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Date/Time: Thu, 18 Jul 2024 08:11:21 +0000



Need Phone support

View Count: 2063

[2019-07-22 21:10:09]
User43523 - Posts: 3
I have CME and CBOT data enabled through CQG but the charts are not functional. THe data stops as soon as the chart loads.

(I'd like phone support/remote log in by a tech.)

Kenneth Reid
[2019-07-23 03:43:01]
Sierra Chart Engineering - Posts: 104368
We can call now or anytime in the next few hours if it is not too late. Please let us know.
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: 2019-07-23 03:43:13
[2020-07-08 12:53:55]
paul gierer - Posts: 17
I need phone support will pay out of my account ---if I dont know the real problem I cant benefit from the support board---IB live data paid up customer and have a paid up SCD subsription but only get delayed charting phone xxx xxx xxxx [Number removed for privacy]
Date Time Of Last Edit: 2020-08-28 16:26:57
[2020-07-08 19:38:58]
Sierra Chart Engineering - Posts: 104368
Did you want help receiving real-time data from one of the Sierra Chart data feeds?:
Real-Time Exchange Data Feeds Available From Sierra Chart


We can help with that but we cannot help with Interactive Brokers.
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: 2020-07-08 19:39:28
[2020-08-27 17:53:54]
Scott Parker - Posts: 9
Someone please call me from sierra charts. charge it to my account. New customer who is over whelmed with your complicated process for live data. xxx-xxx-xxxx [Number removed for privacy]
Date Time Of Last Edit: 2020-08-28 16:27:17
[2020-08-27 18:11:00]
Sierra Chart Engineering - Posts: 104368
We will contact you but please understand the complexity comes from the CME in this particular case.
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
[2020-08-27 19:40:02]
SC Support - Posts: 1842
Hi Scott, we have called the number we have on record for you, please let us know when we can try again. Thank you
[2020-08-27 21:06:08]
SC Support - Posts: 1842
Spoke to Scott, answered his current questions.
[2020-09-24 16:08:35]
Juliano#1 - Posts: 1
How can i talk to someone regarding your software
[2021-10-04 18:13:42]
Dennis B. - Posts: 263
Have posted several messages about delayed quotes but maybe I was on the wrong page. Do need phone support. xxx.xxx.xxxx will be here till 4:30 est thank you... Dennis N.
Date Time Of Last Edit: 2023-02-28 00:02:47
[2021-10-04 18:37:23]
John - SC Support - Posts: 33104
With regards to post #10:

We do not see any other postings from you on the Support Board recently regarding issues with the data.

What exactly is happening and what is the problem you are having?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-10-04 20:02:13]
SC Support - Posts: 1842
Spoke to Dennis B, helped him with set-up.
[2021-10-05 18:28:06]
Dennis B. - Posts: 263
Hi Ray, I have the info you requested, if you want to input it in to my SC charts I'll be here for the next 2 hours, about till 4 est. xxx.xxx.xxxx Or we can try on another date.

Thanks, Dennis

Actually here's what I have Server..Rithmic01
The username..dennisn88@outlook.com
Password...

The username and password is the same for all 3 categories, at least that's what they said.
Date Time Of Last Edit: 2023-02-28 00:03:08
[2021-10-05 18:50:07]
SC Support - Posts: 1842
Hi Dennis, the Rithmic Trading Service Set-up Instructions are here:
Rithmic Trading Platform Service: Setup Instructions
[2021-11-01 12:50:51]
Dennis B. - Posts: 263
Followed instructions from SC and put in data from my broker to re-certify for non professional status. Received this message from SC...Connection Error Message from Service: Rithmic Direct -DTC Login Error Received from Server : Permission Denied 10/31/21 All quotes and data now delayed same as last month. No trouble before..but you made a change with Rithmic. and things have not worked since. Please lets fix this for good.

Phone xxxxxxxxxx
Date Time Of Last Edit: 2021-11-01 14:33:39
[2021-11-01 13:46:10]
John - SC Support - Posts: 33104
You may be setup to use the old connection which is no longer working. Go through the instructions at the following link to connect to Rithmic using the new connection:
Rithmic Trading Platform Service: Setup Instructions
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-11-01 14:06:21]
Dennis B. - Posts: 263
No charts, data. bars, just a blank white page. Trying everything. At home now.
[2021-11-01 16:20:57]
SC Support - Posts: 1842
Spoke to Dennis, he had already figured out his issue.
[2023-01-28 18:51:29]
Dennis B. - Posts: 263
I have 3 instances of SC , 2 go to SC data all services and the third goes to DTC-sub instance Everything working fine, yesterday when I went to shut down the Sub instance of SC, I think I did something wrong. Anyway,it will not connect to get data. Sent a log to support, but it is hard for me to understand steps to correct problem. Requesting phone support, my number is xxx.xxx.xxxx, will be here till 5pm est. Thank you,Dennis..
Date Time Of Last Edit: 2023-02-28 00:03:27
[2023-01-29 04:16:12]
Sierra Chart Engineering - Posts: 104368
Make sure the main/server instance of Sierra Chart is running.

DTC - Sub Instance | Connecting to the server 127.0.0.1. Port 48001 | 2023-01-28 12:12:26.839
DTC Client socket (1) | Creating socket. | 2023-01-28 12:12:26.839
DTC Client socket (1) | New receive buffer size: 5242880 | 2023-01-28 12:12:26.839
DTC Client socket (1) | Connecting to IP: 127.0.0.1. | 2023-01-28 12:12:26.839
DTC Client socket (1) | Connect event error. Windows error code 10061: No connection could be made because the target machine actively refused it. | 2023-01-28 12:12:27.853 *
DTC Client socket (1) | CloseSocket call. | 2023-01-28 12:12:27.853
Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2023-01-28 12:12:27.853
Select 'File >> Disconnect' to prevent further connection attempts. | 2023-01-28 12:12:27.853
It is not.
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
[2023-01-29 15:31:21]
Dennis B. - Posts: 263
Don't have a clue what to do. I changed "use chart instance user name and password " from no to yes. I changed TLS from no to yes. I changed "use mkt data from primary server" from no to yes. Still will not connect. Please just tell me exactly what to do. If possible delete all previous messages...thank you.
[2023-01-30 17:05:35]
John - SC Support - Posts: 33104
Are you just having a problem with the Sub-Instance (starting using File >> New Instance)? Or are you having a problem with your second installation or is this related to your primary instance?

If this is in your Sub-Instance, then we need to see the Message Log from that Sub-Instance. Refer to the following instructions for how to get us the Message Log:
Support Board Posting Information: How to Post Your Message Log (Required In Some Cases)
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2023-01-30 17:32:51]
Dennis B. - Posts: 263
Already posted on another thread..out of the blue every things working. I didn't do anything, must be something on your end. ??? Thanks anyway.

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