Support Board
Date/Time: Wed, 22 Jan 2025 19:15:50 +0000
Connection Error
View Count: 1257
| [2018-10-11 14:32:30] |
| tesseract353 - Posts: 66 |
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When I try to connect to my data feed, I get this error: "Error connecting to Data or Trading service". What should I do?
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| [2018-10-11 18:50:40] |
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Provide a copy of the Message Log by following these instructions: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) 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 |
| [2018-10-11 19:37:35] |
| tesseract353 - Posts: 66 |
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I just sent the logs via the "Send For Analysis" feature on the Message Log Window. Please note: I already spoke to my FCM about the message in the logs regarding the need to contact my clearing firm to have them add SierraChart to my CTS T4 username. My FCM confirmed that both SierraChart and SierraChartOnly have been added to my CTS T4 username. |
| [2018-10-11 19:53:29] |
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This is what we see: CTS FIX: Received a Logout message. Text = User does not have permission to access this application | 2018-10-11 12:10:04
If you are currently still getting this message, then Sierra Chart is still not allowed on your CTS account. Also, we see the firm is set to 2020. Is that correct? 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 |
| [2018-10-11 20:03:40] |
| tesseract353 - Posts: 66 |
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Yes, it is firm 2020. They also sent me a screenshot of the CTS "Edit User Applications" showing that SierraChart is allowed on my CTS account (it is in the "Selected" container). |
| [2018-10-12 00:01:11] |
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The clearing firm really needs to contact CTS about this. And you need to show them this message which comes from CTS: CTS FIX: Received a Logout message. Text = User does not have permission to access this application | 2018-10-11 12:10:04 It does not make sense they would show you that screenshot, it makes sense they would show this to CTS. Neither of us can do anything about this from our side. 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 |
| [2018-10-12 15:54:11] |
| tesseract353 - Posts: 66 |
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After I requested Firm 2020 contact CTS about this, Firm 2020 got back to me after talking to CTS and asked me to try logging in. Logging in failed again. The Message Log contained a line which reads, "Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window." I sent my logs. Date Time Of Last Edit: 2018-10-12 16:05:29
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| [2018-10-12 17:13:20] |
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This is what we see now: CTS FIX: Received a Logout message. Text = Undetermined | 2018-10-12 08:39:30
Could the clearing firm contact CTS and tell them you are now getting "undetermined" from CTS. 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: 2018-10-12 17:13:27
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| [2018-10-12 19:54:04] |
| tesseract353 - Posts: 66 |
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CTS is said the problem is due to 2 Factor Authentication being enabled. They linked Firm 2020 to this documentation: https://www.sierrachart.com/index.php?page=doc/CTS_T4.php#2FactorAuthentication However, the steps provided in the documentation are unclear, because in my "Application Passwords" section, I am not given the option of creating a password for "FixApplication". I am only given the option of creating a password for "SierraChart" and "SierraChartOnly". So far, I've only had a password set on "SierraChartOnly". Which is the same password I configured for my User in Sierra Chart. I called CTS to inquire about the difference between these applications, they said: SierraChart = Sierra Chart running on CTS data and fees ($0.50/side) SierraChartOnly = Sierra Chart running on Sierra Chart data + CTS execution fees ($0.10/side) They verified neither my password or user was locked out. They asked me to try connecting again to "SierraChartOnly" while they watched their logs. When I tried to connect, they told me my connection was attempting to come through "SierraChart", not "SierraChartOnly". Based on a suggestion by CTS, I tried removing the password for "SierraChartOnly" it did not work. Next I tried changing the password for "SierraChartOnly" and tried using the new one to connect, it did not work. Any ideas or advice about what should I try next? Date Time Of Last Edit: 2018-10-12 20:14:25
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| [2018-10-12 20:26:59] |
| tesseract353 - Posts: 66 |
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I was just able to log in successfully, apparently there is some delay from the time a password is changed, to the time a new password will be accepted.
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| [2018-10-12 20:38:03] |
| tesseract353 - Posts: 66 |
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All my orders are being rejected.
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| [2018-10-12 20:45:04] |
| tesseract353 - Posts: 66 |
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After contacting Firm 2020, my orders are now working.
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| [2018-10-12 20:48:10] |
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Okay this is good to know.
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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