Support Board
Date/Time: Sun, 22 Dec 2024 22:33:15 +0000
shut down of live feed
View Count: 873
| [2015-09-02 13:04:46] |
| User87340 - Posts: 5 |
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yesterday after having my live feed up and running the data feed just shut down and again today I have no data feed and as you know SC has no customer support. Anyone else have this problem yesterday?
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| [2015-09-02 18:30:03] |
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Sierra Chart does provide customer support and it is very good. We apologize for the delay today. We do acknowledge the late follow up. We see you are using Rithmic. So it sounds like you have a problem connecting to Rithmic. Provide a copy of the Message Log, by following these instructions: http://www.sierrachart.com/index.php?l=PostingInformation.php#log 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: 2015-09-02 23:29:04
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| [2015-09-02 21:57:12] |
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Please provide us your telephone number by updating your account information here: https://www.sierrachart.com/usercp.php?page=ManageAccountInfo And we will call you to help you with this. Let us know when the telephone number has been updated. 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 |
| [2015-09-02 22:41:21] |
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Also, as we said by email, when a user has a problem connecting to an external service, because we do not control those connections or have the connection information, we may not be able to provide immediate help with this kind of problem or necessarily solve it directly. Furthermore, the most essential piece of information we need is the Message Log and we do not yet have that from you. Otherwise, we have no idea what the problem is. So immediate support from us on these kinds of issues should not be expected. Also if the broker is properly supporting Sierra Chart, they should be familiar with Sierra Chart and should request basic training from us relating to the integration of Sierra Chart to the particular trading platform service. Basically this is the information here: Rithmic Trading Platform Service: Setup Instructions Prompt resolution to connection problems is mostly the responsibility of the broker using information obtained from us ahead of time. Also if the connection problem relates to something like a firewall or other network connectivity problem, then we are better able to make that determination but in these kinds of cases, understand the source of the problem is on your side and you would be best able to resolve it yourself. Another thing you should be aware is solving connection problems with Rithmic is a genuine nightmare due to the lack of information from the Rithmic software. This is extremely annoying and Rithmic has been advised of this multiple times but it is very hard for them to solve due to the design of their 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: 2015-09-02 22:55:06
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