Support Board
Date/Time: Fri, 27 Dec 2024 01:18:06 +0000
Why no login
View Count: 1365
| [2016-03-27 20:40:36] |
| User777716 - Posts: 24 |
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Hi I exited from my SierraChart and when I try to login again, I just have the "pending" message, no login possible, why??? and then Sierra chart closes by itself as if there a bug incompatible within Windows BUT it worked for a while before the exit Regards |
| [2016-03-27 20:44:08] |
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Are you referring to the main Login window for Sierra Chart? We have never had a report of this before. If Sierra Chart is abnormally shutting down, it is almost certainly a problem with your system and not Sierra Chart. The login to Sierra Chart is very reliable and it will not shutdown on its own. There has never been a known instance of this. You will either be logged into Sierra Chart or you will get an error message. Are there any error messages displayed? If you are running any firewall software, uninstall it. Most likely that is the source of the problem. 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: 2016-03-27 20:45:36
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| [2016-03-27 20:45:44] |
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The prior message 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 |
| [2016-03-27 20:52:03] |
| User777716 - Posts: 24 |
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Thank you for answering so quickly No message, I just start SierraChart, and it stays locked on the image below If I press on "pending" then I get the answer from the systme that The program does'nt answer and has to be closed (windows 7 message) I trie to upload the captured screen, did you get it Regards |
Private File |
| [2016-03-27 21:46:48] |
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Almost certainly this is caused by a firewall program on your system. Either that or a problem within Windows itself. But it is not a Sierra Chart issue. We recommend that you uninstall whatever firewall you are using to see if that resolves it. Or start your computer into safe mode with networking support. But the Windows firewall is not going to cause a problem and does not need to be disabled or uninstalled. 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: 2016-03-27 23:53:20
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| [2016-03-27 21:50:29] |
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We updated the prior post to include that you should try restarting your computer into safe mode with networking support.
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 |
| [2016-03-27 22:52:34] |
| User777716 - Posts: 24 |
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I just reinstalled the program and now it works (I did NOTHING else) But where is the program located, I haven't found it in the list of the program managed by Windows. But I have the message. -Technical Notice: A problem causing an instability in Sierra Chart has been found and resolved involving the DTC Historical Data server which is also used by the File >> New Instance command. Update to the latest prerelease with Help >> Download Prerelease if you are using New Instance or using the DTC Historical Data server. This is an essential update that must be done as soon as possible. I updated and by nom it looks working BUT IT WORKS ONLY ONCE I exit and restarted and again locked... The ONLY thing that was new on my computer was Microsoft C++ 2010 X 86 Redistibutable 10.0.40219 (I have a x64 computer) No way to unintall Sierra So again I reinstall at the same place: C:\Program Files\Sierra Chart\ Now my computer is locked and I will restart it |
| [2016-03-27 23:06:52] |
| User777716 - Posts: 24 |
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Just to let you know I sent you the log file, if it may help. I'm going to download the previous version and see if the problem persists |
| [2016-03-27 23:09:50] |
| User777716 - Posts: 24 |
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Just to say that I would not undersrtand it it were a firewall problem, for 2 reasons: - I have a message when something is locked (I have got Bitdefender total security 2016) and - SierraChart would not work fine the first time I log in (and it does) (On my opinion) Regards |
| [2016-03-27 23:13:18] |
| User777716 - Posts: 24 |
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How could I download the previous version, when I try to do it the system sends me to a web page, but ther is no download link
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| [2016-03-27 23:19:22] |
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I just reinstalled the program and now it works (I did NOTHING else)
This is purely coincidental unless it is affecting your firewall or other security software on the computer. You are wasting your time by reinstalling Sierra Chart. Now my computer is locked and I will restart it Just to say that I would not undersrtand it it were a firewall problem, for 2 reasons:
You are incorrect in your conclusion. We have a massive amount of more experience than you do. And we know the software inside and out. This is most definitively not a Sierra Chart problem. You do not have to believe us if you do not want to but we know what we are talking about. Whether it is caused by a firewall or other security software and computer, we do not know but we know it is a system issue.- I have a message when something is locked (I have got Bitdefender total security 2016) and - SierraChart would not work fine the first time I log in (and it does) (On my opinion) -Technical Notice: A problem causing an instability in Sierra Chart has been found and resolved involving the DTC Historical Data server which is also used by the File >> New Instance command. Update to the latest prerelease with Help >> Download Prerelease if you are using New Instance or using the DTC Historical Data server. This is an essential update that must be done as soon as possible.
This is totally and completely unrelated to the problem. Trust us on that. But where is the program located, I haven't found it in the list of the program managed by Windows. It is located in the folder you installed it to. You said you installed it to: C:\Program Files\Sierra Chart\ Also, our documentation says not to install to this location. Maybe this is the source of the problem. Refer to the Software Download page for information about this: https://www.sierrachart.com/index.php?page=doc/download.php The problems you are experiencing are system issues. Not with Sierra Chart. Look to your system as a source of the problem because that is where it is. If you do not want to believe us, then that is up to you. There is not any further information we can provide about this problem. 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: 2016-03-29 03:21:15
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| [2016-03-27 23:43:52] |
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What we can do for you though is extend your Sierra Chart account until you have time to resolve the problem. Just let us know if you require a time extension.
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: 2016-03-27 23:44:08
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| [2016-03-28 07:59:05] |
| User777716 - Posts: 24 |
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Yes please for the extension. I believe you BUT how could I find the technical issue on my computer, please help me, where should I begin with? I have got Bitdefender Total Security 2016 Regards |
| [2016-03-28 08:33:09] |
| User777716 - Posts: 24 |
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ok I download it to C:sierra.. and it looks like working quite tricky Would you mind putting that information in BOLD in your documentation? I have many software on my computer and starting form Windows 7, it is the first time I encounter this problem. With your explications I understand why, but it is quite tricky. Thank you for your help |
| [2016-03-28 09:37:03] |
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We really do not believe the location of Sierra Chart should matter. And we would never document this because it is not a problem that any other user would encounter. It is not normal. We have thousands of users, and no one is reporting this, and it should not be happening under any circumstances. We are quite certain it is something on your system causing the problem. This is apparent. We think most likely you are going to encounter the problem again. 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 |
| [2016-03-29 03:20:37] |
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Could you confirm if actually installing Sierra Chart out of the ProgramFiles folder on your system actually solved the problem after running for a couple of days.
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 |
| [2016-03-31 08:37:07] |
| User777716 - Posts: 24 |
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We really do not believe the location of Sierra Chart should matter.
Yes it did Now everything looks normal, I can now begin learning your tools, step by step. Thank you for your help |
| [2016-03-31 08:41:52] |
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Therefore, this is an indication that the security software on your system was apparently preventing Sierra Chart from writing to that folder and causing this problem. This is the first time we have heard of this kind of problem. We have given your account a time extension. 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: 2016-03-31 08:42:43
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| [2016-03-31 09:42:51] |
| User777716 - Posts: 24 |
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thank you, then when will my free account end?
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| [2016-03-31 10:03:06] |
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You can determine that by selecting Help >> Account Control Panel.
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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