Support Board
Date/Time: Sat, 22 Feb 2025 18:12:15 +0000
Post From: Installer error, I believe caused by security software
| [2021-01-28 11:01:29] |
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maybe the security software had good reason to block one of these newly updated files. No definitely not. This is just a false positive and is not really that unusual. Refer to:Software Download: Antivirus/Anti-malware Software Flagging Sierra Chart Installer or other Files as Unsafe/Infected I just had to clear out the "quarantine" in my Bitdefender security software, reset all my exclusions, temporarily disable my security software and restart my computer. Then it worked. Wow that is quite a procedure. It seems as though it should be a lot more simpler where you should be able to select like a log entry related to the file that has been disabled/removed and then allow it. If you really had to reset all of your exclusions and redo them, then something is definitely wrong. Did you really have to do that?And this is really a basic fundamental issue, when there are users who are not very technically competent/experienced, and they face an issue like this, what are they to do? They really just have to hire someone in their area or remotely to get this resolved. And that is something we do not want to get involved with ourselves. The best protection is just to simply avoid anything malicious, which is not hard to do with a basic set of rules, and use the more lightweight protection included with the Windows operating system. Rather than the more involved solutions which create more trouble than they are worth in many cases. So you can see how this false positive created a lot of trouble for many Sierra Chart users. You have to ask yourself, is using that particular security software worth it. We had one user, who lost access to network connectivity within Sierra Chart, and we explained to them that this is a connectivity issue on their side and link them to our thorough documentation on the subject which provides a several items to go through to resolve the issue. Not sure why it had happened, but we think It related to the Sierra Chart DLL file which was regarded as malicious and a security program fully blocked network connectivity from Sierra Chart. They refused to believe the problem and thought they had it all figured out and it was a problem on "the Sierra Chart server" ( which is impossible of course for various reasons which we do not want to go into) , and then accused us of being unprofessional and did not even want to pay us, when we offer to do remote assistance session to help them even though our prices are so low ( clearly acknowledged by them) and that additional cost is very well warranted here. They then proceeded to condemn us even further. We have seen this pattern before. Does it make sense, that when various security program start all of a sudden causing problems two Sierra Chart users who are using those programs, that we then get burdened by the dozens of requests to solve all this for everyone. Of course not. Everyone needs to be self-sufficient, and rely upon those external resources to get the issue resolved if necessary. 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: 2021-01-28 11:16:24
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