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How to Post a Message for Support

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[2014-09-18 22:02:33] #1 [Go To First Post]
Larrycon - Posts: 10
I haven't used SC for quite awhile. When I attempted to login a message came up saying a rollover is required. I proceeded and all four of the open windows went blank with a small message saying "Download Failed" and then each window went black. The symbol I'm wanting to load is the ES Dec 2014 contract. Before attempting the rollover, the ES Sep was showing ok up to Aug 5th (strange date). I subscribe to your SC Exchange data and have an account with Interactive Brokers. The top right corner of the screen shows DF:1 ST:1 in a bright green background. At the bottom of the File menu "Data/Trade Service Settings" and "Disconnect" are available to click and "Connect To Data Feed" is grayed out. Hoping you can help. Thanks.

[2014-09-18 22:38:13] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Go to one of the blank charts and select Edit >>Delete All Data and Download and then post a copy of the Message Log by following these instructions here: https://www.sierrachart.com/index.php?page=PostingInformation.php#log 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

[2014-09-19 06:41:14] #3 [Go To First Post]
Larrycon - Posts: 10
Software version: 1172 \| 2014-09-18 14:50:44 Usage end date: 2014-10-07 \| 2014-09-18 14:50:44 Enabled for: Advanced Features. \| 2014-09-18 14:50:44 Enabled for: Sierra Chart Historical Data Service. \| 2014-09-18 14:50:44 Enabled for: Sierra Chart Real-Time Exchange Data Feed. \| 2014-09-18 14:50:44 Enabled for: CME, CBOT, NYMEX, COMEX exchanges for trading accounts. \| 2014-09-18 14:50:44 Received 1 data feed usernames. \| 2014-09-18 14:50:44 Allow Support for Sierra Chart Data Feeds is enabled. \| 2014-09-18 14:50:44 Active service: SC Exchange Data \| 2014-09-18 14:50:44 Time Zone: -07:00:00 (PST-08PDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2014-09-18 14:50:44 2014-09-18 14:50:44 Local computer clock time \| 2014-09-18 14:50:44 2014-09-18 21:50:44 GMT time \| 2014-09-18 14:50:44 2014-09-18 14:50:44 Time zone adjusted time \| 2014-09-18 14:50:44 Time difference to server time: 0 seconds. \| 2014-09-18 14:50:44 Program path: C:\SierraChart\ \| 2014-09-18 14:50:44 Data Files path: C:\SierraChart\Data\ \| 2014-09-18 14:50:44 OS Version Number: 6.2 \| 2014-09-18 14:50:44 Checking for new symbol settings for scbcd \| 2014-09-18 14:50:44 AsyncHTTP2 socket (0) \| Resolved address sierrachart.com to IP 188.40.121.148 \| 2014-09-18 14:50:44 AsyncHTTP2 socket (1364) \| Connected. \| 2014-09-18 14:50:44 Symbol settings are up-to-date for scbcd \| 2014-09-18 14:50:44 SC Exchange Data \| Starting real-time market data updates for: ES-201409-GLOBEX. ID: 1 \| 2014-09-18 14:50:49 SC Exchange Data \| Subscribing to market data in the service client is not supported. Symbol: ES-201409-GLOBEX \| 2014-09-18 14:50:49 NOTICE: Not connected to Live trading account to receive CME real-time futures data. \| 2014-09-18 14:50:49 SC Exchange Data \| Connected. \| 2014-09-18 14:50:49 HD Request # 2 \| Downloading Intraday chart data for ES-201409-GLOBEX to the file ES-201409-GLOBEX.scid. Service: scbcd \| 2014-09-18 14:50:49 HD Request # 2 \| Download start Date-Time: 2014-08-05 22:05:31.0 \| 2014-09-18 14:50:49 HD Request # 2 \| Using server: scdf2.sierracharts.com port 10149 \| 2014-09-18 14:50:49 Socket (0) \| Resolved address ds7.sierracharts.com to IP 8.18.161.133 \| 2014-09-18 14:50:49 Socket (2040) \| Connected. \| 2014-09-18 14:50:49 HD Request # 2 \| Sending historical data logon request message. \| 2014-09-18 14:50:49 Socket (2040) \| Shutdown and closed. \| 2014-09-18 14:50:49 HD Request # 2 \| Error downloading historical Intraday data for ES-201409-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-18 14:50:49 The network socket for historical data has been closed. \| 2014-09-18 14:50:49 HD Request # 2 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201409-GLOBEX \| 2014-09-18 14:50:49 HD Request # 2 \| Intraday download COMPLETE for ES-201409-GLOBEX. Completion time: 0s \| 2014-09-18 14:50:49 Real-time Intraday chart data file updates started for ES-201409-GLOBEX \| 2014-09-18 14:50:49 AsyncHTTP2 socket (1364) \| Closed. No error. \| 2014-09-18 14:51:00 AsyncHTTP2 socket (1364) \| Shutdown and closed. \| 2014-09-18 14:51:00 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:31:57 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:31:57 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:31:57 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:31:57 SC Exchange Data \| Starting real-time market data updates for: ES-201412-GLOBEX. ID: 2 \| 2014-09-18 23:31:57 SC Exchange Data \| Subscribing to market data in the service client is not supported. Symbol: ES-201412-GLOBEX \| 2014-09-18 23:31:57 HD Request # 3 \| Downloading Intraday chart data for ES-201412-GLOBEX to the file ES-201412-GLOBEX.scid. Service: scbcd \| 2014-09-18 23:31:57 HD Request # 3 \| Download start Date-Time: 2014-03-16 23:31:57.0 \| 2014-09-18 23:31:57 HD Request # 3 \| Using server: scdf1.sierracharts.com port 10149 \| 2014-09-18 23:31:57 Socket (0) \| Resolved address ds6.sierracharts.com to IP 8.18.161.131 \| 2014-09-18 23:31:57 Socket (2164) \| Connected. \| 2014-09-18 23:31:57 HD Request # 3 \| Sending historical data logon request message. \| 2014-09-18 23:31:57 Socket (2164) \| Shutdown and closed. \| 2014-09-18 23:31:57 The network socket for historical data has been closed. \| 2014-09-18 23:31:57 HD Request # 3 \| Error downloading historical Intraday data for ES-201412-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-18 23:31:57 HD Request # 3 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201412-GLOBEX \| 2014-09-18 23:31:57 HD Request # 3 \| Intraday download COMPLETE for ES-201412-GLOBEX. Completion time: 0s \| 2014-09-18 23:31:57 Real-time Intraday chart data file updates started for ES-201412-GLOBEX \| 2014-09-18 23:31:57 Reloading all charts with filename: ES-201412-GLOBEX.scid \| 2014-09-18 23:34:26 HD Request # 4 \| Downloading Intraday chart data for ES-201412-GLOBEX to the file ES-201412-GLOBEX.scid. Service: scbcd \| 2014-09-18 23:34:26 HD Request # 4 \| Download start Date-Time: 2014-03-16 23:34:26.0 \| 2014-09-18 23:34:26 HD Request # 4 \| Using server: scdf2.sierracharts.com port 10149 \| 2014-09-18 23:34:26 Socket (0) \| Resolved address ds7.sierracharts.com to IP 8.18.161.133 \| 2014-09-18 23:34:26 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:34:26 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:34:26 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:34:26 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-18 23:34:26 Socket (2800) \| Connected. \| 2014-09-18 23:34:26 HD Request # 4 \| Sending historical data logon request message. \| 2014-09-18 23:34:26 Socket (2800) \| Shutdown and closed. \| 2014-09-18 23:34:26 The network socket for historical data has been closed. \| 2014-09-18 23:34:26 HD Request # 4 \| Error downloading historical Intraday data for ES-201412-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-18 23:34:26 HD Request # 4 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201412-GLOBEX \| 2014-09-18 23:34:26 HD Request # 4 \| Intraday download COMPLETE for ES-201412-GLOBEX. Completion time: 0s \| 2014-09-18 23:34:26 Real-time Intraday chart data file updates started for ES-201412-GLOBEX \| 2014-09-18 23:34:26

[2014-09-19 12:22:58] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We see you were previously using Interactive Brokers. To access CME data and take advantage of the CME exchange fee waiver, you must connect to your Interactive Brokers account. Notice this message in the log: NOTICE: Not connected to Live trading account to receive CME real-time futures data. \| 2014-09-18 14:50:49 Refer to the instructions here: http://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#Integration This section provides more details about this: http://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#CME 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: 2014-09-19 12:24:59

[2014-09-19 19:18:51] #5 [Go To First Post]
Larrycon - Posts: 10
Sorry, but I'm totally confused and have ended up with the same "Download Failed" result. I added $35 to the $0 Additional Services balance that was showing. I implemented this instruction: To use the data feed provided by your Trading service you need to uncheck Global Settings >> Data/Trade Service Settings >> Allow Support for Sierra Chart Data Feeds . After changing that setting, reconnect to the data feed with the File >> Disconnect and File >> Connect To Data Feed commands on the menu. I'm unable to get Step 5 of the "Setup Instructions" to show an "Activate" button. It currently shows a "Deactivate" button. I give up. :-) Here's the latest copy of the Message Log. Software version: 1172 \| 2014-09-19 11:54:32 Usage end date: 2014-10-07 \| 2014-09-19 11:54:32 Enabled for: Advanced Features. \| 2014-09-19 11:54:32 Enabled for: Sierra Chart Historical Data Service. \| 2014-09-19 11:54:32 Enabled for: Sierra Chart Real-Time Exchange Data Feed. \| 2014-09-19 11:54:32 Enabled for: CME, CBOT, NYMEX, COMEX exchanges for trading accounts. \| 2014-09-19 11:54:32 Received 1 data feed usernames. \| 2014-09-19 11:54:32 Allow Support for Sierra Chart Data Feeds is disabled. \| 2014-09-19 11:54:32 Active service: SC Exchange Data \| 2014-09-19 11:54:32 Time Zone: -07:00:00 (PST-08PDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2014-09-19 11:54:32 2014-09-19 11:54:32 Local computer clock time \| 2014-09-19 11:54:32 2014-09-19 18:54:32 GMT time \| 2014-09-19 11:54:32 2014-09-19 11:54:32 Time zone adjusted time \| 2014-09-19 11:54:32 Time difference to server time: 0 seconds. \| 2014-09-19 11:54:32 Program path: C:\SierraChart\ \| 2014-09-19 11:54:32 Data Files path: C:\SierraChart\Data\ \| 2014-09-19 11:54:32 OS Version Number: 6.2 \| 2014-09-19 11:54:32 Checking for new symbol settings for scbcd \| 2014-09-19 11:54:33 AsyncHTTP2 socket (0) \| Resolved address sierrachart.com to IP 188.40.121.148 \| 2014-09-19 11:54:33 AsyncHTTP2 socket (1268) \| Connected. \| 2014-09-19 11:54:33 Symbol settings are up-to-date for scbcd \| 2014-09-19 11:54:33 SC Exchange Data \| Starting real-time market data updates for: ES-201409-GLOBEX. ID: 1 \| 2014-09-19 11:54:38 SC Exchange Data \| Subscribing to market data in the service client is not supported. Symbol: ES-201409-GLOBEX \| 2014-09-19 11:54:38 NOTICE: Not connected to Live trading account to receive CME real-time futures data. \| 2014-09-19 11:54:38 SC Exchange Data \| Connected. \| 2014-09-19 11:54:38 HD Request # 2 \| Downloading Intraday chart data for ES-201409-GLOBEX to the file ES-201409-GLOBEX.scid. Service: scbcd \| 2014-09-19 11:54:38 HD Request # 2 \| Download start Date-Time: 2014-08-05 22:05:31.0 \| 2014-09-19 11:54:38 HD Request # 2 \| Using server: scdf1.sierracharts.com port 10149 \| 2014-09-19 11:54:38 Socket (0) \| Resolved address ds6.sierracharts.com to IP 8.18.161.131 \| 2014-09-19 11:54:38 Socket (1980) \| Connected. \| 2014-09-19 11:54:38 HD Request # 2 \| Sending historical data logon request message. \| 2014-09-19 11:54:38 Socket (1980) \| Shutdown and closed. \| 2014-09-19 11:54:38 The network socket for historical data has been closed. \| 2014-09-19 11:54:38 HD Request # 2 \| Error downloading historical Intraday data for ES-201409-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-19 11:54:38 HD Request # 2 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201409-GLOBEX \| 2014-09-19 11:54:38 HD Request # 2 \| Intraday download COMPLETE for ES-201409-GLOBEX. Completion time: 0s \| 2014-09-19 11:54:38 Real-time Intraday chart data file updates started for ES-201409-GLOBEX \| 2014-09-19 11:54:38 AsyncHTTP2 socket (1268) \| Closed. No error. \| 2014-09-19 11:54:43 AsyncHTTP2 socket (1268) \| Shutdown and closed. \| 2014-09-19 11:54:43 File >> Disconnect selected. \| 2014-09-19 12:02:08 SC Exchange Data \| Disconnected. \| 2014-09-19 12:02:08 SC Exchange Data \| Starting real-time market data updates for: ES-201409-GLOBEX. ID: 1 \| 2014-09-19 12:02:19 SC Exchange Data \| Subscribing to market data in the service client is not supported. Symbol: ES-201409-GLOBEX \| 2014-09-19 12:02:19 NOTICE: Not connected to Live trading account to receive CME real-time futures data. \| 2014-09-19 12:02:19 SC Exchange Data \| Connected. \| 2014-09-19 12:02:19 HD Request # 3 \| Downloading Intraday chart data for ES-201409-GLOBEX to the file ES-201409-GLOBEX.scid. Service: scbcd \| 2014-09-19 12:02:19 HD Request # 3 \| Download start Date-Time: 2014-08-05 22:05:31.0 \| 2014-09-19 12:02:19 HD Request # 3 \| Using server: scdf2.sierracharts.com port 10149 \| 2014-09-19 12:02:19 Socket (0) \| Resolved address ds7.sierracharts.com to IP 8.18.161.133 \| 2014-09-19 12:02:19 Socket (2272) \| Connected. \| 2014-09-19 12:02:19 HD Request # 3 \| Sending historical data logon request message. \| 2014-09-19 12:02:19 Socket (2272) \| Shutdown and closed. \| 2014-09-19 12:02:19 The network socket for historical data has been closed. \| 2014-09-19 12:02:19 HD Request # 3 \| Error downloading historical Intraday data for ES-201409-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-19 12:02:19 HD Request # 3 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201409-GLOBEX \| 2014-09-19 12:02:19 HD Request # 3 \| Intraday download COMPLETE for ES-201409-GLOBEX. Completion time: 0s \| 2014-09-19 12:02:19 Real-time Intraday chart data file updates started for ES-201409-GLOBEX \| 2014-09-19 12:02:19 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-19 12:04:02 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-19 12:04:02 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-19 12:04:02 Currently no data in file to display. Will start historical data download and real-time updates. File: C:\SierraChart\Data\ES-201412-GLOBEX.scid \| 2014-09-19 12:04:02 SC Exchange Data \| Starting real-time market data updates for: ES-201412-GLOBEX. ID: 2 \| 2014-09-19 12:04:03 SC Exchange Data \| Subscribing to market data in the service client is not supported. Symbol: ES-201412-GLOBEX \| 2014-09-19 12:04:03 HD Request # 4 \| Downloading Intraday chart data for ES-201412-GLOBEX to the file ES-201412-GLOBEX.scid. Service: scbcd \| 2014-09-19 12:04:03 HD Request # 4 \| Download start Date-Time: 2014-03-17 12:04:03.0 \| 2014-09-19 12:04:03 HD Request # 4 \| Using server: scdf1.sierracharts.com port 10149 \| 2014-09-19 12:04:03 Socket (0) \| Resolved address ds6.sierracharts.com to IP 8.18.161.131 \| 2014-09-19 12:04:03 Socket (2168) \| Connected. \| 2014-09-19 12:04:03 HD Request # 4 \| Sending historical data logon request message. \| 2014-09-19 12:04:03 Socket (2168) \| Shutdown and closed. \| 2014-09-19 12:04:03 The network socket for historical data has been closed. \| 2014-09-19 12:04:03 HD Request # 4 \| Error downloading historical Intraday data for ES-201412-GLOBEX. Historical data logon error: Invalid/missing data for service code: scbcd \| 2014-09-19 12:04:03 HD Request # 4 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for ES-201412-GLOBEX \| 2014-09-19 12:04:03 HD Request # 4 \| Intraday download COMPLETE for ES-201412-GLOBEX. Completion time: 0s \| 2014-09-19 12:04:03 Real-time Intraday chart data file updates started for ES-201412-GLOBEX \| 2014-09-19 12:04:03

[2014-09-19 19:38:11] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We need to get to the core issue. Do you have a funded futures trading account at this time? Is it with Interactive Brokers? If not, then you will have to pay very substantial exchange fees to the CME to get the futures data. 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

[2014-09-19 19:47:47] #7 [Go To First Post]
Larrycon - Posts: 10
I do have a funded trading account with interactive brokers. I'm logged into it now. In case it matters, I haven't made any trades in the account for a long time.

[2014-09-19 19:52:06] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
OK, then you just need to set Sierra Chart to connect your Interactive Brokers live account and you should be all set. Follow the instructions here: http://www.sierrachart.com/index.php?page=doc/IB.php#SetupInstructions You do not have to make any trades. Make sure you have Global Settings >> Data/Trade Service Settings >> Allow Support for Sierra Chart Data Feeds checked before you connect to it. 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

[2014-09-19 19:56:53] #9 [Go To First Post]
Larrycon - Posts: 10
You may also want to consider that I was receiving data fine until Aug 5th - the last date that shows when I open SC. I had not used SC beginning at some time prior to Aug 5 (don't recall exactly when). Point being that my Interactive Brokers connection was apparently working fine until then.

[2014-09-19 20:07:37] #10 [Go To First Post]
Larrycon - Posts: 10
Just to be sure re IB connection, I'm currently receiving real time e-mini data in their TWS, BookTrader and Chart features.

[2014-09-19 20:22:00] #11 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Just to be sure re IB connection, I'm currently receiving real time e-mini data in their TWS, BookTrader and Chart features. Yes, this is understood. In Sierra Chart you will be receiving the data from the Sierra Chart data feed. You will notice is the case when you look at the top line of the chart. Beside the symbol you will see [M] after the 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, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2014-09-19 20:54:13] #12 [Go To First Post]
Larrycon - Posts: 10
Probably won't know for sure until Monday. But it looks like success. Rollover worked and data was coming in live for the few minutes before the end of the session. Many thanks.

[2014-09-19 21:02:57] #13 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
OK just let us know if you need more help. 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

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