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Date/Time: Fri, 29 Mar 2024 07:53:09 +0000



Not receiving RT Data and Market Depth Data for NYBOT (ICE US) symbols

View Count: 737

[2019-11-25 10:48:45]
User350666 - Posts: 38
Dear Support,
Since the market open on Sunday night, I do not receive any realtime and market depth data for the ICE US (NYBOT) markets: DX, CC, SB, KC, CT, etc. symbols.
I am using SierraChart Realtime Data and am a subscriber to the ICE US data. My SierraChart is v2015.
Can you please advise if this is a local/settings related issue?
Thank you.
[2019-11-25 13:20:24]
Sierra Chart Engineering - Posts: 104368
We are checking this now.
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
[2019-11-25 13:26:15]
Sierra Chart Engineering - Posts: 104368
Did you just recently activate the ICE exchange? There is no problem on our server side with the market data feed, but we see that you are identified as a professional and you did not activate the ICE US professional exchange but the standard one instead. We need a little time to look into this for you.
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: 2019-11-25 13:26:38
[2019-11-25 13:54:47]
User350666 - Posts: 38
I am using it since around last May (2018). So it is not a newly added feed.

Yes I am a professional - this was originally an issue when the connection (data) was created - no matter of my professional status, the ICE US non-pro was activated - somehow it was not possible to activate the pro subscription.

We had a longer support ticket conversation regarding this topic with your staff at that time and the only way was to activate the non-pro. Although it worked perfectly until now.
Thank you.
[2019-11-25 15:00:03]
Sierra Chart Engineering - Posts: 104368
Understood. Sorry about the delay. We are still checking on the Barchart side related to this.

Follow the instructions below, to provide the log for the instance of Sierra Chart which has this issue (Just one of them if all they all do).

Follow the instructions here to clear the Message Log:
Message Log: Clearing the Message Log

Reconnect to the data feed:
File Menu: Procedure to Reconnect to the Data and Trade Servers

After about 30 seconds, provide a copy of the Message Log following these instructions:
https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog
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
[2019-11-25 16:17:55]
Sierra Chart - Max - Posts: 5554
The 'ICE USA' exchange has been internally activated, and will be renewed.
Sierra Chart Support
[2019-11-25 16:21:50]
Sierra Chart Engineering - Posts: 104368
We are not sure what is described at post #6 has resolved the issue. So if you still have a problem 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
[2019-11-25 17:36:23]
User350666 - Posts: 38
I have checked and still see the ICE USA activated and about to renew on 11-30, but not the ICE USA (Professional).
I have disconnected an reconnected to the datafeed and I still do not receive data updates for the above mentioned markets (DX, etc).
[2019-11-25 17:52:56]
Sierra Chart Engineering - Posts: 104368
Follow the instructions here to clear the Message Log:
Message Log: Clearing the Message Log

Reconnect to the data feed:
File Menu: Procedure to Reconnect to the Data and Trade Servers

After about 30 seconds, provide a copy of the Message Log following these instructions:
https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog
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
[2019-11-25 18:03:30]
User350666 - Posts: 38
Thank you, I have sent the log using the Send for Analysis option.
[2019-11-25 18:30:55]
User350666 - Posts: 38
I am not 100% sure if this is related:
I am currently not subscribed to ICE EU, but since 19 Nov, I do not receive any backfill updates to the ICE EU markets either. All the footprint charts display zero value prints since that time. Symbols: LFZ19, LFF20, CAH20, etc.
Date Time Of Last Edit: 2019-11-25 18:31:27
[2019-11-25 18:32:27]
Sierra Chart Engineering - Posts: 104368
We see the problem. Give us 5 minutes to resolve. If you had sent the Message Log earlier when we requested this, we would have determined the problem. We were just making educated guesses about the issue. This is why the log is important to us.
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: 2019-11-25 18:32:57
[2019-11-25 18:41:08]
Sierra Chart Engineering - Posts: 104368
You just now need to follow the instructions here to update the Symbol Settings:
Global Symbol Settings: Update Global Symbol Settings

Including reconnecting to the data feed. The issue will be resolved. It relates to the newer version which requires more thoroughly defined symbol settings which were not yet done for ICE.
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
[2019-11-25 20:08:02]
User350666 - Posts: 38
Thank you and sorry that I have not been able to reply earlier.
Perfectly works now in one instance that is directly using the SC Realtime datafeed.

Although in a 2nd separate copy of SC, that is connected to IB for execution, the best bid/ask is displayed only for the DX (I do not know about the other symbols - have to wait until they reopen) and I am getting the error message:

Message from IB: Historical Market Data Service error message:No market data permissions for NYBOT FUT. IB Error Code: 162. Request ID: 201073. | 2019-11-25 14:57:25.476

At the 'Data/Trade Service Settings' 'Allow Support for Sierra Chart Data Feed' is enabled and I have never been subscribed to data at IB, always used SC RT data for this exchange.

I followed the instructions with this 2nd installation as well (Update from Server, reconnect) and the result is the same.

Can you please advise?
Thank you.
[2019-11-25 21:44:51]
Sierra Chart Engineering - Posts: 104368
This evening we are going to be updating all of the affected Symbol Settings to support version 2015 and higher. They are not all up-to-date yet. This will resolve the outstanding cases.
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: 2019-11-25 21:45:48

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