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Direct MessagesDate/Time: Fri, 19 Apr 2024 06:21:39 +0000
Platform freeze -
View Count: 1997
| [2019-04-17 03:44:58] |
| User745789 - Posts: 173 |
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Sorry for the long-form here, but I am trying to troubelshoot the cause of this problem. I have a Chartbook with numerous charts. Many of which exist to help me understand the various configs options and functions within SC. It is an experimental chartbook as I trial SC for my business use. Yesterday I created some new intraday charts. "Intraday Data Storage Time Unit" was already set to tick, and it was taking maybe 10 minutes to download data. I changed to minutes, and it was very fast. After creating the charts I reverted back to ticks. Ever since then, the Alert Manager keeps popping up to tell me that historical data is being downloaded. I do not know if this is related to the issue. Another change I made yesterday was for the symbol MJNK. It has an incorrect default RTH session start of 0900hrs, I assume from CQG? I changed it to 0845hrs, the correct futures open on the OSE exchange. This session time change seems associated with the issue. That was all yesterday afternoon. Then this morning at exactly 08:59:59, SC froze - "Not Responding". Exactly at the second the cash market for MJNK opens. I already had MJNK data coming onto my DOM from the 0845am futures open. I was attempting to trade the cash open in SIM, so this was not convenient. I have a screen shot of the title bar showing the exact freeze time and "Not Responding". Most of the charts and DOM in this Chartbook have the symbol MJNK displayed. The platform freeze seems linked to the session times change I made the previous day (after the open). However I did a "Full Reset" of symbol settings and the issue persisted. And other Chartbooks with MJNK symbol open just fine. So I am not sure the session start time is related to the freeze? 5 mins before the freeze the Alert Manager popped up and I noted some message along the lines of "...chart X will be rebuilt because chart Y requested it..." I do not recall much more than that. I can force SC to shutdown and reopen another chartbook without issue. Something is wrong with one specific chartbook. Could you please help me get it to open again if I send it to you privately? I would like to make future use of the experimental settings I created. I would also like to know what caused this issue so that it never happens again in real trading, should I go ahead with SC as my new platform. I now suspect it was switching between tick and minutes for global Intraday Storage Time Unit Settings. Please understand that the offending chartbook contains a lot of experimentation as I try to work out the configurations and solutions available to me in SC. It is likely that I accidentally did something unusual and this has caused the issue. |
| [2019-04-17 04:01:01] |
| User839162 - Posts: 82 |
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I figured I should chime in and help you out. I don't trade MJNK anymore, but when I was trading it about a month ago I was experiencing the same issue. Sierra would freeze at exactly the time you have above (08:59:59) and I had the exact same start time as you (08:45:00). One thing that I thought of but never tried is changing the Session Start Time under Global Settings>Symbol Settings>F.US.MJNK?##>Intraday>. Good luck. |
| [2019-04-17 04:16:15] |
| User745789 - Posts: 173 |
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I do appreciate you chiming in. I had changed the session time in global setting, like you thought of [it also has the evening end time wrong.] I'm going to make a test Chartbook, set session to the correct time in Global Settings. Then sit and watch it at 08:59:59 tomorrow.... when I should be trading. This is the 3rd data provider/platform that has the wrong session times for MJNK. Each of them have it wrong in a different way. Every time I fix it, there seems to be an ancillary problem. |
| [2019-04-17 04:21:27] |
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Are you using the Market Depth Historical Graph study? The problem may be related to that. We have had reports of this issue but it is not a frequent occurrence and we have been unable to determine the cause but we do think it is related to the study. We are going to continue to monitor for this and determine the cause and resolve. 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: 2019-04-17 04:21:48
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| [2019-04-17 04:30:30] |
| User745789 - Posts: 173 |
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Hi SC, yes, one of my charts has that study. Also, an update: a few hours after the 08:59:59 freeze with the one offending Chartbook, I am now able to open that Chartbook. I was unable to open it in the many attempts in the 30 minutes which followed 08:59:59. SC simply froze. Some things that changed in that time while working with a new Chartbook (with no studies): - "Intraday Data Storage Time Unit" to 1 second. - I did a "Delete and Download Data" for MJNK... but in a different Chartbook obviously. |
| [2019-04-17 19:37:46] |
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Provide that Chartbook by following these instructions here: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile 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 |
| [2019-04-17 21:50:08] |
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We really would like to schedule a remote assistance session with you to look into this and then gather the necessary files so we can definitively resolve it. Let us know what would be a good time in your time zone.
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: 2019-04-17 21:50:15
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| [2019-04-18 01:03:04] |
| User745789 - Posts: 173 |
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I have attached the chartbook as requested. Please understand that it is a just a sandbox in which I have likely configured some kind of illogical or conflicting situation. Not on purpose, but as a byproduct of rolling education and experimenting with what is possible within SC. Thank you for your effort to research the issue with a remote session. How about the next instance of 11pm GMT? Update: - today I had a duplicate of the freezing chartbook running. It did not have the Market Depth Historical Graph study. That was the only difference to the chartbook which froze yesterday. At 08:59:59 today my system did not freeze. - MJNK root was set to the correct OSE trading hours: 0845 open. - Intraday Storage Time Unit was 1 tick (which surprised me as I thought I had changed it to 1 second yesterday) - in the 30 mins after platform start this AM, I was not getting regular "downloading historical data" style messages on my screen. I was getting many yesterday AM before the freeze. I also Alert Manager attached. - I do not have AUDJPY loaded in any any form, never have in within SC. Not sure if this activity is normal behavior. Just mentioning all I see. - "Opening Cached Depth file"... note time v.s. yesterday freeze time. Among my studies, I might have set something to calculates from 0900hr. Date Time Of Last Edit: 2019-04-18 01:04:39
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Private File Private File |
| [2019-04-18 06:23:24] |
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We are testing your Chartbook now. Have you ever used the prerelease? We did run into an exception when testing your Chartbook because it had detached charts. We did fix that problem. We also see the same exception in your Message Log that you posted. It is likely that I accidentally did something unusual and this has caused the issue. No, you did not do anything wrong. There is some issue we need to resolve. One of the problems has been fixed but we suspect there is still another one causing the freezing condition unless it related to that exception.
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: 2019-04-18 06:24:44
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| [2019-04-18 06:53:59] |
| User745789 - Posts: 173 |
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Thanks for looking into my mess. Not sure what the prerelease is so can not reply to that. |
| [2019-04-18 06:56:21] |
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In regards to the remote assistance session, it is best we look at the issue when you have it again. So at that time just post a message here and we will follow up. Make sure your current telephone number is here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo 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: 2019-04-18 06:56:49
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| [2019-04-18 07:18:27] |
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Could you also enable Global Settings >> General Settings >> General 2 >>Save Message Log to File.
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 |
| [2019-04-18 07:54:58] |
| User745789 - Posts: 173 |
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10/4 to all of that. Will try for the crash again at 9am Japan time on Friday. Midnight GMT. |
| [2019-04-18 17:08:07] |
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Okay good, just let us know. We will keep your trial active until we determine the 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 |
| [2019-04-19 00:03:32] |
| User745789 - Posts: 173 |
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I have another freeze for you :) 09:00:00, same situation as last time. I have not touched a thing on the machine since the SC freeze except to stop the screen recorder. Using another pc to type this. You are welcome to take a look. |
| [2019-04-19 02:24:30] |
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User has been called and we spent time looking into the issue and we determined what the problem is. It is not totally clear at this point what is triggering it but we do see what is going wrong. We should have an initial solution ready in about an hour. We need to examine this more comprehensively to implement a more proper solution once we have a full understanding of why the problem is occurring to begin with, and we will have this done in the next day. For the record, this has been reported several times to us, by users in the last couple of months. So far no one has been open to giving us any further information or been open to a remote assistance session like this user has been. Now that we have the opportunity to get what we need, we determined the problem in about an hour. The problem relates to repetitively trying to load the same market depth historical graph file over and over again. It might be due to a faulty timestamp coming in from the 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: 2019-04-19 02:25:49
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| [2019-04-19 03:26:16] |
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We are releasing version 1906 which implements the initial resolution of the issue.
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 |
| [2019-04-19 09:11:25] |
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Clearly this problem was not good when it froze the trading platform during the market open. While problems like this are very rare in Sierra Chart, and once we become aware of them we will correct them quickly, assuming we get the cooperation of the affected users if needed like you were willing to do, one way to avoid any type of possibility like this is to use two instances of Sierra Chart. One for trading which is the main instance and then all the charting can be done in a sub instance. We explain this here: Sierra Chart Configuration for Most Low Response Time Trading/Chart Updates In general it is best to do trading from an instance which is not used for any advanced charting. Advanced charting should be left for sub instances. 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: 2019-04-19 09:12:05
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| [2019-04-19 10:47:50] |
| User745789 - Posts: 173 |
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I'm happy have helped with remote access sessions today. I'm a small trading business nobody, but I still see the platform I use as a business partner. Things can go wrong on any platform, for many reasons. What matters to me is how the platform team deals with the problem. In this case SC took ownership, action, solution. Done. The dual installation is a great idea. One for trading, and one for sandbox, analysis, research. I'll test the update version on MJNK open next week and report. Thank you. |
| [2019-04-20 00:58:33] |
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For the record the problem is resolved in version 1906. In version 1907 which has been replaced by version 1908, the problem is not resolved because we used a different method to resolve the issue but later realized it would not solve the problem. And it is resolved in version 1908. 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: 2019-04-20 00:59:31
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| [2019-04-22 02:35:05] |
| User745789 - Posts: 173 |
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Update: Testing the same chartbook as last week's problems: no freeze at 09:00:00 on MJNK on Monday open using v1908.
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| [2019-04-22 03:27:18] |
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Good.
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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