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Can't load a symbol or any chart

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[2018-12-20 11:09:13] #1 [Go To First Post]
User235891 - Posts: 26
Hey. I'm new to Sierra Chart, using my free trial to test if I can set up the charts I want via your platform. I'm looking to use a Numbers Bars chart-type with Deribit and BitMex exchanges(for bitcoin trading). I'm trying to set up Deribit first as there are less steps involved(no API access needed). Like I mentioned, it's the first time I'm using Sierra Chart so it's a fresh install. I'm following the below instructions to start set things up: Cryptocurrency / Bitcoin Data and Trading Services Steps #1 to #6 went smoothly, but then when I'm trying to open an Intraday Chart for the the "BTC-PERPETUAL-DBIT" symbol(step #7), I'm getting the following issues on the Message Log: Reading Internal Order ID file. \| 2018-12-20 17:36:18 Reading Trade Orders file. \| 2018-12-20 17:36:18 Reading Trade Positions file. \| 2018-12-20 17:36:18 Account Balance file. \| 2018-12-20 17:36:18 Listening on UDP port 22904. \| 2018-12-20 17:36:18 Software version: 1852 64-bit \| 2018-12-20 17:36:18 Usage end date: 2019-01-03 \| 2018-12-20 17:36:18 Enabled for: Advanced Features. \| 2018-12-20 17:36:18 Enabled for: Advanced Features 2. \| 2018-12-20 17:36:18 Enabled for: Sierra Chart Historical Data Service. \| 2018-12-20 17:36:18 Allow Support for Sierra Chart Data Feeds is enabled. \| 2018-12-20 17:36:18 Current selected Data/Trading service: Cryptocurrencies Data - DTC \| 2018-12-20 17:36:18 Chart Update Interval: 500 \| 2018-12-20 17:36:18 Time Zone: +07:00:00 (WIT+07) \| 2018-12-20 17:36:18 2018-12-20 17:36:17 Local computer time \| 2018-12-20 17:36:18 2018-12-20 10:36:17 Local computer time in UTC \| 2018-12-20 17:36:18 2018-12-20 17:36:17 Local computer time in SC Time Zone \| 2018-12-20 17:36:18 2018-12-20 10:36:16 Server time in UTC \| 2018-12-20 17:36:18 Local computer UTC time and Server UTC time difference: 1 seconds. \| 2018-12-20 17:36:18 Program path: C:\SierraChart\ \| 2018-12-20 17:36:18 Data Files path: C:\SierraChart\Data\ \| 2018-12-20 17:36:18 OS Version Number: 6.3 \| 2018-12-20 17:36:18 Locale Setting: C \| 2018-12-20 17:36:18 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll \| 2018-12-20 17:36:18 Checking for new symbol settings. Requested symbol settings MD5 for service code CryptocurrenciesData.dtc. Request ID: 1. \| 2018-12-20 17:36:18 HTTPS www.sierrachart.com:443 (4) \| Creating socket. Using TLS 1.2. \| 2018-12-20 17:36:18 HTTPS www.sierrachart.com:443 (4) \| Connecting to IP: 204.15.192.108. \| 2018-12-20 17:36:18 Received 5 login tokens. \| 2018-12-20 17:36:19 Symbol settings MD5 received. Request ID: 1. \| 2018-12-20 17:36:19 Symbol settings are up-to-date for CryptocurrenciesData.dtc. \| 2018-12-20 17:36:19 HTTPS www.sierrachart.com:443 (5) \| Creating socket. Using TLS 1.2. \| 2018-12-20 17:36:20 HTTPS www.sierrachart.com:443 (5) \| Connecting to IP: 204.15.192.108. \| 2018-12-20 17:36:20 HTTPS login.sierrachart.com:443 (1) \| Socket gracefully closed by remote side. \| 2018-12-20 17:36:22 HTTPS login.sierrachart.com:443 (1) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:36:22 HTTPS login.sierrachart.com:443 (1) \| Signaling to core to close socket \| 2018-12-20 17:36:22 HTTPS login.sierrachart.com:443 (1) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:36:22 HTTPS login.sierrachart.com:443 (1) \| Closed. \| 2018-12-20 17:36:22 HTTPS www.sierrachart.com:443 (2) \| Socket gracefully closed by remote side. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (2) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (2) \| Signaling to core to close socket \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (2) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (2) \| Closed. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (4) \| Socket gracefully closed by remote side. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (4) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (4) \| Signaling to core to close socket \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (4) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (4) \| Closed. \| 2018-12-20 17:36:24 Cryptocurrencies Data - DTC \| Connected to data server. \| 2018-12-20 17:36:24 HTTPS www.sierrachart.com:443 (5) \| Socket gracefully closed by remote side. \| 2018-12-20 17:36:26 HTTPS www.sierrachart.com:443 (5) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:36:26 HTTPS www.sierrachart.com:443 (5) \| Signaling to core to close socket \| 2018-12-20 17:36:26 HTTPS www.sierrachart.com:443 (5) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:36:26 HTTPS www.sierrachart.com:443 (5) \| Closed. \| 2018-12-20 17:36:26 BTC-PERPETUAL-DBIT 1 Min #1 \| Reloading chart. \| 2018-12-20 17:38:17 \| Caught an unhandled exception in AsyncWindowProc. Message: 1024, wParam: 0, lParam: 0. \| 2018-12-20 17:38:17 * SC DTC Data with Market Depth \| Starting real-time market data updates for: BTC-PERPETUAL-DBIT. ID: 1 \| 2018-12-20 17:38:17 SC DTC Data with Market Depth \| Connecting to the server ds4.sierracharts.com. Port 10048 \| 2018-12-20 17:38:17 SC DTC Data with Market Depth \| Requesting security definition data for: BTC-PERPETUAL-DBIT. ID: 1 \| 2018-12-20 17:38:17 Intraday data recording state for symbol BTC-PERPETUAL-DBIT is set to download 'Pending'. \| 2018-12-20 17:38:17 Delaying start of download for BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:17 DTC Client socket (1) \| Creating socket. \| 2018-12-20 17:38:17 DTC Client socket (1) \| Connecting to IP: 192.81.56.146. \| 2018-12-20 17:38:17 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:17 * SC DTC Data with Market Depth \| Connected to server. \| 2018-12-20 17:38:17 SC DTC Data with Market Depth \| Starting socket receive thread. \| 2018-12-20 17:38:17 SC DTC Data with Market Depth \| Sending encoding request to server: Binary VLS \| 2018-12-20 17:38:17 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:17 * SC DTC Data with Market Depth \| Setting DTC encoding to Binary VLS \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Sending logon request message. \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Received logon response. \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Server Name: SC Realtime Server. \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Server protocol version: 8. Client protocol version: 8 \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Successfully connected. \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Trading is not supported. \| 2018-12-20 17:38:18 SC DTC Data with Market Depth \| Restarting real-time data updates for symbol: BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:18 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:18 * SC DTC Data with Market Depth \| Received security definition for symbol BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:18 HD Request # 2 \| Downloading Intraday chart data for BTC-PERPETUAL-DBIT to the file BTC-PERPETUAL-DBIT.scid. Service: deribit.data \| 2018-12-20 17:38:23 HD Request # 2 \| Download start date-time: 2018-12-20 17:24:25.000 \| 2018-12-20 17:38:23 HD Request # 2 \| Using server: ds4.sierracharts.com port 10150 \| 2018-12-20 17:38:23 Socket (3) \| Creating socket. \| 2018-12-20 17:38:23 Socket (3) \| Connecting to IP: 192.81.56.146. \| 2018-12-20 17:38:23 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:23 * HD Request # 2 \| Setting DTC encoding to Binary VLS \| 2018-12-20 17:38:24 HD Request # 2 \| Sending historical data logon request message. \| 2018-12-20 17:38:24 HD Request # 2 \| Requesting Intraday data. Start date-time: 2018-12-20 17:24:25. Record interval: 0. Symbol: BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:24 HD Request # 2 \| Decompressing data. \| 2018-12-20 17:38:25 HD Request # 2 \| Receiving Intraday data for BTC-PERPETUAL-DBIT starting at 2018-12-20 17:24:25 \| 2018-12-20 17:38:25 HD Request # 2 \| Timestamp of first Intraday data file record written: 2018-12-20 17:24:51 \| 2018-12-20 17:38:25 Socket (3) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:38:25 Socket (3) \| Signaling to core to close socket \| 2018-12-20 17:38:25 Socket (3) \| Shutdown started. Waiting for graceful close. \| 2018-12-20 17:38:25 Historical data download thread signaled to stop. \| 2018-12-20 17:38:25 HD Request # 2 \| Received 510 records from 2018-12-20 17:24:25 to 2018-12-20 17:38:23 (14.0 minutes) and wrote 509 records for BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:25 Added 9 Time and Sales records to Intraday data file for BTC-PERPETUAL-DBIT after download. \| 2018-12-20 17:38:25 HD Request # 2 \| Completion time: 1s \| 2018-12-20 17:38:25 HD Request # 2 \| Intraday data download complete for BTC-PERPETUAL-DBIT. Unique request ID: 1 \| 2018-12-20 17:38:25 Removed historical data download ID 1 \| 2018-12-20 17:38:25 Real-time Intraday chart data file updates started for BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:25 Intraday chart data file opened for BTC-PERPETUAL-DBIT \| 2018-12-20 17:38:25 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:25 * Socket (3) \| Socket gracefully closed by remote side. \| 2018-12-20 17:38:25 Socket (3) \| Closed. \| 2018-12-20 17:38:25 Opened cached Intraday file: C:\SierraChart\Data\BTC-PERPETUAL-DBIT.scid \| 2018-12-20 17:38:27 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:38:30 * I also tried opening Sierra Chart in Safe mode and going threw the same instructions, ending up with pretty much the same issue: Reading Internal Order ID file. \| 2018-12-20 17:51:40 Reading Trade Orders file. \| 2018-12-20 17:51:40 Reading Trade Positions file. \| 2018-12-20 17:51:40 Account Balance file. \| 2018-12-20 17:51:40 Listening on UDP port 22904. \| 2018-12-20 17:51:40 Software version: 1852 64-bit \| 2018-12-20 17:51:40 Safe Mode enabled \| 2018-12-20 17:51:40 Usage end date: 2019-01-03 \| 2018-12-20 17:51:40 Enabled for: Advanced Features. \| 2018-12-20 17:51:40 Enabled for: Advanced Features 2. \| 2018-12-20 17:51:40 Enabled for: Sierra Chart Historical Data Service. \| 2018-12-20 17:51:40 Allow Support for Sierra Chart Data Feeds is enabled. \| 2018-12-20 17:51:40 Current selected Data/Trading service: Cryptocurrencies Data - DTC \| 2018-12-20 17:51:40 Chart Update Interval: 500 \| 2018-12-20 17:51:40 Time Zone: +07:00:00 (WIT+07) \| 2018-12-20 17:51:40 2018-12-20 17:51:40 Local computer time \| 2018-12-20 17:51:40 2018-12-20 10:51:40 Local computer time in UTC \| 2018-12-20 17:51:40 2018-12-20 17:51:40 Local computer time in SC Time Zone \| 2018-12-20 17:51:40 2018-12-20 10:51:39 Server time in UTC \| 2018-12-20 17:51:40 Local computer UTC time and Server UTC time difference: 0 seconds. \| 2018-12-20 17:51:40 Program path: C:\SierraChart\ \| 2018-12-20 17:51:40 Data Files path: C:\SierraChart\Data\ \| 2018-12-20 17:51:40 OS Version Number: 6.3 \| 2018-12-20 17:51:40 Locale Setting: C \| 2018-12-20 17:51:40 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll \| 2018-12-20 17:51:40 HTTPS www.sierrachart.com:443 (4) \| Creating socket. Using TLS 1.2. \| 2018-12-20 17:51:40 HTTPS www.sierrachart.com:443 (4) \| Connecting to IP: 204.15.192.108. \| 2018-12-20 17:51:40 Checking for new symbol settings. Requested symbol settings MD5 for service code CryptocurrenciesData.dtc. Request ID: 1. \| 2018-12-20 17:51:40 Symbol settings MD5 received. Request ID: 1. \| 2018-12-20 17:51:41 Symbol settings are up-to-date for CryptocurrenciesData.dtc. \| 2018-12-20 17:51:41 Received 5 login tokens. \| 2018-12-20 17:51:42 HTTPS www.sierrachart.com:443 (5) \| Creating socket. Using TLS 1.2. \| 2018-12-20 17:51:42 HTTPS www.sierrachart.com:443 (5) \| Connecting to IP: 204.15.192.108. \| 2018-12-20 17:51:42 HTTPS login.sierrachart.com:443 (1) \| Socket gracefully closed by remote side. \| 2018-12-20 17:51:45 HTTPS login.sierrachart.com:443 (1) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:51:45 HTTPS login.sierrachart.com:443 (1) \| Signaling to core to close socket \| 2018-12-20 17:51:45 HTTPS login.sierrachart.com:443 (1) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:51:45 HTTPS login.sierrachart.com:443 (1) \| Closed. \| 2018-12-20 17:51:45 HTTPS www.sierrachart.com:443 (4) \| Socket gracefully closed by remote side. \| 2018-12-20 17:51:46 HTTPS www.sierrachart.com:443 (4) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:51:46 HTTPS www.sierrachart.com:443 (4) \| Signaling to core to close socket \| 2018-12-20 17:51:46 HTTPS www.sierrachart.com:443 (4) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:51:46 HTTPS www.sierrachart.com:443 (4) \| Closed. \| 2018-12-20 17:51:46 HTTPS www.sierrachart.com:443 (2) \| Socket gracefully closed by remote side. \| 2018-12-20 17:51:47 HTTPS www.sierrachart.com:443 (2) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:51:47 HTTPS www.sierrachart.com:443 (2) \| Signaling to core to close socket \| 2018-12-20 17:51:47 HTTPS www.sierrachart.com:443 (2) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:51:47 HTTPS www.sierrachart.com:443 (2) \| Closed. \| 2018-12-20 17:51:47 Cryptocurrencies Data - DTC \| Connected to data server. \| 2018-12-20 17:51:47 HTTPS www.sierrachart.com:443 (5) \| Socket gracefully closed by remote side. \| 2018-12-20 17:51:49 HTTPS www.sierrachart.com:443 (5) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:51:49 HTTPS www.sierrachart.com:443 (5) \| Signaling to core to close socket \| 2018-12-20 17:51:49 HTTPS www.sierrachart.com:443 (5) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-20 17:51:49 HTTPS www.sierrachart.com:443 (5) \| Closed. \| 2018-12-20 17:51:49 SC DTC Data with Market Depth \| Connecting to the data feed for symbols query. \| 2018-12-20 17:52:13 SC DTC Data with Market Depth \| Connecting to the server ds4.sierracharts.com. Port 443 \| 2018-12-20 17:52:13 DTC Client socket (1) \| Creating socket. \| 2018-12-20 17:52:13 DTC Client socket (1) \| Connecting to IP: 192.81.56.146. \| 2018-12-20 17:52:13 SC DTC Data with Market Depth \| Connected to server. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Starting socket receive thread. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Sending encoding request to server: Binary VLS \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Setting DTC encoding to Binary VLS \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Sending logon request message. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Received logon response. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Server Name: SC Realtime Server. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Server protocol version: 8. Client protocol version: 8 \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Successfully connected. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Trading is not supported. \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Sending symbols for exchange request. Exchange: deribit.data \| 2018-12-20 17:52:14 SC DTC Data with Market Depth \| Received 207 symbols for symbols exchange (deribit.data) request. \| 2018-12-20 17:52:15 Thread finished \| 2018-12-20 17:52:18 BTC-PERPETUAL-DBIT 1 Min #1 \| Reloading chart. \| 2018-12-20 17:52:20 \| Caught an unhandled exception in AsyncWindowProc. Message: 1024, wParam: 0, lParam: 0. \| 2018-12-20 17:52:20 * SC DTC Data with Market Depth \| Starting real-time market data updates for: BTC-PERPETUAL-DBIT. ID: 1 \| 2018-12-20 17:52:21 SC DTC Data with Market Depth \| Requesting security definition data for: BTC-PERPETUAL-DBIT. ID: 1 \| 2018-12-20 17:52:21 Intraday data recording state for symbol BTC-PERPETUAL-DBIT is set to download 'Pending'. \| 2018-12-20 17:52:21 Delaying start of download for BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:21 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:21 * SC DTC Data with Market Depth \| Received security definition for symbol BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:21 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:21 * BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:22 * HD Request # 2 \| Downloading Intraday chart data for BTC-PERPETUAL-DBIT to the file BTC-PERPETUAL-DBIT.scid. Service: deribit.data \| 2018-12-20 17:52:26 HD Request # 2 \| Download start date-time: 2018-12-20 17:50:43.000 \| 2018-12-20 17:52:26 HD Request # 2 \| Using server: ds4.sierracharts.com port 10150 \| 2018-12-20 17:52:26 Socket (2) \| Creating socket. \| 2018-12-20 17:52:26 Socket (2) \| Connecting to IP: 192.81.56.146. \| 2018-12-20 17:52:26 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:26 * HD Request # 2 \| Setting DTC encoding to Binary VLS \| 2018-12-20 17:52:27 HD Request # 2 \| Sending historical data logon request message. \| 2018-12-20 17:52:27 HD Request # 2 \| Requesting Intraday data. Start date-time: 2018-12-20 17:50:43. Record interval: 0. Symbol: BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:27 HD Request # 2 \| Decompressing data. \| 2018-12-20 17:52:27 HD Request # 2 \| Receiving Intraday data for BTC-PERPETUAL-DBIT starting at 2018-12-20 17:50:43 \| 2018-12-20 17:52:27 HD Request # 2 \| Timestamp of first Intraday data file record written: 2018-12-20 17:51:05 \| 2018-12-20 17:52:27 Socket (2) \| Max send buffers used during socket life: 1 \| 2018-12-20 17:52:27 Socket (2) \| Signaling to core to close socket \| 2018-12-20 17:52:27 Socket (2) \| Shutdown started. Waiting for graceful close. \| 2018-12-20 17:52:27 Historical data download thread signaled to stop. \| 2018-12-20 17:52:27 HD Request # 2 \| Received 90 records from 2018-12-20 17:50:43 to 2018-12-20 17:52:17 (94.0 seconds) and wrote 88 records for BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:27 HD Request # 2 \| Completion time: 2s \| 2018-12-20 17:52:27 HD Request # 2 \| Intraday data download complete for BTC-PERPETUAL-DBIT. Unique request ID: 1 \| 2018-12-20 17:52:27 Removed historical data download ID 1 \| 2018-12-20 17:52:27 Real-time Intraday chart data file updates started for BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:27 Intraday chart data file opened for BTC-PERPETUAL-DBIT \| 2018-12-20 17:52:27 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:27 * Socket (2) \| Socket gracefully closed by remote side. \| 2018-12-20 17:52:28 Socket (2) \| Closed. \| 2018-12-20 17:52:28 Opened cached Intraday file: C:\SierraChart\Data\BTC-PERPETUAL-DBIT.scid \| 2018-12-20 17:52:31 BTC-PERPETUAL-DBIT [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-20 17:52:32 * I also attach a screenshot of how the platform looks like after the issue occur: http://oi63.tinypic.com/1h5p8k.jpg At this point(i.e. after trying to open an Intraday Chart and getting the issues), clicking anywhere on the chartbook creates another "Caught an unhandled exception" line in the Message Log. The Loading process is 'frozen' on this given % without progressing any more, and clicking "Click to cancel" doesn't work. Despite that, the platform isn't frozen as it keep creating new "Caught an unhandled exception" lines when I click anywhere on the chartbook, and the DF, BR and time values keep changing on the platform header(and on the green area). Re-opening the platform and going threw the same instructions again produce the same issue, but the "Loading %" is at different value % every time. I also tried changing the value in "Intraday Data Storage Time Unit" from "1 second" to "1 tick", and I still get the same issue. Beside that, it's a completely fresh install and I didn't change any setting anywhere(I only did what the above instruction guide tells you to do). I'm using Windows 8.1, and I tried the obvious things like restarting Sierra Chart, restarting my computer, and even re-installing Sierra Chart. Can you please help me fix it? Thanks.

[2018-12-20 17:56:59] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Based on what we see you apparently seem to be affected by graphics exception issue occurring at the operating system level. Surprising to see this because we do not have any other user experiencing this. We really do not have any advice at this time. It is going to be a system specific issue. If you don't mind you could switch to Windows 7. You could also update to Windows 10. Although the first step is to update your video drivers. And see if that helps. We have seen issues like this in the past related to a particular Windows 10 update but we were able to work around it, and have not seen anything since other than one incident but in general this is rare. We definitely think if you do a Windows downgrade or update, or update the video drivers you have a very good chance of avoiding 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 Date Time Of Last Edit: 2018-12-20 17:59:06

[2018-12-20 19:03:18] #3 [Go To First Post]
User235891 - Posts: 26
I've updated my video drivers and the issue remained. My graphic card is NVIDIA GeForce GT 750M (it's on a laptop). Updating/downgrading Windows is not really an option at the moment. Are there any other things you can think of that I can try doing in order to fix this issue? Thanks.

[2018-12-20 19:13:30] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
The most we can do from our side is add some more exception handling but that's really not a solution. It only helps to isolate the issue. There's always a chance this is an issue within Sierra Chart but that is a very small chance especially being this is something that our large user base just does not experience. Can you try a different computer? 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

[2018-12-21 12:07:11] #5 [Go To First Post]
User235891 - Posts: 26
1. A different computer will probably work, but that's even a worse solution for me than upgrading to windows 10 as I don't plan to buy a new computer at the moment. 2. Are there any other things I can try on my current computer with my current windows copy that you think MIGHT work? Anything you can think of, i'll try. 3. You said you believe the issue occur due to graphic issue... in this case, why does adding some more exception handling(or any other way) on your side won't fix the issue? I doubt the graphics going to be a limiting factor (it's good enough video card, and it's from a major brand) ***If I should provide any more information, just let me know.

[2018-12-21 18:18:47] #6 [Go To First Post]
User972321 - Posts: 4
Hi, I am facing to something similar. The problem started probably with windows update (feature update to Windows 10, version 1809) + fresh install of Sierra 1852. Chart loading is stuck at 99.7% (was trying do delete all data and reload, but nothing helps). Checking for new symbol settings. Requested symbol settings MD5 for service code bitmex.exchange.trading. Request ID: 1. \| 2018-12-21 18:14:25 HTTPS www.sierrachart.com:443 (4) \| Creating socket. Using TLS 1.2. \| 2018-12-21 18:14:25 HTTPS www.sierrachart.com:443 (4) \| Connecting to IP: 204.15.192.108. \| 2018-12-21 18:14:25 Symbol settings MD5 received. Request ID: 1. \| 2018-12-21 18:14:26 Symbol settings are up-to-date for bitmex.exchange.trading. \| 2018-12-21 18:14:26 Received 5 login tokens. \| 2018-12-21 18:14:26 HTTPS www.sierrachart.com:443 (5) \| Creating socket. Using TLS 1.2. \| 2018-12-21 18:14:27 HTTPS www.sierrachart.com:443 (5) \| Connecting to IP: 204.15.192.108. \| 2018-12-21 18:14:27 HTTPS login.sierrachart.com:443 (1) \| Socket gracefully closed by remote side. \| 2018-12-21 18:14:29 HTTPS login.sierrachart.com:443 (1) \| Max send buffers used during socket life: 1 \| 2018-12-21 18:14:29 HTTPS login.sierrachart.com:443 (1) \| Signaling to core to close socket \| 2018-12-21 18:14:29 HTTPS login.sierrachart.com:443 (1) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-21 18:14:29 HTTPS login.sierrachart.com:443 (1) \| Closed. \| 2018-12-21 18:14:29 HTTPS www.sierrachart.com:443 (4) \| Socket gracefully closed by remote side. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (4) \| Max send buffers used during socket life: 1 \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (4) \| Signaling to core to close socket \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (4) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (4) \| Closed. \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Connecting to URI www.bitmex.com/realtime/WebSocket \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Connecting to WebSocket server. \| 2018-12-21 18:14:31 BitMEX Trading Direct socket (1) \| Creating socket. Using TLS 1.2. \| 2018-12-21 18:14:31 BitMEX Trading Direct socket (1) \| Connecting to IP: 54.246.214.15. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (2) \| Socket gracefully closed by remote side. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (2) \| Max send buffers used during socket life: 1 \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (2) \| Signaling to core to close socket \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Opening WebSocket. \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Sending WebSocket handshake. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (2) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (2) \| Closed. \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. HTTP/1.1 101 Switching Protocols \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Date: Fri, 21 Dec 2018 18:14:31 GMT \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Connection: upgrade \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Set-Cookie: AWSALB=FgBCwVsC5sVyDDmOw48aUwbeX+RaQsmU6AxRm8aopqqqMeTFydtm8TMIZr/r8UCAlFQzCNkDD90vixLpbKRtJ2sXtNV+cCIKXQE/saxVCgckr5oUynjuWPKIXtAJ; Expires=Fri, 28 Dec 2018 18:14:31 GMT; Path=/ \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Upgrade: websocket \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Sec-WebSocket-Accept: 06vn3NqzALT/KlL/cGZkc4shHvI= \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Sec-WebSocket-Version: 13 \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. WebSocket-Server: uWebSockets \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. Strict-Transport-Security: max-age=31536000; includeSubDomains \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Header line. \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Web socket state is now open. \| 2018-12-21 18:14:31 BitMEX Trading Direct \| Connected to data and trading server. \| 2018-12-21 18:14:31 HTTPS www.sierrachart.com:443 (5) \| Socket gracefully closed by remote side. \| 2018-12-21 18:14:33 HTTPS www.sierrachart.com:443 (5) \| Max send buffers used during socket life: 1 \| 2018-12-21 18:14:33 HTTPS www.sierrachart.com:443 (5) \| Signaling to core to close socket \| 2018-12-21 18:14:33 HTTPS www.sierrachart.com:443 (5) \| Graceful close received or receive error. Shutdown complete. Closing socket now. \| 2018-12-21 18:14:33 HTTPS www.sierrachart.com:443 (5) \| Closed. \| 2018-12-21 18:14:33 HTTPS www.bitmex.com:443 (2) \| Creating socket. Using TLS 1.2. \| 2018-12-21 18:14:36 HTTPS www.bitmex.com:443 (2) \| Connecting to IP: 54.246.214.15. \| 2018-12-21 18:14:36 XBTUSD-BMEX 1 Min #1 \| Reloading chart. \| 2018-12-21 18:14:54 SC DTC Data with Market Depth \| Starting real-time market data updates for: XBTUSD-BMEX. ID: 1 \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Connecting to the server ds4.sierracharts.com. Port 10048 \| 2018-12-21 18:14:55 DTC Client socket (3) \| Creating socket. \| 2018-12-21 18:14:55 DTC Client socket (3) \| Connecting to IP: 192.81.56.146. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Requesting security definition data for: XBTUSD-BMEX. ID: 1 \| 2018-12-21 18:14:55 Intraday data recording state for symbol XBTUSD-BMEX is set to download 'Pending'. \| 2018-12-21 18:14:55 Delaying start of download for XBTUSD-BMEX \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Connected to server. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Starting socket receive thread. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Sending encoding request to server: Binary VLS \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Setting DTC encoding to Binary VLS \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Sending logon request message. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Received logon response. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Server Name: SC Realtime Server. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Server protocol version: 8. Client protocol version: 8 \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Successfully connected. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Trading is not supported. \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Restarting real-time data updates for symbol: XBTUSD-BMEX \| 2018-12-21 18:14:55 SC DTC Data with Market Depth \| Received security definition for symbol XBTUSD-BMEX \| 2018-12-21 18:14:55 HD Request # 2 \| Downloading Intraday chart data for XBTUSD-BMEX to the file XBTUSD-BMEX.scid. Service: bitmex \| 2018-12-21 18:15:00 HD Request # 2 \| Download start date-time: 2018-12-21 18:14:08.000 \| 2018-12-21 18:15:00 HD Request # 2 \| Using server: ds4.sierracharts.com port 10149 \| 2018-12-21 18:15:00 Socket (4) \| Creating socket. \| 2018-12-21 18:15:00 Socket (4) \| Connecting to IP: 192.81.56.146. \| 2018-12-21 18:15:00 HD Request # 2 \| Setting DTC encoding to Binary VLS \| 2018-12-21 18:15:00 HD Request # 2 \| Sending historical data logon request message. \| 2018-12-21 18:15:00 HD Request # 2 \| Requesting Intraday data. Start date-time: 2018-12-21 18:14:08. Record interval: 0. Symbol: XBTUSD-BMEX \| 2018-12-21 18:15:01 HD Request # 2 \| Decompressing data. \| 2018-12-21 18:15:01 HD Request # 2 \| Receiving Intraday data for XBTUSD-BMEX starting at 2018-12-21 18:14:08 \| 2018-12-21 18:15:01 HD Request # 2 \| Timestamp of first Intraday data file record written: 2018-12-21 18:14:08 \| 2018-12-21 18:15:01 Socket (4) \| Max send buffers used during socket life: 1 \| 2018-12-21 18:15:01 Socket (4) \| Signaling to core to close socket \| 2018-12-21 18:15:01 Socket (4) \| Shutdown started. Waiting for graceful close. \| 2018-12-21 18:15:01 Historical data download thread signaled to stop. \| 2018-12-21 18:15:01 HD Request # 2 \| Received 432 records from 2018-12-21 18:14:08 to 2018-12-21 18:14:59 (51.0 seconds) and wrote 429 records for XBTUSD-BMEX \| 2018-12-21 18:15:01 HD Request # 2 \| Completion time: 0s \| 2018-12-21 18:15:01 HD Request # 2 \| Intraday data download complete for XBTUSD-BMEX. Unique request ID: 1 \| 2018-12-21 18:15:01 Removed historical data download ID 1 \| 2018-12-21 18:15:01 Real-time Intraday chart data file updates started for XBTUSD-BMEX \| 2018-12-21 18:15:01 Intraday chart data file opened for XBTUSD-BMEX \| 2018-12-21 18:15:01 Socket (4) \| Socket gracefully closed by remote side. \| 2018-12-21 18:15:01 Socket (4) \| Closed. \| 2018-12-21 18:15:01 Opened cached Intraday file: C:\SierraChart\Data\XBTUSD-BMEX.scid \| 2018-12-21 18:15:04 \| Caught an unhandled exception in AsyncWindowProc. Message: 1024, wParam: 0, lParam: 0. \| 2018-12-21 18:15:07 * XBTUSD-BMEX [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-21 18:15:18 * XBTUSD-BMEX [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-21 18:15:19 * XBTUSD-BMEX [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-21 18:15:22 * XBTUSD-BMEX [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-21 18:15:22 * XBTUSD-BMEX [M] 1 Min #1 \| Caught an unhandled exception in c_Chart::WindowProc. Message: 15, wParam: 0, lParam: 0 \| 2018-12-21 18:15:23 *

[2018-12-21 18:20:17] #7 [Go To First Post]
User235891 - Posts: 26
It seems like the guy from this thread is also experiencing the same issue: Unable to open a chart (find symbol)

[2018-12-21 18:31:29] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
2. We are not aware of what you can do. 3. We are not going to get into a technical discussion over this. And yes we can see there are 2 other users having the same issue. Probably due to some Windows update. 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

[2018-12-21 19:08:33] #9 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Upon further review this could be a problem related to a change we made in Sierra Chart related to the font manager. We are going to revert that and see if it resolves the problem. This will be in release 1853 coming out in about a day. 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

[2018-12-21 19:34:04] #10 [Go To First Post]
User972321 - Posts: 4
Version 1849 is working fine even with the latest windows update. Thanks for your great work.

[2018-12-21 20:39:39] #11 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Okay but that really is not conclusive. This probably tells us that the issue is not on our side. And we probably could not solve this but we will see. 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: 2018-12-21 20:39:55

[2018-12-21 21:32:08] #12 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We think we found the problem. This is not graphics related and is not an operating system problem. We were mistaken about that. We will have a new release out in about an hour. Look for version 1853. 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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