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URGENT sc locked out

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[2020-06-15 14:22:08] #1 [Go To First Post]
User472677 - Posts: 316
Hi, I am a long time subscriber.This is urgent. Sc is locked out this morning and will not connect to any data feed. Newer versions cause me several problems. For this reason I am using an older version that works just fine for me. The version that works for me is 1823 (2475m) Please unlock it. Thanks

[2020-06-15 19:08:11] #2 [Go To First Post]
User472677 - Posts: 316
Please reply. I have always paid ahead on time. Please lift the lock.

[2020-06-15 19:24:29] #3 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We cannot just simply remove that. There is a required update for a reason. We need to understand this: Newer versions cause me several problems. If it relates to historical data issues when using Interactive Brokers, you just need to change to the Advanced Service Package to resolve this and then follow the instructions here: Interactive Brokers Trading Service: Using Sierra Chart Historical Data Changing to Advanced Service Package: To change your Sierra Chart Service Package, select "Help >> Account Control Panel" on the Sierra Chart program menu. On the displayed webpage, click on the "Set Service Package for Renewal" link. Or go to this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation You will need to login if you are not currently logged in. In the "Available Services >> Choose Usage Time Service Package" frame, select the Service Package that you want to set your account to. Press the "Set" button. The remaining service usage time on your account will be adjusted based upon the cost of the package you are changing to. If the new package is a higher-priced package, then the usage time will be reduced due to the higher price. There is no charge for changing your Sierra Chart service package. Only your Sierra Chart account usage time ending date is adjusted. Otherwise, let us know what the issue is and we will get that resolved 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: 2020-06-15 19:25:49

[2020-06-15 20:13:07] #4 [Go To First Post]
User472677 - Posts: 316
Hello Thank you for your reply. There are two main problems. I will look at your document to see if it solves the Ib problem. The second issue is that I have over 500 symbols. Ib does not support this many symbols. I know you no longer officially support Ameritrade. However prior to today's update, I could briefly switch over to Ameritrade from Ib to refresh the symbols and the charts. After the update this no longer works. Can you please restore this functionality? Not asking for a new Ameritrade interface. Asking for the the old functionality not to be removed.

[2020-06-15 20:16:37] #5 [Go To First Post]
User472677 - Posts: 316
Hello Thank you for your reply. There are two main problems. I will look at your document to see if it solves the Ib problem. The second issue is that I have over 500 symbols. Ib does not support this many symbols. I know you no longer officially support Ameritrade. However prior to today's update, I could briefly switch over to Ameritrade from Ib to refresh the symbols and the charts. After the update this no longer works. Can you please restore this functionality? Not asking for a new Ameritrade interface. Asking for the the old functionality not to be removed.

[2020-06-15 20:55:12] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
You mean you are still able to connect to Ameritrade? Ameritrade is closing that connection down in a matter of days. 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

[2020-06-15 21:04:20] #7 [Go To First Post]
User472677 - Posts: 316
Yes no problem connecting with Ameritrade until the sierra chart forced upgrade. Please restore the functionality to connect to Ameritrade as it was before the upgrade at your earliest. I would like to see all my systems working properly this evening so that I can focus on trading tomorrow.

[2020-06-15 23:21:07] #8 [Go To First Post]
User472677 - Posts: 316
Hello, It is after hours and you are very good about responding. If you are able to help yet today, I will appreciate it.

[2020-06-16 05:09:10] #9 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Versions supporting TD Ameritrade are not locked out. What we need to do is to update to version 2021: https://www.sierrachart.com/index.php?page=doc/Whats_New.php#SCVer2021 Instructions: Software Download: Full Control Rollback Procedure The above instructions also apply to go forward to a particular version. 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

[2020-06-16 21:17:42] #10 [Go To First Post]
User472677 - Posts: 316
Hello, When I try to follow the procedure for installing 2021from within sc, it fails. I downloaded the installer. When'install' is clicked, windows gives message that sierrachartfiledownliader (7).exe has failed. Please help at your earliest. Thanks

[2020-06-16 21:27:07] #11 [Go To First Post]
User472677 - Posts: 316
I have turned firewall and antivirus off. It does not help.

[2020-06-17 13:43:36] #12 [Go To First Post]
John - SC Support - Posts: 31704
Please run through the upgrade again, but when (if) it fails, then select the button in the top left for "Send Log to Support". Follow through the process to send us the log and then let us know here that this has been done. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2020-06-17 15:14:13] #13 [Go To First Post]
User472677 - Posts: 316
After it fails, it does not allow log to be sent.

[2020-06-17 15:18:14] #14 [Go To First Post]
John - SC Support - Posts: 31704
If you could then take a screenshot of the installer when it fails so we can see the last items in the log window please. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2020-06-17 19:06:50] #15 [Go To First Post]
User472677 - Posts: 316
It fails with windows message: sierrachartfiledownliader (7).exe has failed. There is no opportunity to take a screenshot of the log. What is the oldest version I can try that still works with Ameritrade. I have been trying 2021 and running into this problem.

[2020-06-17 19:09:59] #16 [Go To First Post]
User472677 - Posts: 316
Please give me several versions to try.

[2020-06-17 20:38:56] #17 [Go To First Post]
User472677 - Posts: 316
Still too fast to take a screenshot. But this is what it says Error locating/extracting certificate and private keys for TLS. The context is not created. Installer version 9

[2020-06-17 21:08:10] #18 [Go To First Post]
John - SC Support - Posts: 31704
We need for you to try the installation from the following link: https://download2.sierrachart.com/downloads/SierraChartFileDownloader.exe When you select the link, it will download the installer program. Depending on browser settings it may get put into the Downloads directory automatically, or it may ask you if you want to run or save. If given the option, Run the program. If it has saved it, then find the appropriate location and run the program from there. Try to perform the upgrade using this software. Just ensure that the Installation Path is set properly for your Sierra Chart installation. If you receive a Microsoft message about the software not being save, select the option to Run Anyway. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2020-06-17 21:50:32] #19 [Go To First Post]
User472677 - Posts: 316
Thx. Just tried it. Still get the same message as I shared with you previously.

[2020-06-17 22:02:32] #20 [Go To First Post]
Sierra_Chart Engineering - Posts: 14423
We will help you with this, this evening. Please make sure your telephone number is set here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo 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, use the Teton service: Sierra Chart Teton Futures Order Routing

[2020-06-17 23:46:03] #21 [Go To First Post]
User472677 - Posts: 316
Phone number is already there. Thanks for your help. Looking forward to your call.

[2020-06-17 23:48:52] #22 [Go To First Post]
User472677 - Posts: 316
Is there a number I can call?

[2020-06-18 00:01:17] #23 [Go To First Post]
User472677 - Posts: 316
Is there a number I can call?

[2020-06-18 00:27:23] #24 [Go To First Post]
User472677 - Posts: 316
Hi Good news. I am able to make it work on my windows 10 computers. I have multiple sc licences. I have an old computer using vista where I keep historical data. This computer was working fine with sc until the forced upgrade. This computer is still failing to install ver 2017. The message is Error locating/extracting certificate and private keys for TLS. The context is not created. Installer version 9 Any suggestions or a phone call? Thx for your help. I appreciate your help.

[2020-06-18 11:14:37] #25 [Go To First Post]
User472677 - Posts: 316
Correction: failing to install ver 2021

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