Support Board
Date/Time: Mon, 03 Feb 2025 06:05:17 +0000
New Instance
View Count: 1026
| [2021-03-24 16:27:38] |
| User451968 - Posts: 13 |
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I am unable to open a New Instance. From what I can see, the account name and password are the same as the initial login. Please see attached image. I do not know if the overlays are visible. If not I can provide screenshot. http://www.sierrachart.com/image.php?Image=1616602851507.png |
Private File |
| [2021-03-24 16:55:13] |
| John - SC Support - Posts: 37656 |
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Are you selecting File >> New Instance or is this a completely separate installation of Sierra Chart?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-24 17:50:12] |
| User451968 - Posts: 13 |
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Hi John, I am selecting File>>New Instance. |
| [2021-03-24 19:07:22] |
| John - SC Support - Posts: 37656 |
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Is there anything in the Account Name and Password fields when you see the Login Screen for the New Instance? Or are these blank? You should have the same Account Name that you login to the main instance with, and the Password should have the asterisks (****). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-24 20:13:35] |
| User451968 - Posts: 13 |
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The only difference I can see is the "Save Password" and Open Files on Startup" are checked on the 1st Instance, but not on the New Instance. The account name is the same, and I assume the p'word also. |
| [2021-03-24 20:34:53] |
| John - SC Support - Posts: 37656 |
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Please enter your phone number on this page for your active account: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo And let us know when that is done and also when would be a good time for us to call and connect to your system to check a few things. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-24 20:43:12] |
| User451968 - Posts: 13 |
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My number is already there. ending in 2077. I can be available in approx 80 minutes time today, 18:00 EST, for the rest of the evening. |
| [2021-03-24 20:59:07] |
| John - SC Support - Posts: 37656 |
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We need to point out that the account from which you are posting is an expired account. Make sure you are logging into your Sierra Chart using your TransAct account, which starts with "TransAct_User_" and ends with your account name. If you are not logging into Sierra Chart with the correct account, then that could be related to your issue. Let us know for sure. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-24 21:45:36] |
| User451968 - Posts: 13 |
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I am definitely logging into the correct account. I have been trading it for some time now. I don't know how this other account is mixed up with it. |
| [2021-03-24 21:47:02] |
| John - SC Support - Posts: 37656 |
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We will not be able to call tonight. Let us know when would be a good time to reach you tomorrow (Thursday).
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-24 21:48:44] |
| User451968 - Posts: 13 |
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What time do you start?
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| [2021-03-25 14:38:00] |
| John - SC Support - Posts: 37656 |
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We are here now. Let us know when would be a good time to call.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-25 14:51:17] |
| User451968 - Posts: 13 |
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Can we do 11.00am?
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| [2021-03-25 14:51:42] |
| User451968 - Posts: 13 |
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EST, ten minutes.
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| [2021-03-25 14:52:28] |
| John - SC Support - Posts: 37656 |
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That is fine. We will call then.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-25 14:54:34] |
| User451968 - Posts: 13 |
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Great.
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| [2021-03-25 16:11:18] |
| Sierra_Chart Engineering - Posts: 18218 |
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First you are not logging into this Support Board with the Sierra Chart account that you are using. You need to login with Help >> Support Board from within Sierra Chart. That is not relevant to the problem though. We have set the login on your Sierra Chart account to follow standard login procedure. We have reset your password and it has been sent to your email address. We want you to exit from Sierra Chart and start it again. You should get an error indicating your Account Name and Password are not correct. You just need to enter that new password received to your email address. Instructions: Sierra Chart - Software Login Instructions: Software Login Instructions And then you should not have any trouble running the sub instance. 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-03-25 20:05:04] |
| User451968 - Posts: 13 |
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My account was setup through Infinity Futures/Transact. I have logged in through the desktop icon for for many years. I don't know why you are telling me I am logging in from the wrong account. If I change to a new password, does Infinity/Transact need to change anything. |
| [2021-03-25 20:08:41] |
| User451968 - Posts: 13 |
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I have exactly the same software, same version running on my laptop also, using the same username and password. I'm not having a problem opening a 'New Instance", on that.
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| [2021-03-25 21:49:52] |
| User439491 - Posts: 2 |
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I have created a new password to the following account "TransAct_User_larlar", and this has fixed the problem with the "New Instance" issue. Thank you for your help. I do have one other question, if you could answer for me please. If I want data for UK and/or US equities, what feed would I need? Thanks |
| [2021-03-25 21:55:27] |
| User439491 - Posts: 2 |
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Did you post a reply? I don't see it.
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| [2021-03-26 06:39:26] |
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In regards to post #18, we are referring to logging in to the Sierra Chart website. Not into the Sierra Chart desktop program itself. Regarding post #20, you need to use this data feed: Sierra Chart Exchange Data Feed If I change to a new password, does Infinity/Transact need to change anything. No.
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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