Home >> Support Board

Support Board

Date/Time: Wed, 24 Apr 2024 04:37:35 +0000

How to Post a Message for Support

some charts not updating

View Count: 1029

[2014-07-23 18:13:15] #1 [Go To First Post]
User16114 - Posts: 153
ZB-201409-CBOT (as well as ZN and ZF)are not updating. Other symbols such as ES and $DOWI are updating. I'm using SC data, the [M] appears on all charts. When I change to my broker feed all charts and a quoteboard seem to update fine. I have checked my computer clock and time zone settings and using SC 1157. Not sure if I have a setting wrong or if there is an issue on your end?

[2014-07-23 18:30:25] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We have checked our servers, and the data is being received and transmitted for September ZB. Go to the chart and select Window >> Current Quote Window. Do you see price updating through that window? 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

[2014-07-23 18:37:03] #3 [Go To First Post]
User16114 - Posts: 153
No. The check mark appears before "Current Quote Window" but I don't see any changes or new windows. Is a new window supposed to appear?

[2014-07-23 18:40:26] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
If you do not see the Current Quote Window when selecting it from the Window menu, then select Window >> Reset Windows and open it again. It should be displayed when there is a checkmark by the command for it on the Window menu. 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

[2014-07-23 18:48:03] #5 [Go To First Post]
User16114 - Posts: 153
After "Reset Windows" a quoteboard appears and all symbols are now updating in the quoteboard but the ZB ZN and ZF charts are not updating.

[2014-07-23 18:51:44] #6 [Go To First Post]
User16114 - Posts: 153
A quote window now appears but it is not updating while the quoteboard is updating.

[2014-07-23 18:52:58] #7 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
This is not making sense. Select Help >> Accept Remote Assistance on the menu. Press Yes. Within a few seconds you will see a Team Viewer window with an ID and password. Send us both the ID and password through an Account Support Ticket: https://www.sierrachart.com/usercp.php?page=SupportTickets When we connect to your desktop, go to one of the charts that is not updating. Actually to make this easier for us, it would be best if you close all of your Chartbooks and open just 1 ZB chart so we can look at that. 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 Date Time Of Last Edit: 2014-07-23 18:54:06

[2014-07-23 18:55:58] #8 [Go To First Post]
User16114 - Posts: 153
The quoteboard symbol for the ZN-201409-CME but the chart is CBOT at the end. When I choose the CME symbol in Find > Symbol and hit "Apply" the symbol changes to CBOT from CME - does this have anything to do with my issue?

[2014-07-23 19:01:42] #9 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
OK this is the problem. For all CBOT symbols, the exchange part of the symbol does need to be CBOT in newer versions. Change them all to CBOT and then reconnect to the data feed. So there is no need for us to connect. 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

[2014-07-23 19:03:47] #10 [Go To First Post]
User16114 - Posts: 153
done - I have the support ticket with ID and PW

[2014-07-23 19:04:10] #11 [Go To First Post]
User16114 - Posts: 153
I have sent ...

[2014-07-23 19:07:00] #12 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
See post #9. Once you change all of the CBOT symbols to use a CBOT exchange and reconnect to the data feed, you should be fine. You might also want to perform a Full Reset of the symbol settings: https://www.sierrachart.com/index.php?page=doc/doc_GlobalSymbolSettings.php#FullResetSymbolSettingsSteps 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 Date Time Of Last Edit: 2014-07-23 19:07:58

[2014-07-23 19:16:50] #13 [Go To First Post]
User16114 - Posts: 153
the chart symbols seemed to be automatically changed to CBOT whereas the quoteboard symbols seem to require a manual change to CBOT. Post #9 seems to have solved my issue. Thanks! I didn't see #9 right away.

[2014-07-23 19:18:41] #14 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
ok good. 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

To post a message in this thread, you need to log in with your Sierra Chart account: