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Direct MessagesDate/Time: Thu, 18 Apr 2024 21:12:29 +0000
Sierra Chart keeps logging itself out
View Count: 948
| [2020-07-08 16:19:56] |
| Mark Sear - Posts: 42 |
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For the past week my Sierra Chart session is logging itself off. I will log in, in the morning and at some point it exits itself. When I go back in there are no obvious issues that I can see. It seems to be fairly random when this happens, it can be fine for half an hour then exit. Sometimes it goes half a day and then does it. But on average it's doing it 3 to 5 times per day.
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| [2020-07-08 18:37:55] |
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First refer to help topic 17: Sierra Chart Unexpectedly Shutting Down | Memory Errors | Unusual Software Problems | Exception Errors | Freezing of User Interface Make sure you run Sierra Chart in Safe Mode. Please enable the following option: General Settings Window: Save Message Log to File (Global Settings >> General Settings >> Log >> Log) Then when you have this problem, find the most recent Message Log and see if there is any information which is helpful in it. 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: 2020-07-08 18:38:09
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| [2020-07-09 10:00:23] |
| Mark Sear - Posts: 42 |
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I've followed the instructions to Start up in Safe Mode and I still got the problem (by the way it is much more frequent today, seems like every 5 minutes or so). The last instruction says 'Otherwise, if using Safe Mode did not resolve the problem, then the problem you are experiencing is not caused by an Advanced Custom Study and you can stop here'. What do I do next? Thank you |
| [2020-07-09 18:44:15] |
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We to understand exactly what is happening. Every five minutes Sierra Chart is shutting down? Is there any prompt when it exits? This is not making sense. There is no such capability which even exists in the program.
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 |
| [2020-07-10 07:43:11] |
| Mark Sear - Posts: 42 |
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Hi there. It's just close now at 08.40 UK time, it's been open for about 10 minutes. There is no message displayed when it exits it just goes back to the Windows screen. When I log back in all I see is the normal 'System Notification Message' window. When I go into Sierra Chart\Data there is no new log
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| [2020-07-10 07:46:03] |
| Mark Sear - Posts: 42 |
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I've just sent you the message log.
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| [2020-07-10 08:03:00] |
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We are following up by telephone. We will do a remote assistance session and see what information we can determine about this.
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 |
| [2020-07-10 20:17:15] |
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We want you to test version 2135 and see if you still have a problem: Software Download: Fast Update 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 |
| [2020-07-12 09:50:51] |
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Please let us know if version 2135 has resolved this issue. This is quite a serious issue and we need to determine the cause. The actual cause is not known to us. We are just making some educated guesses at this point. The most recent change we made, in 2135, is removing some enhanced exception handling that we recently added. Why this would cause a problem is not known to us. If it has resolved the issue, then it would seem to be the cause of the problem and it would seem to be some Microsoft C++ compiler bug. 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: 2020-07-12 09:51:41
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| [2020-07-13 08:49:16] |
| Mark Sear - Posts: 42 |
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Thought I'd update this yesterday but it doesn't appear to be in the log. I downloaded 2135 yesterday and I did still have the problem. I've logged in again this morning and so far it is ok, I'll keep you updated. I am running on a VPS, could that make any difference? |
| [2020-07-13 09:25:54] |
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Perhaps the VPS could be the issue but we would not think so. The issue is very concerning but you are the only user with it. We are still not sure of the cause.
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 |
| [2020-07-13 10:44:43] |
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Please keep us up-to-date. We may need to do a remote debugging session for an issue like this.
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 |
| [2020-07-13 10:48:30] |
| Mark Sear - Posts: 42 |
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So far so good today, I've been logged in with live data for almost 3 hours and no issues yet. I'll keep you updated.
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| [2020-07-13 10:54:37] |
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Well if you have the problem once on 2135 you will have it again. There can be no doubt about that. There is a problem. The problem is , is it some kind of Windows operating system bug or what. We do not know. But we do know with the stack is getting corrupted.
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: 2020-07-13 10:54:57
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| [2020-07-14 23:17:16] |
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Refer to this post here for special version we made to help debug this issue: Notice: Stack Overflow Issue | Post: 227366 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 |
| [2020-07-22 09:42:59] |
| Mark Sear - Posts: 42 |
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I've been running the updated version and still getting logged out (albeit not as frequently, seems to be about a couple of times a day now). Is there anything else that I need to do? Many thanks, Peter |
| [2020-07-22 10:36:40] |
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To be clear, Sierra Chart is not logging out. You are experiencing an abnormal shutdown as the result of a stack corruption. The program is abruptly terminating. We are going to approach this two different ways. We are going to see what particular versions this is occurring with and then try to analyze what has changed which is causing the problem. We have also added additional logging and a crash dump, which may help us determine the problem. Tell us what version you are running you see this with and when you see Sierra Chart shut down, are there any error messages which are displayed? What we want you to do is to update to prerelease 2140 now: Software Download: Fast Update As soon you see the problem let us know. Do not delay letting 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 Date Time Of Last Edit: 2020-07-22 10:37:10
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| [2020-07-23 07:34:41] |
| Mark Sear - Posts: 42 |
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Hi, I set up 2140 yesterday and have just sent you a message log as it just closed.
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| [2020-07-23 07:50:05] |
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Can you please make sure your current telephone number is set here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo Let us know when that is done. We would like to call and look at this again. We want to have one of our other developers present as well looking at it. 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: 2020-07-23 07:58:22
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| [2020-07-23 07:57:57] |
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We will be calling in about 5 to 10 minutes to look at this again. There will be two developers this time. 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 |
| [2020-07-24 07:55:57] |
| Mark Sear - Posts: 42 |
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v2123 doesn't seem to be performing any differently. There were 3 exits yesterday and one this morning as soon as I logged in. As I said yesterday once I restart the server it goes longer before it exits.
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| [2020-07-24 08:44:22] |
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Could you please run version 2140 on another computer. We have authorized your account for four systems. Could you also try a different VPS system and/or with a more current operating system version. Could you reset Sierra Chart to a default configuration by deleting/renaming the Sierra3.CFG file. Instructions: Resetting Sierra Chart to a Default State Only rename that particular file. We have no other reports of this specific problem. We do have some reports, of a stack corruption issue involving the order price and quantity dialog. Although at this point no one is reporting a further problem with this on newer versions but there is still more work we are doing in regards to that issue. 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 |
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