Support Board
Date/Time: Fri, 22 Nov 2024 21:55:22 +0000
Post From: New TT trading
| [2019-04-11 00:11:31] |
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Okay we have preliminary information about the problem. We are still looking into it in more depth now. First, the servers for market data and also what we use as the primary server for order routing runs on the Barchart network because the network we are connected to there offers the lowest latency. The CTS order routing also runs on those same servers which you have been using previously. This is in the Equinix data center. We have fully redundant hardware there but we do rely on Barchart for the networking and what level of redundancy they have clearly has not been good because of this incident. And this is why we have been working, on setting up new hardware and networking in separate data centers. They had an issue a couple of days ago due to a switch problem and they had an issue again near the close today that you reported. These network issues are completely unacceptable to us, and we have already been working on implementing new redundant infrastructure ourselves. This is coming soon (within days). This was being worked on before these latest incidents. We did set up backup order routing server which is supported in the newest version of Sierra Chart (Server 4). Maybe when you updated, you were automatically put on that server. We would have to examine that more. The second issue was that there was a TT position reporting problem. There is a lot of complexity with TT position reporting. They make it way too complicated to determine the positions for an account. For example they just do not give a symbol for a position. There are several steps to resolve what the symbol is for a particular position. That was the core issue which affected you today. We are trying to isolate why there was a problem with that. This issue has been raised with TT and they did not offer a solution other than to say that we have to go through their process to resolve the symbol. But for the record, we definitely do not believe this was a bug on our side. TT should make determining positions more straightforward. Update: We do not know what the exact position issue was but we did realize that when we cannot resolve the symbol for a particular position, it stays in an unresolved state (a number for the symbol) even after a reconnection. This has been resolved. And we added additional logging. We do have a very reliable method to resolve the symbol for a position. 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: 2019-04-13 23:15:15
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