-04-02 18:37:45 Time Zone: +00:00:00 (UTC+00) | 2018-04-02 18:37:45 2018-04-02 14:37:44 Local computer time | 2018-04-02 18:37:45 2018-04-02 18:37:44 Local computer time in UTC | 2018-04-02 18:37:45 2018-04-02 18:37:44 Local computer time in SC Time Zone | 2018-04-02 18:37:45 2018-04-02 18:34:41 Server time in UTC | 2018-04-02 18:37:45 Local computer UTC time and Server UTC time difference: 0 seconds. | 2018-04-02 18:37:45 Program path: C:\SierraChart\ | 2018-04-02 18:37:45 Data Files path: C:\SierraChart\Data\ | 2018-04-02 18:37:45 OS Version Number: 6.1 | 2018-04-02 18:37:45 Locale Setting: C | 2018-04-02 18:37:45 HTTPS connection to www.sierrachart.com:443 (16) | Socket gracefully closed by remote side. | 2018-04-02 18:37:47 HTTPS connection to www.sierrachart.com:443 (16) | Initiating close of socket by core. | 2018-04-02 18:37:47 HTTPS connection to www.sierrachart.com:443 (16) | Received socket Close event. | 2018-04-02 18:37:47 HTTPS connection to www.sierrachart.com:443 (16) | Graceful close received or receive error. Shutdown complete. Closing socket now. | 2018-04-02 18:37:47 HTTPS connection to www.sierrachart.com:443 (16) | Closed. | 2018-04-02 18:37:47 CQG FIX: Connecting to fixapi.cqgtrader.com. Port: 6925. | 2018-04-02 18:37:48 CQG FIX socket (17) | Creating socket. Using TLS 1.2. | 2018-04-02 18:37:48 CQG FIX socket (17) | Connecting to IP: 208.48.16.214. | 2018-04-02 18:37:48 CQG FIX: Sending the Logon message. | 2018-04-02 18:37:49 CQG FIX socket (17) | Close event error. Windows error code 10053: An established connection was aborted by the software in your host machine. | 2018-04-02 18:38:07 * CQG FIX socket (17) | Socket gracefully closed by remote side. | 2018-04-02 18:38:08 CQG FIX socket (17) | Received socket Close event. | 2018-04-02 18:38:08 CQG FIX socket (17) | Initiating close of socket by core. | 2018-04-02 18:38:08 CQG FIX: Socket connection was closed without any logout messages sent or received. | 2018-04-02 18:38:08 CQG FIX socket (17) | Graceful close received or receive error. Shutdown complete. Closing socket now. | 2018-04-02 18:38:08 CQG FIX socket (17) | Closed. | 2018-04-02 18:38:08 CQG FIX Trading | Disconnected. | 2018-04-02 18:38:08 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2018-04-02 18:38:08 Select 'File >> Disconnect' to prevent further connection attempts. | 2018-04-02 18:38:08 CQG FIX Trading | Disconnected. | 2018-04-02 18:38:08 Will reconnect to the server in 3.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2018-04-02 18:38:08 CQG FIX: Connecting to fixapi.cqgtrader.com. Port: 6925. | 2018-04-02 18:38:11 CQG FIX socket (18) | Creating socket. Using TLS 1.2. | 2018-04-02 18:38:11 CQG FIX socket (18) | Connecting to IP: 208.48.16.214. | 2018-04-02 18:38:11 CQG FIX: Sending the Logon message. | 2018-04-02 18:38:11 |
| [2018-04-03 03:24:51] |
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We have numerous reports of CQG connection problems. This has been an ongoing issue with CQG. We need to tell CQG about this specific case. Tell us your CQG username and after that click on the "Hide" link at the lower right of the post. 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 |
| [2018-04-03 19:48:01] |
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Essentially there was nothing useful from CQG as usual. It has been unproductive contacting them. Either the problem is on their side and they are incapable of determining that, or it is somewhere else. Certainly it is not an issue within Sierra Chart itself. At the moment there is nothing we can do to help, other than we recommend contacting your broker and having them transfer you over to Rithmic: Rithmic Trading Platform Service 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: 2018-04-03 23:56:12
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| [2018-04-03 23:55:46] |
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Just wait before doing anything. We convinced CQG to look further into the problem on their side. And they are going to do that.
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 |
| [2018-04-04 00:08:11] |
| User190501 - Posts: 92 |
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Thanks for the update. In general I would kindly appreciate your open opinion. Is it worth switching and what are comparison factors? I need to trade without such challenges and I trust Sierra engineering blindly due to the experience in high programmability and elegant coding...
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| [2018-04-04 01:28:35] |
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No we would recommend staying with CQG if they can get the problem resolved. Our suspicion is, it is a firewall on their side which is affecting certain IPs intermittently probably due to denial of service algorithms. 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 |
| [2018-04-04 04:53:40] |
| User973005 - Posts: 8 |
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Ok, hope they can fix it ASAP, as both CQG FIX and WebAPI are not working from two different computers!
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| [2018-04-04 05:53:57] |
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Yes we hope so. We told them what we thought the problem is and they said they are going to look into 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 |
| [2018-04-04 05:56:13] |
| nicktrader - Posts: 665 |
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A friend of mine do have the same problem with SC/CQG/AMP. Parallel he is running NT8/CQG/AMP without any problem. On the other hand I am running SC/CQG/AMP without any problems (at the moment!!!). The problem should be resolved as soon as possible before others are affected. |
| [2018-04-04 06:21:42] |
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A friend of mine do have the same problem with SC/CQG/AMP. Parallel he is running NT8/CQG/AMP without any problem.
In regards to this, when both us and AMP test the affected users accounts, we do not encounter the same issue. Just to be clear, we are only testing the username without the password so we are not actually getting any access, but at least we are getting a definitive reliable response from the server which is not happening in the above Message Log. Also is NT using the CQG FIX server at the same IP address and using TLS 1.2. Probably not. Also the network communication core functionality which is used for this connection is the same functionality that is used for all network connections within Sierra Chart. This functionality is extensively used within Sierra Chart and on our servers and handles probably tens of thousands of connections a day without a problem. Why are only a handful of CQG users encountering a problem. FIX with TLS is also used with CTS without an issue. Nevertheless in the next Sierra Chart release we are adding additional logging to make sure there is no problem on the Sierra Chart side just to be sure. 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: 2018-04-04 06:22:51
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| [2018-04-05 21:03:52] |
| User973005 - Posts: 8 |
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Kindly inform the status of this ticket. The problem with the connection is still existing, did you receive any updates, or should I wait for the next SC release ?
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| [2018-04-05 21:37:42] |
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We intended to follow up on this today. We did put out a new release which has some additional logging. The version is 1729. Update with Help >> Download Prerelease: Software Download: Fast Update After you update, try connecting again to CQG and provide the Message Log with the Send for Analysis button on the Message Log and let us know you have done that. Whether this logging will be helpful or not, we do not know but it may give us more of a clue. Could you also try using the Sierra Chart market statistics data feed directly and let us know if you have any problem accessing that data: Sierra Chart Market Statistics: Using Market Statistics Data Feed 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: 2018-04-05 21:46:49
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| [2018-04-06 00:26:45] |
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We would like to look at this issue with remote assistance. Could you please set your telephone number here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo And let us know when that is done and we can call and look into this. Basically what we are going to do is just verify the problem and look at the additional logging. And then we want to test connecting to CTS FIX which also uses the same communication functions, FIX and TLS 1.2. If that connection succeeds where the server immediately indicates an invalid username or firm, then this is clearly an indication the issue is outside of 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: 2018-04-06 01:59:41
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| [2018-04-06 13:25:19] |
| User973005 - Posts: 8 |
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Updated Telephone number updated
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| [2018-04-06 13:59:01] |
| User973005 - Posts: 8 |
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I use two machines one at work and one at home.. @ work, I can log only to WebAPI , no login at all for FIX @ home both are not connecting and they have different behavior.... FIX doesn't enable connect at all... WebAPI connects and then shuts down the connection with this interesting log: "really very unreliable", I am not sure about they firewall IPs ... these are two machines under two different Internal ISPs and completely different IPs.... what is going on ? CQG WebAPI | WebSocket connected. | 2018-04-06 14:54:05 CQG WebAPI | Sending market data logon message. | 2018-04-06 14:54:05 CQG WebAPI | Base Time: 2018-03-31T18:22:52. 2018-03-31 18:22:52 | 2018-04-06 14:54:05 CQG WebAPI | Logon successful. Session Token = nEMtsjBNDZksycjq0esy3SYMlpRbsFeWdnwaKsBWQQwRZ/9qeAdS8r8xwDkD8M8VhaYogd4DVI0 | 2018-04-06 14:54:05 CQG WebAPI | Connected to data and trading server. | 2018-04-06 14:54:05 CQG WebAPI | Sending Trade Accounts request message. | 2018-04-06 14:54:05 CQG WebAPI | Brokerage name: AMP. Account Name: 112817 | 2018-04-06 14:54:05 CQG WebAPI | Sending collateral subscribe request. | 2018-04-06 14:54:05 File >> Disconnect selected. | 2018-04-06 14:54:06 CQG WebAPI | Sending Web API Logoff message. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Adding bytes from final send buffer from buffered socket: 17 | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Initiating close of socket by core. | 2018-04-06 14:54:06 CQG WebSocket | WebSocket closed. | 2018-04-06 14:54:06 CQG WebAPI | WebSocket closed. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Sending bytes from final send buffer: 17 | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Write in progress. Shutdown being delayed. | 2018-04-06 14:54:06 CQG WebAPI | Disconnected. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Write has completed. Shutdown being performed. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Shutdown started. Waiting for graceful close. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Socket gracefully closed by remote side. | 2018-04-06 14:54:06 CQG WebSocket socket (579) | Closed. | 2018-04-06 14:54:06 |
| [2018-04-06 17:56:42] |
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We called and left a message. It would be best that we call when you are home after the market close and we will look into this. Let us know when is a good time which meets that requirement. Not sure exactly where you are seeing: " really very unreliable". This does not originate from Sierra Chart itself. Would seem incredibly unlikely CQG is sending a message like that either. 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: 2018-04-06 17:58:31
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| [2018-04-06 18:45:34] |
| User973005 - Posts: 8 |
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Thanks for your call - what about 8:00 pm EST ?
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| [2018-04-06 18:54:27] |
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Yes, that would be fine.
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 |
| [2018-04-07 02:47:11] |
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For the record, we were not able to connect to CQG FIX because the CQG FIX server was down Friday evening. But we had repeated success connecting multiple times to CTS T4 FIX which indicates that this is not a Sierra Chart issue, as we would expect. Sunday evening we will look at the connection to CQG FIX again and look at the log to see if we can get a clue about the issue and advise CQG if there still is an outstanding problem. 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: 2018-04-07 02:53:03
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| [2018-04-10 00:36:30] |
| User190501 - Posts: 92 |
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I was expecting a call since market open Sunday..
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| [2018-04-10 00:40:25] |
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We apologize. We were thinking that you would contact us if there still is a connection problem and we will look at it Sunday evening. We can call 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 |
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