Support Board
Date/Time: Wed, 27 Nov 2024 04:35:33 +0000
NOTICE: Sierra Chart Exchange Data Feed Was Down
View Count: 4553
| [2014-07-14 04:16:32] |
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Currently the Sierra Chart Exchange Data Feed is down. The problem is being worked on. The servers are running fine. They have just lost their Internet connectivity. The CME multicast data feed is still being received by them. A network engineer is working on the problem now. 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: 2014-07-14 04:19:21
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| [2014-07-14 04:22:30] |
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For the record, our server monitoring detected this problem within two minutes and we were on top of it right away.
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 |
| [2014-07-14 04:39:11] |
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To use the data feed provided by your Trading service you need to uncheck Global Settings >> Data/Trade Service Settings >> Allow Support for Sierra Chart Data Feeds . Reconnect to the data feed with the File >> Disconnect and File >> Connect To Data Feed commands, after changing the setting. 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: 2014-07-14 04:43:37
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| [2014-07-14 04:53:08] |
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The problem is now resolved. We will be checking the historical data to make sure there is no missing data and if there is, it will be patched. 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 |
| [2014-07-14 12:50:46] |
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The same problem has occurred as of approximately 8:40 AM US Eastern time. The problem is being worked on. It is some kind of firewall issue we are told. 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: 2014-07-14 12:54:21
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| [2014-07-14 12:54:08] |
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The problem has been solved. The data feed is now working again. 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 |
| [2014-07-14 13:14:35] |
| User11942 - Posts: 298 |
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Hello SC, it's down again.
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| [2014-07-14 13:15:53] |
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Yes we know but it has been restored as of this time.
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: 2014-07-14 13:16:02
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| [2014-07-14 13:20:02] |
| User71671 - Posts: 25 |
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It's down again.
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| [2014-07-14 13:20:18] |
| User11942 - Posts: 298 |
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Yes, it worked after 8:55 Date Time Of Last Edit: 2014-07-14 13:20:38
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| [2014-07-14 13:24:11] |
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At this moment the data feed is now working again.
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 |
| [2014-07-14 13:31:55] |
| User22153 - Posts: 46 |
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its down again
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| [2014-07-14 13:32:09] |
| User71671 - Posts: 25 |
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Hello, data are disconnected again. It's happened already 3 times in last 30 minutes. Please check it. thank you
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| [2014-07-14 13:33:08] |
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2014-07-14 The Sierra Chart Exchange Data Feed is down again. There is an intermittent problem that is being worked on now. It is a firewall issue on the Barchart network. It will be resolved as soon as possible. To use the data feed provided by your Trading service you need to uncheck Global Settings >> Data/Trade Service Settings >> Allow Support for Sierra Chart Data Feeds . Reconnect to the data feed with the File >> Disconnect and File >> Connect To Data Feed commands, after changing the setting. Update: The problem is due to a firewall device on the network in the data center. They are working on resolving it now. This issue is occurring within the Barchart Data center rack where our servers are located. We will be providing complete details as soon as possible. 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: 2014-07-14 18:47:05
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| [2014-07-14 13:33:32] |
| User22153 - Posts: 46 |
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thanks
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| [2014-07-14 13:34:11] |
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To use the data feed provided by your Trading service you need to uncheck Global Settings >> Data/Trade Service Settings >> Allow Support for Sierra Chart Data Feeds . Reconnect to the data feed with the File >> Disconnect and File >> Connect To Data Feed commands, after changing the setting. 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: 2014-07-14 13:34:29
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| [2014-07-14 13:46:24] |
| User62199 - Posts: 2 |
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it's down again. No SC data feed.
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| [2014-07-14 13:50:03] |
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Update on the problem: We are told there is a failure of a device on the network in the data center and a technician is resolving it now. The resolution is going to be delayed a little longer because they physically have to go to the data center. 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: 2014-07-14 13:53:45
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| [2014-07-14 13:51:21] |
| User12578 - Posts: 1 |
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Just before the start of today's session data dropped out and still did not come. There is a problem only for me? Thank you Hodek |
| [2014-07-14 13:52:23] |
| User22153 - Posts: 46 |
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No Hodek, its not just you. I've got the same problem. Hopefully they can fix it asap.
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| [2014-07-14 13:54:23] |
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All users using the Sierra Chart Exchange Data Feed are being affected by this problem. Other users are not affected. The problem is being worked on now. 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: 2014-07-14 13:54:38
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| [2014-07-14 14:18:22] |
| User56304 - Posts: 33 |
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Is there a place Sierra users can sign up to receive email or TXT alerts to serious problems like this?
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| [2014-07-14 14:24:06] |
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No there is not. However, since you have posted in this thread, when we do update this thread, you will receive email notifications. Also, a problem like this is very rare. It is most important that we are aware of the problem immediately when it happens and then we take action on it. We became aware of the problem within a minute of it occurring. So we are not waiting for anyone to contact us or call us. The problem is there is a faulty firewall device in the Barchart network that we use. A technician had to physically go to the data center to work on this. So this is the reason for the delay. We are currently awaiting the problem to be resolved. 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 |
| [2014-07-14 14:36:52] |
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We really do apologize for this. Unfortunately, we are at the at the mercy of the Barchart network and data center rack we are located in. This is really quite unusual though. We need to discuss with them redundancy after this incident is resolved. 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 |
| [2014-07-14 14:36:55] |
| User94740 - Posts: 333 |
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Hi SC, have they given an estimated time of repair?
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