Support Board
Date/Time: Mon, 25 Nov 2024 20:32:28 +0000
[Locked] - Resolved: EUREX Data Feed Down 2023-11-29
View Count: 6420
| [2023-11-29 07:41:24] |
| Sierra_Chart Engineering - Posts: 17174 |
|
We are aware of the EUREX data feed being down at this time and we are working to resolve it. Please do not make any further postings. We will update this thread. There is a physical connectivity issue to the T7 network switch. 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: 2023-11-29 07:42:42
|
| [2023-11-29 08:03:28] |
| Sierra_Chart Engineering - Posts: 17174 |
|
We are in a call with deutsche boerse at this time. They are checking the circuit. They are directing this to their network people. We will acknowledge, that we did get notification hours ago about this being down (a notification of inactivity), but it was right at the time the market was closed during the night, so we just dismissed it, thinking it was just simply normal inactivity at the time. Anyway, it is the morning, in Germany, and Deutsche Boerse has been notified. They have been told this is very urgent. We have emailed them and we are going to email them again all of the technical details. 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: 2023-11-29 08:04:17
|
| [2023-11-29 08:19:34] |
| Sierra_Chart Engineering - Posts: 17174 |
|
These are the ticket details from EUREX. Why they show this as medium priority we do not know. We told them it is urgent. Incident ID: 21348859
Ticket Description: Lost connectivity Eurex Order by Order Business-ID: 0001309547 Business Area: Eurex Environment: Production Priority: Medium Creation Date/Time: 29.11.2023 / 09:09:46 Category: Information / Knowledge - - - - 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: 2023-11-29 08:20:07
|
| [2023-11-29 08:22:27] |
| Sierra_Chart Engineering - Posts: 17174 |
|
We followed up with them and told them to make the priority high.
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 |
| [2023-11-29 08:44:11] |
| Sierra_Chart Engineering - Posts: 17174 |
|
Latest: Our network collegues checked - there has been a short flap last night at 02:36 CET, and it's up and stable since then, as shown in the logs below:
2023 Nov 29 02:36:31 RFRA3711 %ETHPORT-5-IF_DOWN_LINK_FAILURE: Interface Ethernet1/13 is down (Link failure) 2023 Nov 29 02:38:15 RFRA3711 %ETHPORT-5-IF_UP: Interface Ethernet1/13 is up in Layer3 They must not be looking at the switch, where the fiber cable to our server terminates at. We are going to request that they ask the co-location facility, to investigate this. Only EUREX can open this ticket with the co-location facility. 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 |
| [2023-11-29 09:27:23] |
| Sierra_Chart Engineering - Posts: 17174 |
|
At this point we are just waiting on Deutsche Boerse. We are reliant on them to investigate and resolve the problem. We are calling them 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-11-29 09:30:56] |
| Sierra_Chart Engineering - Posts: 17174 |
|
We just called Deutsche Boerse back. They said a technician is investigating the problem. They are working on it. We apologize, but at this point we just have to wait for them. And for the record, we restarted the server, and disabled and reenabled the network adapter multiple times in case there is anything we can do to get this working. But clearly the problem is not on our side. And once they get the connectivity back there is nothing more we have to do. The EUREX connections will just automatically reestablish themselves. You may see some issues with market depth data due to the fact this is an order by order feed and we missed tracking the orders since the open but that will substantially correct itself automatically. 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: 2023-11-29 09:37:58
|
| [2023-11-29 10:20:40] |
| Sierra_Chart Engineering - Posts: 17174 |
|
Latest: Please find below the reply from our Network Operations team: No arp received from customer, however line shows as status up with light: RFRA3711# sh ip arp | i 1/13 RFRA3711# sh int e1/13 Ethernet1/13 is up Tx Power -4.29 dBm 3.49 dBm -12.21 dBm 0.49 dBm -8.21 dBm Rx Power -7.54 dBm 3.49 dBm -18.53 dBm 0.49 dBm -14.43 dBm Equinix ticket requested: We will keep you updated as far as we receive any feedback. Thank you for your understanding. 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 |
| [2023-11-29 10:24:00] |
| ShuvFlowTrader - Posts: 30 |
|
Guys, this is quite serious! Not only its an opportunity miss for automated trading but a loss for existing trades, this is not acceptable and we should hold them to account! I can see the EUREX feed is working perfectly fine in TRadingview all throughout. There should have been some backup planned even if the Marketdepth feed is not available, at least the live rates (without depth) should have been ticking, everything has been Off since 1:40 AM ! |
| [2023-11-29 10:34:40] |
| User59879 - Posts: 66 |
|
@ShuvFlowTrader - let's focus on fixing and solving, instead of complaining and blaming I'm sure SierraChart is doing a great job here, and they will keep us posted on any consequences if appropriate |
| [2023-11-29 10:46:49] |
| Niko - Posts: 9 |
|
@User59879 I agree on focusing on fixing and solving, but @ShuvFlowTrader also made a point that there should be an emergency backup solution for this kind of situation. Very annoying.
|
| [2023-11-29 11:01:46] |
| ShuvFlowTrader - Posts: 30 |
|
Exactly my point here @Niko. Fixing this problem is not in our hands but as an User, we should be perfectly entitled to voice our concerns when other providers are running fine. It's not a blame on SierraChart as they are saying the issue is caused by some EUREX network switch failure, but we need to learn from it to improve .. we need to have Live rates during market trading hours, a complete outage is not acceptable and I believe we can better design our options. Thank you |
| [2023-11-29 11:10:26] |
| oliviermo75 - Posts: 19 |
|
im agree with you guy . But i think it's much more complicate than what we think . otherwise it will be fix since a while @ShuvFlowTrader @Niko @User59879 |
| [2023-11-29 11:26:32] |
| TGK4711 - Posts: 17 |
|
In a world of automation and monitoring an outage of serveral hours in a critical business is not acceptable but this situation definitely hits a blind spot... will it come up again in the future? Unfortunately, we as customers cannot influence this, except with our future decisions for or against someone/something.
Date Time Of Last Edit: 2023-11-29 11:48:08
|
| [2023-11-29 11:41:20] |
| User183843 - Posts: 12 |
|
Fully agree. It´s a paid service, and therefore we can expect that redundancy and reliability measures are taken to avoid such long lasting outages. Same goes for Sierrachart. SC booked a paid service at Eurex and all the connectivity providers in between and can expect to have the service available for their end users (us traders) according to their contracts. Something can happen all the time, the key is how to manage such incidents. |
| [2023-11-29 11:48:49] |
| User42554 - Posts: 16 |
|
Something strange happened in Frankfurt, yesterday big VPN provider lost all servers there, because switch failure and now SC EUREX data is down. I don't think that so critical services shouldn't be without backup.
|
| [2023-11-29 11:55:28] |
| User467494 - Posts: 21 |
|
I sure hope this gets solved today because tomorrow some very relevant data is released at 8 and 11 am central european time ...
|
| [2023-11-29 12:01:21] |
| kremat0r - Posts: 47 |
|
DAX already made killing move up for short, I cannot imagine if someone was short from yesterday without option to close a trade :(
|
| [2023-11-29 12:10:30] |
| AKR - Posts: 523 |
|
well you should always be able to call your broker to have a trade closed "manually".... it is rather a pitty to miss such a nice trend day... but sh... happens. |
| [2023-11-29 12:26:09] |
| User467494 - Posts: 21 |
|
I now get data rolling in Time & Sales of the March 2024 Bund contract, real time data, but not in the charts or the DOM. And nothing anywhere re the December 2023 Bund contract ... I trade via CQG WebAPI with Denali data. |
| [2023-11-29 12:32:40] |
| User976521 - Posts: 4 |
|
I agree with your comments. I'm trade in Europe. I'm with SC for 18 years now,I have never experienced something like this. I used to trade with 2 Brokers and 2 platform, I simplyfied things and now SC is all I have. Perhaps going back to a double system to have some backup is to be considerd again if problems like this are reccurent. Let see and wait, I still believe this is a very exceptionnal problem and surely SC will learn from it. |
| [2023-11-29 12:35:21] |
| kremat0r - Posts: 47 |
|
well you should always be able to call your broker to have a trade closed "manually"....
it is rather a pitty to miss such a nice trend day... but sh... happens. Sometimes it's too late, especially on DAX. Anyway. EUREX it's piece of crap. I face other problem hmm two years ago when EUREX was down twice in short period. I only stick to EUREX products, because it fit my time zone, nothing else. |
| [2023-11-29 12:37:27] |
| VaiMyFractalRange - Posts: 3 |
|
I always have a spare data sub with IBKR Just in case And also to be able to use IB api for models Now I glad I have it |
To post a message in this thread, you need to log in with your Sierra Chart account: