Support Board
Date/Time: Thu, 06 Mar 2025 19:10:52 +0000
not getting data
View Count: 420
| [2022-02-07 18:08:56] |
| User510097 - Posts: 4 |
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Hi. I was on a free 2 week trial, and all was going well. When my trial ended, I signed up for Sierra Chart through your website. I first signed up for the least expensive package, thinking I would continue to use Rithmic data. But my broker, Edge Clear, said I needed service package 10 to use Rithmic. However, with service package 10 I also get Denali data, so I told my broker to cancel Rithmic. But now I'm not getting any data, and I'm confused as to why not. I signed the documents for live data, and even put more money into my account with Sierra Chart in case that was the problem. I believe my broker at Edge Clear said that Ironbeam was who I cleared trades through, and they didn't support Denali? But I'm not ready to trade live yet anyway, and am on simulated trading in Sierra Chart, so I don't think that's the problem. When I go into Data/Trade Service Settings, I still have Rithmic Direct - DTC trading (this is what I was using on my trial as it's not delayed), and now without changing any chart settings I'm getting "Symbol is unknown. Download failed". I don't see Denali as a choice. I don't know if it is a problem with my service package or something else. I would really appreciate your help with my data issue. Thank you very much.
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| [2022-02-08 14:54:53] |
| John - SC Support - Posts: 38446 |
|
Your setup for the Denali Exchange Data Feed looks good. If you are still having an issue, then we need to see your Message Log by following these instructions: 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 |
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