Support Board
Date/Time: Sun, 22 Dec 2024 22:20:49 +0000
can't open my chartbook
View Count: 1075
| [2015-08-25 15:31:27] |
| chris12 - Posts: 53 |
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hi SC impossible to open my chartbook since i came back holidays… i have the last version 1282 |
 Capture d’écran 2015-08-25 à 17.16.50.png / V - Attached On 2015-08-25 15:25:41 UTC - Size: 36.97 KB - 291 views |
| [2015-08-25 18:17:17] |
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Are you running any firewall or security software on that computer? Restart Sierra Chart. Open a chart and select File >> Connect to Data Feed. After this provide a copy of the Message Log by following these instructions: 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 |
| [2015-08-25 20:26:46] |
| chris12 - Posts: 53 |
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i desinstalled Avast from my computer but the problem still present: Software version: 1282 | 2015-08-25 21:53:57 Uses New Spreadsheets | 2015-08-25 21:53:57 Usage end date: 2016-02-02 | 2015-08-25 21:53:57 Enabled for: Advanced Features. | 2015-08-25 21:53:57 Enabled for: Advanced Features 2. | 2015-08-25 21:53:57 Enabled for: Sierra Chart Historical Data Service. | 2015-08-25 21:53:57 Enabled for: Sierra Chart Real-Time Exchange Data Feed. | 2015-08-25 21:53:57 Enabled for: EUREX exchange. | 2015-08-25 21:53:57 Received 1 data feed usernames. | 2015-08-25 21:53:57 Allow Support for Sierra Chart Data Feeds is enabled. | 2015-08-25 21:53:57 Current selected Data/Trading service: SC Exchange Data | 2015-08-25 21:53:57 Chart Update Interval: 500 | 2015-08-25 21:53:57 Time Zone: +02:00:00 (CET+01CEST+01,M3.5.0/02:00,M10.5.0/03:00) | 2015-08-25 21:53:57 2015-08-25 21:53:57 Local computer clock time | 2015-08-25 21:53:57 2015-08-25 19:53:57 GMT time | 2015-08-25 21:53:57 2015-08-25 21:53:57 Time zone adjusted time | 2015-08-25 21:53:57 Time difference to server time: 2 seconds. | 2015-08-25 21:53:57 Program path: C:\SierraChart\ | 2015-08-25 21:53:57 Data Files path: C:\SierraChart\Data\ | 2015-08-25 21:53:57 OS Version Number: 5.1 | 2015-08-25 21:53:57 Locale Information: C | 2015-08-25 21:53:57 Chart #16 is performing a full recalculation because it has been tagged. Chartbook: DAXFUTURE.cht | 2015-08-25 22:11:50 Chart #16 has tagged chart #20 for full recalculation. Chartbook: DAXFUTURE.cht | 2015-08-25 22:11:52 Chart #21 is performing a full recalculation because it has been tagged. Chartbook: DAXFUTURE.cht | 2015-08-25 22:11:52 Chart #21 has tagged chart #20 for full recalculation. Chartbook: DAXFUTURE.cht | 2015-08-25 22:13:09 Socket (37) | Connected. | 2015-08-25 22:13:09 SC Market Stats | Connected to server. | 2015-08-25 22:13:09 SC Market Stats | Sending logon request message. | 2015-08-25 22:13:09 SC Market Stats | Server Name: . | 2015-08-25 22:13:09 SC Market Stats | Server protocol version: 3. Client protocol version: 6. There is a protocol mismatch! | 2015-08-25 22:13:09 SC Market Stats | Unsupported protocol version. Disconnecting. Update Sierra Chart with 'Help >> Download Current Version'. | 2015-08-25 22:13:09 * Socket (37) | Shutdown and closed. | 2015-08-25 22:13:09 SC Market Stats | Disconnected from the server. | 2015-08-25 22:13:09 SC Market Stats | Data feed disconnected. Will reconnect. | 2015-08-25 22:13:09 Using username 0 | 2015-08-25 22:13:10 SC Exchange Data | Connecting to the server scdf1.sierracharts.com. Port 443 | 2015-08-25 22:13:10 Socket (0) | Resolved address ds6.sierracharts.com to IP 8.18.161.131 | 2015-08-25 22:13:10 Chart #17 is performing a full recalculation because it has been tagged. Chartbook: DAXFUTURE.cht | 2015-08-25 22:13:10 Chart #20 is performing a full recalculation because it has been tagged. Chartbook: DAXFUTURE.cht | 2015-08-25 22:13:11 Socket (38) | Connected. | 2015-08-25 22:13:49 SC Exchange Data | Connected to server. | 2015-08-25 22:13:49 SC Exchange Data | Sending logon request message. | 2015-08-25 22:13:49 SC Exchange Data | Server Name: . | 2015-08-25 22:13:49 SC Exchange Data | Server protocol version: 3. Client protocol version: 6. There is a protocol mismatch! | 2015-08-25 22:13:49 SC Exchange Data | Unsupported protocol version. Disconnecting. Update Sierra Chart with 'Help >> Download Current Version'. | 2015-08-25 22:13:49 * Socket (38) | Shutdown and closed. | 2015-08-25 22:13:49 SC Exchange Data | Disconnected from the server. | 2015-08-25 22:13:49 SC Exchange Data | Data feed disconnected. Will reconnect. | 2015-08-25 22:13:49 SC Market Stats | Connecting to the server ds4.sierracharts.com. Port 443 | 2015-08-25 22:13:49 Socket (0) | Resolved address ds4.sierracharts.com to IP 204.11.49.26 | 2015-08-25 22:13:49 File >> Disconnect selected. | 2015-08-25 22:13:51 Socket (39) | Shutdown and closed. | 2015-08-25 22:13:51 SC Market Stats | Disconnected from the server. | 2015-08-25 22:13:51 SC Exchange Data | Disconnected from the server. | 2015-08-25 22:13:51 SC Exchange Data | Disconnected. | 2015-08-25 22:13:51 Date Time Of Last Edit: 2015-08-26 05:43:40
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| [2015-08-26 05:42:45] |
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We need to check the log files. We will be getting back to later in the day. What we see indicates a stream corruption. This is extremely unusual. It has been many years since we have seen something like this before. If this is what it is, then for some reason on your system the data on the network connection is getting corrupted. 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 |
| [2015-08-26 10:23:22] |
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It appears there is some data corruption and connectivity problem from your system to our servers. We have checked the log files and this is what we have concluded. For example there is no logon message received after the connection. This does indicate a problem on your side. We recommend restarting your computer. You may also want to refer to help topic 17 in case this is caused by a custom study: Http://www.sierrachart.com/index.php?page=doc/helpdetails17.html 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: 2015-08-26 10:46:38
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| [2015-08-26 10:46:14] |
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We have completely misunderstood the problem. We had gotten misled by the Message Log you originally provided. The Message Log is not relevant at all here. When you are opening the Chartbook, clearly what is happening is that Sierra Chart is going into a frozen state. Therefore, refer to help topic 30.16: https://www.sierrachart.com/index.php?page=doc/helpdetails30.html#h30.16 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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