Support Board
Date/Time: Mon, 25 Nov 2024 17:38:55 +0000
Data Feed freezing
View Count: 2100
| [2014-02-12 18:59:20] |
| xRoads1 - Posts: 35 |
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My Data Feed freezes multiple time a day. It seems I need to Edit, Delete All Data and Download, then restart the application to get the feed started. I have a log to send. My data feed is Open E cry Fix/Fast. Software version: 1078 |
| [2014-02-12 19:15:08] |
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Do you know how many symbols you are monitoring/tracking within Sierra Chart?
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 |
| [2014-02-12 19:18:29] |
| xRoads1 - Posts: 35 |
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I had two, but I eliminated one earlier, problem persists. I now only have ESH4.
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| [2014-02-12 19:34:09] |
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We know users have had trouble with the new OEC FIX/FAST connection used in newer versions of Sierra Chart, but version 1078 should not have a problem. Typically we do not usually hear about this kind of problem with OEC. Not really sure how we can help with this. Have you contacted OEC about it? If you look at the Sierra Chart Status Bar there is a number after "ST:". Is it less than 5? Just want to be sure. If it is over 5, then that is the problem. 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: 2014-02-12 19:34:30
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| [2014-02-12 19:47:24] |
| xRoads1 - Posts: 35 |
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ST:1, so that is not a problem at this point, but I will watch.
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| [2014-02-12 19:57:56] |
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We recommend contacting OEC about this. Another thing you may want to do is update Sierra Chart to the latest version by selecting Help >> Download Current Version. The connection method is different and if there any problems with that, we can get a better sense of what the problem is. Otherwise, we really do not know what is going on because the connection is handled by the OEC API software used in the version you are running. 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 |
| [2014-02-12 22:44:06] |
| xRoads1 - Posts: 35 |
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The recommendation to upgrade was even less successful. I am in a loop failing to connect now. From what I can tell at this point, the following message is bogus because Data/Trade Service Open E Cry FIX/FAST: Not able to request Trade Positions without a Trade Account set. Set this in 'Global Settings >> Data/Trade Service Settings' | 2014-02-12 17:12:26 Settings for Data/Trade Service Settings are filled in and are correct. I have verified the port number (shown in the log below)w ith OEC and logged into their system by using the same username and password. I have gone out of the frying pan and into the fire with the upgrade. log: Open E Cry FIX/FAST - Connecting to trading server sim.openecry.com:9300. | 2014-02-12 17:05:39 Resolved address sim.openecry.com to IP 64.94.37.207 | 2014-02-12 17:05:39 Error received in OnConnect while connecting. Windows error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. | 2014-02-12 17:06:00 OEC FIX Trading session: Socket connection was closed without any logout messages sent or received. | 2014-02-12 17:06:00 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2014-02-12 17:06:00 To prevent further connection attempts, select 'File >> Disconnect'. | 2014-02-12 17:06:00 Disconnected from Open E Cry. | 2014-02-12 17:06:00 Will reconnect to the server in 2.0 seconds Select File >> Disconnect to prevent further connection attempts. | 2014-02-12 17:06:00 |
| [2014-02-12 23:07:28] |
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Do you know if you are running any firewall software on your computer other than the Windows firewall? This log is clearly an indication that a firewall is blocking the connection. 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 |
| [2014-02-12 23:55:57] |
| xRoads1 - Posts: 35 |
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Hmmm, not unless a firewall installed itself during the time Sierra Charts was updating from version 78 to 88, LOL. It wasn't demonstrating this symptom minutes before the update, it was just occasionally freezing. Actual the log problem was temporary, now I am just left with the inability to retrieve positions as indicated by message: These problems started yesterday for the first time and no updates have been performed on my computer for several weeks. I see others are having problems as well and recently with freezing and such. |
| [2014-02-13 00:04:20] |
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To solve the problem with getting the position data, select Global Settings >>Data/Trade Service Settings. Type in your OEC trade account identifier into the Trade Account box. Press OK and that will solve it. After that we recommend reconnecting to the data feed with the Disconnect and Connect commands on the File menu. We are not aware of any other OEC user with a problem with market data updates not being received unless they are going over the symbol limit. There is a lot of information posted on this board, but it can be confusing. It is best to disregard it, and just report the particular issues that you have to us and we will do our best to resolve them. 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: 2014-02-13 07:00:40
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| [2014-02-13 01:11:17] |
| xRoads1 - Posts: 35 |
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Ok, I'll "report the particular issues", but I need you to read what came before on the discussion. I have already done that, see above. I just did it again. I get the data feed just fine. It's live and up to date. But I still get this message. Open E Cry FIX/FAST: Not able to request Trade Positions without a Trade Account set. Set this in 'Global Settings >> Data/Trade Service Settings' | 2014-02-12 19:54:49 Now I assume that "Not able to request Trade Positions without a Trade Account set." with a live data feed means I am in to OpenCry but unable to preform the function, "request for trade positions" successfully. But since I have a live data feed, wouldn't that mean I logged in: Open E Cry FIX/FAST - Connecting to trading server sim.openecry.com:9300. | 2014-02-12 19:54:43 Resolved address sim.openecry.com to IP 64.94.37.207 | 2014-02-12 19:54:43 The network socket is connected. | 2014-02-12 19:54:43 OEC FIX Trading session: Sending the Logon message. | 2014-02-12 19:54:43 Open E Cry FIX/FAST: Connected to trading server. | 2014-02-12 19:54:43 Open E Cry FIX/FAST: Connecting to FAST market data server: sim.openecry.com:9301. | 2014-02-12 19:54:43 Resolved address sim.openecry.com to IP 64.94.37.207 | 2014-02-12 19:54:43 The network socket is connected. | 2014-02-12 19:54:43 OEC FAST Market Data session: Sending the Hello message. | 2014-02-12 19:54:43 OEC FAST Market Data session: Sending the Logon message. | 2014-02-12 19:54:44 Open E Cry FIX/FAST: Connected to the market data server. | 2014-02-12 19:54:44 Open E Cry FIX/FAST: Connected. | 2014-02-12 19:54:44 Open E Cry FIX/FAST - Starting real-time market data updates for: ESH4 | 2014-02-12 19:54:44 HD Request # 3 - Downloading Intraday chart data for ESH4 to the file ESH4.scid. Service: oec | 2014-02-12 19:54:44 HD Request # 3 - Download start Date-Time: 2014-02-12 19:54:07.0 | 2014-02-12 19:54:44 HD Request # 3 - Using server: ds4.sierracharts.com port 10149 | 2014-02-12 19:54:44 Resolved address ds4.sierracharts.com to IP 204.11.49.26 | 2014-02-12 19:54:44 The network socket is connected. | 2014-02-12 19:54:44 HD Request # 3 - Sending historical data logon request message. | 2014-02-12 19:54:44 HD Request # 3 - Requesting up to 1095 days of Intraday data. Record interval: 1 | 2014-02-12 19:54:44 HD Request # 3 - Decompressing data. | 2014-02-12 19:54:44 HD Request # 3 - Receiving Intraday data for ESH4 starting at 2014-02-12 19:54:07 | 2014-02-12 19:54:44 HD Request # 3 - Timestamp of first Intraday data file record written: 2014-02-12 19:54:07 | 2014-02-12 19:54:44 The network socket for historical data has been closed. | 2014-02-12 19:54:44 HD Request # 3 - Received 8 records from 2014-02-12 19:54:07 to 2014-02-12 19:54:44 (37.0 seconds) and wrote 8 records for ESH4 | 2014-02-12 19:54:44 HD Request # 3 - Intraday download COMPLETE for ESH4 | 2014-02-12 19:54:44 Real-time Intraday chart data file updates started for ESH4 | 2014-02-12 19:54:44 Requesting market depth updates for: ESH4 if supported. | 2014-02-12 19:54:49 I am just guessing that "Not able to request Trade Positions..." means that I am logged in using the Trade Account set for Data/Trade Service Settings, but "Not able to request Trade Positions...". Could that be? The only thing that has changed is that I updated from 78 to 88 and that I have retype my username/password twice. Each time I got a live data feed along with the "Not able to request Trade Positions..." message. |
| [2014-02-13 07:03:01] |
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Are you actually certain you set the Trade account. Have a look at this image: https://www.sierrachart.com/images/OECSettings.png We cannot imagine you would get this message if the Trade Account is actually set: Open E Cry FIX/FAST: Not able to request Trade Positions without a Trade Account set. Set this in 'Global Settings >> Data/Trade Service 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: 2014-02-14 00:36:11
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| [2014-02-15 17:21:21] |
| xRoads1 - Posts: 35 |
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Listen this is ridiculous, if you read back through this thread, there is no thread from your side. You are just shooting in the dark and not even trying to respond to anything, which I guess is your repair strategy. Is this what passes of support in you part of the world? I have spent a career on tech support side of the software business in coding and testing, so I know that you can't begin to solve anything until you get over "We cannot imagine you would get this message if the Trade Account is actually set" and entertain that there might be a problem. So far if I were you manager I would can the lot of you, you are not paid to fire off asinine responses that waste valuable time. I also am acquainted with tech support attitudes that users are idiots. If you don't believe that I am getting this message and a succession of irritating logs popping up even though I am logged on and operational, then shadow in on a session with me. Do something productive. |
| [2014-02-15 18:51:08] |
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1. We are not tech support. We are the engineers who write the code. We have checked the code. You are not going to get this if you have set the Trade account: Not able to request Trade Positions without a Trade Account set. Set this in 'Global Settings >> Data/Trade Service Settings There is no other possibility here. We have just verified the code again. 2. If you still have a problem you have to show us this using remote assistance. Set a telephone number on your account here: https://www.sierrachart.com/usercp.php?page=ManageAccountInfo When that is done, then let us know when is a good time to call by starting an Account Support Ticket: https://www.sierrachart.com/usercp.php?page=SupportTickets Or you can send us an email showing the OEC Settings window showing the Trade Account set. Support _ AT _ Sierra Chart.com. For the record, this is the actual code: if ( g_p_Config->m__Saved.ServiceSettings.OpenECry.TradeAccount.IsEmpty() ) { g_p_TradeServiceLog->AddMessage(GetServiceName() + ": Not able to request Trade Positions without a Trade Account set. Set this in 'Global Settings >> Data/Trade Service Settings'" , SW_SHOW); return; } If you don't believe that I am getting this message and a succession of irritating logs popping up even though I am logged on and operational,
We believe that you are getting the message, but the reason you are getting the message is because the Trade Account is indicated not to be set and that does not have to be set to be connected and getting market data.And we have done a superb job in handling this support request. We did a code review to verify that the code is working properly. We updated our OEC set up instructions documentation to explain to set the Trade Account which is necessary on the new connection which uses FIX. We updated our image which shows the OEC settings window and highlighted where to set the Trade Account. If you are not happy, it is perfectly fine with us if you leave and discontinue use of Sierra Chart. It is not worth it for us to put up with these kind of comments from customers when we know we have handled this support request properly. And still we have no confirmation that you did actually set the Trade Account. Sometimes we wonder if it was even worth responding to this further. 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: 2014-02-15 18:54:37
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| [2014-02-15 18:55:56] |
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Previous post has been updated.
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 |
| [2014-02-15 23:34:48] |
| xRoads1 - Posts: 35 |
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LOL The software is great, now that you have explained you are engineers and have no tech support, I can easily adapt. I am not nearly so fragile as to be put off by your pique, "it is perfectly fine with us if you leave and discontinue use of Sierra Chart". If I can goad you into an answer that resonates with me, it's all good. Just for the record, it was worth you responding. I hope that makes you feel better. |
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