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Date/Time: Sat, 02 Jul 2022 20:24:20 +0000



Order limit cannot cancel

View Count: 637

[2021-04-23 17:21:59]
florianbrender - Posts: 1
Wednesday 21st April 2021 I put 2 limit orders and I wanted them removed but it was impossible ! (I have the video as proof)

The market crossed my orders but the Sierra DOM does not show me the execution of orders. Even worse, after 1min my limit orders are removed!

Then 5min later, the DOM shows me that I am executed on these 2 orders and I had to cut them with a loss !

I hope you can do me a commercial gesture by refunding me the $ 81 loss in view of the Sierra platform problem please? I have all the proofs so needed.


Thanks
[2021-04-23 19:54:41]
John - SC Support - Posts: 17114
Your Sierra Chart account which you have logged into this Support Board with is expired. So we know what Sierra Chart account you are using, go to Help >> Support Board from within the Sierra Chart desktop program and then post in this thread telling us this is done.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-04-23 20:16:05]
User168877 - Posts: 2
This is my real account.
[2021-04-23 21:54:02]
Sierra Chart Engineering - Posts: 103558
You need to contact your broker about this. This is between you and your broker.

We see you are using CQG. Maybe there was some issue there. We do not know. In your case, Sierra Chart is just a front end for CQG.

Based on your description it does not sound as though this was an issue on the Sierra Chart side.

There also could have been a network connectivity issue. This is another reasonable explanation. There really is next to 0% chance this was an issue on the Sierra Chart side.

If you want us to look at this further, you need to go through the procedure here:
Trade Activity Log Analysis: Support Assisted Trade Activity Log Analysis
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: 2021-04-23 21:54:29
[2021-04-30 12:36:14]
User168877 - Posts: 2
I have already contacted my broker and it's not his fault. He received the orders and they were carried out. My broker refers me to you to find out what happened: "Hi,

You can provide your SC logs to them so they could go through what could have happened.

If they need anything from me I'll be happy to provide.

Best regards,

Dale ".

This is also not a problem on CQG's part since the flows were working great and I got executed. It's not an internet connection problem either because I have an excellent internet connection and I have never had a flow cut (I have the proof in video).
As you say, Sierra Chart is just a front end for CQG and the source of this problem is indeed Sierra Chart not showing me my executed orders and not letting me be able to remove them.

In addition, I can no longer connect to Sierra Chart as I stopped trading on this platform following this problem. So I can not follow the process indicated in the link you sent me for you to look at this further.


I hope you make the effort to fully understand what happened and have the humility to kindly accept that this is indeed Sierra Chart's fault. In that case, I really hope you can give me a gesture of goodwill for the amount of this loss which is $81 in reimbursement to make me want to trade on Sierra. I invite you to contact AMP which is my broker so that you can better understand this problem and thus better solve it.
[2021-04-30 14:07:59]
Sierra Chart Engineering - Posts: 103558
See our post #4 above as to what we need. We referred you to specific information you need to provide.

If you want us to look at this further, you need to go through the procedure here:
Trade Activity Log Analysis: Support Assisted Trade Activity Log Analysis

Also, under no circumstances would any payment be made for the loss. This was not our issue under any circumstances. We know that for sure. You can think that but it is just not true.

We also featured your problem here:
https://www.sierrachart.com/SupportBoard.php?ThreadID=46231#P264256
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: 2021-04-30 14:13:31

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