Support Board
Date/Time: Mon, 15 Sep 2025 07:35:08 +0000
not getting data
View Count: 490
| [2022-02-07 18:08:56] |
| User510097 - Posts: 4 |
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Hi. I was on a free 2 week trial, and all was going well. When my trial ended, I signed up for Sierra Chart through your website. I first signed up for the least expensive package, thinking I would continue to use Rithmic data. But my broker, Edge Clear, said I needed service package 10 to use Rithmic. However, with service package 10 I also get Denali data, so I told my broker to cancel Rithmic. But now I'm not getting any data, and I'm confused as to why not. I signed the documents for live data, and even put more money into my account with Sierra Chart in case that was the problem. I believe my broker at Edge Clear said that Ironbeam was who I cleared trades through, and they didn't support Denali? But I'm not ready to trade live yet anyway, and am on simulated trading in Sierra Chart, so I don't think that's the problem. When I go into Data/Trade Service Settings, I still have Rithmic Direct - DTC trading (this is what I was using on my trial as it's not delayed), and now without changing any chart settings I'm getting "Symbol is unknown. Download failed". I don't see Denali as a choice. I don't know if it is a problem with my service package or something else. I would really appreciate your help with my data issue. Thank you very much.
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| [2022-02-08 14:54:53] |
| John - SC Support - Posts: 41793 |
|
Your setup for the Denali Exchange Data Feed looks good. If you are still having an issue, then we need to see your Message Log by following these instructions: Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log 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: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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