Support Board
Date/Time: Mon, 23 Dec 2024 01:58:22 +0000
Sierra Chart Historical Data download error
View Count: 2921
| [2014-12-31 21:40:38] |
| User60436 - Posts: 19 |
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I have been using Sierra chart for more than a year. And it works fine. But starting in the morning on December 31, 2014, I noticed that when I open the Sierra chart, the yellow "Waiting to download historical data..." keeps stays on. It should disappear after the historical data download completes. This process usually takes a couple of seconds. I thought it is just a temporary server glitch. But in the afternoon, the problem is still there. The following log excerpt shows that I can't connect/communicate with the server. Is this the server problem? My internet access to other web sites are fine, so this is not related to my internet. Please see the log excerpts below: HD Request # 10 | Downloading Historical Daily chart data for EWP. Starting date: 2014-12-29. Service: ddf | 2014-12-31 16:31:21 HD Request # 10 | Requesting historical Daily data for EWP starting at 2014-12-28 | 2014-12-31 16:31:21 Chart #1 is performing a full recalculation because it has been tagged. Chartbook: CompareCountry.cht | 2014-12-31 16:31:21 HTTP request #9 returned the following error: Windows error code 12029: A connection with the server could not be established | 2014-12-31 16:31:42 HD Request # 10 | Download from the SC Historical Data service failed due to a HTTP error. | 2014-12-31 16:31:42 * HD Request # 10 | Error downloading historical Daily data for EWP. There was a communication error with the server. | 2014-12-31 16:31:42 * HD Request # 10 | Received 0 records from 00:00:00 to 00:00:00 (0.0 seconds) and wrote 0 records for EWP | 2014-12-31 16:31:42 HD Request # 10 | Daily download COMPLETE for EWP. Completion time: 21s. Unique request ID: 9 | 2014-12-31 16:31:42 Chart #7 has tagged chart #1 for full recalculation. Chartbook: CompareCountry.cht | 2014-12-31 16:31:42 Chart #7 has tagged chart #1 for full recalculation. Chartbook: CompareCountry.cht | 2014-12-31 16:31:42 Chart #7 has tagged chart #1 for full recalculation. Chartbook: CompareCountry.cht | 2014-12-31 16:31:42 |
| [2015-01-01 00:16:40] |
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Currently we are not noticing a problem with the historical daily data server. Therefore, this must be caused by a firewall or other communication problem on your side. Refer to this section here for help with HTTP errors: Sierra Chart - Software Login Instructions: Login Problems 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 |
| [2015-01-01 02:06:25] |
| User60436 - Posts: 19 |
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My login does not have any problem because after the Sierra chart starts, the status on the top-right display green background with value of DF:0 ST:36. Also my Sierra chart has been working for more than a year until today (2014-12-31). Nothing has been changed on my side. In the log, it shows HTTP request #9 returned the following error: Windows error code 12029: A connection with the server could not be established | 2014-12-31 16:31:42 What does this error mean? My internet all works fine, including me now using the internet to file this support request. If the internet on my side has a problem, I would not be able to file this support request. |
| [2015-01-01 02:21:25] |
| User60436 - Posts: 19 |
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Additional note, after starting the Sierra chart program and logging in, the connection status on the top right first displays red background with values of "Not connected". Than after a couple of seconds, it becomes green and display "DF:0 ST:36". So I guess that my login and connection has no problem. Now the issue is that when Sierra tries downloading historical data for the charts, it shows in log HTTP request #9 returned the following error: Windows error code 12029: A connection with the server could not be established | 2014-12-31 16:31:42 The latest daily candle bars display in my chart stop at 2014-12-30. That is, today's (2014-12-31) candle bar dose not show in all of my Sierra charts. Could you please help me to resolve this issue? FYI, on my side, nothing (such as computer configuration, firewall, router setting etc.) has been changed; and Sierra has been working for more than a year until today (2014-12-31). |
| [2015-01-01 02:33:19] |
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There is no doubt this is caused by a firewall or other communication error on your side. This is what this means: HTTP request #9 returned the following error: Windows error code 12029: A connection with the server could not be established | 2014-12-31 16:31:42 Refer to the information on this page for help with HTTP errors: https://www.sierrachart.com/index.php?page=doc/doc_HTTPCommunicationErrors.php The connection status you see on the status bar is not relevant to this. 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: 2015-01-01 02:33:32
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| [2015-01-01 03:52:17] |
| User60436 - Posts: 19 |
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I have tried the followings based on your link. I start window in safe mode with networking, then I start the Sierra Chart. Still the same error occur. Obviously, this problem is not my firewall blocking Sierra chart. Besides, I can use internet mails (Hotmail and gmail), browsing other web sites. Also I can use stock charts from 2 other market data providers and my two trading brokers. I can log into your support web sites. All of these indicate I don't have internet problems. I have attached the complete log files obtained under the window safe mode for you. The following are relevant excerpts. As you can see, the connection to www.sierrachart.com:80 was first established, and then shutdown and closed. Why? What does "Subscribing to market data in the service client is not supported." mean? Relevant Log Line Excerpt starts below: --------------------------------------- HTTP connection to www.sierrachart.com:80 (0) | Resolved address sierrachart.com to IP 5.9.8.236 | 2014-12-31 22:24:17 HTTP connection to www.sierrachart.com:80 (1164) | Connected. | 2014-12-31 22:24:17 HTTP connection to www.sierrachart.com:80 (1164) | Closed. No error. | 2014-12-31 22:24:23 HTTP connection to www.sierrachart.com:80 (1164) | Shutdown and closed. | 2014-12-31 22:24:23 SC Historical Data | Starting real-time market data updates for: FCG. ID: 1 | 2014-12-31 22:24:25 SC Historical Data | Subscribing to market data in the service client is not supported. Symbol: FCG | 2014-12-31 22:24:25 HTTP request #1 returned the following error: Windows error code 12029: A connection with the server could not be established | 2014-12-31 22:24:44 HD Request # 2 | Download from the SC Historical Data service failed due to a HTTP error. | 2014-12-31 22:24:44 * HD Request # 2 | Error downloading historical Daily data for USO. There was a communication error with the server. | 2014-12-31 22:24:44 * |
Private File |
| [2015-01-01 20:22:32] |
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The following are relevant excerpts. As you can see, the connection to www.sierrachart.com:80 was first established, and then shutdown and closed. Why?
This is not relevant to the problem.What does "Subscribing to market data in the service client is not supported." mean? This only applies to real-time data which is not provided with the Sierra Chart Historical Data Service. Try the historical daily downloads again by following the instructions on this page: https://www.sierrachart.com/index.php?page=doc/doc_HistoricalDownload.html If you still have a problem, then there is a communication problem on your side. There is little doubt about this. But it does not mean that it is on your system. If you still have a problem, go to this page in your web browser and let us know what you see: http://ds01.ddfplus.com/historical/queryeod.ashx If you see a message that says: Error executing query: Invalid username/password Then this does indicate a firewall is causing the problem. Other than the Windows firewall, what firewall software do you have on your system? 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: 2015-01-01 20:24:51
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| [2015-01-02 04:30:16] |
| User60436 - Posts: 19 |
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By following the first link, I still get the same error (either use automatic or manual download historical data). I can not see the second link. Here are the messages in IE, FireFox and Chrome browsers when going to the second link. IE shows: -------------------------- Oops! Internet Explorer could not connect to ds01.ddfplus.com Did you mean: ddfplus.com Chrome shows: -------------------------- Google Chrome could not load the webpage because ds01.ddfplus.com took too long to respond. The website may be down, or you may be experiencing issues with your Internet connection. FireFox shows: -------------------------- The server at ds01.ddfplus.com is taking too long to respond. The site could be temporarily unavailable or too busy. Try again in a few moments. If you are unable to load any pages, check your computer's network connection. If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web. I don't have any other firewalls other than the windows firewall. I even tried disabling my window firewall, but the problem still exists. I also tried running Sierra in window safe mode, the problem is same there. This problem appears suddenly on 2014-12-31 and after. Before this date, no configuration changes were ever made to my computer system or my router or my digital modem. If the problem is not on your server, do you think the following may be potential reasons? -- my ISP provider blocks this page view -- my ISP provider remotely changes my digital modem configuration, which is quite unlikely. What other possible reasons for this issue? I'll try this link tomorrow in my office network. |
| [2015-01-02 05:01:22] |
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Not sure about this. Clearly there is some problem accessing: Http://ds01.ddfplus.com We do not think the ISP is blocking this or it is a problem with the digital modem. We think it is very likely it will work on your office network. Let us know what you find out. If it is not difficult could you ask your ISP why you cannot access that website when you can access it at work, assuming you can. 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: 2015-01-02 05:01:52
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| [2015-01-02 14:46:42] |
| User60436 - Posts: 19 |
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In the office network, I can access http://ds01.ddfplus.com/. It shows the page with images. But I can not access http://ds01.ddfplus.com/historical/queryeod.ashx. It shows Error executing query: Invalid username/password This is expected as the office proxy firewall block my access. As you can see, the responses at home and at the office are different. Why do I get connection problem at home? |
| [2015-01-02 17:46:43] |
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Both of these responses indicate you can access that website properly from your office network. Ask your ISP why you cannot access http://ds01.ddfplus.com/ from home and we will check to see if DDF is blocking your IP from their network. 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 |
| [2015-01-02 22:36:46] |
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Follow the instructions in help topic 1.8 to ping http://ds01.ddfplus.com/: http://www.sierrachart.com/index.php?page=doc/helpdetails1.html#h1.8 Let us know what the IP address is your pinging. 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 |
| [2015-01-03 01:59:32] |
| User60436 - Posts: 19 |
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I can't ping ds01.ddfplus.com successfully. Here are the output of ping: Pinging ds01.ddfplus.com [8.18.161.123] with 32 bytes of data: Request timed out. Request timed out. Request timed out. Request timed out. Ping statistics for 8.18.161.123: Packets: Sent = 4, Received = 0, Lost = 4 (100% loss), Date Time Of Last Edit: 2015-01-03 02:08:31
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| [2015-01-03 02:22:58] |
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This IP is correct. Therefore contact your ISP about this problem. DDF is not blocking your IP. 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 |
| [2015-01-03 02:36:36] |
| User60436 - Posts: 19 |
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I have talked to my ISP provider, here is the command and its output they instruct me to use: tracert ds01.ddfplus.com Tracing route to ds01.ddfplus.com [8.18.161.123] over a maximum of 30 hops: 1 7 ms 7 ms 7 ms 10.123.25.129 2 12 ms 11 ms 11 ms 69.63.242.121 3 14 ms 21 ms 20 ms gw02.mtnk-6-1-2.mtnk.phub.net.cable.rogers.com [ 69.63.248.1] 4 17 ms 19 ms 24 ms 135.0.199.85 5 12 ms 53 ms 14 ms 10ge15-1.core1.tor1.he.net [216.66.39.81] 6 30 ms 24 ms 26 ms 100ge13-1.core1.chi1.he.net [184.105.80.5] 7 27 ms 25 ms 31 ms equinix-chicago.r1.chi1.us.as5580.NET [206.223.1 19.45] 8 26 ms 35 ms 24 ms 78.152.59.10 9 21 ms 28 ms 29 ms 4.71.101.98 10 * * * Request timed out. 11 * * * Request timed out. 12 * * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. As you can see, after IP=4.71.101.98, it can't hop to the next IP, which is your server IP (8.18.161.123). My ISP provider did the same tracert command on their site, and they told me that after IP=4.71.101.98, the next one is your IP (8.18.161.123). So my ISP provider says that your server reject my request/hop to your IP server. |
| [2015-01-03 02:41:39] |
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We will forward this to DDF
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 |
| [2015-01-04 04:50:40] |
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Can you also do a trace route to Google.com for us.
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 |
| [2015-01-04 05:03:43] |
| User60436 - Posts: 19 |
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Here it is: C:\Users\Jason>tracert www.google.com Tracing route to www.google.com [74.125.226.144] over a maximum of 30 hops: 1 13 ms 7 ms 9 ms 10.123.25.129 2 12 ms 10 ms 15 ms 69.63.242.121 3 14 ms 11 ms 11 ms gw02.mtnk-6-1-2.mtnk.phub.net.cable.rogers.com [ 69.63.248.1] 4 15 ms 24 ms 15 ms 135.0.199.85 5 12 ms 15 ms 22 ms 10ge15-1.core1.tor1.he.net [216.66.39.81] 6 18 ms 17 ms 9 ms google.torontointernetxchange.net [206.108.34.6] 7 12 ms 9 ms 8 ms 209.85.255.232 8 10 ms 10 ms 12 ms 209.85.250.7 9 12 ms 11 ms 13 ms yyz08s14-in-f16.1e100.net [74.125.226.144] Trace complete. |
| [2015-01-04 07:34:42] |
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Thanks for the information. This is the latest response on this matter: traceroute is notoriously fickle... blocked by some isp's and not by others. But they should definitely be able to ping our server. i can't find any evidence that we are blocking or blackholing their ip. Can we ask them to ping 8.18.161.57 (another one of our servers) 8.18.161.131 (your server) Can they telnet and get a response like "Escape character is '^]'." # telnet 8.18.161.57 80 # telnet 8.18.161.123 80 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 |
| [2015-01-04 15:58:47] |
| User60436 - Posts: 19 |
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Here is the ping results C:\Users\Jason>ping 8.18.161.57 Pinging 8.18.161.57 with 32 bytes of data: Reply from 8.18.161.57: bytes=32 time=26ms TTL=53 Reply from 8.18.161.57: bytes=32 time=21ms TTL=53 Reply from 8.18.161.57: bytes=32 time=22ms TTL=53 Reply from 8.18.161.57: bytes=32 time=22ms TTL=53 Ping statistics for 8.18.161.57: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 21ms, Maximum = 26ms, Average = 22ms C:\Users\Jason>ping 8.18.161.131 Pinging 8.18.161.131 with 32 bytes of data: Reply from 8.18.161.131: bytes=32 time=24ms TTL=117 Reply from 8.18.161.131: bytes=32 time=25ms TTL=117 Reply from 8.18.161.131: bytes=32 time=23ms TTL=117 Reply from 8.18.161.131: bytes=32 time=23ms TTL=117 Ping statistics for 8.18.161.131: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 23ms, Maximum = 25ms, Average = 23ms After I enter the telnet command, for example, telnet 8.18.161.57 80, It shows the blank screen in the command window. What does this mean? In the blank window, if I type a telnet command, for example ?, it does not show what I typed character, and then it shows: <!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN"> <html><head> <title>302 Found</ title> </head><body> <h1>Found</h1> <p>The document has moved <a href="http://www.b archart.com">here</a>.</p> <hr> <address>Apache/2.2.15 (Scientific Linux) Server a t virtuals.eqx.bcinc.internal Port 80</address> </body></html> Connection to host lost. C:\Users\Jason> |
| [2015-01-04 19:15:51] |
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Thank you for this. This has been forwarded to DDF. It appears to be helpful. If it is not a problem could you add your telephone number here in case we need to contact you: https://www.sierrachart.com/usercp.php?page=ManageAccountInfo 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: 2015-01-04 19:17:31
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| [2015-01-04 19:26:15] |
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Could you please try: telnet ds01.ddfplus.com 80 telnet 8.18.161.123 80 Type the same ? after you get the blank screen and let us know the result. 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 |
| [2015-01-04 20:02:02] |
| User60436 - Posts: 19 |
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After typing telnet ds01.ddfplus.com 80, I got blank screen. After typing ? in the blank screen, I got: <html> <head><title>400 Bad Request</title></head> <body bgcolor="white"> <center><h1>400 Bad Request</h1></center> <hr><center>nginx/1.2.1</center> </body> </html> Connection to host lost. After typing telnet 8.18.161.123 80 command, I got a blank screen. After typing ? in the blank screen, I got: <html> <head><title>400 Bad Request</title></head> <body bgcolor="white"> <center><h1>400 Bad Request</h1></center> <hr><center>nginx/1.2.1</center> </body> </html> Connection to host lost. |
| [2015-01-05 02:44:07] |
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Could you restart your computer and try pinging ds01.ddfplus.com again. Based upon the above everything should be working properly.
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 |
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