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Data/Trade Service Settings - Not enabled on package

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[2019-05-10 04:27:29] #1 [Go To First Post]
User359218 - Posts: 1
Hello, for all the connection items in the Service dropdown say "Not enabled on package". I am AMP/CQG customer - how do i enable this? I read through the documentation for AMP/CQG but it doenst say anything about how to enable the connection.

[2019-05-10 14:52:22] #2 [Go To First Post]
John - SC Support - Posts: 31362
This is because your account is expired and you do not have any usage time available. If you want to use Sierra Chart and connect to a trading service, then you need to add credit to your account and activate one of the packages. You can add credit to your account by following this link and logging in with your credentials for your Sierra Chart account: https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-02 16:13:14] #3 [Go To First Post]
Technical - Posts: 148
My account has not expired and has sufficient funds to renew - yet I see "Not enabled on package". Why?

[2021-07-02 17:04:38] #4 [Go To First Post]
John - SC Support - Posts: 31362
If you are looking at a Sub-Instance, then that is the case because a sub-instance is ALWAYS setup to connect to the Main Instance to get the data and this cannot be changed. If this is in your Main Instance, then get us your Message Log by following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-02 20:52:41] #5 [Go To First Post]
Technical - Posts: 148
John, thank you. No this is the main instance. See enclosed. Also, this worked just a day ago. The chart history was non existent but the cars would populate and show minimal data. The Symbols require manual updates as well, as in F5 on all the instances, charts. I also sent the log for analysis. Date Time Of Last Edit: 2021-07-02 20:55:15


Main instance.png / V - Attached On 2021-07-02 20:46:54 UTC - Size: 35.34 KB - 178 views

[2021-07-05 09:21:22] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
The Rithmic DTC connection requires Service Package 10 or higher.: Description of Service Packages and Pricing We have set your account temporarily to the highest package for the next 30 days at no cost. 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

[2021-07-05 11:53:47] #7 [Go To First Post]
Technical - Posts: 148
If I understand correctly, I need the $36 S10 level but that does not support advanced features that I have currently on S5 @ $36. So you've moved me to S11 for a month. And S11 is ten dollars more than S5 or $46 monthly.

[2021-07-06 14:27:42] #8 [Go To First Post]
John - SC Support - Posts: 31362
If you need the Advanced Features, then you would need to be on Package 11. Eventually, you will need to select Package 11 as the package you want to automatically renew to. You can do this on this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation#AvailableServices For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 14:10:16] #9 [Go To First Post]
Technical - Posts: 148
Can you clarify "advanced features" - even with advanced turned on, as you graciously provided, I still cannot get "translate symbols to current service" to work and when I manually update the symbol I get the popup "Download failed, error downloading historical intraday data for ESU1.CME. no data". There is data painting on the chart but little more than a few seconds worth.

[2021-07-07 14:55:06] #10 [Go To First Post]
John - SC Support - Posts: 31362
The "Advanced Features" are those that are part of the Advanced Package (Packages 5, 11, and 12) as opposed to the Standard Package (Packages 3 and 10). Refer to the following page for more information on the packages and their differences: Description of Service Packages and Pricing: Packages We need to see your Message Log for the issue related to the data. Follow these instructions: Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Open a chart for the symbol you have an issue with. Tell us that symbol of the chart. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 15:58:24] #11 [Go To First Post]
Technical - Posts: 148
I uploaded the log. This is what a default ESU1.CME chart looks like.


ESU1.CME.png / V - Attached On 2021-07-07 15:58:16 UTC - Size: 55.89 KB - 161 views

[2021-07-07 17:28:53] #12 [Go To First Post]
John - SC Support - Posts: 31362
Your log has us confused. It is showing that you started using the old Rithmic connection using the Bridge process, and that it had trouble running. But later it is showing that it is using the DTC connection, but we did not see a disconnect and reconnect, so something appears to be missing. First, which Rithmic Service are you using? If you are using the old one with the Bridge files, then there is nothing we can do to help with that. Second, if you are using the new "Rithmic Direct - DTC", then please get us the Message Log using just that service and just open a chart for a single symbol and get us the message log per these instructions: Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Open a chart for the symbol you have an issue with. Tell us that symbol of the chart. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 18:24:29] #13 [Go To First Post]
Technical - Posts: 148
I sent the log for review.

[2021-07-07 18:59:16] #14 [Go To First Post]
John - SC Support - Posts: 31362
The log looks fine, no errors or specific issues in it. The one thing to try is to redownload the data. Refer to the following information: Historical Intraday Data (Missing Data / Download Errors / Viewing More Data): Retrying Downloading of Intraday Data Otherwise, you would have to ask Rithmic why you are not getting the data. Are you getting the data updating while you are connected in real-time, but not getting historical data? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 19:28:49] #15 [Go To First Post]
Technical - Posts: 148
Ok, shut down all instances and close the chartbook on the remaining instance. Disconnected. Global settings, data/trade service settings, "rithimic direct dtc". Find Symbol" ESU1.CME" Open intraday chart connect to datafeed, green "Downlead Failed. Error downloading historical Intraday data for ESu1.CME. no data" I'll upload the log.

[2021-07-07 19:44:29] #16 [Go To First Post]
John - SC Support - Posts: 31362
That is because your service is set to Rithmic Trading (old interface), and it had trouble starting the Bridge program. Be sure you have your Service set to the new Rithmic Direct - DTC. Also, we forgot to mention to check your Chart >> Chart Settings >> Advanced Settings 2 >> Real-Time Price Multiplier and Historical Price Multiplier are set to. They should be 0.01 in order to get the correct price display on your chart. It looks like they are currently set to 1.0 for the chart you showed in the image above. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 19:54:27] #17 [Go To First Post]
Technical - Posts: 148
Please check enclosures. I have always connected to DTC before testing, the bridge is not running. I have never changed price multiplier.


Chart settings 07-07-2021.png / V - Attached On 2021-07-07 19:52:40 UTC - Size: 63.66 KB - 168 views DT Service 07-07-2021.png / V - Attached On 2021-07-07 19:52:45 UTC - Size: 17.84 KB - 163 views

[2021-07-07 21:16:47] #18 [Go To First Post]
John - SC Support - Posts: 31362
The last log file you sent was definitely set to Rithmic Trading at first, but we do see that it changed to Rithmic Direct - DTC after the initial startup. Please try connecting to one of the live trading servers and see if that clears things up. We do not see a server listed in the log file, although it is showing that it is connecting. Also, try deleting and redownloading the data once you have the connection. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-07 23:25:59] #19 [Go To First Post]
Technical - Posts: 148
In recent history, I have tried Rithmic Paper trading Chicago Area Non Aggregated and Aggregated. I just did it again. Delete all data and download. Same result. Download Failed on both. Sent the log. If you want, send me a configuration to try, I have exhausted all my variations.

[2021-07-08 13:46:56] #20 [Go To First Post]
John - SC Support - Posts: 31362
First of all, do NOT use the old interface any longer. Only select the Rithmic Direct - DTC service setting. Second, make sure you have the correct symbols for the new interface. There are a lot of charts referenced in the beginning of the log, but then only the ESU1.CME after the change to Rithmic Direct - DTC, which is confusing. But the charts needs to have the separator of a period (.) instead of a dash (-) for the new interface. Select Edit >> Translate Symbols to Current Service to ensure all the charts are updated properly when the service is set to Rithmic Direct - DTC. We think you should connect to one of the live servers to ensure that you are not getting strange data from the paper server. Select one of the Rithmic 01 - Chicago Area... servers and redownload the data. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-08 16:22:13] #21 [Go To First Post]
Technical - Posts: 148
First of all, do NOT use the old interface any longer. Only select the Rithmic Direct - DTC service setting. That is the whole point of this thread. The old interface is deprecated, I get that but the old interface is the only working on my end... Second, make sure you have the correct symbols for the new interface. There are a lot of charts referenced in the beginning of the log, but then only the ESU1.CME after the change to Rithmic Direct - DTC, which is confusing. But the charts needs to have the separator of a period (.) instead of a dash (-) for the new interface. Select Edit >> Translate Symbols to Current Service to ensure all the charts are updated properly when the service is set to Rithmic Direct - DTC. I've been doing ESU1.CME during this entire thread. I have to manually change it. "Translate Symbols to Current Service" has NEVER worked with DTC. We think you should connect to one of the live servers to ensure that you are not getting strange data from the paper server. Select one of the Rithmic 01 - Chicago Area... servers and redownload the data. I tried a "live server" but get "Rithmic Direct " message "permission deigned". Understandable. To reiterate, .I can successfully connect to Rithmic DTC. .I do get current live data, a few ticks worth, no historical data, not even a minute. .I DO NOT get anything else downloaded from Rithimc .I see yellow popup "Waiting to download Historical data", .I then see a red popup "Download Failed Error downloading historical intraday data for ESU1.CME. no data" This leads me to conclude that Sierra can connect and successfully log into Rhythmic on my behalf. I see realtime data. What my Sierra installation is doing is incorrectly querying Rithmic for historical data. I get realtime, I do not get historical. If this is not clear, please call me so we can move forward. Thank you for your patience. Date Time Of Last Edit: 2021-07-08 16:23:11

[2021-07-08 17:19:03] #22 [Go To First Post]
John - SC Support - Posts: 31362
I tried a "live server" but get "Rithmic Direct " message "permission deigned". Understandable. Why is this "Understandable"? You really need to connect to the live server in order to ensure that the issue you are having is not related to the Paper Trading server. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-08 17:23:22] #23 [Go To First Post]
John - SC Support - Posts: 31362
We just realized that you are on Package 5. In order to use the new Rithmic interface you need to be on Package 10, 11, or 12. Please change to Package 11 and we believe that will resolve your issues. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-07-08 17:43:49] #24 [Go To First Post]
Technical - Posts: 148
Ok, three things: First, Sierra placed me on Package 12 for a month. Thank you, but that should not be an issue today Second, I asked Rithmic about needing Package 11/12 and they said they asked Sierra Corporate abot this requirement and SC that requirement has been removed, ie package 5 will work with Rithmic DTC. I know you make the rules, but that is the info Rithmic is operating with and communicating to their clients. I hope they are correct. Regardless, by your kindness I am on 12 today and yet DTC doesn't work for my installation. Third, do you not support paper trading using Rithmic data? Is that a new policy? Think about it - My implementation of Sierra Chart is connecting to Rithmic. That implies several thing: 1. My credentials are correct. 2. My Symbol is correct 3. I get live data. So why does it fail? 1. Even with a good connection and realtime data, Historical Data fails to download. 2. I would assume Sierra Chart verified the connection status before sending the historical data request. 3. The request failed because Rithmic rejected the request on a preexisting live connection. If the request was formed correctly, it should have worked. Remember I said that "Translate Symbols to Current Service" has never worked, I always had to manually change it to XXXX.CME. Now what if Sierra is asking for Historical Data using XXXX-CME? Would that cause this issue?

[2021-07-08 18:57:56] #25 [Go To First Post]
John - SC Support - Posts: 31362
Sorry, we forgot that you are on Package 12 for the month. It's not that we do not support the Paper Trading, but what we have seen is that the data from the Paper Trading services sometimes is not the same as the live trading service. Therefore, we are suggesting that you connect to the live server in order to see if that will resolve the issue for you. And, since you are getting the real-time data and just not getting the historical data, there is really nothing more we can do. We thought you were not getting the real-time data, which is why we spent so much time on this. But we do not generally give technical support for data services that are not our own. You really need to ask your broker and/or Rithmic about the historical data and see if there is anything about your setup that is not supplying it. Otherwise, you really need to use the Sierra Chart Data Feeds for your data. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

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