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real time data stopped on 6/19/2019

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[2019-06-24 05:13:40] #1 [Go To First Post]
User658645 - Posts: 11
Data stopped around 11:21 AM on 6/19/2019 on my primary computer and never restarted regardless what I tried. Shut down and opened on my backup computer and data downloaded perfect, so not my connection. Has to be something on main machine. Received an orange colored message on my ESU19 chart that said "symbol is unknown". A copy of my message log is presented below. Need assistance in restoring my charts with studies, drawings, etc intact if possible. Reading Internal Order ID file. \| 2019-06-24 01:00:37.223 Reading Trade Orders file. \| 2019-06-24 01:00:37.312 Reading Trade Positions file. \| 2019-06-24 01:00:37.313 Reading Account Balance file. \| 2019-06-24 01:00:37.314 UDPListener (1352). Port 22904 \| Listening on UDP port 22904. \| 2019-06-24 01:00:37.337 Software version: 1926 64-bit \| 2019-06-24 01:00:37.337 Usage end date: 2020-03-19 \| 2019-06-24 01:00:37.337 Enabled for: Advanced Features. \| 2019-06-24 01:00:37.337 Enabled for: Sierra Chart Historical Data Service. \| 2019-06-24 01:00:37.337 Allow Support for Sierra Chart Data Feeds is enabled. \| 2019-06-24 01:00:37.337 Current selected Data/Trading service: GAIN Capital/OEC \| 2019-06-24 01:00:37.337 Custom symbol settings values: enabled \| 2019-06-24 01:00:37.337 Chart Update Interval: 500 \| 2019-06-24 01:00:37.337 Intraday Data Storage Time Unit: 0 \| 2019-06-24 01:00:37.337 Time Zone: -04:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2019-06-24 01:00:37.337 2019-06-24 01:00:37 Local computer time \| 2019-06-24 01:00:37.337 2019-06-24 05:00:37 Local computer time in UTC \| 2019-06-24 01:00:37.337 2019-06-24 01:00:37 Local computer time in SC Time Zone \| 2019-06-24 01:00:37.337 2019-06-24 05:00:37 Server time in UTC \| 2019-06-24 01:00:37.337 Local computer UTC time and Server UTC time difference: 1 seconds. \| 2019-06-24 01:00:37.337 Program path: C:\SierraChart\ \| 2019-06-24 01:00:37.337 Data Files path: C:\SierraChart\Data\ \| 2019-06-24 01:00:37.337 OS Version Number: 10.0 \| 2019-06-24 01:00:37.337 Locale Setting: C \| 2019-06-24 01:00:37.337 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll \| 2019-06-24 01:00:37.337 Checking for new symbol settings. Requested symbol settings MD5 for service code oec. Request ID: 1. \| 2019-06-24 01:00:37.338 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) \| Creating socket. Using TLS 1.2. \| 2019-06-24 01:00:37.337 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) \| Connecting to IP: 46.4.97.203. \| 2019-06-24 01:00:37.337 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) \| Shutdown started. Waiting for graceful close. \| 2019-06-24 01:00:37.350 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) \| Socket gracefully closed by remote side. \| 2019-06-24 01:00:37.468 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) \| Closed. \| 2019-06-24 01:00:37.468 Received 5 login tokens. \| 2019-06-24 01:00:37.805 Symbol settings MD5 received. Request ID: 1. \| 2019-06-24 01:00:37.880 Symbol settings are up-to-date for oec. \| 2019-06-24 01:00:37.880 HTTPS connection ID:2 to www.sierrachart.com:443 for request ID:2 (2) \| Shutdown started. Waiting for graceful close. \| 2019-06-24 01:00:38.051 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) \| Shutdown started. Waiting for graceful close. \| 2019-06-24 01:00:38.126 HTTPS connection ID:2 to www.sierrachart.com:443 for request ID:2 (2) \| Socket gracefully closed by remote side. \| 2019-06-24 01:00:38.172 HTTPS connection ID:2 to www.sierrachart.com:443 for request ID:2 (2) \| Closed. \| 2019-06-24 01:00:38.172 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) \| Socket gracefully closed by remote side. \| 2019-06-24 01:00:38.244 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) \| Closed. \| 2019-06-24 01:00:38.244 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) \| Creating socket. Using TLS 1.2. \| 2019-06-24 01:00:39.338 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) \| Connecting to IP: 46.4.97.203. \| 2019-06-24 01:00:39.338 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) \| Shutdown started. Waiting for graceful close. \| 2019-06-24 01:00:40.130 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) \| Socket gracefully closed by remote side. \| 2019-06-24 01:00:40.245 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) \| Closed. \| 2019-06-24 01:00:40.245 Files to Open on Start up \| Opening file: Chartbook1.Cht \| 2019-06-24 01:00:40.894 ESU19 3 Min #1 \| Reloading chart. \| 2019-06-24 01:00:41.003 GAIN Capital/OEC \| Connecting to trading server prod.gainfutures.com. Port: 9400. \| 2019-06-24 01:00:43.023 GAIN Capital FIX Trading socket (1) \| Creating socket. Using TLS 1.2. \| 2019-06-24 01:00:43.076 GAIN Capital FIX Trading socket (1) \| Connecting to IP: 67.23.52.47. \| 2019-06-24 01:00:43.076 GAIN Capital FIX Trading: Sending the Logon message. \| 2019-06-24 01:00:43.328 GAIN Capital FIX Trading \| Connected to trading server. \| 2019-06-24 01:00:43.487 GAIN Capital/OEC \| Connecting to market data server prod.gainfutures.com:9301. \| 2019-06-24 01:00:43.487 GAIN Capital FAST Data socket (2) \| Creating socket. \| 2019-06-24 01:00:43.489 GAIN Capital FAST Data socket (2) \| Connecting to IP: 67.23.52.47. \| 2019-06-24 01:00:43.489 GAIN Capital FAST Data: Sent the Hello message. \| 2019-06-24 01:00:43.537 GAIN Capital FAST Data: Sent the Logon message. \| 2019-06-24 01:00:43.581 GAIN Capital/OEC \| Connected to data and trading server. \| 2019-06-24 01:00:43.634 GAIN Capital/OEC \| Starting real-time market data updates for: ESU19. ID: 1 \| 2019-06-24 01:00:43.988 GAIN Capital/OEC \| Requesting security definition data for: ESU19. ID: 1 \| 2019-06-24 01:00:43.990 No historical data client is currently set to download historical Intraday data for ESU19. \| 2019-06-24 01:00:43.990 Real-time Intraday chart data file updates started for ESU19 \| 2019-06-24 01:00:43.990 Intraday chart data file opened for ESU19 \| 2019-06-24 01:00:43.990 Symbol Error - ESU19 is unknown, unavailable, or improperly formatted. FIX reject reason: Unknown contract \| 2019-06-24 01:00:44.028 Symbol Error - ESU19 is unknown, unavailable, or improperly formatted. FIX reject reason: Unknown contract \| 2019-06-24 01:00:44.065 GAIN Capital/OEC \| Received Trade Positions request acknowledgment message. Request Result: 2. Request Status: 1 \| 2019-06-24 01:00:48.694

[2019-06-24 12:34:12] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
This is the problem: Symbol Error - ESU19 is unknown, unavailable, or improperly formatted. FIX reject reason: Unknown contract \| 2019-06-24 01:00:44.028 For an unknown reason gain capital is not recognizing the symbol. Try reconnecting to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers 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

[2019-06-24 14:49:35] #3 [Go To First Post]
User658645 - Posts: 11
Did not solve the problem. The program has always shown a green status bar except when I manually disconnect (red) then reconnect (green). It appears that the program is looking for a different symbol than ESU19 (what, I don't know) and that "symbol" is unrecognized!

[2019-06-24 15:22:42] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Select File >> Close All Chartbooks. Open a new chart for that symbol through File >> Find Symbol. Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers Are you now receiving the real-time data? Or the same error? 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

[2019-06-24 16:32:47] #5 [Go To First Post]
User658645 - Posts: 11
It is the same error - it did produce a new chart but it stops @ 11:21 AM on 6/19/2019 so no improvement and no updating. Message on the chart still says symbol is unknown.

[2019-06-24 17:04:56] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We cannot reproduce the issue. The error message is quite clear: Symbol Error - ESU19 is unknown, unavailable, or improperly formatted. FIX reject reason: Unknown contract \| 2019-06-24 01:00:44.028 Could you please ask Gain Capital about this. Maybe there is some kind of market data authorization issue for your account. However, what we want you to do first is update to the current version of Sierra Chart: Software Download: Fast 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 Date Time Of Last Edit: 2019-06-24 17:05:33

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