Home >> Support Board

Support Board

Date/Time: Fri, 26 Apr 2024 13:53:25 +0000

How to Post a Message for Support

Error 1392 after trying to load a backup file.

View Count: 521

[2021-05-31 16:10:17] #1 [Go To First Post]
User975202 - Posts: 7
Good morning, I just sent you guys the log file with the errors I'm experiencing directly trough Sierra program. Just to summarize, while shutting computer sierra was still saving in the background and created a disk error. After turning everything back on my entire sierra configuration is gone and no chartbooks with an error 1392. I tried following the instructions for this error by loading the backup but the problem remains. Thank you.

[2021-05-31 16:37:05] #2 [Go To First Post]
John - SC Support - Posts: 31131
Check to ensure that you have enough disk space available. We wonder if you do not have any space available that is is why the files are not accessible. If that is not the issue, then be sure you go back a few days for the backup files you copy into the main folder. Make sure the backup files have a reasonable size to them as well. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-05-31 16:57:09] #3 [Go To First Post]
User975202 - Posts: 7
I have a 1 terabyte hard drive that is at 10% usage so is not disk space. I have tried to use the backup files but no data was loading so after looking into things I noticed that my entire Data folder is corrupted and can't be accessed, I did a check error scan for that drive and found no errors. Finally I decided to uninstall Sierra and re install but there are files in the sierrachart folder that don't want to be deleted so I can't even delete it let along re-install. To tap it all off it looks like this situation has damage my hard drive as every couple of minutes I get a notice of disk error for that drive and that the computer needs to restart, after restart I get the error again and again. I would love to find the way to delete this sierrachart folder and try to reinstall at this point but now that the hardrive is showing errors Im not sure I trust it to run Sierra and surely I dont want to install Sierra in another drive for that to get damaged as well.

[2021-05-31 17:09:18] #4 [Go To First Post]
John - SC Support - Posts: 31131
Sierra Chart did not damage your hard drive. If, as you stated, you turned off your computer while the program was writing to the drive, then that is most likely the reason for the problem. It is still a small probability, but with a standard hard drive (not SSD), it can happen. Sierra Chart is a safe program. We have a lot of people using it and you can search through this Support Board to see if you can find computer issues related to the software. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-05-31 17:22:08] #5 [Go To First Post]
User975202 - Posts: 7
Excuse me but I'm not here to complain, I have a major issue with your product and I need a solution not a defensive reply about the greatness of your software. I kindly pay on time every month, please provide a solution just as kindly.

[2021-05-31 18:31:56] #6 [Go To First Post]
John - SC Support - Posts: 31131
We do not have a solution. The problem is your hard drive. You can try to recover your files, but it sounds like they are all corrupted. The only option you have is to replace the hard drive and start over. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-05-31 20:04:46] #7 [Go To First Post]
Sierra_Chart Engineering - Posts: 14099
This is what your log is showing: ESM21-CME [CB] 1600 Trades #2 \| Failed to get dates from Intraday data file. Failed to open the file D:\SierraChart\Data\ESM21-CME.scid for reading. Windows error code 1392: The file or directory is corrupted and unreadable. File: D:\SierraChart\Data\ESM21-CME.scid \| 2021-05-30 12:57:56.315 * This is a hardware level issue. Sierra Chart does not create this kind of problem. And this kind of problem is exceptionally rare to be encountering. You have a problem with your hardware! You will want to run the Windows Check Disk program on your D drive: https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/chkdsk You first need to get your file system cleaned of its errors and be stable. Or replace the drive. If you need help, you need to contact a computer technician who can help you, to get this problem resolved and once you do come back to us, and then we will help you to access the backup files that Sierra Chart has. It is completely safe to delete all of the .dly and .scid files in the Data subfolder in the Sierra Chart installation folder on your system. Those files can be re-downloaded by Sierra Chart. Finally I decided to uninstall Sierra and re install but there are files in the sierrachart folder that don't want to be deleted so I can't even delete it let along re-install. This is an operating system level issue! You are having hardware and operating system level issues. That is where the problem is. It is not 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2021-06-01 01:52:26

[2021-06-02 14:29:47] #9 [Go To First Post]
User975202 - Posts: 7
Morning John, sorry for the previous comments, I was just very frustrated with the situation but I got it all worked out, I sincerely apologize. About the issue, I guess this goes into what was happening. For some reason there was a file from sierra that was running in the background that was not allowing me to delete de Sierrachart folder, looks like this file was running as soon as windows startup, I'm not sure which one it was but the hard drive I had sierra installed is a dedicated drive I use only for sierra, so I just decided to format the drive, and that's when I found sierra was still running in the background, anywho. I had a technician look into the drive this morning and he said he sees no physical issues with the drive but if this happens again to just go and get an different drive and problem solved (as you mentioned in previous comment). So now I have re-installed Sierra into the drive and everything working 100%. I'm going to see how it behaves and what not and if any issues I'll just get a new drive. The only question I have, as this is a new install, I'm guessing the configuration to my AMP trading account got lost or I need to connect both programs, so I see in the DOM "Unset" instead of my trading account. Would you please send me in the right direction to connect them? That's it. So Thank you for your help, really appreciate it and once again so sorry for my stupid comments, Im very stupid sometimes and I regret it. All the best.

[2021-06-02 14:40:43] #10 [Go To First Post]
John - SC Support - Posts: 31131
No worries. In order to setup your Sierra Chart to connect to CQG (which is what we assume you are using since you are with AMP), you will follow these instructions: CQG Trading Platform Service: Setup Instructions --------------- Separately, there should not be any Sierra Chart programs running when the software is not up and running. This is not how Sierra Chart is built. If you remember the name of the program that was still running, or if you happen across it again, please let us know. We are curious as to what was happening with this. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-06-02 14:56:11] #11 [Go To First Post]
User975202 - Posts: 7
Thank you! Yes, I'll be paying close attention and if anything happens I'll make sure I get as much info as I can so you guys can have it. Awesome, I'll go set that CQG up. Thanks again!

To post a message in this thread, you need to log in with your Sierra Chart account: