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Direct MessagesDate/Time: Thu, 02 May 2024 00:18:27 +0000
Charts are freezing up
View Count: 1220
| [2019-12-16 16:12:19] |
| User142227 - Posts: 19 |
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Good morning. I am running 3 chartbooks on a demo account and at least 1 or 2 have frozen up on me all morning. I've been at my screen for 8 hours and I've had to close all the programs and restart them about 10 times now. I called my broker to check if Gain Capital was having any issues with their feed and they have none reported. Please advise. Thank you. |
| [2019-12-16 16:28:05] |
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Unless you are referring to Sierra Chart completely freezing and being inoperable, please switch to this data feed: Delayed Exchange Data Feed This requires the Advanced package but we have set your account to the advanced package at no cost for 30 days. The data is delayed but then again if you are just using a demo account, delayed data should be fine. We can also give you a simulated trading account: Simulated Futures Trading Service 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: 2019-12-16 16:29:56
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| [2019-12-16 16:40:05] |
| User142227 - Posts: 19 |
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No, my charts are completely freezing up after a while. It happens randomly and can be any of the 3 charts. I have a live feed through gain capital that I pay through my broker.
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| [2019-12-16 17:21:07] |
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So you mean Sierra Chart becomes completely inoperable and frozen?
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 |
| [2019-12-16 17:36:20] |
| User142227 - Posts: 19 |
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Yes and no. There is no data updating, but I can still place trades on the chart. The live data just stops coming in.
Date Time Of Last Edit: 2019-12-16 17:37:18
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| [2019-12-16 21:21:44] |
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We apologize for the delayed response. This sounds like a problem with the Gain Capital symbol limit: https://www.sierrachart.com/index.php?page=doc/GAINCapitalOECTrader.php#SymbolLimit 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: 2019-12-16 21:21:55
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| [2019-12-16 22:12:36] |
| User142227 - Posts: 19 |
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I spoke with the folks from Gains Capital. That could not be the issue. Their max is 10 and I only had 3 symbols up at a time.
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| [2019-12-17 04:20:58] |
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There really can be no doubt the problem is due to the Symbol Limit. This is easily verified by us. Follow the instructions below: 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 Most likely because you have this option enabled: General Settings Window: Detect Rollover Of Current Futures Contracts Symbols Based On Real Time Volume (Global Settings >> General Settings >> Charts >> Symbol) For no symbol limits use this service: Denali Exchange Data Feed 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: 2019-12-17 04:22:02
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| [2019-12-17 07:01:33] |
| User912795 - Posts: 5 |
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I have the same problem the last two days. I did not have this problem before. I have to disconnect and connect again.
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| [2019-12-17 08:24:28] |
| User142227 - Posts: 19 |
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Be advised I followed your instructions and sent a copy of the log. Do note, I opened the charts the morning with 3 symbols. After about 20 min, I noticed that ES stopped responding.
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| [2019-12-17 08:29:43] |
| User142227 - Posts: 19 |
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I just realized I had a quote board in the background that I could not see. This might have brought me over the limit of symbols, I'll let you know if the problem persists after I have removed it.
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| [2019-12-17 08:39:33] |
| User142227 - Posts: 19 |
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That did not fix the problem. ES stopped responding shortly thereafter.
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| [2019-12-17 09:33:57] |
| User912795 - Posts: 5 |
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I HAVE TO DISCONNECT AND CONNECT AGAIN EVERY FEW MINUTES. 'ES' FREEZES IN ALL CHARTS.NEVER HAPPENED UNTIL NOW.THANKS
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| [2019-12-17 12:59:27] |
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We have looked at the Message Log and we see no indication that there are any market data rejects. So we understand the problem is that there is streaming data received from the Gain Capital FIX FAST server for a particular symbol and then it just stops? This is what we are going to tell them. 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 |
| [2019-12-17 13:02:54] |
| User142227 - Posts: 19 |
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This is correct. However, it happens randomly to any of the 3 symbols I am watching. Sometimes it's crude, sometimes it ES, sometimes it's Gold. At other times it happens to 2 of 3, and sometimes it happens to all 3. I've had to disconnect and reconnect at least 10 times this morning so far.
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| [2019-12-17 13:05:42] |
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Ok they have been notified. We have sent the message now to the appropriate people and department. For an immediate resolution to this problem, enable this data feed on your Sierra Chart account. Denali Exchange Data Feed We can do this for you. Just let us know. There will be no cost for the rest of this month and let us know if you want to continue to use it into January. Otherwise, we will cancel it 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: 2019-12-17 13:06:05
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| [2019-12-17 13:13:09] |
| User142227 - Posts: 19 |
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I connected to the SC data all services and there appears to be a lag on it?
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| [2019-12-17 13:17:26] |
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That is not what the documentation says. There would be no reason to change the service from Gain Capital when using the Denali Exchange Data Feed. It is an integrated data feed. You instead are using this data feed: Delayed Exchange Data Feed 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 |
| [2019-12-17 19:06:12] |
| User142227 - Posts: 19 |
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I've been disconnecting from my gain server all day, this is ridiculous. I filled out the paperwork for Denali, do I have to do anything else to connect? It doesn't let me activate the account. Thanks.
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| [2019-12-17 19:20:32] |
| SC Support - Posts: 1796 |
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Hi there, your Market Data Agreements have been accepted and the Denali Fee has been activated for your account. We can give you a quick call to make sure that the data from Denali is flowing to your Charts.
Date Time Of Last Edit: 2019-12-17 19:21:35
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| [2019-12-17 19:22:24] |
| User142227 - Posts: 19 |
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please do. Do you have my number? I'm not sure if these posts are public?
Date Time Of Last Edit: 2019-12-17 19:24:02
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| [2019-12-17 20:05:39] |
| SC Support - Posts: 1796 |
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Spoke to the Client, he now has real-time data from the Denali Exchange Data Feed flowing to his charts.
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| [2020-01-02 09:22:53] |
| User142227 - Posts: 19 |
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Good morning. This issue has begun to occur again. Since the issue had been resolved on the 17th, I had spoken to my broker and they acknowledged that Gain capital was having an issue and it had been corrected. I am not sure if the issue has begun to occur again because you dropped me from the Denali Exchange. Please advise. I would like to speak to the gentlemen that helped me last time. Thank you.
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| [2020-01-02 12:44:09] |
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You need to add more credit to your account: https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit And then reactivate the Denali Data Feed and exchange fee here: https://www.sierrachart.com/UserControlPanel.php?page=RecurringServices&UserID=156081 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: 2020-01-02 12:45:07
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| [2020-01-02 13:36:05] |
| User142227 - Posts: 19 |
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Please have the rep that called me call me back. Thank you.
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