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Date/Time: Mon, 24 Feb 2025 22:01:57 +0000

How to Post a Message for Support

Mr.

View Count: 838

[2021-03-19 11:11:53] #1 [Go To First Post]
User72965 - Posts: 115
I can't log into Sierra Crart. Been going on for some time now: Have been running Download & After 2-3 tries Have been getting connected..... Contacted my Trend Micro Anti-Virus = Not an issue .. I think ??? Something with M. Windows I got 10 .. I have not a clue what to do..... Zip ?? Adminastrater ??? I'm not likely qualified for..... Sierra warns about using these.... Wait to hear from you,for suggestions... How-ever going over to my 2nd. computer> Open Sierra there. & Need to open IBRK Also . As feed comes from there for Sierra. 2nd computer has been opening Sierra o.k. Gene :(

[2021-03-19 12:14:00] #2 [Go To First Post]
Ackin - Posts: 1865
Try: Antivirus/Anti-Malware Software The error messages could be caused by Antivirus/Anti-Malware software that has the file locked. Disable the Antivirus/Anti-Malware software running on your computer system. Set it to not perform any scanning of files with these extensions: scid and dly. Or make sure the folder Sierra Chart is installed to is excluded from being scanned by the Antivirus/Anti-Malware software program you are running. After doing one or more of these, then restart Sierra Chart. A good indication that this is the cause, is if you receive this error: Windows error code (32): The process cannot access the file because it is being used by another process. Error Messages When Opening Files: Antivirus/Anti-Malware Software Run Sierra Chart with Windows Administrator Level Access Sierra Chart may need to be run with Windows Administrator account privileges/credentials. The reason for this requirement will be if you have installed Sierra Chart into the Windows Program Files folder. Potentially there can be other Windows related considerations as well which will require this. Follow these steps to run Sierra Chart with Administrator privileges/credentials. Right-click the icon on your desktop that you use to run Sierra Chart, and then select Properties. On the Compatibility tab, enable the Run this program as an administrator check box, and then press OK. Run Sierra Chart again by opening that icon you changed the properties for. Error Messages When Opening Files: Run Sierra Chart with Windows Administrator Level Access Sierra Chart Installed Into Program Files Folder If you have installed Sierra Chart into the Program Files folder on your system which is not the default installation folder, then writing to files in that folder may get blocked by the operating system. There can be all kinds of various problems with this including settings not getting saved. It is not recommended to install Sierra Chart to the Program Files folder on your system. By default Sierra Chart will not be installed into Program Files on your system. The Program Files folder is a protected folder on Windows Vista, 7, Server 2008-2012, 8, 8.1, 10. If you have been directed to this section of the documentation and you have installed Sierra Chart into the Program Files folder, then move it to a different folder on your system that your Windows account has access to. This generally will be \SierraChart on the drive you want to install Sierra Chart to on your system. Error Messages When Opening Files: Sierra Chart Installed Into Program Files Folder

[2021-03-19 14:23:19] #3 [Go To First Post]
John - SC Support - Posts: 38146
What exactly happens? Are you able to see the login screen for Sierra Chart, or is that not coming up? We need to understand at exactly what point you are having the issue. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-19 14:51:57] #4 [Go To First Post]
User72965 - Posts: 115
John Log In Screen is coming in... I just ran it; The blue circel rotated for a few seconds.. Then quite~~ Did complete or open Sierra..... Gene :) No charts ~~ IBRK was not open.. But in past not an issue If and when sierra was o.k. on opening itself. I did go in and Selected the Admin. Settings Restarted comp. {Was done Before**** "I just ran it" So I question that worked.? Still no charts. No problem on other comp. Comes up fine. Gene :)

[2021-03-19 14:54:48] #5 [Go To First Post]
User72965 - Posts: 115
Still no Sierra :( Think this was posted Not sure??

[2021-03-19 15:07:22] #6 [Go To First Post]
John - SC Support - Posts: 38146
Let us know when we can give you a call and see what is happening. Make sure your phone number is correct on this page: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo Note that we call using Skype, so there will not be a phone number showing. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-19 18:06:46] #7 [Go To First Post]
User72965 - Posts: 115
phone # is correct Be here till 2:00 Mountain time Thx , Still no chart :( Date Time Of Last Edit: 2021-03-19 18:36:43

[2021-03-19 18:42:07] #8 [Go To First Post]
John - SC Support - Posts: 38146
We just tried calling but nobody answered. We will try again at 1:30 Mountain US Time. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-19 19:35:17] #9 [Go To First Post]
John - SC Support - Posts: 38146
We have tried calling multiple times but we never get an answer. Let us know if there is a specific time we should call. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-19 20:04:43] #10 [Go To First Post]
User72965 - Posts: 115
B Here now I heard no call ?? Does it come on SKYPE??? Do I need SKYPE ??? Or should I be looking through my Land Line Phone. I have no Cell phone.. I used to use Skype... Haven't in years ... Thx Gene no Sierra yet :( :(

[2021-03-19 20:14:14] #11 [Go To First Post]
User72965 - Posts: 115
Leaving now 2:12 Be back later on 7:00 p.m. My time MT. Use Denver Time

[2021-03-19 21:02:31] #12 [Go To First Post]
John - SC Support - Posts: 38146
You do not need Skype. We are calling the phone number that is listed in your account information. Please verify again that the information here is correct: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo We are just letting you know that we use Skype in case you have any call blocking software or do not normally pick up the phone for an unlisted number, as there will not be a phone number showing when we call. We may not be able to get back to you until Monday. We will let you know if we have a chance over the weekend. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-19 23:51:18] #13 [Go To First Post]
User72965 - Posts: 115
Looks like need Skype???>> Ok Mon. it is~ Unless you can e me sooner...

[2021-03-22 13:33:39] #14 [Go To First Post]
John - SC Support - Posts: 38146
You do not need Skype. The first thing is for you to verify that the phone number listed for your account is correct. That is the number we are calling. You will find the number here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo Then let us know when is a good time to call you today (Monday March 22). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-03-22 15:17:44] #15 [Go To First Post]
User72965 - Posts: 115
John :) Good A.M. {here yet:) I have sent phone on previous S. Boards... My # is <<>> 1-406-683-9374 :) I don't know why it will not connect ????? I just checked P. Book <<>>683-9374 ~~~ :) I am on S. charts today... Had a friend come over,He made a Short-cut.. On version 1877 I believe. Comes BUT not supported.... So was no good to me. How-ever Sun. evening I tried it... No luck <> Tried it 2nd time by selecting "Current Version" And it connected<<>> Version 2239 <<>> Which is a version I think ? Newer than the one I was using when this problem came about... >>> I put Comp. to "Sleep" last night and using it today > Had to Didd. & Re-Connect. SO > Friend {he used to build computers :) } Thinks A Microsoft issue on an up-date OR Me :( An issue with this. Chart Version I was using... I will be here for least an hour. I'll wait for aa call Gene :) Thumbs Up :)

[2021-03-22 16:31:01] #16 [Go To First Post]
John - SC Support - Posts: 38146
Connected to customer's computer and found that the software was not starting consistently. Eventually set an Exception in his Trend Micro security software, which allowed Sierra Chart to run without any problems. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

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