Support Board
Date/Time: Sat, 23 Nov 2024 07:10:59 +0000
Cannot log in after S/W update
View Count: 2984
| [2013-06-17 13:33:05] |
| tom85308 - Posts: 23 |
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This morning I had a message to update the software. After I did that I have been unable to connect to the transact server and therefore unable to trade.
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| [2013-06-17 15:07:11] |
| tom85308 - Posts: 23 |
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I have looked at other messages but cannot find anything to help me. Now I am getting messages that I am using a new computer to access my account which is not accurate. Help.
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| [2013-06-17 16:05:31] |
| tom85308 - Posts: 23 |
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Is anyone working this issue? I see so many threads about not being able to log in but hear nothing from Sierra.
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| [2013-06-17 16:24:28] |
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Are you able to log into Sierra Chart now? Please post a copy of the Message Log, by following these steps: https://www.sierrachart.com/index.php?l=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 |
| [2013-06-17 16:29:34] |
| tom85308 - Posts: 23 |
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No, I cannot log in. Here is the message I get. Software version: 988 | 2013-06-17 09:25:49 Current Service Package: 3 | 2013-06-17 09:25:49 Usage end date: 2013-07-19 | 2013-06-17 09:25:49 Sierra Chart Historical Data Service is included. | 2013-06-17 09:25:49 Active service: TransAct | 2013-06-17 09:25:49 Time Zone: -07:00:00 (MST-07) | 2013-06-17 09:25:49 2013-06-17 09:25:49 Local computer clock time | 2013-06-17 09:25:49 2013-06-17 16:25:49 GMT time | 2013-06-17 09:25:49 2013-06-17 09:25:49 Time zone adjusted time | 2013-06-17 09:25:49 Time difference to server time: 0 seconds. | 2013-06-17 09:25:49 Program path: C:\SierraChart\ | 2013-06-17 09:25:49 Data Files path: C:\SierraChart\Data\ | 2013-06-17 09:25:49 OS Version Number: 6.0 | 2013-06-17 09:25:49 GSP - Port for executable: 48627 | 2013-06-17 09:25:57 GSP - Starting server: C:\SierraChart\Transact\TransactToSierraBridge.exe | 2013-06-17 09:25:57 GSP: Connecting to the server 127.0.0.1. Port 48627 | 2013-06-17 09:25:59 Error connecting socket: Windows error code 10061: No connection could be made because the target machine actively refused it. | 2013-06-17 09:26:03 Error connecting to Data or Trading service. For help with this issue, press the Send For Analysis button on this window. | 2013-06-17 09:26:03 To prevent further connection attempts, select File >> Disconnect. | 2013-06-17 09:26:03 GSP: Disconnected from the server. | 2013-06-17 09:26:03 Will reconnect to the server in 5 seconds. Select File >> Disconnect to prevent further connection attempts. | 2013-06-17 09:26:03 GSP - Port for executable: 49907 | 2013-06-17 09:26:08 GSP - Starting server: C:\SierraChart\Transact\TransactToSierraBridge.exe | 2013-06-17 09:26:08 GSP: Connecting to the server 127.0.0.1. Port 49907 | 2013-06-17 09:26:10 Error connecting socket: Windows error code 10061: No connection could be made because the target machine actively refused it. | 2013-06-17 09:26:13 Error connecting to Data or Trading service. For help with this issue, press the Send For Analysis button on this window. | 2013-06-17 09:26:13 To prevent further connection attempts, select File >> Disconnect. | 2013-06-17 09:26:13 GSP: Disconnected from the server. | 2013-06-17 09:26:13 Will reconnect to the server in 5 seconds. Select File >> Disconnect to prevent further connection attempts. | 2013-06-17 09:26:13 GSP - Port for executable: 51187 | 2013-06-17 09:26:18 GSP - Starting server: C:\SierraChart\Transact\TransactToSierraBridge.exe | 2013-06-17 09:26:18 GSP: Connecting to the server 127.0.0.1. Port 51187 | 2013-06-17 09:26:20 Error connecting socket: Windows error code 10061: No connection could be made because the target machine actively refused it. | 2013-06-17 09:26:24 Error connecting to Data or Trading service. For help with this issue, press the Send For Analysis button on this window. | 2013-06-17 09:26:24 To prevent further connection attempts, select File >> Disconnect. | 2013-06-17 09:26:24 GSP: Disconnected from the server. | 2013-06-17 09:26:24 Will reconnect to the server in 5 seconds. Select File >> Disconnect to prevent further connection attempts. | 2013-06-17 09:26:24 GSP - Port for executable: 54003 | 2013-06-17 09:26:29 GSP - Starting server: C:\SierraChart\Transact\TransactToSierraBridge.exe | 2013-06-17 09:26:29 GSP: Connecting to the server 127.0.0.1. Port 54003 | 2013-06-17 09:26:31 Error connecting socket: Windows error code 10061: No connection could be made because the target machine actively refused it. | 2013-06-17 09:26:34 Error connecting to Data or Trading service. For help with this issue, press the Send For Analysis button on this window. | 2013-06-17 09:26:34 To prevent further connection attempts, select File >> Disconnect. | 2013-06-17 09:26:34 GSP: Disconnected from the server. | 2013-06-17 09:26:34 Will reconnect to the server in 5 seconds. Select File >> Disconnect to prevent further connection attempts. | 2013-06-17 09:26:34 |
| [2013-06-17 16:32:50] |
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You are able to log into Sierra Chart but unable to connect to TransAct. There is a difference. Are you running any firewall software on your computer? The Windows firewall should not be a problem. 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 |
| [2013-06-17 16:41:07] |
| tom85308 - Posts: 23 |
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I am able to log into Transact as I see the bid/ask prices. I cannot get Sierra charts to work. I am not running any firewall software.
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| [2013-06-17 16:57:30] |
| tom85308 - Posts: 23 |
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Whatever was in the S/W update seems to be what took so many of us down. |
| [2013-06-17 17:20:57] |
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We would like to contact you and use remote assistance to look into this problem. We need you to set a telephone number on your account. Follow these instructions: To change your personal information including e-mail address, password and other information, login to the Account Management system located here:
https://www.sierrachart.com/usercp.php For automatic login, select "Help >> Purchase/Account Management", on the Sierra Chart menu. On the Purchase and Account Management page, click the "Manage Account Information" link. Some users are having some login difficulties to TransAct due to firewalls. There is a new bridge program provided for connection to TransAct which can be blocked by a firewall. This is not a Sierra Chart or TransAct issue. Is merely a system issue involving firewalls. You will also see this morning many people having problems with the IQ Feed data feed which is an external data feed. There are data errors from them. That is also not related to Sierra Chart and is a different problem. Let us know when you have updated your account information so we can contact you. 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 |
| [2013-06-17 17:28:51] |
| tom85308 - Posts: 23 |
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It is updated.
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| [2013-06-17 17:34:13] |
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We are contacting you now.
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 |
| [2013-06-17 18:38:17] |
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Tom, we are going to refer this issue over to TransAct support for help. They are going to be better qualified to help with 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 |
| [2013-06-17 18:48:32] |
| tom85308 - Posts: 23 |
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So what am I to do? Wait for a response from who? Never again will I update my software before a trading day. |
| [2013-06-17 19:02:04] |
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Someone from TransAct support should be contacting you. We did provide them details about the problem and contact information. We would help with it, but we are just not sure about one particular part of the problem and they are better able to help with it. We do believe it is caused by a firewall on the system and if you could uninstall any 3rd-party firewall from your system, that is likely going to resolve the problem. We did not want to recommend this last step until we are more certain about what exactly is preventing the connection to the TransAct bridge program. You have the Windows firewall disabled so that should not be a problem. In general we do not help with firewalls other than the Windows firewall and if we see a firewall is causing the problem and the customer is not able to completely disable it and we are clear firewall is causing it, then our advice is to completely uninstall the firewall program. Third-party firewalls are known to be very troublesome. 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: 2013-06-17 19:04:51
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| [2013-06-17 19:05:41] |
| tom85308 - Posts: 23 |
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I did disable the firewall from my virus software but it is there for a very important reason. By keeping it disabled could invite other issues with my computer. I have already lost one day of trading and sure don't need any other issues.
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| [2013-06-17 19:11:50] |
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In our experience disabling a third-party firewall (non-Windows firewall) often does not prevent it from blocking connections. We have more than a decade of experience with firewalls. We have seen them time and time again continue to block connections even though they are disabled. This is what makes our position very difficult. Because the only thing we can recommend is to uninstall the firewall them if the customer does not want to do that, there is a problem. So it creates a difficult situation. When it comes to firewalls, we do not recommend using third-party firewalls. We recommend using a hardware firewall which is part of a router and using the Windows firewall. 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 |
| [2013-06-17 19:37:20] |
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Please install version 976 with this link: http://www.sierrachart.com/downloads/976SierraChartSetup.exe So if McAfee cannot help you, our advice is do not use the McAfee program. Clearly it is blocking the connection. And disabling its firewall is not helping. So it is not functioning correctly. McAfee is not a program that we recommend using. In our experience, it has proven to be a lot of trouble. It does not matter how popular it is, the fact is the program has problems. 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: 2013-06-17 19:38:30
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| [2013-06-17 19:45:44] |
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With our 17 years of experience, there have been thousands of times, programs like McAfee block our software, Sierra Chart, one way or another. These programs, are really nothing but trouble. We try to be polite about this, but the only solution is to uninstall it and use another program. The Windows firewall is good. And Microsoft Security Essentials is also reasonable anti-malware protection.
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 |
| [2013-06-17 19:52:36] |
| tom85308 - Posts: 23 |
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Your solution does not make sense. I have used Sierra for approximately 3 years with the same anti virus. And now today it is the problem? I was told an older version of Sierra would work but I tried 983 and 987 and still could not gain access. I also disabled the anti virus when signing into Sierra and that did not work. Could it just be a coincidence I downloaded Sierra's new software this morning and that is when the problem started. It worked fine last night.
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| [2013-06-17 20:33:08] |
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Tom, if you want the honest advice. McAfee is not good software. McAfee and Norton are some of the worst security programs. Also McAfee has a dishonest business practices where they use hidden methods to try to get software on people system and try to get people to pay for it, when they do not even need the software to begin with. Our advice is to not use McAfee. We have seen so much trouble from that program and others like it. As we explained in the telephone, the method that Sierra Chart now uses to connect the TransAct is through a bridge program which listens in on a local network socket. McAfee is blocking it. The version that we gave you to connect is 976. We gave you a link to this in post #17. Maybe you overlooked that post. Please look above for that post. Here is a link to that post: Cannot log in after S/W update | Post: 6764 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: 2013-06-17 20:37:02
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| [2013-06-18 03:04:41] |
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This section has the documentation for allowing the bridge program through a firewall: https://www.sierrachart.com/index.php?l=doc/TransAct.php#BridgeConnectionError It does not contain any specific information how to do this, just explains that it needs to be done. However, the problem is that if the firewall is still blocking it even when the firewall is disabled, would it even help to go into the McAfee firewall and specifically allow it . It would seem not, but you may want to try. 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 |
| [2013-06-18 03:13:24] |
| tom85308 - Posts: 23 |
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I don't like my solution but I had to go back to version 965 to get the charts to work. I would prefer to have the latest software but obviously that is not to be.
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| [2013-06-18 03:45:19] |
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This gives you some time to see what other kind of security configuration you can use on your system. It is our view, that a hardware firewall in a router and the Windows firewall is all the firewall protection you need. When it comes to anti-malware software, there are many other better choices than the popular McAfee or Norton programs. If you just simply start a new thread on this board and ask other users what they use, you will get a lot of good ideas. 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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