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Date/Time: Fri, 29 Mar 2024 15:36:33 +0000



I have an open position and my platform just frooze

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[2013-04-23 06:21:43]
User76676 - Posts: 7
I have an open position with your platform and the platform just frooze. Is there a number where I can call Sierra?
[2013-04-23 06:53:27]
Sierra Chart Engineering - Posts: 104368
Please contact your broker about your position and to enter any order that you need to. We do not handle trading.

When that is complete, please describe what is meant by "froze".
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
[2013-04-23 07:00:20]
User76676 - Posts: 7
My broker doesn't pick up at the moment. Neither does my clearing firm. So if you can provide me with any help in that matter I would be thankful.


This is the second time in a month that my platform freezes and I can't do anything. It happend yesterday. Everything frooze and the limit order I had didn't get filled. I also have another data feed so I know what prices that was traded.

When this happens I can't see that I gave an open position in Trade activity log or under Orders and POsitions. It just says error for that specific order. So basically I have no idea that I have an open position until I get my statement from my clearing firm at the end of the day and then it is to late to close it out.

What should I do? What can be the issue?
[2013-04-23 07:07:19]
Sierra Chart Engineering - Posts: 104368
We recommend reconnecting to the server by selecting File >> Disconnect and then File >>Connect to Data Feed. After this go to Trade >> Trade Orders and Positions. You can see all of your current working orders on the Orders tab and your Positions on the Positions tab. You can select one of the positions and press Flatten to flatten it. assuming that server is reporting the correct position quantity. You should always be careful of that.

If the orders are getting rejected, we do not know what to do. Your broker should be available for this.
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
[2013-04-23 07:59:18]
User76676 - Posts: 7
I tried that and it didn't work. But it seems to be up and running now.

Do you have any idea what the issue might have been?
[2013-04-23 08:30:20]
Sierra Chart Engineering - Posts: 104368
The general 2 likely causes are as follows:
-An issue with the FIX Adapter
-A connectivity problem somewhere between your computer and the FIX Adapter

Basically the advice we gave in post #4 is the best advice to follow in this kind of scenario.
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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