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Date/Time: Fri, 29 Mar 2024 07:51:06 +0000



[Locked] - Cannot cancel a not working pending order

View Count: 1218

[2019-10-08 05:24:02]
fireworks11 - Posts: 60
I use the SierrChart order routing service together with the Denali data service. Since yesterday, 8th. of Oct., there is a not working pending order displayed on my chart. My broker confirmed that there is no working order for my account. I therefore tried to cancel that order as it is described in your documentation titled "Orders with Open or Pending Status, not Actually Working" and titled "Canceling Orders", but nothing works. The order is still displayed on my chart. How do I get rid of that ghost order???
[2019-10-08 07:49:41]
Sierra Chart Engineering - Posts: 104368
We are checking on this.
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
[2019-10-08 08:06:56]
Sierra Chart Engineering - Posts: 104368
So we know what servers to check, can you tell us what the Primary and Backup servers are set to in Global Settings >> Data/Trade Service Settings. This is in the list of Service Settings on the left.
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
[2019-10-08 11:00:51]
fireworks11 - Posts: 60
The Primary Server is: Server 1; the Backup Server 1 is: Server 3; the Backup Server 2 is: Server 4.
Date Time Of Last Edit: 2019-10-08 11:01:18
[2019-10-08 11:33:36]
Sierra Chart Engineering - Posts: 104368
The origin of this issue is an issue on the TT side.

It looks as though this order is identified by more than one Order ID which in itself is not making sense.

We want you to reconnect to the data feed:
File Menu: Procedure to Reconnect to the Data and Trade Servers

After that we want you to try canceling the order three times, so we can locate it more easily. Let us know when that is done. And cancel it by selecting the order in Trade >> Trade Orders Window and canceling it through that interface.
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: 2019-10-08 11:33:55
[2019-10-08 11:58:47]
fireworks11 - Posts: 60
I just did what you suggested. I hope you can locate the problem.
[2019-10-08 12:57:25]
Sierra Chart Engineering - Posts: 104368
Yes we will definitely figure this out within the hour.
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
[2019-10-08 13:23:17]
Sierra Chart Engineering - Posts: 104368
Ok we see what the problem is. TT never acknowledged that order. It is not actually working. We will clear it at the end of the day. We can do it now but this is very close to the open and we do not want to disrupt the connection.
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
[2019-10-08 13:25:44]
fireworks11 - Posts: 60
I understand. Thanks a lot for your efforts!
[2019-10-08 20:26:57]
Sierra Chart Engineering - Posts: 104368
The order is now cleared. We do apologize for this issue with TT, and we are looking at an alternative provider for order routing.
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
[2019-10-08 22:36:11]
fireworks11 - Posts: 60
I confirm that the order is cleared. Thank you so much!
[2019-10-14 20:50:44]
User379468 - Posts: 508
The order is now cleared. We do apologize for this issue with TT, and we are looking at an alternative provider for order routing.

Are these live order issues still happening with TT? I was planning to use this service shortly, how soon will the alternative be out and proven?
[2019-10-14 20:58:32]
Sierra Chart Engineering - Posts: 104368
We are working on an alternative to TT. TT will always continue to be supported though. While TT is not 100% perfect, in our experience, it is does not seem to be worse than anything else we support. But we are looking at another alternative which is considered very solid.
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
[2019-10-14 21:11:38]
User379468 - Posts: 508
While TT is not 100% perfect, in our experience, it is does not seem to be worse than anything else we support. But we are looking at another alternative which is considered very solid.

Not worse is not a great bar to compare to and live trading order issues are quite critical. Is it the least worse of all the options?

When should a better fully solid alternative be ready/proven?
[2019-10-15 14:40:29]
Sierra Chart Engineering - Posts: 104368
We will respond to this in the evening once we have some additional information. We want to speak more authoritatively on this.
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
[2019-10-16 00:49:38]
Sierra Chart Engineering - Posts: 104368
When Sierra Chart worked with TT many years ago, it was a solid system for order routing. The TT FIX market data feed is not accurate with bid and ask volume, but Sierra Chart is no longer using that data feed. We have our own now direct from the exchange.

We have to acknowledge that TT has disappointed us due with incidents in August. And while all of the functionality developed by Sierra Chart on top of TT is of the best quality and provides numerous advantages over Rithmic, CQG, CTS and other services, we have seen some occasional issues. TT has been advised of them, and has resolved or is resolving them.

But we want to be clear, other than the incidents in August, where orders were getting rejected because of failure to route to the CME, we have not heard of this since. An example of an issue we are talking about is where a nonworking order may be reported in a pending cancel state and that state continues to be reported by the TT FIX server. TT may have already resolved this.

Nevertheless, we are working on an alternative anyway. We are going to do our best to get that out before the end of the year. This is being actively worked on.
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: 2019-10-16 08:41:03

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