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Direct MessagesDate/Time: Sat, 18 May 2024 06:01:17 +0000
Migrating to new computer
View Count: 535
| [2020-12-17 18:17:32] |
| User148596 - Posts: 216 |
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Hi, I believe I have followed the instructions properly for moving to a new computer and I am not successfully able to reproduce my chartbook. Can I please request phone support? I am more than happy to pay the additional service. Thank you |
| [2020-12-17 18:41:33] |
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Do you Sierra Chartbooks listed in File >> Open Chartbook? We will follow-up with you in regards to telephone support. 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 |
| [2020-12-17 18:43:18] |
| User148596 - Posts: 216 |
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Yes it is
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| [2020-12-17 19:48:10] |
| John - SC Support - Posts: 31704 |
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And what exactly happens when you open the Chartbook?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2020-12-17 19:53:11] |
| User148596 - Posts: 216 |
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charts load but then timeline goes to zero and no data comes through
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| [2020-12-17 19:53:54] |
| User148596 - Posts: 216 |
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Would be easier to show on a session where you can see what's happenening on my computer
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| [2020-12-17 20:35:21] |
| John - SC Support - Posts: 31704 |
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First, run your software in Safe Mode and see what happens when you open the Chartbook. Follow the instructions here: Sierra Chart - Software Login Instructions: Using Safe Mode For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2020-12-17 20:49:47] |
| User148596 - Posts: 216 |
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Okay I did that, the problem seemed to go away while in safe mode. I'm getting delayed data though.
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| [2020-12-17 20:56:48] |
| User148596 - Posts: 216 |
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I understand that it is custom studies that is most likely the issue but the custom studies are working just fine on my other computer. Because sierra chart doesn't offer these studies I had to get them elsewhere and therefor cant just recreate them.
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| [2020-12-17 20:59:12] |
| User148596 - Posts: 216 |
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I've been struggling with this all day and have gotten nowhere. A phone call to help me navigate this situation would mean a lot. I just spent a lot of money on a new computer for the sole purpose of running Sierra Chart better and now I can't get my chartbook to run properly so I really am desperate for some personalized support.
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| [2020-12-17 21:47:38] |
| John - SC Support - Posts: 31704 |
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Talked to customer and he needs to get an updated version of the DLLs from the creator. What is odd, is that the DLLs run fine on one computer running version 2192, but not on another computer running 2207. But definitely the DLL is from prior to the changes in 2155.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2020-12-17 22:07:48] |
| User148596 - Posts: 216 |
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Okay I was able to update to Smaug's new DLL, market is closed but tried the replay like you did and got the same results. I verified in the studies that it was pulling from the correct dll. If you have any other ideas of what might be happening let me know. Thanks again for taking the time to look at it with me.
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| [2020-12-18 14:44:55] |
| John - SC Support - Posts: 31704 |
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Double check with Convergent to make sure you have the correct file for their studies as well, although I do not think that is the issue. The next thing to do would be to make sure that only the studies from Smaug are causing the issue. If that is the case, then you will need to talk to the developer to see what is happening, as the issue is definitely related to their study(ies). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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