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Date/Time: Sat, 24 Aug 2019 12:34:21 +0000



data not conecting?

Support Request:
[2019-08-12 01:02:56]
User82032 - Posts: 13
I am "currently" a Transact client and having been using their sierra charts based AT platform until today at which point my connection to the pkg 5 service was cancelled. I am a loyal sierra chart user and want to continue using Sierra charts regardless of my options with Transact. Because of this I subscribed today to pkg 5 through sierra charts directly thereby passing Transact all together. I also activated the Denali exchange for my data. However, I can't seem to connect to live data or I can't populate my charts. I am still receiving order routing service (i.e. live dom) through Transact (therefore I have paid my exchange fees) for the time being but this may change. Please advise on how I can access the denali data.

thank you
[2019-08-12 01:15:57]
Sierra Chart Engineering - Posts: 75442
until today at which point my connection to the pkg 5 service was cancelled.
Nothing has changed in regards to this on our side. Is it a case where you could not launch AT Charts from the Infinity/Transact trading software?

Or was it something they communicated to you in this regard?

We are contacting Transact for you now for them to allow you to connect to their new websocket server. Hopefully, this will be taken care of by them within an hour.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2019-08-12 01:16:24
[2019-08-12 01:24:46]
User82032 - Posts: 13
I was instructed after not being able to assess my charts that pkg 5 was no longer available. They instructed me that Pkg 3 would be 19.00 dolars a month but pkg 5 was no longer available. This was done without any advanced warning. I need the pkg 5 option so that is why I paid for the charting directly with you.
[2019-08-12 01:37:50]
User82032 - Posts: 13
I would like to connect to the denali exchange and not the Tranact websocket. This is why I paid for the demnali data along with the sierra chart pkg 5. I want to have the best data for my charting and I do not believe that is what I'll get with Transact as long as I use Sierra chart.

Thanks
[2019-08-12 01:43:57]
Sierra Chart Engineering - Posts: 75442
We do not know why you would have any trouble accessing your charts. We can call and get everything working for you now. Could you set your telephone number here:

https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo

Please let us know when that is done.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2019-08-12 01:44:22
[2019-08-12 01:47:28]
User82032 - Posts: 13
I have submitted the contact info.

Thanks
[2019-08-12 02:01:50]
Sierra Chart Engineering - Posts: 75442
Thank you. We will be calling within five minutes.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2019-08-14 05:54:15]
Sierra Chart Engineering - Posts: 75442
Transact has told us that you are now able to connect to the websocket connection. This is necessary in order for you to continue to receive the CME real-time data feed from the Sierra Chart provided data feeds next month, September.

So you just need to connect once a month to Transact to authorize the CME real-time data. This is explained here:
https://www.sierrachart.com/index.php?page=doc/RealTimeDataFeedsAvailableFromSierraChart.php#ConnectingOnlyOnceAMonthToTradingAccount
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.

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