Support Board
Date/Time: Thu, 23 Jan 2025 18:53:28 +0000
Faulty Data Received From Interactive Brokers.
View Count: 1982
| [2017-06-27 23:35:40] |
| User972044 - Posts: 154 |
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Hello there, I have just noticed that the price data for two securities SVXY and UVXY in Sierra Charts are completely wrong and do not match what is from IB at all. I have full subscription to real-time data for both of these securities in IB and I have always noticed that the price isa little off but I have dismissed as Sierra Charts having the timestamp not exactly matching with IB but today, the prices are completely off. The price for SVXY at the end of the day today was 162.10 in IB's TWS (please see attached screenshot file) and the the price for the same security in Sierra Charts is 168.20, a $7 difference!! And the price chart pattern is completely different (Please see attached screenshot file). And also when I was downloading the price from IB today after their daily maintenance at 17:00 PM, I received a lot of errors in the log such as "Array is unallocated" and Window Exception error (Please see also the log file attached). I have NEVER seen these errors before when downloading price data. I had to shut down Sierra Charts and relaunch it. When I relaunched Sierra Charts, the charts got updated but with the wrong prices. UVXY is just an mirror image of SVXY so it has the same problem. I have "Allow Support for Sierra Chart Data Feeds" checked off. Is this an issue with the Sierra Chart data feeds? Please investigate and advise. Thank you. Date Time Of Last Edit: 2017-06-28 07:34:40
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 IB_SVXY_June27PriceData.JPG / V - Attached On 2017-06-27 23:32:45 UTC - Size: 236.37 KB - 378 views SVXY_SierraCharts_June27PriceData.JPG / V - Attached On 2017-06-27 23:32:51 UTC - Size: 299.02 KB - 354 views Private File |
| [2017-06-28 02:03:44] |
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The price for SVXY at the end of the day today was 162.10 in IB's TWS (please see attached screenshot file) and the the price for the same security in Sierra Charts is 168.20, a $7 difference!! And the price chart pattern is completely different (Please see attached screenshot file).
This is what we see from the Sierra Chart Historical Data Service: http://www.sierrachart.com/image.php?Image=1498615435138.png Sierra Chart has no control over the data provided by Trader Workstation assuming that is where the data came from. What you see is what was sent by Trader workstation. We recommend using the Sierra Chart Historical Data Service and re-downloading the data: Interactive Brokers Trading Service: Using Sierra Chart Historical Data And also when I was downloading the price from IB today after their daily maintenance at 17:00 PM, I received a lot of errors in the log such as "Array is unallocated" and Window Exception error (Please see also the log file attached). I have NEVER seen these errors before when downloading price data. I had to shut down Sierra Charts and relaunch it. When I relaunched Sierra Charts, the charts got updated but with the wrong prices.
These issues are caused by a bug in your custom study. Refer to help topic 17:Sierra Chart Unexpectedly Shutting Down | Memory Errors | Unusual Software Problems | Exception Errors | Freezing of User Interface Actually thinking about this, the data problem is very likely caused by the bug in your custom study which is causing the exceptions because once you encounter an exception, the state of Sierra Chart can no longer be trusted and it is not stable. 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: 2017-06-28 02:12:38
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| [2017-06-28 02:27:38] |
| User972044 - Posts: 154 |
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Your Sierra Charts Historical Data is correct and is the same as from TWS but that is NOT what is displayed in the Sierra Charts chart!! Did you see my screenshot of my Sierra Chart? My Sierra Chart window did NOT download the price data from the Sierra Charts Historical Data or IB TWS correctly. And I AM using Sierra Charts Historical Data! While the Sierra Charts Historical Data has the price of $162.10, Sierra Charts chart displayed a price of $168.20!! So obviously there is a problem with the Sierra Charts software and THAT is the problem!! Second regarding the errors in the message log, I did NOT have any custom studies loaded at the time. I just logged onto TWS and after Sierra Charts reconnected to TWS, it just started displaying these errors. You can see from my Message Log, it did NOT say the errors were caused by any loaded Custom Studies. Again, did you read my attached Message Log? And none of the error message in the Helpfile document describes what the error message that I received. And as to the first cause 17.2 with the Advanced Custom Studies causing working fine in one version and causing problem in another, although it's not the cause of my errors but HOW am I supposed to solve this if it was? When my code was working fine and then all of sudden it's not working anymore because you changed versions. It's obviously you guys who need to figure out what is in the new version that stopped my codes from working. Just tell users to "Be aware of and understand this." is NOT good enough. You are supposed to make sure your new version of software would provide seamless continuity to people's custom studies or at least advise users what is changed and what is the impact to people's codes. Otherwise how am I supposed to find in my code that is not working due to your software changes? And assume I can find them, what am I supposed to do? Go through my codes and reprogram them every single time when I change the software to a newer version? Please investigate. There is something wrong with Sierra Charts software that it is NOT downloading the price data correctly. Date Time Of Last Edit: 2017-06-28 02:38:57
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| [2017-06-28 02:38:11] |
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We see you are running an older version of Sierra Chart. We want you to update following the instructions here: Software Download: Fast Update While we do not think that is the problem, you should not be running an older version to begin with. There is nothing for us to investigate. Neither us nor any one of our other users is going to be able to encounter a problem like this to begin with. after updating, simply re-download the data in the chart with Edit >> Delete All Data and Download. There is something wrong with Sierra Charts software that it is NOT downloading the price data correctly. This could not be. Also refer to help topic 17 about problems your custom studies can cause:Sierra Chart Unexpectedly Shutting Down | Memory Errors | Unusual Software Problems | Exception Errors | Freezing of User Interface 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: 2017-06-28 02:39:02
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| [2017-06-28 02:44:25] |
| User972044 - Posts: 154 |
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But the older version worked perfectly before. I never had any problem with it. And it's the new version that was causing problems in my codes that many of my functions and commands such as with the string and SCSTRING class did NOT work. And with the older version, at least majority of my codes except the sc.Autoloop and the sc.PersistVars (which your documentation stated are supposed to be backward compatible and were all working perfectly before all last year) are all working. So obviously it is still the Sierra Charts issue. WHY would an old version that was working perfectly fine before now all of sudden are not even downloading the correct price data? Date Time Of Last Edit: 2017-06-28 02:45:02
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| [2017-06-28 03:00:14] |
| User972044 - Posts: 154 |
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We see you are running an older version of Sierra Chart.
We want you to update following the instructions here: Software Download: Fast Update While we do not think that is the problem, you should not be running an older version to begin with. There is nothing for us to investigate. Neither us nor any one of our other users is going to be able to encounter a problem like this to begin with. after updating, simply re-download the data in the chart with Edit >> Delete All Data and Download. I just downloaded and installed the newest version of Sierra Charts to Version 1568. I shut down Sierra Charts and restarted Sierra Charts and performed "Edit - Delete All Data and Download" exactly according to your instructions. Nothing has changed. The problem still exists. The price is still wrong. Please see attached screenshot. You can see the crosshair pointer is on the bar of June 27 2017 15:30 PM and the price is 168.20 instead of 161.20. Please investigate. There IS a problem. Sierra Charts is obviously NOT downloading price data correctly either from Sierra Charts Historical Data Service or from IB. Date Time Of Last Edit: 2017-06-28 03:02:49
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| SVXY_SierraCharts_June27PriceData_Version1568.JPG / V - Attached On 2017-06-28 03:00:09 UTC - Size: 290.29 KB - 338 views |
| [2017-06-28 03:50:35] |
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Select Help >> Accept Remote Assistance. Press Yes. When you see the Team Viewer program, start an Account Support Ticket: https://www.sierrachart.com/usercp.php?page=SupportTickets Give us the ID and password and we will connect and see what the problem is. 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 |
| [2017-06-28 04:51:28] |
| User972044 - Posts: 154 |
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Please see attached file for user id and password Thank you. |
Private File |
| [2017-06-28 04:55:47] |
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OK thank you. We are going to connect 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 |
| [2017-06-28 05:00:51] |
| User972044 - Posts: 154 |
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I see you are connected but nothing is happening. Is there something you need me to do?
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| [2017-06-28 05:05:15] |
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Yes you need to accept the connection. But it is really getting quite late now. It would be best that we do this tomorrow.
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 |
| [2017-06-28 05:09:05] |
| User972044 - Posts: 154 |
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Well I accepted the connection and you were connected but you didn't do anything. Ok we will do this tomorrow. I will post new user id and password in Teamviewer if it changes. Thanks Date Time Of Last Edit: 2017-06-28 05:09:32
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| [2017-06-28 08:15:12] |
| User972044 - Posts: 154 |
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I have found out what was the issue. For some very strange reason, all of sudden the Timezone info. in the "Date/Trade Service settings" was changed on your server to "UTC - 0" which is NOT the correct timezone for me and as a result, all my session times were all wrong. Since it was only changed on your server for some reason, even though my local Sierra Charts software had the correct timezone, the charts were not downloading all the price data from either Sierra Charts Historical Data Service or Interactive Brokers for the trading session for my timezone; the bars were shifted forward for 4 hours, as a result, Sierra Charts was putting price data that only happened at 11:30 AM my time at the 15:30 PM bar so my charts did not download all the price data for the rest of the day. I only discovered this problem when I deleted all of my previous charts and opened up a brand new chart for the same symbol and that's when I discovered the wrong timezone in the "Data/Trade Service Settings" and the wrong sessions. I have adjusted the timezone and the session times now and all the charts are correct so please ensure it is not changed on the server. I had to delete all the charts before and then add all my indicators one by one onto the new chart and all the chart settings because I didn't get a chance to save them. It took me a lot of time to reconfigure all the charts. Anyway, I will monitor this issue for now and will let you know if this problem recurs or if I need further help. Thank you. P.S. I even tried to set system date-time from server from the "Global Settings" menu, I received an error that states "Error setting the system Date-time. Windows error code 1314: A required privilege is not held by the client.". Please see the screenshot attached. Date Time Of Last Edit: 2017-06-28 08:43:23
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 Error_Log_NotAbletoReceiveDate-time.txt - Attached On 2017-06-28 08:43:19 UTC - Size: 832 B - 436 views |
| [2017-06-28 14:08:55] |
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and you were connected but you didn't do anything. We waited about 20 minutes for you to accept the connection and you never did and then we decided to close team viewer. This there is no mistake about 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 Date Time Of Last Edit: 2017-06-28 17:12:41
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| [2017-06-28 14:09:40] |
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Since it was only changed on your server for some reason, even though my local Sierra Charts software had the correct timezone, the charts were not downloading all the price data from either Sierra Charts Historical Data Service or Interactive Brokers for the trading session for my timezone;
The Global Time Zone setting in Sierra Chart is a setting saved on your system and can only be changed on your side.Also, historical data for all seconds of the day is downloaded regardless of what the time zone setting is. 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: 2017-06-28 14:16:53
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| [2017-06-28 14:43:57] |
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I had to delete all the charts before and then add all my indicators one by one onto the new chart and all the chart settings because I didn't get a chance to save them. It took me a lot of time to reconfigure all the charts. You do not need to do this.You just needed to adjust the global Time Zone setting and adjust the Session Times in the chart if necessary if those did not correspond to it. I received an error that states "Error setting the system Date-time. Windows error code 1314: A required privilege is not held by the client.". This means you need to run Sierra Chart with Administrator level access when starting it. Refer to:Global Settings Menu: Set System Date-Time from Server (Global Settings menu) 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 |
| [2017-06-28 16:05:26] |
| User972044 - Posts: 154 |
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We waited about 20 minutes for you to accept the connection and you never did and then we decided to close team viewer. This there is no mistake about.
As soon as I saw your reply wanting to remotely assist me, I went to Help - Accept Remote Assistance right away to obtain user ID and password and then I had to scramble to create ticket in the Account Support and here to give you the user ID and password in Teamviewer. And once I gave you the User ID and password, you connected after about 5 minutes. But once you got connected, you did not do ANYTHING; there was NO movement on my PC from you, no cursor moving, no examining the Sierra Charts, no nothing. I have used Teamviewer, I know how it works. You were connected to my PC or almost 30 minutes and didn't do anything on my PC and during the meantime, I tried to chat with you, I replied to this ticket and the Account Support ticket asking if you needed me to do something: I see you are connected but nothing is happening. Is there something you need me to do? [2] 2017-06-28 05:05:02 UTC | By : | Status : Open
I see you are connected but nothing is happening on my computer. Are you checking right now? Is there something that you need me to do? If you were actively looking at my Sierra Charts, WHY would I leave these replies here and in Account Support asking you what's going on? I am just trying to get issues resolved and nothing else. Afterwards, you just disconnected Teamviewer with a reply here stating it was getting too late and you want to do this tomorrow. Maybe you don't know how to use Teamviewer, maybe there was a connection problem that after you got connected, you couldn't do anything on my PC although people connect to my PC all the time and this never happens, maybe after you got connected to my PC and had to do something else and didn't get a chance to take a look at my PC, that I understand but to say I never accepted your connection is NOT correct and that was NOT true. Date Time Of Last Edit: 2017-06-28 20:52:45
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| [2017-06-28 16:15:20] |
| User972044 - Posts: 154 |
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Also, historical data for all seconds of the day is downloaded regardless of what the time zone setting is.
Ok yes they were downloaded BUT they were downloaded for the WRONG bar time due to the wrong timezone of UTC - 0 and many of the price data did not get displayed because they were cut off by the session time which was set for my timezone which is 4 hours behind. Like I said in my earlier post, the bars were shifted forward for 4 hours, as a result, Sierra Charts was putting price data that only happened at 11:30 AM my time at the 15:30 PM bar so all the price data that WERE downloaded did NOT all get displayed on the chart because these downloaded data would've been timestamped after 16:00 PM and the chart session time was set to end at 16:00 and so it gave me an impression that wrong price data were downloaded because the prices that should've been included for the session was never there.
Date Time Of Last Edit: 2017-06-28 17:30:15
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| [2017-06-28 16:24:18] |
| User972044 - Posts: 154 |
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You do not need to do this.
Yes I do. You just needed to adjust the global Time Zone setting and adjust the Session Times in the chart if necessary if those did not correspond to it.
Not true. After I adjusted the global timezone and session times in Sierra Charts, they did NOT take effect in all the original charts. All the original charts still had the wrong timezone and the corresponding bars were still timestamped wrong and the downloaded price data never got displayed there. The changed timezone only applied to brand new charts that I opened afterwards and that's what I had to do, open brand new charts with the symbol, re-add all of the indicators and reconfigure all the chart settings. Try it on your own Sierra Charts and you will see. Date Time Of Last Edit: 2017-06-28 17:28:32
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| [2017-06-28 17:17:08] |
| User972044 - Posts: 154 |
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We waited about 20 minutes for you to accept the connection and you never did and then we decided to close team viewer. This there is no mistake about.
Btw, please see attached the Teamviewer Log for last night's session which started at 12:28 AM and ended at 1:18 AM with disconnection from your end. The log did show that you were connected to my PC at 12:28 but there was no activities in between 12:28 AM until 1:18 AM when you disconnected from my PC. Just an FYI. Date Time Of Last Edit: 2017-06-28 17:32:25
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| TeamViewerLog_June28Session.xlsx - Attached On 2017-06-28 17:16:51 UTC - Size: 11.08 KB - 375 views |
| [2017-07-23 13:59:47] |
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We waited about 20 minutes for you to accept the connection and you never did and then we decided to close team viewer. This there is no mistake about this.
For the record, we now know what the problem was. Although there are cases where the person receiving a remote assistance connection with Team Viewer has to accept the connection based upon the team viewer configuration. This is not the case, when using the Sierra Chart Team Viewer remote assistance program on the user side. No acceptance is required by the user.When we connected, team viewer on our side was displaying a message indicating that it was configuring some display properties or something like that. But the connection to your side was never succeeding and we had thought you were not accepting the connection. We noticed this again when connecting to another user a couple of days ago. We think it has something to do with the particular operating system we were connecting from which was Windows Server 2012. Also apparently from your log, we had waited up to 50 minutes. Our perception it was more like 20 to 30 minutes. 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: 2017-07-23 14:01:13
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