Support Board
Date/Time: Mon, 16 Jun 2025 01:24:31 +0000
sub instance data not working
View Count: 1115
| [2023-06-07 05:58:04] |
| User117347 - Posts: 46 |
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The main instance data is working fine, but my sub instance is not receiving live data. It is connected to DTC - Sub Instance [trading] and the historical data is downloaded. The live data is just not working. Please advise. Thanks, Jim |
| [2023-06-07 07:27:58] |
| Sierra_Chart Engineering - Posts: 19924 |
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Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Close all of the Chartbooks with "File >> Close All Chartbooks". Open a single chart for the symbol you have an issue with through "File >> Find Symbol". Tell us that symbol of the chart. Tell us about *one* symbol only. 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. 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 |
| [2023-06-07 13:05:50] |
| User117347 - Posts: 46 |
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Sierra, Here is the copy log. I closed all chartbooks on the instance and opened a single chart on the ES. This new single chart with the ES symbol connected and data was coming in fine. Software version: 2504 64-bit | 2023-06-07 08:59:21.612 OpenGL enabled (NVIDIA Corporation/NVIDIA GeForce GTX 1050 Ti/PCIe/SSE2) | 2023-06-07 08:59:21.612 Primary Thread ID: 2736 | 2023-06-07 08:59:21.612 Usage end date: 2023-07-08 | 2023-06-07 08:59:21.612 Enabled for: Advanced Features 2. | 2023-06-07 08:59:21.612 Enabled for: Sierra Chart Historical Data Service. | 2023-06-07 08:59:21.612 Enabled for: Denali Real-Time Exchange Data Feed. | 2023-06-07 08:59:21.612 Enabled for: Delayed Denali Exchange Data Feed. | 2023-06-07 08:59:21.612 Enabled for exchange2: CME | 2023-06-07 08:59:21.612 Enabled for exchange2: COMEX | 2023-06-07 08:59:21.612 Enabled for exchange2: fairx_exchange.data | 2023-06-07 08:59:21.612 Allow Support for Sierra Chart Data Feeds is enabled. | 2023-06-07 08:59:21.612 Current selected Data/Trading service: DTC - Sub Instance | 2023-06-07 08:59:21.612 Custom symbol settings values: enabled | 2023-06-07 08:59:21.612 Chart Update Interval: 10 | 2023-06-07 08:59:21.612 Intraday Data Storage Time Unit: 0 | 2023-06-07 08:59:21.612 Time Zone: -04:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2023-06-07 08:59:21.612 2023-06-07 12:59:21 Local computer time in UTC | 2023-06-07 08:59:21.612 2023-06-07 08:59:21 Local computer time in SC Time Zone | 2023-06-07 08:59:21.612 2023-06-07 05:15:18 Server time in UTC | 2023-06-07 08:59:21.612 Local computer UTC time and Server UTC time difference: 0 seconds. | 2023-06-07 08:59:21.612 Program path: D:\SierraChart\SierraChartInstance_2\ | 2023-06-07 08:59:21.612 Data Files path: D:\SierraChart\SierraChartInstance_2\Data\ | 2023-06-07 08:59:21.612 OS Version Number: 10.0 | 2023-06-07 08:59:21.612 Locale Setting: C | 2023-06-07 08:59:21.612 DLLs: sst_ateam_2273_64.dll, sst_ateam_64.dll, SST_ATEAM_RX_64.dll, UserContributedStudies_64.dll | 2023-06-07 08:59:21.612 Allowed protected custom studies: SST_ATEAM, SST_ATEAM_PS | 2023-06-07 08:59:21.612 Crash reporter started: true | 2023-06-07 08:59:21.612 ESM23-CME 1 Min #1 | Reloading chart. | 2023-06-07 08:59:25.452 File >> Disconnect selected. | 2023-06-07 09:00:06.459 DTC - Sub Instance | Waiting for socket receive thread to end | 2023-06-07 09:00:06.459 DTC Client socket (1) | CloseSocket call. | 2023-06-07 09:00:06.459 DTC Client socket (1) | Shutdown started. Waiting for graceful close. | 2023-06-07 09:00:06.459 DTC - Sub Instance | Disconnected. | 2023-06-07 09:00:06.460 DTC Client socket (1) | Socket gracefully closed by remote side. | 2023-06-07 09:00:06.486 DTC Client socket (1) | Closed. | 2023-06-07 09:00:06.486 DTC - Sub Instance | Connecting to the server 127.0.0.1. Port 11099 | 2023-06-07 09:00:25.027 DTC Client socket (1) | Creating socket. | 2023-06-07 09:00:25.027 DTC Client socket (1) | New receive buffer size: 5242880 | 2023-06-07 09:00:25.027 DTC Client socket (1) | Connecting to IP: 127.0.0.1. | 2023-06-07 09:00:25.027 DTC - Sub Instance | Network connection to server complete. | 2023-06-07 09:00:25.028 DTC - Sub Instance | Starting socket receive thread. | 2023-06-07 09:00:25.028 DTC - Sub Instance | Sending encoding request to server: Binary VLS. Compression: none | 2023-06-07 09:00:25.028 DTC - Sub Instance | Setting DTC encoding to Binary VLS | 2023-06-07 09:00:25.051 DTC - Sub Instance | Sending logon request message. | 2023-06-07 09:00:25.051 DTC - Sub Instance | Received logon response. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Server Name: SC DTC Server. Build=45991M. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Server protocol version: 8. Client protocol version: 8 | 2023-06-07 09:00:25.108 DTC - Sub Instance | Successfully connected. Connected to SC DTC Protocol server. Service=scdataallservices|SymbolSettings=scdataallservices. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Trading is supported. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Order cancel and replace is supported. | 2023-06-07 09:00:25.108 DTC - Sub Instance | OCO Orders supported. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Bracket Orders supported. | 2023-06-07 09:00:25.108 DTC - Sub Instance | Connected to server complete. | 2023-06-07 09:00:25.108 Triggering next historical data download in queue. | 2023-06-07 09:00:25.109 Triggering next historical data download in queue. | 2023-06-07 09:00:25.109 Triggering next historical data download in queue. | 2023-06-07 09:00:25.109 Triggering next historical data download in queue. | 2023-06-07 09:00:25.109 Checking for new symbol settings. Requested symbol settings MD5 for service code scdataallservices. Request ID: 4. | 2023-06-07 09:00:25.109 No download requests in the queue to start downloads for. | 2023-06-07 09:00:25.109 No download requests in the queue to start downloads for. | 2023-06-07 09:00:25.109 No download requests in the queue to start downloads for. | 2023-06-07 09:00:25.109 No download requests in the queue to start downloads for. | 2023-06-07 09:00:25.109 Using symbol data fast lookup vector | 2023-06-07 09:00:25.109 DTC - Sub Instance | Starting real-time market data updates for: ESM23-CME. ID: 1 | 2023-06-07 09:00:25.109 DTC - Sub Instance | Requesting security definition data for: ESM23-CME. ID: 1 | 2023-06-07 09:00:25.109 Added historical Intraday data request for ESM23-CME to the queue. | 2023-06-07 09:00:25.109 Intraday data recording state for symbol ESM23-CME is set to download 'Pending'. | 2023-06-07 09:00:25.109 Triggering next historical data download in queue. | 2023-06-07 09:00:25.109 Delaying start of download for ESM23-CME. | 2023-06-07 09:00:25.111 DTC - Sub Instance | Received security definition for symbol ESM23-CME | 2023-06-07 09:00:25.200 Source file does not exist when saving backup of D:\SierraChart\SierraChartInstance_2\Data\Chartbook1.Cht. No backup made. | 2023-06-07 09:00:25.667 Saved Chartbook: Chartbook1.Cht. Time: 0.0002 seconds. | 2023-06-07 09:00:25.667 Symbol settings MD5 received. Request ID: 4. | 2023-06-07 09:00:27.292 Requested symbol settings for service code scdataallservices. Request ID: 5. | 2023-06-07 09:00:27.292 HD Request # 4 | Downloading Intraday chart data for ESM23-CME to the file ESM23-CME.scid. Service: cme | 2023-06-07 09:00:30.447 HD Request # 4 | Download start date-time: 2023-06-07 09:00:05.000000. File last date-time: 2023-06-07 09:00:05.774000 | 2023-06-07 09:00:30.447 HD Request # 4 | Using server: ds28.sierracharts.com port 10149 | 2023-06-07 09:00:30.447 Socket (4) | Creating socket. | 2023-06-07 09:00:30.474 Socket (4) | New receive buffer size: 5242880 | 2023-06-07 09:00:30.474 Socket (4) | Connecting to IP: 142.215.18.147. | 2023-06-07 09:00:30.474 HD Request # 4 | Setting DTC encoding to Binary VLS | 2023-06-07 09:00:30.633 HD Request # 4 | Sending historical data logon request message. | 2023-06-07 09:00:30.633 Symbol settings received. Request ID: 5. | 2023-06-07 09:00:30.864 HD Request # 4 | Requesting Intraday data. Start date-time: 2023-06-07 09:00:05. Record interval: 0. Symbol: ESM23 | 2023-06-07 09:00:31.247 HD Request # 4 | Decompressing data. | 2023-06-07 09:00:31.320 HD Request # 4 | Receiving Intraday data for ESM23-CME starting at 2023-06-07 09:00:05.009000 | 2023-06-07 09:00:31.678 Socket (4) | CloseSocket call. | 2023-06-07 09:00:31.679 Socket (4) | Shutdown started. Waiting for graceful close. | 2023-06-07 09:00:31.679 Historical data download thread signaled to stop. | 2023-06-07 09:00:31.679 HD Request # 4 | Timestamp of first Intraday data file record written: 2023-06-07 09:00:07.436000. | 2023-06-07 09:00:31.679 HD Request # 4 | Received 276 Intraday data records from 2023-06-07 09:00:05.009000 to 2023-06-07 09:00:28.507000 (23.5 seconds. Delay: 3.2 seconds) and wrote 257 records for ESM23-CME | 2023-06-07 09:00:31.679 HD Request # 4 | Add time&sales data | Remembered last file record date-time: 2023-06-07 13:00:28.507000 | 2023-06-07 09:00:31.683 Added 7 Time and Sales records to Intraday data file for ESM23-CME after download. | 2023-06-07 09:00:31.683 HD Request # 4 | Completion time: 1s. | 2023-06-07 09:00:31.683 HD Request # 4 | Intraday data download complete for ESM23-CME. Unique request ID: 4 | 2023-06-07 09:00:31.683 Removing historical data download ID 4. | 2023-06-07 09:00:31.683 Real-time Intraday chart data file updates started for ESM23-CME | 2023-06-07 09:00:31.683 Intraday chart data file opened for ESM23-CME | 2023-06-07 09:00:31.683 HD Request # 4 | Enabling Intraday chart updating for symbol. | 2023-06-07 09:00:31.683 Triggering next historical data download in queue. | 2023-06-07 09:00:31.683 No download requests in the queue to start downloads for. | 2023-06-07 09:00:31.683 Socket (4) | Socket gracefully closed by remote side. | 2023-06-07 09:00:31.754 Socket (4) | Closed. | 2023-06-07 09:00:31.754 Opened cached Intraday file: D:\SierraChart\SierraChartInstance_2\Data\ESM23-CME.scid. Thread ID: 6480 | 2023-06-07 09:00:34.492 |
| [2023-06-07 13:10:59] |
| Sierra_Chart Engineering - Posts: 19924 |
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Did you have trouble with another symbol?
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 |
| [2023-06-07 13:24:18] |
| User117347 - Posts: 46 |
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On the SUB INSTANCE, the data/trade service is set "DTC -sub instance [trading]. I can't change this. Is this the correct service for the sub instance?
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| [2023-06-07 13:41:10] |
| User117347 - Posts: 46 |
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No, just ES and only on the sub instance. My chartbook on the sub instance is "green" showing connected, but it is receiving no data. The main instance is running ES symbol and data coming in just fine
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| [2023-06-07 13:50:28] |
| Sierra_Chart Engineering - Posts: 19924 |
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The answer is yes regarding post #5. We do not see any problem in the log. Therefore, refer to help topic 3: Intraday Chart or Chart Bars Not Updating | Blank Intraday Chart | "Currently no data to display" message for Intraday 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 |
| [2023-06-07 14:16:47] |
| User117347 - Posts: 46 |
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What is the trading service that should be selected for the sub instance?
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| [2023-06-07 14:51:32] |
| John - SC Support - Posts: 40422 |
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A Sub-Instance that is started by selecting "File >> New Instance" will always have the Current Selected Service set to "DTC - Sub Instance". You can not change this.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-06-04 15:37:12] |
| User936941 - Posts: 30 |
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I am having the same issue, except all symbols on the sub instance were not receiving data. I have sent the message log per your original instructions to the OP.
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| [2024-06-04 16:16:49] |
| John - SC Support - Posts: 40422 |
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There are no issues showing in the log you sent. There is a general issue with Rithmic right now, that requires that you update to the latest release. Please do this and then see if you continue to have an issue. Refer to the following: Connection issues to Rithmic and CQG For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-05-12 12:09:29] |
| User849502 - Posts: 371 |
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John, I googled this issue, and this thread came up. This exact thing is happening to me this morning. This is on SC ALL SERVICE. Main login works fine, data streaming is perfect. I have 2 sub-instances, and have had for the past 2 years, that were working perfectly on Friday afternoon. As you can see the sub-instance is getting data from green rectangle, but there is no live data. I have moved the needed chartbooks onto either my Teton CME(chartbook works perfectly) or to the main login of All Service(again, all works perfectly). I tried all your suggestions above. Nothing is working, the 2 sub instances are dead as a rock despite being 'green connected' Let me know, Karen |
 nolivedata.png / V - Attached On 2025-05-12 12:08:40 UTC - Size: 162.72 KB - 95 views |
| [2025-05-12 13:23:01] |
| Sierra_Chart Engineering - Posts: 19924 |
|
Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Close all of the Chartbooks with "File >> Close All Chartbooks". Open a single chart for the symbol you have an issue with through "File >> Find Symbol". Tell us that symbol of the chart. Tell us about *one* symbol only. 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. 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 |
| [2025-05-12 18:24:25] |
| User849502 - Posts: 371 |
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John, this is all very odd. First off, the NON cme stuff came back up on the dead instances. I have SToxx, Stoxx Bank, and Swiss. All were fine. Then I got your email, and thought let me try the old 'edit translate symbols' before I do all the bollocks of sending you message log. guess what? it worked. So why all of a sudden, in 2 two instances that have been the same for months did it over the weekend decide it needed 'translate to current service'. Err they ain't bene no change in the service over the weekend haha. Ah the wonders of SC. Aren't you proud of me? First off I got my charts up by unloading them to other feed and main instance. Second when I went to try and fix the dead instances I tried the old translate ploy. Keep this in your file when it happens again to someone. Karen |
| [2025-05-12 18:35:46] |
| John - SC Support - Posts: 40422 |
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There is no reason for the symbols to have changed. We really do not know why it would have occurred, unless the main instance service was changed at one point.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2025-05-13 06:21:21] |
| User849502 - Posts: 371 |
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No John, nothing had changed. I simply logged on Monday morning as per usual. Started up the main log in for All Service, opened that one's chartbook. Then added the 2 additional instances I always use with that main one. The chartbooks for those are all CME products. They opened up dead. I looked at main chartbook and the is cfe vix and that was running fine. I was totally confused and eventually moved all the needed US index chartbooks to either the Main All Service or over to Teton which was working perfectly. Those chartbooks when moved worked perfect. I then went back to one of the 'dead' instances and opened up an EU chartbook...all the Eu products chartbooks were working perfectly in the 'dead' instances. I continued with my day and then thought hmmmm why not try the old faithful 'edit>translate symbols...praise Jesus all the dead CME charts came to life. From a dumb blonds point of view-your software is sooooo complex and sophisticated that if once and a while weirdo things happen is really surprising? I feel GENIUS for fixing it myself. I could come work for support now hahahaha JOKING thanks! |
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