Support Board
Date/Time: Tue, 04 Mar 2025 17:58:41 +0000
Unable to Connect to Sierra Charts after Password Reset
View Count: 564
| [2021-12-15 19:36:01] |
| User709073 - Posts: 8 |
|
Gentlemen, I have not been able to Login into Sierra Charts even after I did a Password Reset. For that past several days, I have utilized the 14 Day Free Trial. Yesterday, everything worked just fine. But this morning, I was not able to Login at all. The 'Pending' button did its usual verification and the 'Login' button appeared. After pressing the 'Login' button, the 'Login' button reappeared (there is a loop). Subsequently, I created a new Password, and still the same problem. The only thing different between yesterday and this morning is that I installed a Windows Cumulative Update (it cannot be uninstalled). Assistance please. Thank you, Joseph Date Time Of Last Edit: 2021-12-15 21:02:54
|
| [2021-12-15 21:03:12] |
| |
|
What is the error message you are getting when you try to login? Refer to: HTTP Communication Errors 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: 2021-12-15 21:03:30
|
| [2021-12-15 21:17:38] |
| User709073 - Posts: 8 |
|
Gentlemen, The "Error Message" is a loop. When I press the Login Button, there is a brief pause and then the Login Button reappears, etc, etc. The Password is the correct Password. What I think is going on is that officially my 14 Day Free Trial ended today, December 15th. Out of courtesy, Customer Service extended it to December 19th. However, Customer Service and the '14 Day Free Trial' department, may not have communicated the additional days to December 19th. In any event, there is a loop when I try to Login to the charting platform. Please advise. Thank you. |
| [2021-12-16 15:55:58] |
| John - SC Support - Posts: 38368 |
|
This is definitely not related to your trial time. Even when you do not have any Usage Time available, you can still get logged into Sierra Chart. Most likely this is a Virus Scanner issue, where your virus scanning software is stopping the SierraChart_64.exe from running. You would need to enter an exception in your virus scanning software to not check the SierraChart_64.exe file. This file is located in your main Sierra Chart installation folder (typically C:\SierraChart, but could be anywhere that you chose to install). You should also add an exception for the file SierraChartStudies_64.dll which is located in the same folder as above. Sometimes this gets flagged inappropriately as well. Let us know if this does not solve your problem. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-16 22:03:02] |
| |
|
Sierra Chart is definitely starting, but the issue you are having certainly can be caused by security software preventing a login. Although it does not make sense there is no error message displayed after the Login button re-enables from Verifying.
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: 2021-12-16 22:05:35
|
| [2021-12-16 22:33:47] |
| User709073 - Posts: 8 |
|
This is still not working. Thank you, I followed your directions: In Trend Micro Internet Security, I added both SierraChart_64.exe and SierraChartStudy.DLL to my Exceptions List (not to be scanned). In Window's 10 Security Firewall, SierraChart_64 was already added for Public and Private use. The name shown was SierraChart_64 without the letter "s". It appears as SierraChart_64 rather than SierraCharts_64.exe. SierraChartStudy.DLL does not appear. Here is what is bizarre. I have been using Sierra Chart's 14 Day Free Trial for 10 consecutive days, and then on day #11, the Login fails. Assistance please, Joseph |
| [2021-12-16 22:39:05] |
| John - SC Support - Posts: 38368 |
|
We just sent you an email on this as well. Let us know a time tomorrow (Friday) when we can call and connect and take a look at your system. Please be sure to specify the time and Time Zone. Also ensure that your phone number is correct in our system by reviewing the information at the following link: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-17 19:05:00] |
| Sierra_Chart Engineering - Posts: 18651 |
|
Based upon the information we have with the remote session we did with you, there is some problem with the login data received. It does seem as though something on your system is interfering with the login process. Which is extremely unusual. We have never actually seen a specific issue like this before. Can you try a different computer. Please try a different computer. We really do not know what more we can do because there is some issue on your system or network. 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 |
| [2021-12-17 19:28:09] |
| User709073 - Posts: 8 |
|
Gentlemen, Unfortunately, I am not able to try this on another computer as I only have one (computer)(desktop). I am not on any other internal Network or Hub. The data feed I use is DTN-IQ Feed_v 6.2.0.20 There is other charting software (Wave59 Pro) that I have been using with DTN, and that works perfectly well. Let's see if we can think of some other ideas. Sincerely, Joseph |
| [2021-12-20 03:52:13] |
| |
|
Update to the latest release version 2336: Software Download: Fast Update We would expect you should now get an error message upon login, hopefully. If so, provide us a screenshot of that. 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 |
To post a message in this thread, you need to log in with your Sierra Chart account: