Support Board
Date/Time: Tue, 04 Mar 2025 19:12:12 +0000
After adding 2nd laptop with SC
View Count: 885
| [2021-12-20 18:09:11] |
| User473031 - Posts: 55 |
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I added a new laptop over the weekend and installed SC on it. It's working fine. The original laptop with SC installation will no longer connect to SC server. My understanding I'm allowed 3 devices. So, am I missing a step??>
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| [2021-12-20 18:13:37] |
| John - SC Support - Posts: 38369 |
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Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Open a chart for the symbol you have an issue with. Tell us that symbol of the chart. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-20 18:14:52] |
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Regarding the connection issue, refer to: Denali Exchange Data Feed: Connections Only one system for exchange data is allowed at a time unless you pay an additional exchange fee. Three systems are not allowed at all. 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: 2021-12-20 18:15:40
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| [2021-12-20 18:43:56] |
| User473031 - Posts: 55 |
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I'm running one SC at a time. It runs fine on the newest laptop, However, after I have shut down the new laptop, I'm still not able to run SC on the older pc. Are you saying that SC has to be dedicated to one computer? That I'm unable to have it installed on 2 different pcs while running one SC at a time?
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| [2021-12-20 18:48:29] |
| Sierra_Chart Engineering - Posts: 18652 |
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Therefore, give us the log as requested in post #2. You can do what you want. 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 Date Time Of Last Edit: 2021-12-20 19:35:14
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| [2021-12-20 19:08:36] |
| User473031 - Posts: 55 |
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What is up with the rudeness and poor attitude? I didn't see a request for a message log in a post #2. If I had, one would have been sent. I only have these two messages. Besides, it doesn't matter, I'm a customer, it's unprofessional of you. I worked for multiple internet companies, being courteous at all times was the standard. I've sent the message log that you mentioned on the previous post. |
| [2021-12-20 19:26:42] |
| John - SC Support - Posts: 38369 |
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There is not enough information in the log you sent. Please follow these instructions to get us another Message Log: Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Open a chart for the symbol you have an issue with. Tell us that symbol of the chart. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-20 19:48:13] |
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What is up with the rudeness and poor attitude? I didn't see a request for a message log in a post #2. If I had, one would have been sent. I only have these two messages.
Besides, it doesn't matter, I'm a customer, it's unprofessional of you. I worked for multiple internet companies, being courteous at all times was the standard. This makes no sense at all. We have no idea what you are referring to. The Message Log was asked for in post #2. And then we made a determination as to what the most likely cause was and gave you a link to the relevant information in post #3 and therefore you did not need to provide the log. You said this is not a connection limit issue, then we said we need to get the message log. And indicated that you are able to accomplish what you want by having two or more installations of Sierra Chart on different systems and using one at a time (You can do what you want). 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: 2021-12-20 19:48:36
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| [2021-12-20 20:13:48] |
| User473031 - Posts: 55 |
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I don't know what you are talking about. I just saw a different post by someone named John. in his post, he stated there wasn't enough information in the log and gave me step to clear it. I never received an email from him, only you. BTW, you have me mixed up with someone else because I never replied or even stated that this is not a connection limit issue. I don't know what that even means. So, how about making sure you are communicating with the right person. Was it you or was it John who told me to check my global zone settings? Well, they are correct. Here is the new log. Apparently, you're not sure who you are communicating with, and I don't know why I have two different support people communicating with me. |
Private File |
| [2021-12-20 20:36:56] |
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This log does not show any connection to the data feed. Follow the instructions below. Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog We will then determine what the problem is. 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 |
| [2021-12-20 21:30:07] |
| User473031 - Posts: 55 |
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John, I saw this message when I went to file > connect( attached file)I;ve had zero issues with my data feed for the past 2 years and now I'm having connection issues. When I go from CQG setting to SC data - all services. I have a connection but no Futures data. When I go back to CQG I lose my data feed. Everything was ok up till last night GBLX about 10-15 min into the session, when everything stopped. |
 Screenshot 12-20-2021 16.03.43.png / V - Attached On 2021-12-20 21:18:42 UTC - Size: 44.46 KB - 138 views |
| [2021-12-20 22:06:54] |
| John - SC Support - Posts: 38369 |
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John, I saw this message when I went to file > connect( attached file)I;ve had zero issues with my data feed for the past 2 years and now I'm having connection issues.
This makes sense as to why you were not getting a connection to the data feed in the last log you showed, and also explains why you are not getting any data. We can not say why there is an issue with the Username or Password. The first thing is to try reentering them on the Global Settings >> Data/Trade Service Settings and see if that resolves the issue. If not, then you will need to get with your broker to update/reset your password and verify your Username for CQG. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-20 22:27:17] |
| User473031 - Posts: 55 |
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OK. I will your suggestion a try. I guess there isn't an explanation to the fact that on the new pc , SC is running fine while the settings are set to SC- data, but not on the older laptop? Thank you for your assistance and please thank the other support person also. |
| [2021-12-21 14:20:18] |
| John - SC Support - Posts: 38369 |
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When the settings are set to SC Data - All Services you are not trying to connect to your trading account, therefore you will get the data without any issue. But when you are trying to connect to CQG (or any trading service that you have setup) and it fails, then we do not try to download the data. The first thing that needs to occur is that you make your connection to the trading service. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-21 18:08:48] |
| User473031 - Posts: 55 |
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John, Thank you for your assistance. Apparently, my CQG data credentials needed to be updated. I don't remember seeing that email but I'm guessing it's somewhere. So, the entire problem was with CQG cutting off my data because data agreement needed to be updated and signed. What a pain. One more question if I can be so bold to ask, I noticed that during this time, I don't have the historical data that I once did. There seemed to be more with SC. Will it fill in with time or is there something I need to do with my SC agreement? |
| [2021-12-21 18:21:23] |
| John - SC Support - Posts: 38369 |
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When you are connected to CQG and since you are getting your data from CQG, then you are limited to what CQG is making available. There definitely is more historical data available from our data feeds (particularly for the CME Group), which you can get if you pay for the Denali Exchange Data Feed. Refer to the information at the following link: Denali Exchange Data Feed For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-21 18:35:00] |
| User473031 - Posts: 55 |
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OK but I am paying for the Denali data feed. Maybe this is why I'm having trouble with looking at stocks. Obviously, I have something wrong but I'm paying for Denali data feed and market depth |
| [2021-12-21 18:52:22] |
| John - SC Support - Posts: 38369 |
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Ok, sorry, this may explain some things. The exchanges you had active on the Denali Exchange Data Feed did not renew on November 1, 2021. So you have not been getting the Denali data since then. If you want to use the Denali data, then you will need to reactivate the exchange(s) that you want from the following page: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges Just keep in mind that when you activate the exchange, you are going to pay the full price for the remainder of the month. You will then need to pay for it again at the beginning of next month. Therefore, if you can wait, you may want to wait until the beginning of next month to activate the exchange. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-21 20:38:01] |
| User473031 - Posts: 55 |
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John, I don't understand. I've been paying 46$/mo It says Denali feed included. Also, it is saying Denali feed active. So, I'm confused. My renewal is something like the first week of each month and I'm usually paying early. Have I missed something? |
| [2021-12-21 21:55:21] |
| John - SC Support - Posts: 38369 |
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Package 11 includes the Denali Exchange Data Feed Fee. But in order to get the data, you also need to pay for the exchanges. You do not currently have any exchanges active, so you are not actually getting any data from the Denali Exchange Data Feed. For more information, refer to the information for the Denali Exchange Data Feed at the following link (and note the Setup Instructions section regarding activating exchanges): Denali Exchange Data Feed For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2021-12-21 21:55:44
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| [2021-12-21 22:16:12] |
| User473031 - Posts: 55 |
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oh, major screw up. Thank you for your assistance and your patience. I hope you have a wonderful Holiday. Merry Christmas, Michael |
| [2021-12-21 22:24:52] |
| John - SC Support - Posts: 38369 |
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It happens. And we know it can be a bit confusing. We are working on some changes that should make things a bit more obvious. Merry Christmas to you too. 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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