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How to Post a Message for Support

TICK-NYSE - NOT LOADING

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[2019-02-26 15:23:45] #1 [Go To First Post]
User299392 - Posts: 216
Can you please look into this?

[2019-02-26 17:09:23] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=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

[2019-02-26 17:58:49] #3 [Go To First Post]
User299392 - Posts: 216
Software version: 1877 32-bit \| 2019-02-26 12:56:13 Safe Mode enabled \| 2019-02-26 12:56:13 Enabled for: Advanced Features. \| 2019-02-26 12:56:13 Enabled for: Advanced Features 2. \| 2019-02-26 12:56:13 Enabled for: Sierra Chart Historical Data Service. \| 2019-02-26 12:56:13 Allow Support for Sierra Chart Data Feeds is enabled. \| 2019-02-26 12:56:13 Current selected Data/Trading service: CQG FIX Trading \| 2019-02-26 12:56:13 Chart Update Interval: 777 \| 2019-02-26 12:56:13 Intraday Data Storage Time Unit: 0 \| 2019-02-26 12:56:13 Data/Trade Service Settings automatically set. \| 2019-02-26 12:56:13 Time Zone: -05:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2019-02-26 12:56:13 2019-02-26 12:56:13 Local computer time \| 2019-02-26 12:56:13 2019-02-26 17:56:13 Local computer time in UTC \| 2019-02-26 12:56:13 2019-02-26 12:56:13 Local computer time in SC Time Zone \| 2019-02-26 12:56:13 2019-02-25 14:28:15 Server time in UTC \| 2019-02-26 12:56:13 Local computer UTC time and Server UTC time difference: 1 seconds. \| 2019-02-26 12:56:13 Program path: C:\SierraChart\ \| 2019-02-26 12:56:13 Data Files path: C:\SierraChart\Data\ \| 2019-02-26 12:56:13 OS Version Number: 10.0 \| 2019-02-26 12:56:13 Locale Setting: C \| 2019-02-26 12:56:13 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll \| 2019-02-26 12:56:13 CQG FIX: Connecting to fixapi.cqgtrader.com. Port: 6925. \| 2019-02-26 12:57:29 CQG FIX socket (1) \| Creating socket. Using TLS 1.2. \| 2019-02-26 12:57:29 CQG FIX socket (1) \| Connecting to IP: 208.48.16.214. \| 2019-02-26 12:57:29 CQG FIX: Sending the Logon message. \| 2019-02-26 12:57:29 CQG FIX Trading \| Connected to trading server. \| 2019-02-26 12:57:30 CQG FIX Trading \| Connecting to server api.cqg.com \| 2019-02-26 12:57:30 CQG WebSocket \| Connecting to WebSocket server. \| 2019-02-26 12:57:30 CQG FIX \| FCM name: AMP \| 2019-02-26 12:57:30 CQG FIX \| FCM name: AMP \| 2019-02-26 12:57:30 CQG WebSocket socket (2) \| Creating socket. Using TLS 1.2. \| 2019-02-26 12:57:30 CQG WebSocket socket (2) \| Connecting to IP: 208.48.16.35. \| 2019-02-26 12:57:30 CQG WebSocket \| Opening WebSocket. \| 2019-02-26 12:57:30 CQG WebSocket \| Sending WebSocket handshake. \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. HTTP/1.1 101 Switching Protocols \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. Connection: upgrade \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. Sec-WebSocket-Accept: qydEzq6ZnR5KGhxjxjYpm7W31ks= \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. Server: WebSocket++/0.7.0 \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. Upgrade: websocket \| 2019-02-26 12:57:30 CQG WebSocket \| Header line. \| 2019-02-26 12:57:30 CQG WebSocket \| Web socket state is now open. \| 2019-02-26 12:57:30 CQG FIX Trading \| WebSocket connected. \| 2019-02-26 12:57:30 CQG FIX Trading \| Sending market data logon message. \| 2019-02-26 12:57:30 CQG FIX Trading \| Base Time: 2019-01-27T06:23:04. 2019-01-27 06:23:04 \| 2019-02-26 12:57:30 CQG FIX Trading \| Logon successful. Session Token = 9UM06nGVYQoUqXzj+Uz8/ffMBMgZQMTgvKXhQ3A0nTEegDSXDsTEZe6ZWbxkljuEOjHwS1SEUG6 \| 2019-02-26 12:57:30 CQG FIX Trading \| Connected to data and trading server. \| 2019-02-26 12:57:30 CQG FIX Trading \| Starting real-time market data updates for: F.US.CA6Z16. ID: 1 Service code: cqg \| 2019-02-26 12:57:30 CQG FIX Trading \| Sending symbol resolution request for F.US.CA6Z16. ID: 803558 \| 2019-02-26 12:57:30 CQG FIX Trading \| Requesting market data for \| 2019-02-26 12:57:30 CQG FIX Trading \| Requesting security definition data for: F.US.CA6Z16. ID: 1 \| 2019-02-26 12:57:30 CQG FIX Trading \| Starting real-time market data updates for: F.US.BP6Z16. ID: 2 Service code: cqg \| 2019-02-26 12:57:30 CQG FIX Trading \| Sending symbol resolution request for F.US.BP6Z16. ID: 803559 \| 2019-02-26 12:57:30 CQG FIX Trading \| Requesting market data for \| 2019-02-26 12:57:30 CQG FIX Trading \| Requesting security definition data for: F.US.BP6Z16. ID: 2 \| 2019-02-26 12:57:30 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 12:57:30 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 12:57:30 Symbol Error - F.US.CA6Z16 is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 12:57:30 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 12:57:30 Symbol Error - F.US.BP6Z16 is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 12:57:30 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 12:57:30 CQG FIX Trading \| Starting real-time market data updates for: TICK-NYSE. ID: 3 Service code: statscalc \| 2019-02-26 12:57:31 CQG FIX Trading \| Sending symbol resolution request for TICK-NYSE. ID: 803560 \| 2019-02-26 12:57:31 CQG FIX Trading \| Requesting market data for \| 2019-02-26 12:57:31 CQG FIX Trading \| Requesting security definition data for: TICK-NYSE. ID: 3 \| 2019-02-26 12:57:31 CQG FIX Trading \| Using primary service for historical data for TICK-NYSE \| 2019-02-26 12:57:31 Intraday data recording state for symbol TICK-NYSE is set to download 'Pending'. \| 2019-02-26 12:57:31 Delaying start of download for TICK-NYSE \| 2019-02-26 12:57:31 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 12:57:31 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 12:57:31 Symbol Error - TICK-NYSE is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 12:57:31 HD Request # 17 \| Downloading Intraday chart data for TICK-NYSE to the file TICK-NYSE.scid. Service: statscalc \| 2019-02-26 12:57:31 HD Request # 17 \| Download start date-time: 2018-08-24 13:57:31.000 \| 2019-02-26 12:57:31 HD Request # 17 \| Error downloading historical Intraday data for TICK-NYSE. The symbol is unknown to the server. \| 2019-02-26 12:57:31 HD Request # 17 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for TICK-NYSE \| 2019-02-26 12:57:31 HD Request # 17 \| Completion time: 0s \| 2019-02-26 12:57:31 HD Request # 17 \| Intraday data download complete for TICK-NYSE. Unique request ID: 16 \| 2019-02-26 12:57:31 Removed historical data download ID 16 \| 2019-02-26 12:57:31 Real-time Intraday chart data file updates started for TICK-NYSE \| 2019-02-26 12:57:31 Intraday chart data file opened for TICK-NYSE \| 2019-02-26 12:57:31 Requesting market depth updates for: F.US.BP6Z16 if supported. \| 2019-02-26 12:57:35 Symbol Error - F.US.BP6Z16 is unknown, unavailable, or improperly formatted. Symbol is invalid during SubscribeToSymbolDOM \| 2019-02-26 12:57:35 Requesting market depth updates for: F.US.CA6Z16 if supported. \| 2019-02-26 12:57:35 Symbol Error - F.US.CA6Z16 is unknown, unavailable, or improperly formatted. Symbol is invalid during SubscribeToSymbolDOM \| 2019-02-26 12:57:35 Requesting market depth updates for: TICK-NYSE if supported. \| 2019-02-26 12:57:35 Symbol Error - TICK-NYSE is unknown, unavailable, or improperly formatted. Symbol is invalid during SubscribeToSymbolDOM \| 2019-02-26 12:57:35 ON TICK DATA CHART - IT SAYS SYMBOL IS UNKNOWN. SYMBOL USED FOR CALLING TICK CHART IS -->> TICK-NYSE

[2019-02-26 18:40:56] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Follow the instructions here to update the Symbol Settings: Global Symbol Settings: Update Global Symbol Settings Let us know if that does not resolve 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

[2019-02-26 20:02:34] #5 [Go To First Post]
User299392 - Posts: 216
Still no luck with this ----- see message log below yet again Software version: 1877 32-bit \| 2019-02-26 15:01:56 Safe Mode enabled \| 2019-02-26 15:01:56 Enabled for: Advanced Features. \| 2019-02-26 15:01:56 Enabled for: Advanced Features 2. \| 2019-02-26 15:01:56 Enabled for: Sierra Chart Historical Data Service. \| 2019-02-26 15:01:56 Allow Support for Sierra Chart Data Feeds is enabled. \| 2019-02-26 15:01:56 Current selected Data/Trading service: CQG FIX Trading \| 2019-02-26 15:01:56 Chart Update Interval: 777 \| 2019-02-26 15:01:56 Intraday Data Storage Time Unit: 0 \| 2019-02-26 15:01:56 Data/Trade Service Settings automatically set. \| 2019-02-26 15:01:56 Time Zone: -05:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) \| 2019-02-26 15:01:56 2019-02-26 15:01:56 Local computer time \| 2019-02-26 15:01:56 2019-02-26 20:01:56 Local computer time in UTC \| 2019-02-26 15:01:56 2019-02-26 15:01:56 Local computer time in SC Time Zone \| 2019-02-26 15:01:56 2019-02-25 14:28:15 Server time in UTC \| 2019-02-26 15:01:56 Local computer UTC time and Server UTC time difference: 1 seconds. \| 2019-02-26 15:01:56 Program path: C:\SierraChart\ \| 2019-02-26 15:01:56 Data Files path: C:\SierraChart\Data\ \| 2019-02-26 15:01:56 OS Version Number: 10.0 \| 2019-02-26 15:01:56 Locale Setting: C \| 2019-02-26 15:01:56 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll \| 2019-02-26 15:01:56 CQG FIX: Connecting to fixapi.cqgtrader.com. Port: 6925. \| 2019-02-26 15:01:59 CQG FIX socket (1) \| Creating socket. Using TLS 1.2. \| 2019-02-26 15:01:59 CQG FIX socket (1) \| Connecting to IP: 208.48.16.214. \| 2019-02-26 15:01:59 CQG FIX: Sending the Logon message. \| 2019-02-26 15:01:59 CQG FIX Trading \| Connected to trading server. \| 2019-02-26 15:02:00 CQG FIX Trading \| Connecting to server api.cqg.com \| 2019-02-26 15:02:00 CQG WebSocket \| Connecting to WebSocket server. \| 2019-02-26 15:02:00 CQG WebSocket socket (2) \| Creating socket. Using TLS 1.2. \| 2019-02-26 15:02:00 CQG WebSocket socket (2) \| Connecting to IP: 208.48.16.35. \| 2019-02-26 15:02:00 CQG FIX \| FCM name: AMP \| 2019-02-26 15:02:00 CQG FIX \| FCM name: AMP \| 2019-02-26 15:02:00 CQG WebSocket \| Opening WebSocket. \| 2019-02-26 15:02:00 CQG WebSocket \| Sending WebSocket handshake. \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. HTTP/1.1 101 Switching Protocols \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. Connection: upgrade \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. Sec-WebSocket-Accept: 1AKw2dYT67DCulOhQppfVSJlpco= \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. Server: WebSocket++/0.7.0 \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. Upgrade: websocket \| 2019-02-26 15:02:00 CQG WebSocket \| Header line. \| 2019-02-26 15:02:00 CQG WebSocket \| Web socket state is now open. \| 2019-02-26 15:02:00 CQG FIX Trading \| WebSocket connected. \| 2019-02-26 15:02:00 CQG FIX Trading \| Sending market data logon message. \| 2019-02-26 15:02:00 CQG FIX Trading \| Base Time: 2019-01-27T06:23:04. 2019-01-27 06:23:04 \| 2019-02-26 15:02:00 CQG FIX Trading \| Logon successful. Session Token = TOr5Q1uigjeOKvUe0mHAAhg2i7FpGgMKkHE2qzRenT0ofXmv1RXl6XyS7lBN6zcKoLwH5VPYH7x \| 2019-02-26 15:02:00 CQG FIX Trading \| Connected to data and trading server. \| 2019-02-26 15:02:00 CQG FIX Trading \| Starting real-time market data updates for: F.US.CA6Z16. ID: 1 Service code: cqg \| 2019-02-26 15:02:00 CQG FIX Trading \| Sending symbol resolution request for F.US.CA6Z16. ID: 803567 \| 2019-02-26 15:02:00 CQG FIX Trading \| Requesting market data for \| 2019-02-26 15:02:00 CQG FIX Trading \| Requesting security definition data for: F.US.CA6Z16. ID: 1 \| 2019-02-26 15:02:00 CQG FIX Trading \| Starting real-time market data updates for: F.US.BP6Z16. ID: 2 Service code: cqg \| 2019-02-26 15:02:00 CQG FIX Trading \| Sending symbol resolution request for F.US.BP6Z16. ID: 803568 \| 2019-02-26 15:02:00 CQG FIX Trading \| Requesting market data for \| 2019-02-26 15:02:00 CQG FIX Trading \| Requesting security definition data for: F.US.BP6Z16. ID: 2 \| 2019-02-26 15:02:00 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 15:02:00 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 15:02:00 Symbol Error - F.US.CA6Z16 is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 15:02:00 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 15:02:00 Symbol Error - F.US.BP6Z16 is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 15:02:00 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 15:02:00 CQG FIX Trading \| Starting real-time market data updates for: TICK-NYSE. ID: 3 Service code: statscalc \| 2019-02-26 15:02:01 CQG FIX Trading \| Sending symbol resolution request for TICK-NYSE. ID: 803569 \| 2019-02-26 15:02:01 CQG FIX Trading \| Requesting market data for \| 2019-02-26 15:02:01 CQG FIX Trading \| Requesting security definition data for: TICK-NYSE. ID: 3 \| 2019-02-26 15:02:01 CQG FIX Trading \| Using primary service for historical data for TICK-NYSE \| 2019-02-26 15:02:01 Intraday data recording state for symbol TICK-NYSE is set to download 'Pending'. \| 2019-02-26 15:02:01 Delaying start of download for TICK-NYSE \| 2019-02-26 15:02:01 CQG FIX Trading \| Market data subscription for was unsuccessful. Text: Contract was not found. \| 2019-02-26 15:02:01 CQG FIX Trading \| Received message: Requested symbol was not found. \| 2019-02-26 15:02:01 Symbol Error - TICK-NYSE is unknown, unavailable, or improperly formatted. Requested symbol was not found. \| 2019-02-26 15:02:01 HD Request # 20 \| Downloading Intraday chart data for TICK-NYSE to the file TICK-NYSE.scid. Service: statscalc \| 2019-02-26 15:02:02 HD Request # 20 \| Download start date-time: 2018-08-24 16:02:01.000 \| 2019-02-26 15:02:02 HD Request # 20 \| Error downloading historical Intraday data for TICK-NYSE. The symbol is unknown to the server. \| 2019-02-26 15:02:02 HD Request # 20 \| Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for TICK-NYSE \| 2019-02-26 15:02:02 HD Request # 20 \| Completion time: 0s \| 2019-02-26 15:02:02 HD Request # 20 \| Intraday data download complete for TICK-NYSE. Unique request ID: 19 \| 2019-02-26 15:02:02 Removed historical data download ID 19 \| 2019-02-26 15:02:02 Real-time Intraday chart data file updates started for TICK-NYSE \| 2019-02-26 15:02:02 Intraday chart data file opened for TICK-NYSE \| 2019-02-26 15:02:02

[2019-02-26 22:00:26] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Can you attach the GlobalSymbolSettings.XML file in the Sierra Chart folder here so we can test this. We want to understand why this condition is occurring. Here are the instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile 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

[2019-02-26 23:13:08] #7 [Go To First Post]
User299392 - Posts: 216
See attached for - GlobalSymbolSettings.XML file


Attachment Deleted. Private File

[2019-02-26 23:57:18] #8 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We do see why there is a problem but we updated the Symbol Settings and then that corrected the problem. Try updating again and make sure you wait until the update completes before clicking OK: Global Symbol Settings: Update Global Symbol Settings Otherwise, just perform a Full Reset of the symbol settings. 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: 2019-02-26 23:57:49

[2019-02-27 00:37:45] #9 [Go To First Post]
User299392 - Posts: 216
that worked but it is surprising to notice how others using TICK did not have the same problem when global settings had to be adjusted to fix it for me!!!

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