Support Board
Date/Time: Sat, 28 Dec 2024 09:23:09 +0000
disabe to connect
View Count: 723
| [2016-03-08 20:12:07] |
| User324751 - Posts: 3 |
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Hello sierra, since the beginning of the week I can not connect to the software. I talked to the broker (futurs online) and asked for resetting account, witheout succes:/ I can send you the log of today could you help me please? Date Time Of Last Edit: 2016-03-08 20:15:20
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| [2016-03-08 21:12:58] |
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Provide a copy of the Message Log by following these instructions: http://www.sierrachart.com/index.php?l=PostingInformation.php#MessageLog 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 |
| [2016-03-08 21:19:45] |
| User324751 - Posts: 3 |
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Software version: 1377 | 2016-03-08 16:18:21 Uses New Spreadsheets | 2016-03-08 16:18:21 Enabled for: Advanced Features. | 2016-03-08 16:18:21 Enabled for: Advanced Features 2. | 2016-03-08 16:18:21 Enabled for: Sierra Chart Historical Data Service. | 2016-03-08 16:18:21 Allow Support for Sierra Chart Data Feeds is enabled. | 2016-03-08 16:18:21 Current selected Data/Trading service: GAIN Capital/OEC | 2016-03-08 16:18:21 Chart Update Interval: 500 | 2016-03-08 16:18:21 Time Zone: -05:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2016-03-08 16:18:21 2016-03-08 23:18:25 Local computer time | 2016-03-08 16:18:21 2016-03-08 21:18:25 Local computer time in UTC | 2016-03-08 16:18:21 2016-03-08 16:18:25 Local computer time in SC Time Zone | 2016-03-08 16:18:21 2016-03-08 21:18:27 Server time in UTC | 2016-03-08 16:18:21 Local computer UTC time and Server UTC time difference: 2 seconds. | 2016-03-08 16:18:21 Program path: C:\SierraChart\ | 2016-03-08 16:18:21 Data Files path: C:\SierraChart\Data\ | 2016-03-08 16:18:21 OS Version Number: 6.1 | 2016-03-08 16:18:21 Locale Information: C | 2016-03-08 16:18:21 Checking for new symbol settings for oec | 2016-03-08 16:18:21 HTTPS connection to www.sierrachart.com:443 (0) | Resolved address sierrachart.com to IP 5.9.8.236. | 2016-03-08 16:18:21 HTTPS connection to www.sierrachart.com:443 (3) | Connected. | 2016-03-08 16:18:21 HTTPS connection to www.sierrachart.com:443 (3) | Starting TLS 1.2 connection. | 2016-03-08 16:18:21 HTTPS connection to www.sierrachart.com:443 (3) | SSL connection established. | 2016-03-08 16:18:21 Symbol settings are up-to-date for oec | 2016-03-08 16:18:26 GAIN Capital/OEC | Connecting to trading server prod.openecry.com. Port: 9400. | 2016-03-08 16:18:30 GainCapital FIX Trading socket (0) | Resolved address prod.openecry.com to IP 64.94.37.206. | 2016-03-08 16:18:31 GainCapital FIX Trading socket (4) | Connected. | 2016-03-08 16:18:31 GainCapital FIX Trading socket (4) | Starting TLS 1.2 connection. | 2016-03-08 16:18:31 GainCapital FIX Trading socket (4) | SSL connection established. | 2016-03-08 16:18:31 HTTPS connection to www.sierrachart.com:443 (3) | SSL connection closed by remote side. | 2016-03-08 16:18:31 HTTPS connection to www.sierrachart.com:443 (3) | Connection gracefully closed by remote side. | 2016-03-08 16:18:31 HTTPS connection to www.sierrachart.com:443 (3) | SSL object has been freed. SSL state is now disconnected. | 2016-03-08 16:18:31 HTTPS connection to www.sierrachart.com:443 (3) | Shutdown and closed. | 2016-03-08 16:18:31 GainCapital FIX Trading: Sending the Logon message. | 2016-03-08 16:18:31 GainCapital FIX Trading | Connected to trading server. | 2016-03-08 16:18:31 GAIN Capital/OEC | Connecting to market data server prod.openecry.com:9301. | 2016-03-08 16:18:31 GainCapital FAST Data socket (0) | Resolved address prod.openecry.com to IP 64.94.37.206. | 2016-03-08 16:18:31 GainCapital FAST Data socket (5) | Connected. | 2016-03-08 16:18:31 GainCapital FAST Data: Sending the Hello message. | 2016-03-08 16:18:31 GainCapital FAST Data: Sending the Logon message. | 2016-03-08 16:18:32 GAIN Capital/OEC | Connected to data and trading server. | 2016-03-08 16:18:32 GainCapital FIX Trading: Received a Logout message. Text = User connected from another location | 2016-03-08 16:18:32 GainCapital FIX Trading: Sending a Logout message. Text = Received Logout message. | 2016-03-08 16:18:32 GainCapital FIX Trading socket (4) | SSL shutdown indicates not able to send 'close notify'. | 2016-03-08 16:18:32 GainCapital FIX Trading socket (4) | SSL has been shut down. | 2016-03-08 16:18:32 GainCapital FIX Trading socket (4) | SSL object has been freed. SSL state is now disconnected. | 2016-03-08 16:18:32 GainCapital FIX Trading socket (4) | Shutdown and closed. | 2016-03-08 16:18:32 Connection to the external service has been lost. | 2016-03-08 16:18:32 GAIN Capital/OEC | Disconnected from the trading server. | 2016-03-08 16:18:32 GAIN Capital/OEC | Immediate disconnect from trading server detected. On next connect Logout will be sent first. | 2016-03-08 16:18:32 GainCapital FAST Data: Sending a Logout message. | 2016-03-08 16:18:32 GAIN Capital/OEC | Disconnected. | 2016-03-08 16:18:32 Will reconnect to the server in 3.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2016-03-08 16:18:32 GainCapital FAST Data socket (5) | Closed. No error. | 2016-03-08 16:18:32 GainCapital FAST Data socket (5) | Shutdown and closed. | 2016-03-08 16:18:32 GainCapital FAST Data: Remote side disconnected without completing the logout sequence. Final messages may have been lost, although unlikely. | 2016-03-08 16:18:32 GAIN Capital/OEC | Disconnected from the FAST market data server. | 2016-03-08 16:18:32 GAIN Capital/OEC | Connecting to trading server prod.openecry.com. Port: 9400. | 2016-03-08 16:18:35 GainCapital FIX Trading socket (0) | Resolved address prod.openecry.com to IP 64.94.37.206. | 2016-03-08 16:18:35 GainCapital FIX Trading socket (6) | Connected. | 2016-03-08 16:18:35 GainCapital FIX Trading socket (6) | Starting TLS 1.2 connection. | 2016-03-08 16:18:35 GainCapital FIX Trading socket (6) | SSL connection established. | 2016-03-08 16:18:36 GainCapital FIX Trading: Sending the Logon message. | 2016-03-08 16:18:36 GainCapital FIX Trading socket (6) | Closed. No error. | 2016-03-08 16:18:36 GainCapital FIX Trading socket (6) | SSL shutdown indicates not able to send 'close notify'. | 2016-03-08 16:18:36 GainCapital FIX Trading socket (6) | SSL has been shut down. | 2016-03-08 16:18:36 GainCapital FIX Trading socket (6) | SSL object has been freed. SSL state is now disconnected. | 2016-03-08 16:18:36 GainCapital FIX Trading socket (6) | Shutdown and closed. | 2016-03-08 16:18:36 GainCapital FIX Trading: Socket connection was closed without any logout messages sent or received. | 2016-03-08 16:18:36 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2016-03-08 16:18:36 To prevent further connection attempts, select 'File >> Disconnect'. | 2016-03-08 16:18:36 GAIN Capital/OEC | Disconnected from the trading server. | 2016-03-08 16:18:36 GAIN Capital/OEC | Disconnected. | 2016-03-08 16:18:36 Will reconnect to the server in 3.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2016-03-08 16:18:36 |
| [2016-03-08 21:23:25] |
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We are aware of the issue you are having and we have contacted Gain Capital about it. We have given them your email address and we also answered your Account Support Ticket about this. It has the Gain Capital email address of someone who can help you. We do apologize for the delay and we wish this problem does not exist but it is a Gain Capital/OEC issue. These are the relevant messages: GainCapital FIX Trading: Received a Logout message. Text = User connected from another location | 2016-03-08 16:18:32 GainCapital FIX Trading: Sending a Logout message. Text = Received Logout message. | 2016-03-08 16:18:32 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: 2016-03-08 21:24:25
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| [2016-03-09 06:39:24] |
| User324751 - Posts: 3 |
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Thank you sierra!! Do you have someone's email in their tech support?
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| [2016-03-09 07:38:35] |
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Use this email address: gfsupport@gaincapital.com
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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