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Date/Time: Sat, 22 Feb 2020 13:44:59 +0000



Data

[2020-01-22 14:47:45]
User975361 - Posts: 7 | Ending Date: 2020-08-11
Missing historical data. Unable to download current version of software.

I think I submitted log with error.
[2020-01-22 16:35:41]
Sierra_Chart_Engineering - Posts: 530 | Ending Date: 2020-11-26
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 18:20:14]
User975361 - Posts: 7 | Ending Date: 2020-08-11
Thank you. The agreements have been completed. I do not need market depth data.

Thanks,
Jacob McCabe
[2020-01-22 20:33:33]
Sierra_Chart_Engineering - Posts: 530 | Ending Date: 2020-11-26
The Denali Data Feed is now active for your account and you should be receiving the data now. If not, let us know.
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
[2020-01-23 14:47:38]
User975361 - Posts: 7 | Ending Date: 2020-08-11
I am still unable to download new version. Says error downloading files to local system. Check log and try again.
[2020-01-23 21:22:14]
Sierra_Chart_Engineering - Posts: 530 | Ending Date: 2020-11-26
Run through the installation again and when it completes (either properly, or because of problems), select the button at the top that states "Send Log to Support". Then post here again and let us know that you have sent the log.
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
[2020-01-23 21:27:44]
User975361 - Posts: 7 | Ending Date: 2020-08-11
Log has been sent.

Thanks, Jake
[2020-01-24 03:11:16]
User975361 - Posts: 7 | Ending Date: 2020-08-11
I paid the additional data fee....which I was told would be free for the fist month for new users....see thread above....and still unable to update to latest version of software.
[2020-01-24 03:47:32]
Sierra Chart Engineering - Posts: 81357 | Ending Date: 2020-06-09
Best we call you and get this resolved. Please enter your telephone number here and let us know when done:
https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo
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.
[2020-01-24 14:34:32]
User975361 - Posts: 7 | Ending Date: 2020-08-11
Contact info has been updated.

Thanks,
Jake
[2020-01-24 16:28:52]
John - SC Support - Posts: 1560 | Ending Date: 2020-04-29
Tried calling, but only got voicemail. Let us know if there is a specific time that works best to call.
[2020-01-24 16:42:03]
User975361 - Posts: 7 | Ending Date: 2020-08-11
Between 11:30am and 1:30pm today CST would be good.

Thanks,
Jake
[2020-01-24 21:20:30]
John - SC Support - Posts: 1560 | Ending Date: 2020-04-29
Talked with customer and connected to system. The problem is that Sierra Chart is being installed to a OneDrive location and this is causing a problem with downloading the files. We got him upgraded by using the Zip installation. The customer wants to use multiple computers, so we recommend using the File Sharing process. Refer to the following:
https://www.sierrachart.com/index.php?page=doc/FileSharing.php

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