Support Board
Date/Time: Sun, 12 Jan 2025 09:56:47 +0000
Freeze Up
View Count: 1571
| [2017-02-06 16:00:53] |
| conr - Posts: 204 |
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Downloaded 1515 yest., ran for a while and then froze up. Restarted, gets about half way through start up process and freezes again.
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| [2017-02-06 16:33:44] |
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Go back to 1510 for now. Refer to: https://www.sierrachart.com/index.php?page=doc/download.php#Rollback 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 |
| [2017-02-06 18:57:35] |
| conr - Posts: 204 |
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I went back to 1510 and it has been running fine. Was the issue on my end and if so will it give me a problem again when it comes time to re download 1515?
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| [2017-02-06 19:30:14] |
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We are fairly certain this is an issue with the latest prereleases and we should have this resolved today assuming we understand the reason for 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 |
| [2017-02-08 09:32:07] |
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We apologize for the issue you have. A handful of users of had a freezing issue with the pre-releases of Sierra Chart. Most have not and we do not observe any problem ourselves. We have identified a couple of problems due to recent changes we have been working on and resolved to those. We would like you to try Prerelease 1516 when you can and let us know if you still have the same problem. If you do, we will look into the problem further. 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 |
| [2017-02-08 13:13:51] |
| conr - Posts: 204 |
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Okay, will download.
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| [2017-02-08 13:56:05] |
| conr - Posts: 204 |
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1516 Froze up. Went back to 1510
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| [2017-02-08 18:45:35] |
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We are not sure why there still is a problem. Might be best that we actually observe the problem on your system. Could we call sometime after the close and use remote assistance to look into the problem? If so, could you make sure your current telephone number is here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo What we intend to do is install another copy of Sierra Chart on your system and test the Chartbook that is having a 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 |
| [2017-02-08 19:43:56] |
| conr - Posts: 204 |
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Yes that is fine. You can call me at 2:30 ct. That is a good phone number in my account info. Do you want me to do anything prior such as downloading 1516?
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| [2017-02-08 20:32:55] |
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We can only call after the market close.
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 |
| [2017-02-09 00:34:18] |
| conr - Posts: 204 |
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I've been running 1516 since we spoke and it is running fine, 2-8% cpu. Keep in mind the Globex volume is light. I will leave on all night and check again in morning.
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| [2017-02-09 01:23:34] |
| User20450 - Posts: 330 |
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amazing the customer service here ,love it , i wish someone would remote to my computer and check the issue out cause im having same issues
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| [2017-02-09 01:52:47] |
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What version are you having the issue with?
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: 2017-02-09 01:53:20
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| [2017-02-09 02:15:57] |
| conr - Posts: 204 |
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amazing the customer service here ,love it , i wish someone would remote to my computer and check the issue out cause im having same issues
Apparently there are only a handful of us that are having an issue with 1516 and they wanted to access a computer that was having the issue. They are working diligently to fix this. |
| [2017-02-09 02:21:18] |
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Also in regards to post #12, we hope that you remember about a year ago we asked you if we could connect your system for remote assistance to look into an issue and we offered that more than twice and we were just ignored. We do not need to work with another user on the issue. One is enough. We think we are getting closer to understanding the reason for 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 |
| [2017-02-09 05:13:04] |
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We have good news. We have duplicated the problem and we now know what is causing it. The problem has been at least partially or fully corrected in 1517 which we are releasing now. Will be doing more work on this tomorrow. It occurs when market depth data is being recorded in newer versions of Sierra Chart which use a separate thread for market data processing in the case of DTC services. For users using the CQG trading platform service with Sierra Chart, we would not expect they would encounter this problem so we are not sure why some of them are having an issue. But those reports were different. There still might be another issue we need to look into. 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: 2017-02-09 05:14:34
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| [2017-02-09 19:08:50] |
| conr - Posts: 204 |
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Been using 1517 all morning and running great.
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| [2017-02-09 19:13:12] |
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OK good.
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 |
| [2017-02-09 19:22:40] |
| User20450 - Posts: 330 |
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didnt mean to ignore you but obvious problem was fixed , this is a whole new issue , can i try 1517 or should i still wait ?
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| [2017-02-09 19:25:17] |
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Please wait, there is more work we need to do. And we intended to follow up with you about this. If you still have problems after the update, we will dedicate our time to looking into whatever is outstanding in your case. Like we said, we have a certain method to work through the issues and we are just taking this one step at a time and focusing on those particular cases which we can best understand at first. 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 |
| [2017-02-09 19:26:16] |
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Although if you have a stability problem at the current time, then yes do update to 1517. However, if you are stable at the moment, then please wait. Also be sure to read our prior post if you did not see that. 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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