Support Board
Date/Time: Mon, 20 Jan 2025 20:46:17 +0000
Thread Exception
View Count: 1906
| [2018-06-01 12:12:48] |
| User296719 - Posts: 21 |
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Support, I'm using the M2M Algo version of SC and I have a Market Depth Historical Graph (MDHG) chart that will no longer load the data and shows the following error when trying to load the data: ESM8-CME 5 Sec #9 | Reloading chart. | 2018-06-01 08:02:08 + Loading market depth data. | 2018-06-01 08:02:14 Loaded depth data records for ESM8-CME 2018-05-22 from 2018-05-22 08:02:07 to 2018-05-22 16:45:52. | 2018-06-01 08:02:15 Loaded depth data records for ESM8-CME 2018-05-23 from 2018-05-22 20:06:48 to 2018-05-23 12:19:35. | 2018-06-01 08:02:16 Loaded depth data records for ESM8-CME 2018-05-24 from 2018-05-23 20:34:06 to 2018-05-24 13:47:55. | 2018-06-01 08:02:17 Chart Data Loading Thread: Exception caught. | 2018-06-01 08:02:17 * Chart Data Loading Thread: Load canceled. | 2018-06-01 08:02:17 It works on one PC, but not on the other. The PC that I'm now is the PC in which the chartbook was created. It seems to have started recently when the M2M SC was updated to the current 1750 version (32-bit). Data feed is Rithmic, which is an active trading account. Not sure if something has changed with the MDHG or this particular chart has corrupted? Please advise. |
| [2018-06-01 12:40:02] |
| User296719 - Posts: 21 |
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Support, I deleted ALL symbol data files and it's working now, one of them may have been corrupt. I'll try it on the other PC, but for now it appears to be working correctly. Should have done this 1st before opening the support request.
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| [2018-06-01 16:09:49] |
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This is a serious issue and basically rarely heard of if at all. This cannot possibly be related to simply deleting a data file. That would be a complete impossibility. We want you to run Sierra Chart in Safe Mode if you experience this again: Sierra Chart - Software Login Instructions: Using Safe Mode And see if that resolves the problem. And refer to help topic 17: Sierra Chart Unexpectedly Shutting Down | Memory Errors | Unusual Software Problems | Exception Errors | Freezing of User Interface 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: 2018-06-01 16:11:20
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| [2018-06-19 16:24:49] |
| User296719 - Posts: 21 |
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Support, Ran Sc in safe mode as directed, still doing the same thing with the thread exceptions. Again, want to mention I'm running the M2M Algo version of SC. Please advise. --- Loaded depth data records for ESU8-CME 2018-06-12 from 2018-06-11 20:00:00 to 2018-06-12 19:59:59. | 2018-06-19 12:22:52 Loaded depth data records for ESU8-CME 2018-06-13 from 2018-06-12 20:00:00 to 2018-06-13 19:59:59. | 2018-06-19 12:22:52 Loaded depth data records for ESU8-CME 2018-06-14 from 2018-06-13 20:00:00 to 2018-06-14 19:59:59. | 2018-06-19 12:22:53 Loaded depth data records for ESU8-CME 2018-06-15 from 2018-06-14 20:00:00 to 2018-06-14 21:09:01. | 2018-06-19 12:22:53 Loaded depth data records for ESU8-CME 2018-06-18 from 2018-06-18 18:00:00 to 2018-06-18 19:59:59. | 2018-06-19 12:22:53 Chart Data Loading Thread: Exception caught. | 2018-06-19 12:22:53 * Chart Data Loading Thread: Load canceled. | 2018-06-19 12:22:53 Opened cached Intraday file: C:\M2M_SierraChart\Data\ESU8-CME.scid | 2018-06-19 12:22:54 |
| [2018-06-19 17:15:08] |
| User296719 - Posts: 21 |
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Support, Deleted all of the files in: MarketDepthData folder to force reload upon opening chartbook and no error. Not sure if this is the cause? |
| [2018-06-20 03:18:25] |
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When it happens again, do not delete any files, let us know and then we will use remote assistance and gather some of the files and then try to reproduce the problem on our side.
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 |
| [2018-06-22 10:48:36] |
| User296719 - Posts: 21 |
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Support, seeing this again on one of my installs and haven't changed or deleted anything. Do you all still want to look at the files and see if you can pinpoint the issue? -- Chart #4 has tagged chart #2 for full recalculation. Chartbook: NQ_Desk-Top_RTH2_Rithmic.cht | 2018-06-22 06:41:26 Chart #8 has tagged chart #2 for full recalculation. Chartbook: NQ_Desk-Top_RTH2_Rithmic.cht | 2018-06-22 06:41:26 NQU8-CME 3 Min #2 | Performing a full recalculation because it has been tagged. Chartbook: NQ_Desk-Top_RTH2_Rithmic.cht | 2018-06-22 06:41:26 Chart Data Loading Thread: Exception caught. | 2018-06-22 06:41:27 * Chart Data Loading Thread: Load canceled. | 2018-06-22 06:41:27 Opened cached Intraday file: C:\M2M_SierraChart\Data\TICK-NQ.scid | 2018-06-22 06:41:27 Opened cached Intraday file: C:\M2M_SierraChart\Data\NQU8-CME.scid | 2018-06-22 06:41:36 HTTPS connection to historicaldata.sierrachart.com:443 (15) | Socket gracefully closed by remote side. | 2018-06-22 06:44:20 HTTPS connection to historicaldata.sierrachart.com:443 (15) | Received socket Close event. | 2018-06-22 06:44:20 HTTPS connection to historicaldata.sierrachart.com:443 (15) | Initiating close of socket by core. | 2018-06-22 06:44:20 HTTPS connection to historicaldata.sierrachart.com:443 (15) | Graceful close received or receive error. Shutdown complete. Closing socket now. | 2018-06-22 06:44:20 HTTPS connection to historicaldata.sierrachart.com:443 (15) | Closed. | 2018-06-22 06:44:20 NQU8-CME 5 Sec #9 | Reloading chart. | 2018-06-22 06:48:47 + Loading market depth data. | 2018-06-22 06:48:49 Loaded depth data records for NQU8-CME 2018-06-15 from 2018-06-15 12:08:15 to 2018-06-15 17:00:01. | 2018-06-22 06:48:49 Loaded depth data records for NQU8-CME 2018-06-17 from 2018-06-17 18:21:56 to 2018-06-17 19:45:40. | 2018-06-22 06:48:49 Loaded depth data records for NQU8-CME 2018-06-18 from 2018-06-17 20:38:05 to 2018-06-18 13:47:39. | 2018-06-22 06:48:50 Chart Data Loading Thread: Exception caught. | 2018-06-22 06:48:51 * Chart Data Loading Thread: Load canceled. | 2018-06-22 06:48:51 ESU8-CME 5 Sec #9 | Reloading chart. | 2018-06-22 06:49:11 + Loading market depth data. | 2018-06-22 06:49:13 Loaded depth data records for ESU8-CME 2018-06-15 from 2018-06-14 22:26:58 to 2018-06-15 17:00:01. | 2018-06-22 06:49:14 Loaded depth data records for ESU8-CME 2018-06-17 from 2018-06-17 12:26:15 to 2018-06-17 19:59:59. | 2018-06-22 06:49:14 Loaded depth data records for ESU8-CME 2018-06-18 from 2018-06-17 20:00:00 to 2018-06-18 13:47:39. | 2018-06-22 06:49:14 Chart Data Loading Thread: Exception caught. | 2018-06-22 06:49:15 * Chart Data Loading Thread: Load canceled. | 2018-06-22 06:49:15 Date Time Of Last Edit: 2018-06-22 10:49:48
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| [2018-06-22 12:52:45] |
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Yes. Set your telephone number here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo Let us know when that is done. 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 |
| [2018-06-22 21:33:32] |
| User296719 - Posts: 21 |
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Done as requested.
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| [2018-06-25 03:35:41] |
| User296719 - Posts: 21 |
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Did this again and the charts come back and function properly: Deleted all of the files in: MarketDepthData folder to force reload upon opening chartbook and no error. Not sure if this is the cause? |
| [2018-06-25 11:34:42] |
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We are not sure what the problem is. Let us know when is a good time for us to call. Last time you posted it was late in your time zone and we were not sure if it was okay to call.
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: 2018-06-25 11:34:58
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| [2018-06-25 11:41:51] |
| User296719 - Posts: 21 |
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Support, will do. As posted above, deleting the files in the MDD folder does remedy the problem, at least in the short term.
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| [2018-06-28 23:42:57] |
| User296719 - Posts: 21 |
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Again, guys. Screeny attached.
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Private File |
| [2018-06-29 09:17:38] |
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We can call most any time but we do not want to call late in your time zone. So let us know when is a good time to call. We do not know.
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 |
| [2018-06-29 10:34:58] |
| User296719 - Posts: 21 |
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Anytime today up until 12PM, EST is fine with me. I'm also around all weekend if that will work for you guys, not sure if you all do support on weekends? Date Time Of Last Edit: 2018-06-29 10:44:24
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| [2018-06-30 08:26:33] |
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We apologize we did not get a chance to call when we planned to. We had gotten very busy in the US Eastern time morning. Too many other priorities came up around that time. This is still important for us to look into. Yes we can call on the weekend. We will do 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 Date Time Of Last Edit: 2018-06-30 08:27:57
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| [2018-06-30 12:41:29] |
| User173602 - Posts: 16 |
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Support, no problem there. Looks like I"ll be out most of the weekend. Is it okay if I email you guys directly to set up a time? I'm on a different PC, although it does have the M2M SC install on it, but not sure if it's showing the error right now or not as I did not have the app open on this particular PC this week.
Date Time Of Last Edit: 2018-06-30 12:45:01
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| [2018-06-30 19:48:00] |
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Okay no problem just let us know when.
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 |
| [2018-07-07 20:00:19] |
| User710890 - Posts: 23 |
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Hi Sierra, Looks like this guy has not responded. But I too have this issue. I thought it was my own code which uses depth data, until I deleted every study on the chart one by one and the problem remained until there were no studies using market depth. I then added Market Depth Historical Graph and the problem returned. I've added my telephone # to account details and I'm in US East. You may call any time from 12pm to 10pm EST, if you would like. I would really like to have it resolved. F.US.CLEQ18 [CBV] 20 Trades #1 | Reloading chart. | 2018-07-07 15:50:22 + Loading market depth data. | 2018-07-07 15:50:22 Loaded depth data records for F.US.CLEQ18 2018-07-05 from 2018-07-05 17:00:00 to 2018-07-05 19:59:59. | 2018-07-07 15:50:22 F.US.CLEQ18 [CBV] 20 Trades #1 | Chart Data Loading Thread: Exception caught. | 2018-07-07 15:50:22 * F.US.CLEQ18 [CBV] 20 Trades #1 | Chart Data Loading Thread: Load canceled. | 2018-07-07 15:50:22 |
| [2018-07-10 17:23:36] |
| User296719 - Posts: 21 |
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I'm just using the delete everything in the MDD data folder on a daily basis and it works fine. It seems if more than 3 days of this data builds up, the thread exception error returns.
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| [2018-07-11 09:59:27] |
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We will be calling one of you 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 |
| [2018-07-11 11:22:46] |
| User296719 - Posts: 21 |
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Support, I'm busy all day today, just an FYI.
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| [2018-07-11 17:58:04] |
| User710890 - Posts: 23 |
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Here are the files to reproduce.
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Private File Attachment Deleted. |
| [2018-07-11 18:41:01] |
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Okay we have reproduced the problem. It is simple out of memory condition which was not being properly handled within Sierra Chart but we will fix that. You should run the 64-bit version of Sierra Chart and if that is not solving the issue, then you are just loading too much data into the chart and the operating system is not providing the available memory. Although the requested memory allocation could be quite large due to the particular data container being used but still there is a lot of data being loaded into the chart causing 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 |
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