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Date/Time: Thu, 01 Dec 2022 01:22:00 +0000



Phantom trades being filled when opening SierraChart

View Count: 98

[2022-09-30 13:06:00]
User288975 - Posts: 9
I logged into SC this morning and immediately started getting fills for orders I had not placed. Every time I tried to flatten my position, I was re-entered into a new trade. This kept repeating until I exited SC for a total of 22 flat to flat trades. Please advise. I would like to get phone support but can not figure out how to contact SC.
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[2022-09-30 13:34:59]
Sierra_Chart Engineering - Posts: 5388
You need to contact your broker immediately about this.

Not Sierra Chart. Sierra Chart has no control over this. We cannot help with 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, use the Teton service:
Sierra Chart Teton Futures Order Routing
Date Time Of Last Edit: 2022-09-30 13:35:11
[2022-09-30 13:44:17]
User288975 - Posts: 9
We are only trading in SIM and not currently connected to any Broker at all (please note previously sent logs for confirmation). In addition we currently run two separate subs of Sierra Chart and are wondering if they are intermingling somehow but can't see how that could happen. Really appreciate your assistance. We saw there is a phone support ability and would be fine to get on that to explain further. Thanks.
[2022-09-30 13:52:02]
Sierra_Chart Engineering - Posts: 5388
Those logs you provided are of no use to us at all.

Refer to this section for more information:
Trade Activity Log Analysis: Determining the Origin of a New/Modified Order

wondering if they are intermingling
No.
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: 2022-09-30 13:52:30
[2022-09-30 14:11:57]
User288975 - Posts: 9
We're sorry these logs were of no use - we were trying to be proactive in what might be needed.

Possibly a phone/remote log in might be of use? We are willing to pay for that service and we were expecting to launch the first two accounts of our new fund today but with these unexpected fills happening in SIM on one of our SC instances this morning we can't go live at the fund side until I know I don't have a tech issue. We are running Sierra Chart with Denalia and Teton routing using Dorman as our FCM.

Lastly, is there an option with Sierra Chart to pay a monthly fee and there is access to real time tech support? Just wondering?
[2022-09-30 15:09:12]
User288975 - Posts: 9
We again apologize for the confusion earlier on the logs. I have followed the provided instructions and created new logs I hope will prove more helpful. Please understand we just trying to understand what it is we are doing incorrectly on our side to mitigate these issues in real trading. Again, happy to pay for a call to better understand these issues.

today we had trades fire off we did not enter - this was upon software launch.
Yesterday we got filled on 18 contracts when we didn't submit an order for that quantity.


Thanks in advance for your help.
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[2022-09-30 18:15:12]
Sierra_Chart Engineering - Posts: 5388
User contacted regarding this and answered questions and assisted them as best as we could.
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

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