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Direct MessagesDate/Time: Tue, 16 Apr 2024 13:20:56 +0000
Platform shutting down while attempting to modify orders.
View Count: 1003
| [2021-02-09 17:07:51] |
| User525384 - Posts: 37 |
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Hi, When I am attempting to modify an order while using chart based trading, on occasion the platform will shut down. I am required to relog in and wait for the charts and data to populate. Has happened several times. I get an unhandled exception on the log when this occurs sometimes, other times the whole platform shuts down and I am forced to restart. Please help. |
| [2021-02-09 18:52:39] |
| John - SC Support - Posts: 30870 |
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The first thing we want you to do is to update to the current release and then see if you continue to have the same problem. Follow these instructions to update: Software Download: Fast Update For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-02-09 19:42:44] |
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We believe this may be an operating system level problem. Perform all of the Windows updates available. We also want you to enable this option: General Settings Window: Save Message Log to File (Global Settings >> General Settings >> Log >> Log) When you have the issue again, let us know. And then we will check the log file. 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: 2021-02-09 19:43:50
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| [2021-02-10 19:14:43] |
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We want to know how you are modifying the orders before Sierra Chart shut down. Did you use a keyboard shortcut or did you drag the order on the chart using your Pointer? Let us know when you have the issue again. 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: 2021-02-10 19:15:24
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| [2021-02-10 19:27:19] |
| User525384 - Posts: 37 |
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1. I updated to the current release of SC. 2. Message Log saving to file is enabled. 3. The issue happens when I have a working OCO order and I am trying to adjust/change the size and or price on a chart. For example, I click on the volume/size button/area (on the chart line corresponding to the target order for this example OCO)and I am trying to adjust it with the dialog box that pops up. The platform on occasion will shut down. I am not able to exactly pinpoint the cause. Sometimes I double click and that may cause the issue, other times it just freezes for a second then the platform goes down. Please let me know if that's helpful. |
| [2021-02-10 20:22:41] |
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Have you encountered this issue since updating Sierra Chart?
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 |
| [2021-02-11 09:35:39] |
| User525384 - Posts: 37 |
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Updated SC, Windows and I have not experienced any issues since. I am not using any keyboard shortcuts. Not happening when I drag an order line on a chart. Manually clicking then adjusting volume and/or price on/in the dialog box that pops up from an order line on a chart. |
| [2021-02-11 10:26:23] |
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Immediately let us know if you do encounter the problem again. We will then determine what the problem is and resolve.
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: 2021-02-11 10:26:37
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| [2021-02-11 17:10:25] |
| User525384 - Posts: 37 |
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As per your request, The issue has happened again.
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| [2021-02-11 17:19:51] |
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Please let us know when we can call to look at this issue on your side.
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 |
| [2021-02-11 17:36:19] |
| User525384 - Posts: 37 |
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I will be available at 2PM EST Patrick ** Date Time Of Last Edit: 2021-02-11 19:36:00
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| [2021-02-11 19:49:00] |
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We had the call with the user and we are looking into it on our side right now. Regarding sending an order to other trading accounts in addition to the selected trade account, refer to: Order Allocation to Trade Accounts 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 |
| [2021-02-11 21:01:45] |
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At this point we think it is 50% plus likely that we determined what the problem is and have it resolved. We will be putting out version 2228. This will be out later today.
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 |
| [2021-02-11 21:08:32] |
| User525384 - Posts: 37 |
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ok. I will update later tonight and keep you informed in the future if it happens again.
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| [2021-02-11 21:27:14] |
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Prerelease version 2228 is now released. Update instructions: Software Download: Fast Update Be sure to update to the "Prerelease" 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 |
| [2021-02-12 12:36:11] |
| User525384 - Posts: 37 |
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I updated to the prerelease and now I cannot open up the platform. Need help.
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| [2021-02-12 12:58:45] |
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User called. Not sure what the problem was. We just reinstalled the program to get the main executable replaced and it started no problem.
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 |
| [2021-02-23 16:28:41] |
| User525384 - Posts: 37 |
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Had multiple instances of Sierra Charts crashing/stopped working notifications. all instances occurred when I was modifying orders on the chart. How do i get you me message log? In order for you to review. thanks.
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| [2021-02-26 11:47:27] |
| User525384 - Posts: 37 |
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Posted a message on 02.23.2021 and I don't think I received a response. The platform crashed several times that day and it was related to the modification of orders. Thought it might be a good idea for you guys to review my message log for that day. Please advise.
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| [2021-02-26 12:12:10] |
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We will contact you this morning to get the log files.
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 |
| [2021-02-26 14:37:25] |
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We called and left a message. Clearly we are very concerned about this problem but it is also something that we suspect could be an operating system level issue. We will continue to work hard to isolate the 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 |
| [2021-03-01 00:01:47] |
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You can get us the log files. They are saved in C:\SierraChart\Logs. The file name begins with: Installer Log They have a date and time. Attach the ones here for the days you encountered the problem. By default they should be privately attached but you can set them to private if not. Also know that this is a high priority task, and we are working on another method to detect the error if we cannot determine it through log files. 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: 2021-03-01 00:02:12
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| [2021-09-06 04:33:57] |
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We are going through threads, where users have reported issues like this. If you still have a problem update to the latest Prerelease of Sierra Chart: Software Download: Fast Update We have made changes to reduce the stack space used when modifying orders and other changes to more definitely isolate the issue, if it is still occurring. 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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