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Direct MessagesDate/Time: Sat, 18 May 2024 13:23:14 +0000
Error Connecting to Data or Trading Service from Sierra Chart
View Count: 522
| [2021-03-31 00:03:40] |
| User646278 - Posts: 4 |
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Dear Customer Service, I've been consulting with my broker at Cannon Trading to rectify the issue of enabling my CQG connection to your platform. I've recently double checked my username and password under Data Trade Service Settings to ensure that they are correct, which they are. My broker has contacted CQG and they claim that everything is alright on their end. Below is the last message my broker sent me regarding this issue. CQG claims that this is a front end issue which you are responsible for. Seeing that we have each done our part to fix this, I would appreciate it if you would do yours. This CQG connection did initially work with your platform using the same login info, so this is all but a mystery to me. They refreshed and said back end everything looks good. (CQG) What Sierra pack did you purchase? What markets are you trying to look at? Here the answer: We do not know your front end screens, login configurations refreshed and look good. We only enable the back end. We have enabled for Sierra. Client will need to troubleshoot with Sierra Chart directly. |
| [2021-03-31 01:31:05] |
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One thing we see is your Sierra Chart account is expired and that will prevent a connection. We have activated your account temporarily for 7 days. Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Connect to the data feed: Select "File >> Disconnect" Select "File >> Connect to Data Feed" After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog 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 |
| [2021-03-31 15:16:08] |
| User646278 - Posts: 4 |
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Dear Customer Service, I have used your platform in the past and am turning into a loyal customer. Although I appreciate your prompt service and activating my account temporarily, I believe that I am alotted an addition thirteen business days as I paid for an entire month and only 9 days of it have expired. So I'd expect that you'd honour your my reciept for the payment of an entire month of business days which is listed below. According to my calculations, there are 22 business days in April. Minus 9 of mine which have already expired in March equals 13 business days left on my account. I do not wish to pay for uncessary charges and expect that you'll grant me the 13 business days remaining on my account as opposed to just 7. John This is a receipt for your payment for Sierra Chart Additional Services. The details of the payment are as follows: Date-Time: 2021-03-19 15:09:13 UTC Account Name: Slama1 Name: John Lama Amount Paid: 50.00 USD Payment Processor: Stripe Transaction/Order ID: cs_live_a1oS9QYYfjsD4q8Y4ZaTwqu8BnbQNtJhUHYgcPSCtoSPBJiz5DyqajZywf Statement Descriptor: Sierra Chart Thank you for using Sierra Chart! If you have any question or issue with this payment, contact us through an Account Support Ticket (link below). Do not initiate a chargeback. There are fees associated with chargebacks which may be billed directly to your Sierra Chart account. |
| [2021-03-31 18:57:22] |
| John - SC Support - Posts: 31704 |
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We see the payment that you are referencing above. Those funds are in your account as part of your Services Balance. But, what happened was that you had not selected a package for your account before your trial ended, so when the trial did end (on February 27, 2021), your account expired rather than automatically renewing. Therefore, those funds are still available. You just need to select a Service Package from the following link and the cost for that package will be taken out of your Services Balance: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation#AvailableServices For more information on renewing services, refer to the following: Sierra Chart Purchase and License Information: Renewing Access For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-04-01 02:43:43] |
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Tell us what Service Package you want. They are all documented here: Description of Service Packages and Pricing 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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