Support Board
Date/Time: Tue, 14 Jan 2025 11:35:50 +0000
Wrong Account on Trade Window & Trading DOM
View Count: 1370
| [2017-05-11 15:21:47] |
| User377072 - Posts: 2 |
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Anytime I open a trade window, trading DOM etc. another person's name/account is showing up and mine is not given as an option in the dropdown. My data/trade service and connections are all setup under my name and working correctly - I can load real time and historical data for my symbols, however I am unable to place orders because of the account discrepancy on the trade window. I've updated my Sierra to the newest version, with no result. How can I remove this wrong account from my trade windows and add mine?
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| [2017-05-11 16:42:12] |
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Could you please give us about 1-2 hours to look into this. We need to check the server logs to see where the issue is.
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 |
| [2017-05-11 21:22:21] |
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We apologize for the delay with this. We are now looking into this. We are adding some additional logging to make this easier. But we really think this is something that your broker needs to look into. We will confirm. Just give us about 20 more minutes. 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 |
| [2017-05-11 21:55:12] |
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We apologize for the delay with getting to this. We have now checked the log file and this is what we see: CTS T4 FIX | Received trader logon response with CTS username '**'. Text: Login failed: Trader does not have permission to access this application | 2017-05-11 17:42:06 What this means is that you have to do this step: Contact your broker have them allow your CTS trading account to have access to the Application Name: sierrachartonly.
You should have seen the following text: Login failed: Trader does not have permission to access this application in the Trade >> Trade Service 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 |
| [2017-05-12 14:19:31] |
| User377072 - Posts: 2 |
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My broker has allowed access to sierrachartonly, however the problem is still not fixed. This other account, not mine is still showing up on the trade window. I am setup for the lower cost CTS order routing connection model and my data/trade service settings are CTS Trading Wedbush - DTC per the instructions, but your response and the log file reference CTS T4 FIX....?
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| [2017-05-12 14:44:56] |
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We are contacting CTS about this now. There still is a problem with the server connecting to your account. It is an unusual error we have not seen before. We are not sure what account you are seeing, but it could not be anything from the server and must be an old account. At the moment, you are not actually able to access your CTS account for trading. The reason you see FIX in the log line we provided is because that is the connection used on the server. 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 |
| [2017-05-12 15:01:35] |
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This is what CTS said: The user ** enabled 2 factor Authentication they are probably getting a txt message with the code. Not sure how you system handles this. The user or the firm can turn it off if they wish. Here is a link explaining more
http://wiki.ctsfutures.com/T4%20Client%20Guide.2FA%20-%20simple%20Login.ashx Our FIX connection on the server cannot handle two factor authentication and you will need to disable it. 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 |
| [2017-05-12 19:59:11] |
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We received additional information from CTS and they actually do have a solution for this, where you can use two factor authentication but use a separate password for Sierra Chart. We will put together that documentation for you later today. 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 |
| [2017-05-16 05:17:55] |
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Here is the information about what you need to do when using Two Factor Authentication with CTS to still support logging into CTS with Sierra Chart: https://www.sierrachart.com/index.php?page=doc/CTS_T4.php#2FactorAuthentication 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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