Support Board
Date/Time: Fri, 27 Dec 2024 18:09:20 +0000
Antivirus Suggestion
View Count: 1985
| [2016-02-23 18:57:25] |
| NeoTrader86 - Posts: 32 |
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Hello, I experienced an issue using Volume charts with Sierra Charts. After a few hours, the charts just turn blank and don´t appear anymore. I saw that the CPU usage from Sierra was more than 25% as suggested and tried every suggestion, until I got to the Antiviruis part... I made the Sierra Folder an exception and told my Antivirus(AVG)not to scan it, but despite that, the problem kept ocurring. Then I simply turned tha antivirus of and it has so far worked really well. Is there a way to make things work with AVG? If not, which Antivirus would you suggest, that is compatible with Sierra, at least when I tell it not to scan the Sierra Chart folder? Thank you |
| [2016-02-24 07:39:46] |
| bwasi - Posts: 34 |
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Avira antivirus is smoother. But you may disable it temporary while trading for best performance |
| [2016-02-24 17:51:01] |
| NeoTrader86 - Posts: 32 |
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Actually, unfortunately I have to take what I said back. Despite turning off the antivirus, the same problem occurred again and again. It always takes a few hours, but invariably it turns blank and the charts simply don´t come back and every time this happens and I check the CPU usage, Sierra´s is at 25%-28%. The only thing I can do to make it stop is close the program and reinitiate it. I don´t even have real-time data feed! I either Replay charts or, as it is the majority of time, just study them static. I imagine what would happen if I had. I began using up to 9 Volume charts from QQQ with 46.000 shares/bar, up to 14.000.000. I linked all the charts, including the number of days and scroll position. Here is what I´ve done so far with the above set up to try to make the problem stop: 1) Got the number of charts down to 4. 2) Tried using time charts using the storage unit of 1 second instead of 1 tick. 3) Unchecked the link of the “scroll position” from the charts. 4) Turned off the Antivirus. 5) Got the least number of days/per chart (after unchecking the link between them for this option too) so that only a window is filled with bars within each chart. 6) Deleted the very short charts, using the minimum Volume chart of around 300.000 shares/bar. 7) Checked for references to other charts and there are none. 8) I have no spreadsheet studies. 9) The only thing I draw are straight trendlines and I also have one EMA. 10) Checked the Trade activity log and there is almost no activity. 11) No transparent draw styles. 12) Cut a lot of the chart drawings I was using to a few. 13) I have no ACS. 14) The chart update interval up to 900 ms. 15) Checked the system memory and there was no excessive use of memory. Even after all this, the same problem occurred the same way and it just doesn´t stop. I just bought 18 months of usage of Sierra Charts and I didn´t expect to have to go thorugh all this trouble to TRY to have no problem and in the end the problem persists. Moreover, I have used other platforms with the first set up I described at the beginning of this message and I never had a problem like this before. I changed to Sierra because I was told it was one of the more efficient and light platforms there is. But I can´t do anything I could with the others and I still have to go through all the trouble I described above. I don´t know what else to do, having read more than once all of the possible high CPU usage causes and following the instructions one by one, but with no success at all. I´d be glad to have some help. Thank you in advance. |
| [2016-02-24 21:19:49] |
| User52989 - Posts: 42 |
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fwiw I use an iMac running Parallels with Win7, thought AVG was giving me some issues awhile back, switched to Avast free, disabled it from scanning Sierra folder, no problems. My chart is only about 250kb, just running ES with some indicators, so I can't comment on your particular setup. I've seen Infinity (my broker) do demos on a pretty basic PC and have about 10 charts running w/no latency or issues, so the problem likely resides in either your chart setup or antivirus. To me, would be worth the 10 min it takes to uninstall AVG and install Avast Free. I can tell you Sierra, when run properly, even in virtual form, runs extremely efficiently. I pretty much scalp ES so I'd know if my fills were crap. Hope you get it figured out.
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| [2016-02-24 23:00:11] |
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We are going to be reviewing post #3 later today. We still suspect antivirus/security software on the system causing a problem. Unless those are totally uninstalled from your system with verification, they can cause an issue. We do have experience with that. 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 |
| [2016-02-24 23:03:43] |
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Describe the procedure you followed to accomplish this: The only thing I can do to make it stop is close the program and reinitiate it.
What we want to know is if Sierra Chart was in a completely frozen state, or just using high CPU usage but still could be interacted with. 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 |
| [2016-02-25 02:36:28] |
| NeoTrader86 - Posts: 32 |
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To close the program I simply press the "x" on the upper right corner of the Sierra window. Just like any other program. That's why I suspected the problem is high CPU usage, because I can still interact with it.
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| [2016-02-25 03:08:49] |
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When you notice the high CPU usage select File >> Close All Chartbooks. And select File >> Disconnect. Do you still notice high CPU usage for Sierra Chart? If you still do, then this is a very definitive indication the problem is caused by anti-malware/security software on your system. Disabling them is not enough. They need to be removed from the system with verification. Any Microsoft software is not going to be a problem. Those do not need to be removed. The only thing I can do to make it stop is close the program and reinitiate it.
This is also a very clear indication that the problem is caused by something external and most likely anti-malware/security software.We have now read over everything that you did and it is very clear that none of those things are relevant to the problem. Sierra Chart is very fast and efficient and it is abundantly clear this problem has an external cause. This kind of issue is not normal and should not be happening. For the record, in about two months, a new version of Sierra Chart will be even more efficient when it comes to file input and output. Although it is already efficient as it is. Of course the main problem here is an external one. But we just are adding this comment. So when conclusion, remove the antivirus/anti-malware software from your system and confirm that is removed and confirm there are no left over Services from it. Disabling it is not sufficient. Our statements here are backed up with lots of experience. We have seen this problem before and we know what the cause is assuming that you still notice the high CPU usage even after closing the Chartbooks and disconnecting from the data feed. 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: 2016-02-25 03:10:11
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| [2016-02-25 17:42:57] |
| NeoTrader86 - Posts: 32 |
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OK. I did as instructed... I searched online how to remove each and all traces of the AVG antivirus, including doing so as "administrator" and did just that. Afterwards, I installed Microsoft Security Essentials and excluded the Sierra Chart folder from the scan. Then, I tried the program as usual, but unfortunately the same problem ocurred TWICE so far today. I really did try everything written on your website. I understand that you say that this is happening due to an "external" cause, but it can´t be that hard to get something so simple done. I didn´t even pay for real-time data feed to trade live yet and I can´t trust a platform that just goes blank out of nowhere more than once in the middle of the trading day, even WITHOUT streaming real time data! If you still have any suggestions to fix this, I´d be glad to try them. But, in advance, I would like to ask for my money back. I understand if you want to keep the value referent to the days I used, but I expect that you be honest in doing so, especially given that I bought it recently. Thank you. |
| [2016-02-25 17:56:53] |
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When you notice the high CPU usage select File >> Close All Chartbooks. And select File >> Disconnect. Do you still notice high CPU usage for Sierra Chart? We can issue a refund. No problem with that. just goes blank out of nowhere more than once in the middle of the trading day, even WITHOUT streaming real time data!
We know you mentioned this before, but this kind of problem report is unheard of. Our focus has been on the high CPU usage and we thought somehow this is related to it. And for the record, we do not have any other reports of a problem like this and it does not make sense. When you have the problem, we would like you to just leave Sierra Chart as it is let us know and then could we use remote assistance to look into the 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 Date Time Of Last Edit: 2016-02-25 17:58:19
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| [2016-02-25 18:09:10] |
| NeoTrader86 - Posts: 32 |
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I really like the Platform overall... And you guys are always very nice and always answer objectively and quickly. I cannot complain about that. I´m going to give it a try to sort out any possibility that I´m doing something wrong or that I have some issue that is making that happen. The remote assistance would be a great idea. As soon as I have the problem again, I´ll leave Sierra as it is and send you guys a message. Thank you.
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| [2016-02-25 18:18:12] |
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Yes, just let us know when you have the problem and we will look into it. The main thing we wonder is that when you go to the Windows Task Manager and go to the Services tab if you see any services running for the antivirus software. Microsoft Security Essentials will not be a problem. We will also see if we can prioritize the changes with file input and output to make it even more efficient. Maybe we can get that done next week. But if you are having a significant problem like you are, we do not think it is going to 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 |
| [2016-02-26 02:40:27] |
| bwasi - Posts: 34 |
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1) dload the latest version of SC. 2) check RAM memory - or take it off, vacuum dust, then placed it back. 3) reboot 4) test it again 5) you have to uNinstalled AVG, try emsisoft emergency kit https://www.emsisoft.com/en/software/eek/ it will detect virus...free . Date Time Of Last Edit: 2016-02-26 03:03:42
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| [2016-02-26 03:16:45] |
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The information given in post #13 is not going to help with this particular issue. That would only be relevant to an issue where the entire system becomes unstable.
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 |
| [2016-02-26 04:28:21] |
| bwasi - Posts: 34 |
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Nothing to lose if install to check the virus
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| [2016-02-26 14:15:20] |
| NeoTrader86 - Posts: 32 |
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As we talked about, the problem has just started, so I´m informing you to do the Remote Assistance. The charts disappeared and in their place, appeared only a white space. I took a print screen from it, just in case. Here´s the print. CPU usage is currently at 25%.
Date Time Of Last Edit: 2016-02-26 14:17:11
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 ProblemSierra.png / V - Attached On 2016-02-26 14:16:44 UTC - Size: 87.1 KB - 335 views Attachment Deleted. |
| [2016-02-26 14:19:27] |
| NeoTrader86 - Posts: 32 |
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Now it just came back on it´s own and Sierra´s CPU usage is back to around 1%.
Date Time Of Last Edit: 2016-02-26 14:30:18
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| [2016-02-26 17:19:15] |
| NeoTrader86 - Posts: 32 |
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Another time, it just went blank again. Took another Print Screen. CPU Usage Again at 25%.
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| CPU Usage.png / V - Attached On 2016-02-26 17:18:51 UTC - Size: 146.22 KB - 303 views SierraProblemSecondTime.png / V - Attached On 2016-02-26 17:19:02 UTC - Size: 87.62 KB - 285 views |
| [2016-02-26 17:31:59] |
| NeoTrader86 - Posts: 32 |
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And now it´s back again by it´s own. CPU usage 1%.
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| [2016-02-26 17:34:27] |
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If you are still available for us to look into this, could you select Help >> Accept Remote Assistance. Provide us the ID and password through an Account Support Ticket: https://www.sierrachart.com/usercp.php?page=SupportTickets We apologize for the delay. 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 |
| [2016-03-14 14:56:47] |
| NeoTrader86 - Posts: 32 |
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Hello! I just sent you a message on Skype because after a few days that the problem I reported aparently stopped ocurring, it finaly came back about 5 minutes ago... The screen chart is still blank, even though my P/L is still showing normaly. As soon as the problem started, I sent a msg through skype with the ID and Password for remote assistance, but unfortunately, no one answered. I really hoped that it would finaly work out, but it seems there´s no way to do this. Based on that, I´d like to ask for the refund of the Sierra usage time I bought. Thank you very much!
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| [2016-03-14 16:38:40] |
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We will issue you a refund. Confirm that you still want this.
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 |
| [2016-03-14 16:43:41] |
| NeoTrader86 - Posts: 32 |
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I do. Thank you!
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| [2016-03-14 16:50:00] |
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We can issue you a refund for the unused usage time you had paid for, but not for the data feed. The data feed is not refundable.
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 |
| [2016-03-14 16:55:11] |
| NeoTrader86 - Posts: 32 |
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I'm aware of that. Thank you!
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