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Date/Time: Wed, 26 Feb 2020 00:39:33 +0000



Please help

[2020-01-22 13:06:14]
User556056 - Posts: 10 | Ending Date: 2020-04-18
I contacted technical support yesterday, contacted today. Nobody answers me. The program is not working! What to do?!

There is no correct display of data; the data in charts is missing
I can not call you and you do not answer me
I don’t even know what the essence of the problem is, what to do !?
Date Time Of Last Edit: 2020-01-22 13:07:35
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[2020-01-22 16:35:01]
Sierra_Chart_Engineering - Posts: 534 | Ending Date: 2020-11-26
We apologize for no answer yet. The reason there was no answer is because we did not understand your question based upon what you wrote. We now know you are referring to Gain Capital.

Gain Capital has a serious ongoing problem with their market data feed:
https://www.sierrachart.com/SupportBoard.php?ThreadID=48373

As a solution to the problem what we are doing is providing users at no cost for the next two months, the Denali exchange data feed:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php

The cost of exchange fees still has to be paid but if you are a new user of this feed, those fees are free until the end of the month.

We will go through the process to set this feed up for you. The first thing is we are sending you an email, at the email address on your Sierra Chart account, with links to agreements that need to be completed. Complete those and let us know when done.

Let us know if you require market depth data or not within Sierra Chart so we can activate the appropriate exchange.
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
[2020-01-22 17:23:30]
John - SC Support - Posts: 1565 | Ending Date: 2020-04-29
We have activated the Denali Exchange Data Feed with the CME Group with Market Depth for the selected Exchange.

The $25.00 USD per month fee for the Denali Exchange Data Feed will be waived through the rest of this month and for February and March.

The Exchange fees are paid separately, although it is free for the rest of this month. But starting February 1 you will be responsible for the $15.75 USD per month Exchange fee.

There are other exchange options available if you want to lower your cost and you do not need Market Depth, or perhaps you do not need all of the CME Group of products. You can change the selected exchange here:
https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges

Let us know if you have any issues or questions.
[2020-01-22 18:02:13]
User556056 - Posts: 10 | Ending Date: 2020-04-18
Thank you very much for your answer. Now the situation has cleared up.
Problem in Gain Capital
I work only with CME. I need Service pack 5
Due to poor knowledge of English, I did not understand what is Denali Exchange Data Feed
I paid for half a year.
Did I understand correctly that you are renewing for 2 months?
I opened the letter in the email, opened the link, but did not understand where and what I should do.
I apologize for not knowing English as well
[2020-01-22 18:24:25]
John - SC Support - Posts: 1565 | Ending Date: 2020-04-29
The data feed is a separate item from the Sierra Chart software. The half year you paid for of Package 5 is the Sierra Chart software itself. That is not impacted by what we are doing here.

The Denali Exchange Data Feed is for the data and is separate from the cost of the Sierra Chart software. There are two fees associated with the data. One for our development costs, etc. for which we charge $25.00 USD per month. The other fee is what the Exchanges themselves charge - that is the $15.75 USD per month.

We are waiving the $25.00 USD fee for the rest of January and through February and March.

The Exchange fee ($15.75 USD) you will need to pay for starting on February 1, 2020.
[2020-01-22 18:43:28]
User556056 - Posts: 10 | Ending Date: 2020-04-18
I have to pay it through Sierra Charts or through Gain?
[2020-01-22 19:01:49]
John - SC Support - Posts: 1565 | Ending Date: 2020-04-29
The fees we have mentioned above (Denali Exchange Data Feed and Exchange Fees) will be paid to Sierra Chart.
[2020-01-23 08:19:02]
User556056 - Posts: 10 | Ending Date: 2020-04-18
This payment i have to pay becose of Gain or everyone will pay about 70 usd per month?
[2020-01-23 14:47:31]
John - SC Support - Posts: 1565 | Ending Date: 2020-04-29
Everyone that uses the Denali Exchange Data Feed has to pay for the Data Feed and Exchange fees monthly. These items are not discountable.

The Sierra Chart software is paid for separately, and can be paid in advance for up to 1 year. Longer terms get a bigger discount on the software cost.

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