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Date/Time: Wed, 22 Sep 2021 04:38:11 +0000



Unable to load Gold/COMEX charts, but all CME indices load.

[2021-09-15 13:56:37]
alhajj - Posts: 6
I am unable to pull up a chart or DOM for GC. I have the Denali Data Feed package and it says I have data for Comex also but it will not load anything when I attempt to change the chart symbol to GC.
[2021-09-15 15:19:52]
Sierra Chart Engineering - Posts: 97826
We need to know the exact symbol of the chart or trading DOM.

First open a chart for that symbol and then follow the instructions below.

Follow the instructions here to clear the Message Log:
https://www.sierrachart.com/index.php?page=doc/MessageLog.html#Clearing

Reconnect to the data feed:
https://www.sierrachart.com/index.php?page=doc/FileMenu.html#ProcedureToReconnect

After about 30 seconds, provide a copy of the Message Log following these instructions:
https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog

We will then determine what the problem is.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2021-09-15 15:20:05
[2021-09-15 16:00:15]
alhajj - Posts: 6
Software version: 2299 64-bit | 2021-09-15 15:57:46.072
Primary Thread ID: 18600 | 2021-09-15 15:57:46.072
Usage end date: 2021-10-15 | 2021-09-15 15:57:46.072
Enabled for: Sierra Chart Historical Data Service. | 2021-09-15 15:57:46.072
Enabled for: Denali Real-Time Exchange Data Feed. | 2021-09-15 15:57:46.072
Enabled for: Delayed Denali Exchange Data Feed. | 2021-09-15 15:57:46.072
Enabled for exchange2: CME (Trading Account Required) | 2021-09-15 15:57:46.072
Enabled for exchange2: CBOT (Trading Account Required) | 2021-09-15 15:57:46.072
Enabled for exchange2: COMEX (Trading Account Required) | 2021-09-15 15:57:46.072
Enabled for exchange2: NYMEX (Trading Account Required) | 2021-09-15 15:57:46.072
Allow Support for Sierra Chart Data Feeds is enabled. | 2021-09-15 15:57:46.072
Current selected Data/Trading service: CQG WebAPI | 2021-09-15 15:57:46.072
Custom symbol settings values: enabled | 2021-09-15 15:57:46.072
Chart Update Interval: 500 | 2021-09-15 15:57:46.072
Intraday Data Storage Time Unit: 1 | 2021-09-15 15:57:46.072
Time Zone: +00:00:00 (UTC+00) | 2021-09-15 15:57:46.072
2021-09-15 15:57:46 Local computer time in UTC | 2021-09-15 15:57:46.072
2021-09-15 15:57:46 Local computer time in SC Time Zone | 2021-09-15 15:57:46.072
2021-09-15 12:52:00 Server time in UTC | 2021-09-15 15:57:46.072
Local computer UTC time and Server UTC time difference: 0 seconds. | 2021-09-15 15:57:46.072
Program path: C:\SierraChart\ | 2021-09-15 15:57:46.072
Data Files path: C:\SierraChart\Data\ | 2021-09-15 15:57:46.072
OS Version Number: 10.0 | 2021-09-15 15:57:46.073
Locale Setting: C | 2021-09-15 15:57:46.073
DLLs: UserContributedStudies_64.dll | 2021-09-15 15:57:46.073
Allowed protected custom studies: | 2021-09-15 15:57:46.073
[2021-09-15 16:02:20]
alhajj - Posts: 6
https://gyazo.com/6802557e862dbf3f738961e7e8f57060 this link contains a screenshot of the window when i attempt to change the symbol from RTYZ21 to F.US.GCE
[2021-09-15 17:20:33]
John - SC Support - Posts: 10711
We need for you to repeat the process to get the Message Log, but this time we need you to open the chart for GC as well. Follow these instructions:

Follow the instructions here to clear the Message Log:
https://www.sierrachart.com/index.php?page=doc/MessageLog.html#Clearing

Open a chart for the symbol you have an issue with. Tell us that symbol of the chart.

Disconnect from the data feed with "File >> Disconnect".

Connect to the data feed with "File >> Connect to Data Feed".

After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions:
https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog

We will then determine what the problem is.
[2021-09-16 13:04:37]
alhajj - Posts: 6
John, I cannot open the chart. Nothing happens when I click open Intraday Chart for GC, nothing.
Date Time Of Last Edit: 2021-09-16 13:08:59
[2021-09-16 14:54:37]
Sierra Chart Engineering - Posts: 97826
We would like to do a quick call and a remote assistance session to see what the issue is. Let us know when is a good time to call.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2021-09-17 14:19:57]
alhajj - Posts: 6
Anytime between 12pm-1pm eastern works for me
[2021-09-17 16:34:58]
Sierra Chart Engineering - Posts: 97826
We tried calling but there was no answer.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2021-09-21 13:36:29]
alhajj - Posts: 6
Are you attempting to reach out via my listed phone number? or Zoom.
[2021-09-21 13:47:06]
Sierra Chart Engineering - Posts: 97826
Through the telephone number on your account here:

https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo

We just tried calling again now but no answer. And the mailbox is full.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2021-09-21 13:48:15
[2021-09-21 14:53:34]
Sierra Chart Engineering - Posts: 97826
Called user and helped with issue. Charts were opening up, in the main Sierra Chart window which was either minimized or small. Other charts which they were using were detached.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.

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