Support Board
Date/Time: Fri, 31 Jan 2025 15:57:11 +0000
Open Order on DOM not able to flatten or cancel
View Count: 841
| [2019-05-13 16:08:31] |
| User752471 - Posts: 14 |
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Hello, I seem to have an internal order #30261 which shows as status open that I am unable to flatten or cancel. I spoke with AMP and they mentioned that they do not see any open orders for my account, whereas, the DOM and my Orders and Positions page both show the order as open (see attached files). I would like to have this removed so that I no longer see it on the DOM. Can you please advise where to reach out to have this request processed. Thanks https://www.sierrachart.com/Download.php?Folder=TicketingSystem&download=28358 https://www.sierrachart.com/Download.php?Folder=TicketingSystem&download=28359 https://www.sierrachart.com/Download.php?Folder=TicketingSystem&download=28360 |
| [2019-05-13 18:58:21] |
| User752471 - Posts: 14 |
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This issue has not yet been resolved?
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| [2019-05-13 20:32:11] |
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We apologize for the delay. We now realize this is with the SC order routing service. We are checking on that order. We did point out to TT, that there is a case where when they send a rejection of an order, they are not giving the proper status in some cases. We think this is the root of the problem. They are aware of the problem and will resolve. We are going to make sure this order gets cleared after 5 PM Eastern. 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: 2019-05-13 20:32:41
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| [2019-05-13 20:36:21] |
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Ok we see the order. This is indeed the problem. The problem is that at the time of the fill you also canceled that order which was rejected and that order cancel reject order status was not correct. In order to be on the safe side, we are considering certain statuses from TT, as still being open. We have told them about this, and they have acknowledged the issue and are implementing a fix. We will that order cleared after 5 PM. 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 |
| [2019-05-13 20:38:17] |
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Actually we need to make a correction, you did not cancel the order but we see an order cancel reject. We are not sure what initiated the cancellation. We will have to ask TT about 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 |
| [2019-05-13 20:52:43] |
| User752471 - Posts: 14 |
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Ok! Thanks for looking into this! I'm not sure exactly what happened to be honest as I have a bracket configured on all my trades to protect my downside. I saw that the P/L on the trade window was not moving but the limit @ 25469 was still on the DOM so I was trying to flatten it but kept getting the error message. Not sure if that the issue! I will keep an eye out for the limit to get removed on the DOM after 5 pm EST, however, in the interim, is there anything I can do to ensure this doesn't happen again? Thanks |
| [2019-05-13 21:06:33] |
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Actually the order was canceled by you but it had not shown up in the log because there was no status change because the order was already filled. We are going to ask TT about this. They really are mishandling this. We have now cleared the order. We had to wait until 5 PM because we don't want to do any disconnect to the TT system until during the maintenance time. As far as it not happening again, we have to see what TT has done in regards to this and we are going to consult with them again how to interpret their order status under these conditions. 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: 2019-05-13 21:06:48
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| [2019-05-13 21:14:26] |
| User752471 - Posts: 14 |
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I can see that the order is now removed from my side. Thank you kindly for resolving this!
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| [2019-05-13 21:35:36] |
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We worked out a solution which we will release either today or tomorrow. In the end we have concluded we just can't rely on TT to tell us the status on an order cancel reject. We just have to determine that based upon what the current status is and the surrounding context. 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: 2019-05-13 21:36:28
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