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Direct MessagesDate/Time: Sun, 19 May 2024 14:15:31 +0000
Random disconnects using Trading Evaluator Service
View Count: 1436
| [2020-10-09 12:02:58] |
| j4ytr4der_ - Posts: 918 |
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For weeks now I've been having random disconnects while using the Trading Evaluator service and the Denali feed. I figured it had to be my network so I replaced the routing in my cable modem with a dedicated external Nighthawk router, but nothing changed. All power saving features in my PC are disabled, all performance settings are set to maximum, I have Gigabit cable through Comcast and I am wired (no wifi even in the machine). The PC is a new build as of less than 6 months ago. I've added the SierraChart directory as an exception to the antivirus software, but I'm out of ideas on how else to troubleshoot this. They happen once to twice per day (at least as far as I've noticed, they may happen when I'm not at the desk too) and are very quick, always reconnecting immediately. I have only seen this happen when on the Trading Evaluator service, it has not yet happened when running other services but that could just be coincidence. It has also happened with different chartbooks. Any suggestions on how else to troubleshoot this? |
| [2020-10-09 15:26:22] |
| j4ytr4der_ - Posts: 918 |
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I had two of these random disconnects this morning as well, but this time I was in my combine account not the Trading Evaluator service. I don't feel I can safely trade at all at this point. What can I do to investigate this further?
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| [2020-10-09 20:54:22] |
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We need to determine what connection is disconnecting. Provide the Message Log next time this happens: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog Also where are you located? We can set up another trading evaluator service on our West Coast server. But just keep in mind all the trading history is independent between each one. 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: 2020-10-09 20:54:32
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| [2020-10-09 21:55:17] |
| j4ytr4der_ - Posts: 918 |
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I'm in northern California. Trading history isn't really an issue so if you think that would make a difference, I'm all for it. I can send you the message log from today also if that will help? Or does it have to be immediately after a disconnect? EDIT: Nevermind, I see the Message log doesn't go back far enough. I'll send one immediately the next time I see a disconnect. Date Time Of Last Edit: 2020-10-09 22:39:52
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| [2020-10-12 13:47:25] |
| j4ytr4der_ - Posts: 918 |
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Log sent this morning, couple minutes ago, FYI. Also to be clear, I get this same behavior on the Trading Evaluator Service as well. This one just happened to occur while I was in my combine account.
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| [2020-10-13 11:37:19] |
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You sent us logs with connectivity issues to Rithmic. We do not know why you are sending us that. We do not provide support for Rithmic. And that service is completely unrelated to the Trading Evaluator 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 |
| [2020-10-13 12:20:23] |
| j4ytr4der_ - Posts: 918 |
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I know, but that's what I happened to be connected to when the disconnect happened this time. It also happens if I'm using the TES, but I can't make it happen on demand, so I never know which service I'll be connected to at the moment it happens. If you only want a log when it happens on the TES, then I'll have to wait until I get "lucky" and catch it while I happen to be using the TES. But I'm trading the combine more than sim now so, it might be a while.
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| [2020-10-13 15:47:30] |
| j4ytr4der_ - Posts: 918 |
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Got it again but this time on your TES. Log sent.
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| [2020-10-13 20:12:03] |
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These are the errors that we see: DTC Client socket (1) | Close event error. Windows error code 10053: An established connection was aborted by the software in your host machine. | 2020-10-13 08:42:06.812 This indicates a network connectivity issue you are having.
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 |
| [2020-10-13 20:16:05] |
| j4ytr4der_ - Posts: 918 |
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OK, any idea what I should look for/at? I have no problems in anything except SC. No problems on any other machine on my network, no streaming problems, no LAN issues, nothing. Only SC reconnects.
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| [2020-10-15 20:46:10] |
| j4ytr4der_ - Posts: 918 |
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I see that this has been moved to user discussion, which is disappointing as I really need technical help in troubleshooting this. I continue to have disconnects both in my combine account, and in the Sierra TES. I have tried a totally fresh install of SC, and I still get the disconnects. One of today's happened while I was trading my combine, and resulted in my entering a position without any corresponding record in SC. I almost didn't catch it and when I did I got flat, but took a loss because of this. I don't feel that it is safe for me to trade anything serious at this point, especially not my real money account. I am out of ideas on what to troubleshoot, and could really use some help. I sent you another log the other day as well. |
| [2020-10-16 15:43:17] |
| j4ytr4der_ - Posts: 918 |
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Just had another disconnect while using the TES. I have removed ALL other ethernet devices from my network, my trading PC is connected directly to the (brand new Netgear Nighthawk) router, which is connected directly to the cable modem. I don't know what else to troubleshoot at this point.
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| [2020-10-16 17:31:05] |
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It is clear there is a problem with your Internet connectivity. Additionally we monitored the connection ourselves today and we did not see any disconnection at all. Completely solid at 14,000+ kilometers distance with many more hops than you have. This is both for the Denali feed and the Sierra Chart simulated futures trading service. No disconnects with either. So you are another California user with poor Internet quality. This is very clear. There can be no doubt about that. You need to try another Internet provider. Might be best to leave your area if you cannot get better Internet. And yes we are serious about that. We were going to set up a Trade simulation server instance on our West Coast server but there is an issue with market data access. We have to pay substantially extra for that. Not sure it is worth it for a small number of users. But this is still under consideration and seeing how best we can accomplish 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 Date Time Of Last Edit: 2020-10-16 17:38:06
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| [2020-10-16 17:34:13] |
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The statements are conflicting with each other, and could not be true: , and resulted in my entering a position without any corresponding record in SC. I almost didn't catch it and when I did I got flat, but took a loss because of this.
If you lose the connection when the connection is restored, missing order fills are downloaded, and the correct Positions will be displayed. Instructions to download missing order fills if you need to do this manually for some reason: Trade Activity Log: Automatically Inserting Missing Order Fills Also refer to our post above. 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: 2020-10-16 17:40:50
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| [2020-10-16 17:42:33] |
| j4ytr4der_ - Posts: 918 |
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Well since there is no fast ISP available here in Silicon Valley other than Comcast (I'm not about to go back to DSL) and I'm not about to pack up my family and leave the only home we've ever known... I'm just going to have to figure out a solution to this. It's a fairly recent development (this year for sure) and as I've mentioned, appears to be exclusive to using SC. No other program or service that I use drops the connection when SC does. I'm currently trying a different Ethernet cable, on the possibility that it's something as simple as an intermittently-failing cable. I really hope it turns out to be that. |
| [2020-10-16 17:47:42] |
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We will suggest a VPS for you. We really have no other suggestion. We will follow-up a little later. Also the trading connection is a zero bandwidth connection . It is not even used for market data. And on our test connection, there was 200 Mb transferred since about 7 AM. So the connection was under a reasonable load. Update: We are also releasing a new version of Sierra Chart over the weekend which supports even higher real-time data compression which will reduce bandwidth further which may indirectly help with the trading connection. We will provide instructions at the top of the board over the weekend. 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: 2020-10-16 17:58:50
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| [2020-10-16 18:11:41] |
| j4ytr4der_ - Posts: 918 |
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Just got a disconnect even with a different cable. I'm actually sensing a pattern here... it seems to happen roughly every 2-3 hours. Probably just a coincidence but I'm trying to notice everything. I'm thinking of running out and buying a different modem next, so I can at least rule that in/out. I'll try the next build too and see if anything changes. |
| [2020-10-16 18:55:22] |
| j4ytr4der_ - Posts: 918 |
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Trying a different PC now, will see if the issue follows it.
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| [2020-10-19 02:59:34] |
| j4ytr4der_ - Posts: 918 |
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Issue still occurs on different PC. Have replaced the modem now, will see what happens.
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| [2020-10-21 04:18:22] |
| j4ytr4der_ - Posts: 918 |
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Hello again. I am still having problems with random disconnects that are impacting my ability to trade safely. I have been troubleshooting non-stop since last week, and have replaced every single piece of hardware including the PC, the router, the modem, and all cables. I've connected the PC directly to the modem and bypassed my LAN entirely. I've tried a fresh clean (no external studies at all) copy of SC, have run nothing but a single simple chart, and have increased the Remote buffer Delay send time. There has been no change at any point and I cannot ever get through more than a few hours (when I'm lucky) without a disconnect with error code 10053. However just now, something slightly different happened. I tested by running in Safe Mode with Networking (but not Safe Mode in SC), and it ran a couple of hours before disconnecting. This time there was an additional error I haven't seen before: Trading Evaluator | There has been no activity on the network socket for 40 seconds. Will reconnect. | 2020-10-20 22:30:31.762 Connection to the external service has been lost. | 2020-10-20 22:30:31.762 Trading Evaluator | Waiting for socket receive thread to end | 2020-10-20 22:30:31.780 DTC Client socket (3) | CloseSocket call. | 2020-10-20 22:30:31.780 DTC Client socket (3) | 0 bytes remaining in receive buffer when socket closed. | 2020-10-20 22:30:31.780 DTC Client socket (3) | Max send buffers used during socket life: 3 | 2020-10-20 22:30:31.780 DTC Client socket (3) | Max send buffer size during socket life: 592 | 2020-10-20 22:30:31.780 DTC Client socket (3) | Write in progress. Shutdown being delayed. PendingSize=0 | 2020-10-20 22:30:31.780 I believe that is the relevant portion. The TES appears to have stopped responding. The end result however was the same, Windows error 10053. I will send the log for analysis so you at least have it. Other than trying SC Safe Mode (my next step), I'm out of ideas on what else to troubleshoot. I have eliminated/replaced every variable I can think of other than the ISP itself (and no other ISP is available here). I can't believe that every single Xfinity customer who uses SC has this same problem, so I'm hoping you can point me in the direction of what else to try. I'm at my wit's end. I hope you will be willing to help. Thanks. |
| [2020-10-21 11:35:56] |
| j4ytr4der_ - Posts: 918 |
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Disconnected again after a few hours in SC Safe Mode while also in Safe Mode with Networking. I've now tested every permutation I can think to test, I don't know what else to look at.
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| [2020-10-21 16:56:52] |
| j4ytr4der_ - Posts: 918 |
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I believe I have exhausted all options and concluded that the problem is indeed with Comcast. I tried a VPS this morning and got a disconnect on my side, but NOT the VPS. I am in contact with them now to see if they can fix the issue, as I have no viable alternative for a primary ISP.
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| [2020-10-23 14:57:20] |
| j4ytr4der_ - Posts: 918 |
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Comcast came out and replaced the connection from my home to their network as the cabling had been chewed up quite badly by some sort of animal. They also replaced my modem with the latest model (though I had already bought a modem to eliminate it as a source of the problem), and verified that the wiring into the house was optimal. Unfortunately none of this has changed anything and SC (and only SC) still gets the disconnects randomly. No pattern of any kind that I can see. The tech could see no issues at all anywhere and was going to raise this with his upstream engineers and see if there was anything else that could be done, but based on my prior experience with them I don't have a lot of faith. Unfortunately the disconnect of Remote Desktop to the remote VPS was so bad that I would still have been at a dangerous disadvantage if trading, it took a good 30 seconds to reconnect. Would be fine for purely automated systems but not for discretionary manual trading. I'm continuing to try and find a solution but have pretty much run out of options. =( |
| [2020-10-28 16:27:58] |
| j4ytr4der_ - Posts: 918 |
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So something has changed, but the disconnects are not entirely gone. What happens now, is the same Windows error happens and I can see it in the log. But SC does not actually lose its connection. It "hiccups" for a few seconds and then is back. I have the data feed set to NOT automatically reconnect on a disconnect, so clearly SC doesn't actually think a true disconnect happened, just some kind of momentary "burp". Even though in the log, it's that same Windows error. Two steps forward one step back I suppose? I really wish I could get them to go away entirely but this is at least an improvement of sorts. |
| [2020-10-29 11:36:27] |
| j4ytr4der_ - Posts: 918 |
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Yesterday and today there has been a disconnect with a "new" error (new to me anyway) The heartbeat just disappears and the connection is lost. I have not yet checked if this happens on a feed other than Rithmic. Rithmic Trading | Message from server: Server Alert: PnL Connection - Heartbeat has been quiet for 56.094 seconds. | 2020-10-29 01:18:10.017 Rithmic Trading | Message from server: Deleting API object. | 2020-10-29 01:18:10.018 Rithmic Trading | Message from server: Server Alert: Intraday History Connection Closed | 2020-10-29 01:18:10.018 Rithmic Trading | Message from server: Server Alert: PnL Connection Closed | 2020-10-29 01:18:10.035 Rithmic Trading | Message from server: Server Alert: Trading System Connection Closed | 2020-10-29 01:18:10.045 Rithmic Trading | Message from server: Server Alert: Market Data Connection Closed | 2020-10-29 01:18:10.045 DTC Client socket (1) | Socket gracefully closed by remote side. | 2020-10-29 01:18:10.051 DTC Client socket (1) | CloseSocket call. | 2020-10-29 01:18:10.052 DTC Client socket (1) | 0 bytes remaining in receive buffer when socket closed. | 2020-10-29 01:18:10.052 DTC Client socket (1) | Graceful close received or receive error. Shutdown complete. Closing socket now. | 2020-10-29 01:18:10.053 DTC Client socket (1) | Closed. | 2020-10-29 01:18:10.053 Connection to the external service has been lost. | 2020-10-29 01:18:10.053 Rithmic Trading | Waiting for socket receive thread to end | 2020-10-29 01:18:10.080 DTC Client socket (0) | CloseSocket call. | 2020-10-29 01:18:10.081 SC Data - All Services | Waiting for socket receive thread to end | 2020-10-29 01:18:10.082 DTC Client socket (2) | CloseSocket call. | 2020-10-29 01:18:10.082 DTC Client socket (2) | 0 bytes remaining in receive buffer when socket closed. | 2020-10-29 01:18:10.082 DTC Client socket (2) | Max send buffers used during socket life: 3 | 2020-10-29 01:18:10.082 DTC Client socket (2) | Max send buffer size during socket life: 321 | 2020-10-29 01:18:10.082 SC Data - All Services | Disconnected from the server. | 2020-10-29 01:18:10.082 DTC Client socket (2) | Shutdown started. Waiting for graceful close. | 2020-10-29 01:18:10.082 Rithmic Trading | Disconnected. | 2020-10-29 01:18:10.082 DTC Client socket (2) | Timed out waiting for shutdown. Performing an immediate socket close. | 2020-10-29 01:20:39.085 DTC Client socket (2) | Closed. | 2020-10-29 01:20:39.085 DTC Client socket (2) | Deleting network socket now after delay. | 2020-10-29 01:21:09.088 |
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