Support Board
Date/Time: Wed, 19 Mar 2025 12:02:20 +0000
last few days data missing
View Count: 483
| [2022-10-17 08:20:03] |
| User199865 - Posts: 23 |
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Just loaded up my Sierra chart like I always do and none of the data has loaded up since I logged out from that spot Friday morning, and then gapped to today's new prices. I have refreshed the charts and when I did that it actually took away another 2 days so now missing the last 2 days data! I have noticed sierra did take a payment off me last 24 hours. So I am wondering if the package I have has changed and I need a different one? for the record, I trade ES on CME via apex trader (rithmic) I am missing a huge gap for the last few months of data but on my TPO charts. And cant see any historical data on my 5min ES candle chart and it just started at the point where I log in each time... and some of my charts just has 3 previous days missing and can go way back on them. This is clearly a Sierra chart issue that needs sorting ASAP Date Time Of Last Edit: 2022-10-17 16:48:05
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| [2022-10-17 17:05:09] |
| User199865 - Posts: 23 |
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Never had such poor technical support from a company I have stressed how urgent this is and have received nothing the whole day. WHERE ARE YOU SIERRA SUPPORT? Please email me on reply on my ticket I created 10 hours ago
Date Time Of Last Edit: 2022-10-17 17:51:39
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| [2022-10-17 22:23:39] |
| John - SC Support - Posts: 38782 |
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Our apologies, but we simply have had a lot of issues to deal with today. The problem you are having is that you are getting your data from Rithmic, even though you have setup the Denali Exchange Data Feed. The reason this is occurring is because the CME Group has a requirement that you have a live, funded, futures trading account in order to qualify for the Non-Professional exchange fees. And you have setup a Non-Professional exchange, but you have not connected your Sierra Chart to a live, funded, futures trading account. For more information on this topic, refer to the following: Real-Time Exchange Data Feeds Available From Sierra Chart: Understanding and Accessing Data From the CME, CBOT, NYMEX, COMEX Exchanges Be aware that connecting a Prop firm, like Apex, does not count towards the CME Group requirement. Therefore, if you do not have another trading account that will qualify for this requirement, then we recommend the solution outlined at the following link: Easy Solution to CME Funded Trading Account Requirement For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-10-20 15:41:35] |
| User199865 - Posts: 23 |
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OK - I have opened up a broker and sent you details to activate my denali since this morning. Can we get this accepted please now.
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| [2022-10-20 15:48:36] |
| Sierra_Chart Engineering - Posts: 18841 |
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The problem is not within our direct control: Never had such poor technical support from a company I have stressed how urgent this is
We will certainly help, but we cannot solve this problem directly at all.You are having a problem with Rithmic. Not Sierra chart. There is no poor support here at all. Your complaint is with Rithmic. Not Sierra chart. And then when you want to access our Denali data feed for data, there are CME rules to comply with. Once again their rules not our rules. So you cannot claim any type of poor technical support from us at all. Your complaint is with Rithmic and also with the CME. Not Sierra Chart. If we were able to provide you a data feed completely independent without any involvement of Rithmic, or CME, then you would not even have a problem to begin with. What specific broker? And what details are you referring to?: - I have opened up a broker and sent you details to activate my denali since this morning.
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: 2022-10-20 15:48:51
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| [2022-10-20 15:54:51] |
| User199865 - Posts: 23 |
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I understand it is a rithmic issue (however nothing has changed and they have had no issues, it must have just been a glitch) My only complaint would be the speed in responses. However I understand I am in the UK and send questions early UK time. I have opened a broker account like you have suggested and its all been passed so I can use Denali through them. I have signed the certificate with you and sent you my broker info as requested to set up my denali data as a non professional but that has been pending still for the last 9 hours? Hope we can speed this up please. I have tickets created with this info on in my account... Date Time Of Last Edit: 2022-10-20 15:55:43
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| [2022-10-20 16:36:09] |
| SC Support - Posts: 1943 |
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Hi Chris, I missed you with my call just now, please let me know when I can call you to help you complete your set-up.
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