Support Board
Date/Time: Sat, 23 Nov 2024 04:37:28 +0000
Trial Period and SC stays frozen
View Count: 3403
| [2013-05-30 21:38:43] |
| User95208 - Posts: 26 |
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This evening, SC displayed "4 days of usage time left. Please go to Accounts Management...". Since then, the SC wont work. If I open a chart, "waiting to download data...." message appears for a long time (some time 15-30 minutes. After a while, this message disappears but reappears every time I try clicking a menu on the chart. I have done several reboots and restarts in vain. Although, you may be aware of data download problem on another tread, the SC was working very well during the past 1 week until the "trial period warning message". I am unable to copy the log or upload the chart for diagnosis. The system and other applications are fine. Only SC is unresonsive; the chart screen is blank and clicking either the log or the chart shows a "not-responding message". Closing and restarting do not help. The only solution, which works, is closing the SC! HD Request # 44 - Downloading Intraday chart data for USDPLN.ABBA to the file USDPLN.ABBA.scid. Service: dtn | 2013-05-30 22:25:12 HD Request # 44 - Starting date and time: 2013-05-30 21:06:18 | 2013-05-30 22:25:12 HD Request # 44 - Requesting Tick data beginning at 2013-05-30 16:06:18 US Eastern Time. | 2013-05-30 22:25:12 HD Request # 44 - Receiving historical Intraday Tick data for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 44 - Receiving Intraday data for USDPLN.ABBA starting at 2013-05-30 21:06:18 | 2013-05-30 22:25:27 HD Request # 44 - Timestamp of first Intraday data file record written: 2013-05-30 21:06:18 | 2013-05-30 22:25:27 HD Request # 44 - Received 1995 records from 2013-05-30 21:06:18 to 2013-05-30 22:25:06 (78.8 minutes) and wrote 1995 records for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 44 - Intraday download COMPLETE for USDPLN.ABBA | 2013-05-30 22:25:27 Starting updates for: USDPLN.ABBA | 2013-05-30 22:25:27 Real-time intraday chart data file updates started for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 45 - Downloading Historical Daily chart data for USDJPY.ABBA. Starting date: 2013-05-28. Service: dtn | 2013-05-30 22:25:41 HD Request # 45 - Requesting 3 days of historical daily data. RequestID: 45 | 2013-05-30 22:25:41 HD Request # 45 - Receiving Daily data for USDJPY.ABBA | 2013-05-30 22:25:55 HD Request # 45 - Receiving historical Daily data for USDJPY.ABBA starting at 2013-05-28 | 2013-05-30 22:25:55 Writing historical daily data for USDJPY.ABBA to the file USDJPY.ABBA.dly | 2013-05-30 22:25:55 Unable to determine the symbols and settings necessary to load USDJPY.ABBA.dly as a continuous contract. Make sure Symbol Settings exist and are correct for this symbol in Global Settings >> Symbol Settings. | 2013-05-30 22:26:10 HD Request # 45 - Received 3 records from 2013-05-28 00:00:00 to 2013-05-30 00:00:00 (3.0 days) and wrote 3 records for USDJPY.ABBA | 2013-05-30 22:27:00 HD Request # 45 - Daily download COMPLETE for USDJPY.ABBA | 2013-05-30 22:27:00 HD Request # 40 - Receiving Intraday data for USDBRL.ABBA starting at 2013-05-30 20:48:42 | 2013-05-30 22:24:27 HD Request # 40 - Timestamp of first Intraday data file record written: 2013-05-30 20:48:42 | 2013-05-30 22:24:27 HD Request # 40 - Received 7 records from 2013-05-30 20:48:42 to 2013-05-30 22:03:49 (75.1 minutes) and wrote 7 records for USDBRL.ABBA | 2013-05-30 22:24:27 HD Request # 40 - Intraday download COMPLETE for USDBRL.ABBA | 2013-05-30 22:24:27 Starting updates for: USDBRL.ABBA | 2013-05-30 22:24:27 Real-time intraday chart data file updates started for USDBRL.ABBA | 2013-05-30 22:24:27 HD Request # 41 - Downloading Intraday chart data for USDCZK.ABBA to the file USDCZK.ABBA.scid. Service: dtn | 2013-05-30 22:24:27 HD Request # 41 - Starting date and time: 2013-05-30 21:06:18 | 2013-05-30 22:24:27 HD Request # 41 - Requesting Tick data beginning at 2013-05-30 16:06:18 US Eastern Time. | 2013-05-30 22:24:27 HD Request # 41 - Receiving historical Intraday Tick data for USDCZK.ABBA | 2013-05-30 22:24:42 HD Request # 41 - Receiving Intraday data for USDCZK.ABBA starting at 2013-05-30 21:06:18 | 2013-05-30 22:24:42 HD Request # 41 - Timestamp of first Intraday data file record written: 2013-05-30 21:06:18 | 2013-05-30 22:24:42 HD Request # 41 - Received 1384 records from 2013-05-30 21:06:18 to 2013-05-30 22:24:21 (78.0 minutes) and wrote 1384 records for USDCZK.ABBA | 2013-05-30 22:24:42 HD Request # 41 - Intraday download COMPLETE for USDCZK.ABBA | 2013-05-30 22:24:42 Starting updates for: USDCZK.ABBA | 2013-05-30 22:24:42 Real-time intraday chart data file updates started for USDCZK.ABBA | 2013-05-30 22:24:42 HD Request # 42 - Downloading Intraday chart data for USDHUF.ABBA to the file USDHUF.ABBA.scid. Service: dtn | 2013-05-30 22:24:42 HD Request # 42 - Starting date and time: 2013-05-30 21:06:18 | 2013-05-30 22:24:42 HD Request # 42 - Requesting Tick data beginning at 2013-05-30 16:06:18 US Eastern Time. | 2013-05-30 22:24:42 HD Request # 42 - Receiving historical Intraday Tick data for USDHUF.ABBA | 2013-05-30 22:24:57 HD Request # 42 - Receiving Intraday data for USDHUF.ABBA starting at 2013-05-30 21:06:18 | 2013-05-30 22:24:57 HD Request # 42 - Timestamp of first Intraday data file record written: 2013-05-30 21:06:18 | 2013-05-30 22:24:57 HD Request # 42 - Received 2096 records from 2013-05-30 21:06:18 to 2013-05-30 22:24:36 (78.3 minutes) and wrote 2096 records for USDHUF.ABBA | 2013-05-30 22:24:57 HD Request # 42 - Intraday download COMPLETE for USDHUF.ABBA | 2013-05-30 22:24:57 Starting updates for: USDHUF.ABBA | 2013-05-30 22:24:57 Real-time intraday chart data file updates started for USDHUF.ABBA | 2013-05-30 22:24:57 HD Request # 43 - Downloading Intraday chart data for USDILS.ABBA to the file USDILS.ABBA.scid. Service: dtn | 2013-05-30 22:24:57 HD Request # 43 - Starting date and time: 2013-05-30 21:06:13 | 2013-05-30 22:24:57 HD Request # 43 - Requesting Tick data beginning at 2013-05-30 16:06:13 US Eastern Time. | 2013-05-30 22:24:57 HD Request # 43 - Receiving historical Intraday Tick data for USDILS.ABBA | 2013-05-30 22:25:12 HD Request # 43 - Receiving Intraday data for USDILS.ABBA starting at 2013-05-30 21:06:13 | 2013-05-30 22:25:12 HD Request # 43 - Timestamp of first Intraday data file record written: 2013-05-30 21:06:13 | 2013-05-30 22:25:12 HD Request # 43 - Received 730 records from 2013-05-30 21:06:13 to 2013-05-30 22:24:35 (78.4 minutes) and wrote 730 records for USDILS.ABBA | 2013-05-30 22:25:12 HD Request # 43 - Intraday download COMPLETE for USDILS.ABBA | 2013-05-30 22:25:12 Starting updates for: USDILS.ABBA | 2013-05-30 22:25:12 Real-time intraday chart data file updates started for USDILS.ABBA | 2013-05-30 22:25:12 HD Request # 44 - Downloading Intraday chart data for USDPLN.ABBA to the file USDPLN.ABBA.scid. Service: dtn | 2013-05-30 22:25:12 HD Request # 44 - Starting date and time: 2013-05-30 21:06:18 | 2013-05-30 22:25:12 HD Request # 44 - Requesting Tick data beginning at 2013-05-30 16:06:18 US Eastern Time. | 2013-05-30 22:25:12 HD Request # 44 - Receiving historical Intraday Tick data for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 44 - Receiving Intraday data for USDPLN.ABBA starting at 2013-05-30 21:06:18 | 2013-05-30 22:25:27 HD Request # 44 - Timestamp of first Intraday data file record written: 2013-05-30 21:06:18 | 2013-05-30 22:25:27 HD Request # 44 - Received 1995 records from 2013-05-30 21:06:18 to 2013-05-30 22:25:06 (78.8 minutes) and wrote 1995 records for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 44 - Intraday download COMPLETE for USDPLN.ABBA | 2013-05-30 22:25:27 Starting updates for: USDPLN.ABBA | 2013-05-30 22:25:27 Real-time intraday chart data file updates started for USDPLN.ABBA | 2013-05-30 22:25:27 HD Request # 45 - Downloading Historical Daily chart data for USDJPY.ABBA. Starting date: 2013-05-28. Service: dtn | 2013-05-30 22:25:41 HD Request # 45 - Requesting 3 days of historical daily data. RequestID: 45 | 2013-05-30 22:25:41 HD Request # 45 - Receiving Daily data for USDJPY.ABBA | 2013-05-30 22:25:55 HD Request # 45 - Receiving historical Daily data for USDJPY.ABBA starting at 2013-05-28 | 2013-05-30 22:25:55 Writing historical daily data for USDJPY.ABBA to the file USDJPY.ABBA.dly | 2013-05-30 22:25:55 Unable to determine the symbols and settings necessary to load USDJPY.ABBA.dly as a continuous contract. Make sure Symbol Settings exist and are correct for this symbol in Global Settings >> Symbol Settings. | 2013-05-30 22:26:10 HD Request # 45 - Received 3 records from 2013-05-28 00:00:00 to 2013-05-30 00:00:00 (3.0 days) and wrote 3 records for USDJPY.ABBA | 2013-05-30 22:27:00 HD Request # 45 - Daily download COMPLETE for USDJPY.ABBA | 2013-05-30 22:27:00 |
| [2013-05-30 21:47:24] |
| User95208 - Posts: 26 |
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Please look at this log from the above message: Writing historical daily data for USDJPY.ABBA to the file USDJPY.ABBA.dly | 2013-05-30 22:25:55 Unable to determine the symbols and settings necessary to load USDJPY.ABBA.dly as a continuous contract. Make sure Symbol Settings exist and are correct for this symbol in Global Settings I have not made any changes to any settings in the last one week. I think it is something to do with the USDJPY.ABBA.DLY file. |
| [2013-05-30 22:10:25] |
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Please understand. This is 100% unrelated to the remaining trial time in the account. No relationship whatsoever. We have made this very clear what the source of this problem is. It has to do with software running on your system which is interfering with the file system like anti-malware software. We cannot spend further time on this. Our recommendation is to remove that software from your system or disable it. Clearly it is causing a serious problem. Otherwise, there's no point in continuing to use Sierra Chart. You also have enabled the Continuous Futures Contract option in Chart >> Chart Settings for that symbol. Disable 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 |
| [2013-05-30 22:49:49] |
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If you need a trial extension, we can do that. Just let us know. This is the relevant help topic for the problem you are experiencing: http://www.sierrachart.com/index.php?l=doc/helpdetails30.html#h30.8 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 |
| [2013-05-30 23:31:45] |
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We assume due to the past problems you had related to files, that the problem is related to the file system, but there could be another issue going on here and that is explained in help topic 30.23 here: http://www.sierrachart.com/index.php?l=doc/helpdetails30.html#h30.23 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 |
| [2013-05-31 06:43:25] |
| User95208 - Posts: 26 |
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Thanks. Please extend my free trial at least by a couple of weeks, if possible, and preferably until the end of June. The objective is to try a few things including trying with another AV/Malware and an SSD. I will look into the help files and post further, if necessary. |
| [2013-05-31 18:04:57] |
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We have extended your trial by 15 days. Just let us know if you get the problems worked out.
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 |
| [2013-06-05 11:00:54] |
| User95208 - Posts: 26 |
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Thanks for the extension. I have not managed to find a decent PCIe x4 or x2 card with an SSD mount. I am out of drive space on HP workstation. I am stuck with the HDD for the time being. Barring the saving time, which still takes good 1-2 minutes on the SATA II HDD, the SC is doing fine. The load/save time does not differ between running without/without Kaspersky AV. I would probably uninstall KAV and try Avast. I am aware that you recommend running SC without AV/Firewall/Malware. But, in my personal opinion, I find that a too dangerous an environment and practice to run an internet facing PC. The SC support may have never faced an issue running a machine without FW/AV/MW. Fair enough; but let's agree to disagree! BTW, my video card is NVS 440, which is a quad display card. Does this make a difference to the chart load time or number crunching time? I doubt if the video card affects the data download/save. One choice is to use a RAM Disk (6GB size). But the data folder on SC folder shows the size as 20.3 GB and size on disk as 5.28 GB. what does the size on disk stand for please? In closing, the intention is to take a monthly licence upon expiry of the free trial. You do not have a one-time licence, do you? Thanks Date Time Of Last Edit: 2013-06-05 11:02:58
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| [2013-06-05 11:40:33] |
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saving time, which still takes good 1-2 minutes Are you referring to saving a Chartbook? If so, this is absolutely unheard of. Saving a Chartbook should take just a second or a few seconds at most. Something is seriously wrong on your system.The video card is not relevant. The smaller file size is the compressed size. A good method of security is to use a hardware firewall which routers have, use the built-in Windows firewall, and use basic security software like Microsoft security essentials. And have Microsoft security essentials exclude scanning Sierra Chart and its files. There is no one-time license. That is not practical. 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: 2013-06-05 11:41:56
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| [2013-06-05 12:03:16] |
| User95208 - Posts: 26 |
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Are you referring to saving a Chartbook?
No. Saving refers to downloading/saving the data. If I want to make use use of the RAM Disk, which is faster than the SSD, do I have to save the entire data folder or would saving the compressed file is enough? I think, we need to save the entire data folder. Thanks |
| [2013-06-05 16:27:01] |
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The two sizes you see are for the entire data folder, Windows does on the fly compression and decompression of the files. http://www.howtogeek.com/133264/how-to-use-ntfs-compression-and-when-you-might-want-to/ Sierra Chart Support |
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