Support Board
Date/Time: Sun, 24 Nov 2024 08:36:28 +0000
Alert Window stays stuck on the screen even after closing Sierra Chart (bug)
View Count: 696
| [2024-01-19 15:37:52] |
| User314793 - Posts: 4 |
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Hey guys, some technical info: Running Sierra Chart latest version on Windows 11 and I have the Alert window open at all times. I've tried updating my drivers, updating Windows, nothing helped. The problem: Every once in a while the Alert window just hangs and stays, it doesn't have any content in it, it doesn't matter if I turn Sierra off, switch windows, close Sierra from the task manager, restart the file explorer, the window just stays consistently and is immovable and non-interactable. Only way I've found to fix the issue is restart my whole PC. Now it's quite a new issue and seems to happen at random, I am not able to replicate it on my end consistently unfortunately due to the random nature of it. I have attached an image of what the window looks like, would really appreciate some help because it makes some other apps completely unusable for me till I restart my PC, which of course during trading is less than ideal. Date Time Of Last Edit: 2024-01-19 15:38:42
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 i4gd5dg8YV.png / V - Attached On 2024-01-19 15:35:18 UTC - Size: 120.28 KB - 91 views |
| [2024-01-19 17:41:39] |
| John - SC Support - Posts: 36238 |
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If Sierra Chart is closed and the window is still there, then this would be an Operating System issue. Still, when this occurs, check to ensure that Sierra Chart is actually not running at all by opening the Task Manager. If it is still running, then end the task in the Task Manager and see if the window goes away.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-01-19 18:25:10] |
| User314793 - Posts: 4 |
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Hey John, thanks for the quick reply, as I've mentioned the window remains even after closing Sierra via the Task Manager. Tried searching online but no luck, I'll keep looking, thanks for the quick reply! |
| [2024-01-19 21:57:38] |
| John - SC Support - Posts: 36238 |
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This would be something about the Operating System then. We are curious, when this occurs, are you able to interact with Sierra Chart as normal, or is Sierra Chart also locked up? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-01-20 11:04:19] |
| User314793 - Posts: 4 |
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Yes I can interact with Sierra Chart as normal.
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| [2024-01-22 14:30:20] |
| John - SC Support - Posts: 36238 |
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Then it is something about the Operating System that is not properly closing the window. We do not know why this would occur. If you have not rebooted recently, then we recommend doing this to clear out locked up resources, and hopefully this will fix it for you.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-01-24 21:06:34] |
| User314793 - Posts: 4 |
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Hey John, probably something with the operating system for sure, updates to drivers etc don't really help, however, I have managed to successfully capture a video of this bug and recreate this behaviour, and I've also managed to get around it this time. What I did to encounter the bug: 1. Woke up the computer from Sleep Mode (while Sierra was open from before) 2. Disconnected the monitor which Sierra Chart ran on (laptop, had to move to a different location) 3. Went into Sierra and clicked on the the Minimize button (also tested and it works if you minimize by just clicking the Sierra Chart icon in the taskbar) Now oddly enough, this time if I for example, instead of minimizing, just open up my browser it seems to not show the "ghost" Alert Manager, but if I do actively click on Minimize or click on the Sierra Chart icon in my taskbar to minimize it does show up. I have attached a video. |
Private File Attachment Deleted. |
| [2024-01-24 22:16:07] |
| John - SC Support - Posts: 36238 |
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That is definitely an Operating System issue. But we have no idea what or why. We wish we could help you further, but simply do not have a clue.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-01-26 16:13:50] |
| Sierra_Chart Engineering - Posts: 17154 |
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Update Sierra Chart to latest prerelease Help >> Download Prerelease, and see if this makes any difference.
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 |
| [2024-02-20 14:35:44] |
| gtaranti - Posts: 67 |
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Hi, I have the exact same issue but with the "Message Log" window which I keep open almost all the time, but sometimes I minimize to save space. All Sierra functionality is correct, the normal "Message Log" window is still functioning normally and there is a "ghost" "Message Log" window where ther is no content within, above all other application windows and cannot be moved or closed. One common factor with User314793 configuration is that I too run Sierra Chart on a laptop with an external monitor connected. I'm sure it resets on reboot, but while trading, this is not an option. It's really annoying when it happens. If you want, I can provide images or try to pinpoint what are the conditions that make it appear. I'm running SC 2604 (Feb 17) |
| [2024-02-20 17:08:34] |
| John - SC Support - Posts: 36238 |
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If you exit from Sierra Chart, does the "ghost" window go away? If not, then this is completely an Operating System issue.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-02-20 17:13:09] |
| gtaranti - Posts: 67 |
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No, it's not going away. I agree it's an operating system glitch BUT in "co-operation" with SC. Because I haven't had this experience with other applications (even with applications with child windows, like SC). So, maybe an investigation would be helpful here. Date Time Of Last Edit: 2024-02-20 17:13:26
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| [2024-02-21 23:16:40] |
| Sierra_Chart Engineering - Posts: 17154 |
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We are looking into the problem. We do not need any further information. 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 |
| [2024-03-23 11:38:17] |
| gtaranti - Posts: 67 |
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Any progress on this? It happened twice this week. |
| [2024-03-23 19:27:17] |
| Sierra_Chart Engineering - Posts: 17154 |
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We cannot say exactly what the issue is in your case. Some changes were made. Update to the latest version and see if you still have a problem. Instructions: Software Download: Fast Update If you continue to have the issue tell us the name of the window that is having the issue. And explain again what the issue is. 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 |
| [2024-04-14 21:36:57] |
| User933497 - Posts: 12 |
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I have been having the exact same issue....but for me it's the positions window. Sierra is completely closed according to task manager. However, a faded version of the position's window remains and is stuck in the same spot and can't be moved. Links from other screens behind the faded "ghost" window can be accessed. But the window is just annoying. I have to restart my computer to get rid of it. My sierra is fully updated. I'm using Windows 11 This started happening a month or two ago. Date Time Of Last Edit: 2024-04-14 21:38:16
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| [2024-04-14 22:02:10] |
| Sierra_Chart Engineering - Posts: 17154 |
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We are quite sure this is not a Sierra Chart issue. This has been reviewed very carefully by us, and minor changes made. If a window is still staying in existence, even after exiting the program it is absolutely an operating system issue. We would never be able to reproduce a problem like this ourselves. And we have never seen it. This is just another example of the absolute deterioration of the Windows operating system. This is not a Sierra Chart issue at all. We are quite sure of that. 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: 2024-04-14 22:02:43
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| [2024-06-19 12:37:20] |
| PeteB - Posts: 17 |
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same issue here - I have run dozens of windows apps over decades and Sierra is the only one to do this, ever. It happens quite a lot and requires numerous reboots. I don't believe it is a windows problem - Sierra is likely improperly controlling cleanup routines. An experienced windows developer should be able to examine a memory dump or run a trace to determine what is failing. It is unfortunate it is being blamed on some OS deity in the sky that may or may not exist.
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| [2024-06-19 12:58:27] |
| Sierra_Chart Engineering - Posts: 17154 |
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No this is definitely not true: Sierra is likely improperly controlling cleanup routines.
The window is being destroyed. We have verified this again. This is all very straightforward and reliable. We are certain this is an operating system level issue and there are plenty of them. And also, it makes no sense a window would be left over when the main process ceases to exist. This is massive 110% overwhelming evidence this is an operating system level issue no matter what you want to think. This is absolutely definitively a fault at the OS level. This is absolute definitive fact. You can never dispute and no one can dispute it. No one in the world can dispute this. A window created by a particular process, must be destroyed by the operating system when the process ceases to exist. Anyone on this planet claiming otherwise, is making a false statement. A window should not exist after the process that created the window, ceases to exist. And the window is being destroyed by Sierra Chart, we will add logging to prove that. This is definitively the fault of the OS. 110%. You cannot believe, at all that the Windows operating system, is perfect. It simply is not and it is crap. You have to accept the fact that the problem is with the OS. The only thing we can think of, that might change and might help this, is when Sierra Chart is completely off of Microsoft MFC maybe this would resolve it. 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: 2024-06-19 13:08:02
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| [2024-06-19 13:10:10] |
| gtaranti - Posts: 67 |
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YES! I completely agree that the problem is in the operating system!! Well after SC processes are exited, the ghost window stays there. BUT, the thing is that PeteB has a point in saying that it's the first application in decades (literally) that myself also encounter this behaviour. OK, so what we suppose we have to do to fix this? Sierra Chart runs only in Windows OS. I had the same issue again with the Message Log window yesterday. Date Time Of Last Edit: 2024-06-19 13:10:25
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| [2024-06-19 13:12:43] |
| Sierra_Chart Engineering - Posts: 17154 |
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Ok, but we have never seen this issue. Never. And we are quite certain that the overwhelming amount of Sierra Chart users are not seeing it either. The only thing that we can think of is when Microsoft MFC is totally removed from Sierra Chart that might resolve this. There may be something odd going on with a combination of MFC created Windows and non-MFC windows. It might be related to that. Because that is something that you would not normally find in other applications. This is just an intermediate state for Sierra Chart that will no longer exist after the end of the year. 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: 2024-06-19 13:12:56
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| [2024-06-19 13:24:48] |
| gtaranti - Posts: 67 |
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Ok, but we have never seen this issue. Never. And we are quite certain that the overwhelming amount of Sierra Chart users are not seeing it either.
Maybe true, but then again do you know how many users have other accesory windows always open when they run SC?As an aside, I quite often have Message Log and Activity Log windows. For me, it only happens in the 'Message Log' window. It's nice to know that SC is going forward with changes in the UI department. I think Microsoft MFC has started showing its (30+ years) age. |
| [2024-06-19 15:59:31] |
| Sierra_Chart Engineering - Posts: 17154 |
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This is very common for us and users to have the Message Log and Alert Manager and the Trade Activity Log and many other detached windows or owned windows open. See if it helps to detach, the Message Log window. 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: 2024-06-19 17:05:53
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