Support Board
Date/Time: Wed, 30 Apr 2025 07:29:51 +0000
Severe Freezing Issue After Opening Chartbook
View Count: 125
| [2025-04-24 15:39:57] |
| User556872 - Posts: 4 |
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Dear Sierra Chart Support Team, I am experiencing a serious issue with the program freezing completely. When I start Sierra Chart, it opens normally, but as soon as I open my chartbook, the program becomes unresponsive. I am unable to close it even via Task Manager, and the only way to shut it down is by turning off the computer completely. This problem started after I resumed my subscription — I had not used the program for about a month before that. Everything worked fine previously. Please advise on how to resolve this issue. I would appreciate your urgent help, as I currently cannot use the software at all. |
| [2025-04-24 17:20:25] |
| John - SC Support - Posts: 39559 |
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First, update to the latest release. Start Sierra Chart, but do not open any chartbooks. Then follow these instructions to update: Software Download: Fast Update If you continue to have the same problem after updating, then start Sierra Chart in Safe Mode. Safe Mode does not allow 3rd party studies to run. If you can open a chartbook in Safe Mode, then the issue would be a 3rd party study that you are using. You would need to figure out which one and then update that study (if it yours) or contact the developer to let them know the issue. Refer to the following for how to start in Safe Mode: Sierra Chart - Software Login Instructions: Using Safe Mode 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: 2025-04-24 17:21:00
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| [2025-04-24 20:21:30] |
| User556872 - Posts: 4 |
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Following up on my previous message: After recently renewing my subscription and updating Sierra Chart, the program completely freezes whenever I open my chartbook. The issue is so severe that even Task Manager cannot close the application, and I have to shut down the computer via the power button. I tried starting Sierra Chart in Safe Mode, as suggested — but the problem still occurs in the same way. It freezes as soon as the chartbook is loaded. This issue only began after the recent update. Everything worked perfectly before that. Could this be related to the latest version? Please advise how I can resolve this, as I’m currently unable to use the software at all. |
 WhatsApp 2025-04-24 в 21.17.14_a58e9205.jpg / V - Attached On 2025-04-24 20:21:10 UTC - Size: 2.7 MB - 23 views Attachment Deleted. |
| [2025-04-24 20:49:26] |
| John - SC Support - Posts: 39559 |
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This is highly unusual. Please get us a chartbook that exhibits this behavior. Hopefully we can reproduce the issue and see what the problem is. Follow these instructions to get us your chartbook: Support Board Posting Information: Attaching a File (Optional) 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: 2025-04-25 17:52:00
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| [2025-04-25 10:22:04] |
| User556872 - Posts: 4 |
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Hello, I don’t understand how to fix this issue. I tried, but it’s very unclear to me. This problem never happened before. Now, when I open a previously saved chartbook, Sierra Chart completely freezes — and not only the platform, but my entire computer becomes unresponsive. I cannot move the mouse or open Task Manager. I have to shut down the computer manually by holding the power button. I’ve scanned my system for viruses and everything is clean. This seems to be a problem with the program itself, especially since it started after I renewed my subscription. Please help me resolve this. |
| [2025-04-25 14:19:11] |
| John - SC Support - Posts: 39559 |
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Please get us a chartbook that exhibits this behavior. Hopefully we can reproduce the issue and see what the problem is. Follow these instructions to get us your chartbook: Support Board Posting Information: Attaching a File (Optional) 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: 2025-04-25 17:50:20
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| [2025-04-25 15:11:16] |
| User556872 - Posts: 4 |
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Dear Sierra Chart Support, I have received three responses from your support team so far, two of which were identical, and unfortunately, none have addressed the actual issue I am facing. The problem is that every time I open the program, my entire system freezes. I am unable to perform any of the steps you suggest because the software becomes completely unresponsive, and I am forced to reboot my computer each time. This makes it impossible to troubleshoot or use Sierra Chart in any capacity. At this point, I see no practical way to continue using your service, as the platform is currently unusable, and the proposed solutions cannot be executed due to the freezing issue. Given this situation, I kindly request a refund for the unused portion of my subscription and ask that my account be closed accordingly. Thank you for your understanding, and I look forward to your prompt response. |
| [2025-04-25 15:29:37] |
| Sierra_Chart Engineering - Posts: 19383 |
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We are happy to give you a refund. We understand your system is freezing. The usual reason for this, is a large amount of file I/O occurring, a less capable system relative to the amount of data you have, and the poor architecture of the Windows operating system, or third-party software adding additional processing while files are being read. First, this is what we want you to do: Run Sierra Chart in safe mode: Sierra Chart - Software Login Instructions: Using Safe Mode Do not open any Chartbooks! Delete the Intraday chart data for the symbols you are using: Chart Data and Chart Data Files: Deleting a Chart Data File We recommend deleting all of your Intraday data files. Set the Intraday Data Storage Time Unit to 5 Seconds: Data/Trade Service Settings: Intraday Data Storage Time Unit (Global Settings >> Data/Trade Service Settings >> Common Settings >> Common Settings) (This is very mandatory!!) You can now open your Chartbook and you should have much less of a problem. Going forward, you need to install Sierra Chart on its own dedicated solid-state drive which is not used for any other purpose on your system: High CPU Usage | Inactive User Interface | Poor Performance | Long Time to Load Chart Data | Charts Reloading Often: 30.29 - Solid State Drives / SSD Also, several of the postings are not about solving the problem but asking for your Chartbook for testing. But we do not need it. If you follow the above instructions you will be able to get out of this situation. 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: 2025-04-25 15:33:01
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