Support Board
Date/Time: Thu, 26 Dec 2024 15:31:52 +0000
Teton order errors, started after midnight CST
View Count: 222
| [2024-10-21 19:25:29] |
| User987654 - Posts: 69 |
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Hi, I had an issue with Teton today where it stopped taking orders even though the main instance and all sub-instances showed connected. This was the error message. 2024-10-21 01:49:51.163 | Order update (Order reject). Info: Teton CME Order Routing (Order reject). Info: New order rejected - Business Reject. RefID: 341988, RefSeqNum: 22, RefMsgType: D, RefTagID: 9537, PossRetransFlag: 0, BusinessRejectReason: 5 - Required Field Missing | I spoke with my FCM, they said it's related to the change from iLink2 to iLink3 on Sierra's end. This was a big problem because there was no way for me to close my positions through Sierra. I ended up having to do it over the phone but if I had caught the problem at midnight, there would have been no way to close any of my positions since the execution desk doesn't start working until much later. In the future, is there any way to avoid something like this happening or at least retain the ability to flatten positions? It was costly today but I can imagine it being much worse during a more volatile period. |
| [2024-10-21 20:30:42] |
| Sierra_Chart Engineering - Posts: 17670 |
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This has been resolved by the clearing firm already. That does not make sense that they were not available: there would have been no way to close any of my positions since the execution desk doesn't start working until much later.
They should be available 24 hours a day. This is the main issue.The error relates to the sender location ID, but it was actually set so we are not sure what the exact problem was. We need more time to look into it. Not if there is a problem sending orders to the exchange: In the future, is there any way to avoid something like this happening or at least retain the ability to flatten positions?
But this is an unusual circumstance. It relates to the sender location identifier 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-10-21 20:40:41] |
| Sierra_Chart Engineering - Posts: 17670 |
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And for the record we did not have this issue with any other clearing firm. We need to do more in-depth analysis as to why it happened.
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 |
| [2024-10-21 21:08:39] |
| User987654 - Posts: 69 |
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For the record, I am not looking for someone to blame, I understand technical issues are going to occur. Please look into what happened because I don't want to start trading again until I know this same issue is not going to happen again. I spoke to the clearing firm, they think it's fine now for me to trade but I am going to wait for confirmation from you. Thanks
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| [2024-10-21 21:24:37] |
| Sierra_Chart Engineering - Posts: 17670 |
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We now know the reason for the problem. We are not faulting Advantage, but Advantage did not set the sender location ID for any of the accounts. And it was defaulting, to the location for the firm itself. But that default setting was not occurring for iLink 3. This is the reason for the problem. This is not going to happen again. This is a one-off isolated issue. 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 |
| [2024-10-23 01:07:33] |
| Sierra_Chart Engineering - Posts: 17670 |
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We are aware of the latest issue, of the CME rejecting multiple orders for NG due to an internal error. This error comes direct from the CME and we have reported it to them, about 10 minutes ago. We do not know why it happened. We will see what they say. We are very unhappy, about their deadline of December 31 for iLink 3. This is too soon, and from what we see, their system has problems. They have no right to be imposing $1000 penalty per iLink 2, week by week, starting January 1. ILink 2, has been completely stable without any issue. The development iLink 3 has consumed so much of our time needlessly. 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: 2024-10-23 01:09:03
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| [2024-10-23 01:18:53] |
| Sierra_Chart Engineering - Posts: 17670 |
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We just heard from the CME global command center regarding this. They have said, that this error is due to problems, in the market segment for Nymex. They are aware of the problem and there is an active issue.
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 |
| [2024-10-23 01:19:50] |
| Sierra_Chart Engineering - Posts: 17670 |
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This is the formal response: Thank you for the call. As mentioned on the call, GCC is aware of a technical issue affecting NYMEX and COMEX Options (Segment 56), CBOT Treasury Futures (Segment 84) and NYMEX Non-Crude Energy Futures (Segment 78).
Support is engaged and already investigating. If you have any further questions, please call the GCC in the U.S. at +1 800 438 8616, in Europe at +44 20 7623 4747 or in Asia at +65 6532 5010 or email at GCC@cmegroup.com. 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 |
| [2024-10-23 02:59:09] |
| Sierra_Chart Engineering - Posts: 17670 |
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Thank you for contacting the CME Global Command Center (GCC). The technical issue affecting market segments - NYMEX and COMEX Options (Segment 56), CBOT Treasury Futures (Segment 84) and NYMEX Non-Crude Energy Futures (Segment 78) has been resolved. All market segment gateways will be on the backup through the end of the week. 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 |
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