Support Board
Date/Time: Wed, 01 Jan 2025 13:22:45 +0000
*URGENT Technical Problem* Chart symbol got abruptly changed without authorization
View Count: 1329
| [2016-05-24 17:36:43] |
| User972044 - Posts: 154 |
|
Hello there, I need to report to you a severe problem that I encountered. I have ALWAYS loaded my trading program to run on EUR/USD chart receiving data from IB but ALL OF SUDDEN WITHOUT my authorization or intervention on my part, the symbol on the chart that I loaded my program on got changed to AUD/NZD at 4:50 am EDT. I can assure you I was NOT at my desk at the time and nor was I operating my computer at the time. As a result of running the program to trade a symbol that I did NOT want to trade, I lost money!! So I need to know WHY was the symbol abruptly changed without my permission on my Sierra Charts? I can show you the Log below that shows the change: Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:30:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:30:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:30:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:35:01 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:35:01 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:35:01 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:35:01 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:40:03 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:40:03 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:40:03 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:40:03 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:45:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:45:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:45:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:45:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:50:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:50:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:50:00 Chart: EUR.USD-CASH-IDEALPRO 5 Min #6 | Study: Custom DLL Study | 2016-05-24 04:50:00 EUR.USD-CASH-IDEALPRO 5 Min #6 | Reloading chart. | 2016-05-24 04:50:39 Interactive Brokers | Using primary service for historical data for AUD.NZD-CASH-IDEALPRO | 2016-05-24 04:50:39 Using Bid/Ask average for last trade price for AUD.NZD-CASH-IDEALPRO | 2016-05-24 04:50:39 Interactive Brokers | Starting real-time market data updates for: AUD.NZD-CASH-IDEALPRO. ID: 11 | 2016-05-24 04:50:39 Interactive Brokers | Subscribing to Symbol: AUD.NZD, SecurityType: CASH, Expiration: , Exchange: IDEALPRO, Currency: NZD, Multiplier: | 2016-05-24 04:50:39 Interactive Brokers | Using primary service for historical data for AUD.NZD-CASH-IDEALPRO | 2016-05-24 04:50:39 Intraday data recording state for symbol AUD.NZD-CASH-IDEALPRO is set to download 'Pending'. | 2016-05-24 04:50:39 Delaying start of download for AUD.NZD-CASH-IDEALPRO | 2016-05-24 04:50:39 You can see that the EUR.USD-CASH-IDEALPRO 5 min. Chart #6 was being reloaded at 4:50:39 AM but somehow it was the data for AUD.NZD was received from IB and then somehow the chart got changed. For privacy reasons, I omitted my study information. The entire log is available to be sent to you upon request. I would need you to investigate WHY did this happen? WHY did the chart for EUR/USD get reloaded when it was running fine but then received data for AUD/NZD instead from IB? And how we can prevent this from happening in the future? Thank you Date Time Of Last Edit: 2016-05-24 17:44:58
|
| [2016-05-24 17:45:03] |
| |
|
It is not possible from our position to know exactly why this happened but one thing we can say is that it is totally and completely impossible for Sierra Chart on its own to do this for no designed reason. There can be various reasons why this happens including a custom study changing the symbol. A partial symbol could have been inadvertently entered into the chart window and then the enter key could have been pressed causing the symbol to change the nearest matching symbol. This page documents various methods by which the symbol can be changed: http://www.sierrachart.com/index.php?page=doc/doc_SwitchingSymbols.html 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 |
| [2016-05-24 21:09:20] |
| User972044 - Posts: 154 |
|
Well you can see from the log that a COMPLETE symbol is entered and the custom study loaded on the EUR.USD chart did NOT involve any partial symbol but it was changed somehow when the EUR.USD chart was reloaded at 4:50:39 AM EDT. And only when the chart was reloaded that somehow the symbol was changed. My study does NOT manipulate symbols. It just works with indicators on prices. And I told you I was NOT at my computer at 4:50 AM in the morning and everybody else in my household was sleeping at the time and nobody sleep walks in my family. You can see that the program was loaded fine on the EUR.USD chart until somehow it got reloaded at 4:50:39 AM. So first, can you check WHY all of sudden the chart got reloaded at 4:50:39 AM EDT? And also second, is it possible that the chart can pull the wrong symbol from IB when the chart reloads? This is a VERY SERIOUS issue. I need to get to the bottom of this because I did NOT change the symbol on my end on the chart as you can see the custom study WAS loaded on the EUR.USD chart at first which was the symbol that I wanted to trade. WHY would I change it all of sudden at 4:50 AM? So I am sending you the log for you to check WHY first the EUR.USD chart was all of sudden reloaded at 4:50:39 AM EDT. And then after that, we will check WHY it put in the AUD.NZD symbol instead. Date Time Of Last Edit: 2016-05-24 22:07:44
|
| [2016-05-24 22:17:48] |
| |
|
There is insufficient information for us to answer this question. There is no way we can answer the question from our perspective. It is totally and completely impossible.
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 |
| [2016-05-24 22:18:24] |
| |
|
And also second, is it possible that the chart can pull the wrong symbol from IB when the chart reloads?
No it is definitely not possible.
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 |
| [2016-05-24 22:24:46] |
| |
|
And how we can prevent this from happening in the future?
One thing to do is to make sure Global Settings >> General Settings >> Support Symbol Entry from Chart Window is disabled. 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 |
| [2016-05-24 22:47:50] |
| User972044 - Posts: 154 |
|
There is insufficient information for us to answer this question. There is no way we can answer the question from our perspective. It is totally and completely impossible.
Did you receive the log file that I sent to you for analysis? Can you see from your system WHY first of all, the EUR.USD chart was reloaded at 4:50:39 AM EDT spontaneously without any intervention on my part? I still need this question answered. I need to know HOW this chart was reloaded without me or anybody touching my computer. Because if this can be done, then no matter how I change the setting, other things can still happen to my charts without me knowing or doing anything. One thing to do is to make sure Global Settings >> General Settings >> Support Symbol Entry from Chart Window is disabled.
WHAT does this do? What does "Symbol Entry from Chart Window" do? I ALWAYS change the symbol of chart if I ever need to via "File - Find Symbol - Select the symbol that I want to change to for the chart - Change Chart Symbol". I don't even know how to change symbol entry from chart window as I never use that feature. So with this feature disabled, can I still change the symbol from "File - Find Symbol"? Date Time Of Last Edit: 2016-05-24 22:51:09
|
| [2016-05-25 19:10:55] |
| User972044 - Posts: 154 |
|
Can I follow up on this issue? I am still waiting for answers to my questions. They are still outstanding. There is insufficient information for us to answer this question. There is no way we can answer the question from our perspective. It is totally and completely impossible.
Did you receive the log file that I sent to you for analysis? Can you see from your system WHY first of all, the EUR.USD chart was reloaded at 4:50:39 AM EDT spontaneously without any intervention on my part? I still need this question answered. I need to know HOW this chart was reloaded without me or anybody touching my computer. Because if this can be done, then no matter how I change the setting, other things can still happen to my charts without me knowing or doing anything. What other information do you need? I would still need to find out WHY the EUR/USD chart was reloaded without me touching my computer? One thing to do is to make sure Global Settings >> General Settings >> Support Symbol Entry from Chart Window is disabled. WHAT does this do? What does "Symbol Entry from Chart Window" do? I ALWAYS change the symbol of chart if I ever need to via "File - Find Symbol - Select the symbol that I want to change to for the chart - Change Chart Symbol". I don't even know how to change symbol entry from chart window as I never use that feature. So with this feature disabled, can I still change the symbol from "File - Find Symbol"?
And I would still like to know what does this do? Symbol Entry from Chart Window? I never knew how to do that. Like I said I have always changed symbol from "File - Find Symbol..." |
| [2016-05-26 05:12:02] |
| |
|
Can you see from your system WHY first of all, the EUR.USD chart was reloaded at 4:50:39 AM EDT spontaneously without any intervention on my part?
The Message Log does not provide this information. So the information to answer the question does not exist and can never completely exist as it is always theoretically possible there was interaction with your computer without you aware of it for unknown reasons.Refer to the documentation for this setting here: http://www.sierrachart.com/index.php?page=doc/doc_GeneralSettings.html#SupportSymbolEntry So with this feature disabled, can I still change the symbol from "File - Find Symbol"? Yes you can. Disabling that option will not affect 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 |
| [2016-05-26 05:23:15] |
| |
|
We have thought about all of the different possible reasons why the symbol of the chart can be changed and they are now all currently documented on this page: http://www.sierrachart.com/index.php?page=doc/doc_SwitchingSymbols.html Reload that page for the current content. It is up to you to determine the reason because the logging does not indicate the specific reason why a chart symbol has been changed. As we said there could have been interaction with your computer for reasons which you were not aware of. Perhaps a small animal stepped on one of the keys of the keyboard causing the shortcut for the next or previous file to be invoked. 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: 2016-05-26 09:26:45
|
| [2016-05-26 06:01:06] |
| User972044 - Posts: 154 |
|
Refer to the documentation for this setting here:
http://www.sierrachart.com/index.php?page=doc/doc_GeneralSettings.html#SupportSymbolEntry From the way that the documentation describes how to change symbol, there was NO way I did this. Like I said before, I have ONLY learned how to change the symbol directly from the chart NOW after reading this documentation. Before now, I didn't even know this documentation exists so there was NO way I would've done this on May 24, 2016. And like I said I was NOT even at my computer at the time the symbol is changed. We have thought about all of the different possible reasons why the symbol of the chart can be changed and they are now all currently documented on this page:
http://www.sierrachart.com/index.php?page=doc/doc_SwitchingSymbols.html Reload that page for the current content. It is up to you to determine the reason because the logging does not indicate the specific reason why a chart symbol has been changed. As we said there could have been interaction with your computer for reasons which you were not aware of. Perhaps a small animal stepped on one of the keys of the keyboard causing the shortcut for the next or previous file to be invoked. I found out what must've happened and this is the only plausible explanation. I only discovered this when I am going through your revised documentation about changing symbols on the chart under "Quickly Changing the Symbol of a Chart to a Symbol for which a Data File Exists". It must've been because I was looking for a piece of document on my very cluttered desk and my keyboard got under a pile of paper and I must've pressed on some keys accidentally without me knowing and because I had "Global Settings - General Settings - Support Symbol Entry from Chart Window" enabled as it was enabled by default without me ever aware of it, I must've accidentally pressed the ESC key and then as luck would have it, I must've typed in "AUD" or "AU" or even maybe just "A" into the title bar since only partial symbol was needed when that option is enabled and AUD.NZD was the first symbol that matched the letter(s) typed in, the whole chart got changed. I just recreated the whole scenario. So thank you so much for going to the extra length to think of all the possible scenarios for changing a symbol on a chart and updating your documentations accordingly. Just one small suggestion in the future though: Maybe you can consider have "Global Settings - General Settings - Support Symbol Entry from Chart Window" disabled by default. It would help in preventing accidents like this which caused me hundreds of dollars of losses on that day and in reality, it doesn't take a trader that long to change the symbol through the formal steps of "File - Find Symbol". Only the chart traders would find this setting handy and they can easily find out about how to enable this setting through documentations and it doesn't really need to be enabled for everybody by default especially when we are not even aware of it. Thanks once again. Date Time Of Last Edit: 2016-05-26 19:14:20
|
| [2016-05-26 06:14:34] |
| |
|
Go to that Chart and let us know how Chart >>Only Symbols in Watchlist is set.
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 |
| [2016-05-26 06:20:42] |
| User972044 - Posts: 154 |
|
I updated my previous comments. Thanks
|
| [2016-05-26 09:29:45] |
| |
|
We have set that particular option to be false by default.
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 |
To post a message in this thread, you need to log in with your Sierra Chart account: