Support Board
Date/Time: Fri, 14 Mar 2025 18:09:22 +0000
Unable to update or connect
View Count: 674
| [2022-06-22 16:23:00] |
| User558455 - Posts: 70 |
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Hello, I require slight assistance to either update or connect one of the machine I use. I use to Sierra ( two installs on two drive). Of that one of the install will not connect not update. It is using the rithmic connection however when I try to install the new version ( I am on package 11 already and have been ) It will not allow me to update my current version 2362 to any version. ( It also shows package not enable in connection setting but again I am on package 11) thank you as always for your time Log: HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Creating socket. Using TLS 1.2. | 2022-06-22 11:20:53.457 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | New receive buffer size: 32768 | 2022-06-22 11:20:53.457 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Connecting to IP: 38.79.0.89. | 2022-06-22 11:20:53.457 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 11:20:53.457 * DTC Protocol Server feature not enabled for Sierra Chart account. | 2022-06-22 11:20:53.515 * Reading Internal Order ID file. | 2022-06-22 11:20:53.515 Reading Trade Orders file. | 2022-06-22 11:20:53.590 Reading Trade Positions file. | 2022-06-22 11:20:53.590 Reading Trade Account Data files. | 2022-06-22 11:20:53.591 UDPListener (1048). Port 22904 | Listening on UDP port 22904. | 2022-06-22 11:20:53.608 Software version: 2362 64-bit | 2022-06-22 11:20:53.608 Primary Thread ID: 1672 | 2022-06-22 11:20:53.608 Usage end date: 2022-07-06 | 2022-06-22 11:20:53.608 Usage time has ended. Sierra Chart is in Free mode. Features are restricted. | 2022-06-22 11:20:53.608 To purchase usage time, select 'Help >> Add Usage Credit' on the menu. | 2022-06-22 11:20:53.608 * Enabled for exchange: U.S. Equities (NYSE, NASDAQ, AMEX) | 2022-06-22 11:20:53.608 Enabled for exchange: Euronext Equities Delayed | 2022-06-22 11:20:53.608 Enabled for exchange2: CME (Trading Account Required) | 2022-06-22 11:20:53.608 Enabled for exchange2: CBOT | 2022-06-22 11:20:53.608 Enabled for exchange2: COMEX (Trading Account Required) | 2022-06-22 11:20:53.608 Enabled for exchange2: NYMEX | 2022-06-22 11:20:53.608 Enabled for exchange2: CFE | 2022-06-22 11:20:53.608 Enabled for exchange2: fairx_exchange.data | 2022-06-22 11:20:53.608 Allow Support for Sierra Chart Data Feeds is enabled. | 2022-06-22 11:20:53.608 Current selected Data/Trading service: Rithmic Direct - DTC | 2022-06-22 11:20:53.608 Custom symbol settings values: enabled | 2022-06-22 11:20:53.608 Chart Update Interval: 500 | 2022-06-22 11:20:53.608 Intraday Data Storage Time Unit: 0 | 2022-06-22 11:20:53.608 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2022-06-22 11:20:53.608 2022-06-22 16:20:53 Local computer time in UTC | 2022-06-22 11:20:53.608 2022-06-22 11:20:53 Local computer time in SC Time Zone | 2022-06-22 11:20:53.608 Program path: C:\SierraChart(cor)\ | 2022-06-22 11:20:53.608 Data Files path: C:\SierraChart(cor)\Data\ | 2022-06-22 11:20:53.608 OS Version Number: 6.1 | 2022-06-22 11:20:53.608 Locale Setting: C | 2022-06-22 11:20:53.608 Created the DTC Protocol historical data server. | 2022-06-22 11:20:53.609 HD Server Manager | Listening on port 11098. | 2022-06-22 11:20:53.610 Checking for new symbol settings. Requested symbol settings MD5 for service code rithmic_v2.trading. Request ID: 1. | 2022-06-22 11:20:53.610 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 11:20:53.610 * HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | CloseSocket call. | 2022-06-22 11:20:53.615 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Closed. | 2022-06-22 11:20:53.615 Request for symbol settings MD5 finished unsuccessfully. Request ID: 1. Socket connection closed during the connection attempt. | 2022-06-22 11:20:53.615 Connect to Data Feed | Service Package does not support this function or account is expired. Select 'Help >> Account Control Panel' for account management. | 2022-06-22 11:20:59.638 * |
| [2022-06-22 18:39:27] |
| John - SC Support - Posts: 38669 |
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We need to see your Installer Log. Please go through the Upgrade again for the installation that was not working, and after it fails select the button in the upper right for Send Log to Support. Then let us know in this thread that you have sent the log so we can go look at it. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-06-23 01:14:04] |
| User558455 - Posts: 70 |
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Seem now the installer will not run instead i get: HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Creating socket. Using TLS 1.2. | 2022-06-22 20:12:31.248 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | New receive buffer size: 32768 | 2022-06-22 20:12:31.248 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Connecting to IP: 38.79.0.89. | 2022-06-22 20:12:31.248 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 20:12:31.248 * DTC Protocol Server feature not enabled for Sierra Chart account. | 2022-06-22 20:12:31.310 * Reading Internal Order ID file. | 2022-06-22 20:12:31.310 Reading Trade Orders file. | 2022-06-22 20:12:31.357 Reading Trade Positions file. | 2022-06-22 20:12:31.357 Reading Trade Account Data files. | 2022-06-22 20:12:31.357 UDPListener (1040). Port 22904 | Listening on UDP port 22904. | 2022-06-22 20:12:31.372 Software version: 2362 64-bit | 2022-06-22 20:12:31.372 Primary Thread ID: 3776 | 2022-06-22 20:12:31.372 Usage end date: 2022-07-06 | 2022-06-22 20:12:31.372 Usage time has ended. Sierra Chart is in Free mode. Features are restricted. | 2022-06-22 20:12:31.372 To purchase usage time, select 'Help >> Add Usage Credit' on the menu. | 2022-06-22 20:12:31.372 * Enabled for exchange: U.S. Equities (NYSE, NASDAQ, AMEX) | 2022-06-22 20:12:31.372 Enabled for exchange: Euronext Equities Delayed | 2022-06-22 20:12:31.372 Enabled for exchange2: CME (Trading Account Required) | 2022-06-22 20:12:31.372 Enabled for exchange2: CBOT | 2022-06-22 20:12:31.372 Enabled for exchange2: COMEX (Trading Account Required) | 2022-06-22 20:12:31.372 Enabled for exchange2: NYMEX | 2022-06-22 20:12:31.372 Enabled for exchange2: CFE | 2022-06-22 20:12:31.372 Enabled for exchange2: fairx_exchange.data | 2022-06-22 20:12:31.372 Allow Support for Sierra Chart Data Feeds is enabled. | 2022-06-22 20:12:31.372 Current selected Data/Trading service: Rithmic Direct - DTC | 2022-06-22 20:12:31.372 Custom symbol settings values: enabled | 2022-06-22 20:12:31.372 Chart Update Interval: 500 | 2022-06-22 20:12:31.372 Intraday Data Storage Time Unit: 0 | 2022-06-22 20:12:31.372 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2022-06-22 20:12:31.372 2022-06-23 01:12:31 Local computer time in UTC | 2022-06-22 20:12:31.372 2022-06-22 20:12:31 Local computer time in SC Time Zone | 2022-06-22 20:12:31.372 Program path: C:\SierraChart(cor)\ | 2022-06-22 20:12:31.372 Data Files path: C:\SierraChart(cor)\Data\ | 2022-06-22 20:12:31.372 OS Version Number: 6.1 | 2022-06-22 20:12:31.372 Locale Setting: C | 2022-06-22 20:12:31.372 Created the DTC Protocol historical data server. | 2022-06-22 20:12:31.404 HD Server Manager | Listening on port 11098. | 2022-06-22 20:12:31.404 Checking for new symbol settings. Requested symbol settings MD5 for service code rithmic_v2.trading. Request ID: 1. | 2022-06-22 20:12:31.404 HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 20:12:31.404 * HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | CloseSocket call. | 2022-06-22 20:12:31.404 HTTPS connection ID:1 to www.rithmic.com:443 for request ID:1 (3) | Closed. | 2022-06-22 20:12:31.404 Request for symbol settings MD5 finished unsuccessfully. Request ID: 1. Socket connection closed during the connection attempt. | 2022-06-22 20:12:31.404 Connect to Data Feed | Service Package does not support this function or account is expired. Select 'Help >> Account Control Panel' for account management. | 2022-06-22 20:12:37.441 * The request for the installer program MD5 has been made. | 2022-06-22 20:12:54.928 * HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (1) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 20:12:54.928 * Failed to download installer program due to an error. Request ID: 1. | 2022-06-22 20:12:54.928 * Date Time Of Last Edit: 2022-06-23 01:30:40
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| [2022-06-23 01:33:09] |
| User558455 - Posts: 70 |
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I went ahead and downloaded the installer and just sent the log for support. thank you |
| [2022-06-23 07:41:40] |
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This is what we are seeing in these logs: HTTPS connection ID:1 to www.sierrachart.com:443 for request ID:1 (4) | Connect event error. Windows error code 10013: An attempt was made to access a socket in a way forbidden by its access permissions. | 2022-06-22 20:12:31.404 *
This is an operating system level issue or the connection is blocked by a firewall. Try restarting Sierra Chart. If that does not resolve the issue, restart your computer. If that does not resolve the issue, refer to: Data/Trading Service Connection and Symbol Issues: 1.2. Network Communication or Server Problem update my current version 2362 to any version. ( It also shows package not enable in connection setting but again I am on package 11) This is because you need to be running a newer version of Sierra Chart to use Rithmic. You need to update once you get this connectivity issue resolved. This is something that you need to resolve from your side. .
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: 2022-06-23 07:44:05
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| [2022-06-23 13:27:03] |
| User558455 - Posts: 70 |
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I can do , but some how my other sierra install connects just fine? Thanks ill look into my network and firewall. have a good day! |
| [2022-06-23 13:29:47] |
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If other installations of Sierra Chart are connecting without any issue, on the same computer, then this would clearly indicate the problem is caused by a third-party firewall on your computer. You need to consult the documentation for that firewall and make sure the installation Sierra Chart that is not allowed to connect, is set to be allowed to connect. 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 |
| [2022-06-23 18:37:35] |
| User558455 - Posts: 70 |
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Can I download a full newer version on Sierra from a different computer and just move the folder over to the drive that was using 2362? I have removed all firewall and disable windows one too ( and unable to get past it). I understand the issue is on my end and any help you give me out of courtesy. Thank you Date Time Of Last Edit: 2022-06-23 18:55:22
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| [2022-06-23 18:55:17] |
| John - SC Support - Posts: 38669 |
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Refer to the following for how to transfer settings and data from one installation to another. Transferring Sierra Chart Settings and Data From Existing Installation to New Installation: Transferring Sierra Chart Settings and Data From Existing Installation to New Installation Depending on what you are doing, you may want to also review the other items on that page. 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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