Support Board
Date/Time: Thu, 23 Jan 2025 21:27:26 +0000
installing a new version problem
View Count: 770
| [2018-12-12 18:31:57] |
| User968625 - Posts: 260 |
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hello, every time it freezes at the end of the installer and can't even hit the send log to you. not sure what to do. I wanted to upgrade as I noticed that the program was slowing down. what should I do? Thanks |
| [2018-12-12 19:07:17] |
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Okay we will have to do a remote assistance session to look into this. It sounds like some kind of a Windows 10 type issue. Is your current telephone number set here?: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo 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: 2018-12-12 19:07:46
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| [2018-12-12 20:05:35] |
| User968625 - Posts: 260 |
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you probably right, seems even the slowing down stated once I got one of these windows 10 updates , really annoying. YES, this is the number but you will need to tell me when you are planing to call
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| [2018-12-12 20:18:17] |
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We can call now. Please confirm if this is okay.
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 |
| [2018-12-12 20:40:05] |
| User968625 - Posts: 260 |
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Yes, that would work . I am waiting
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| [2018-12-12 21:18:43] |
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This issue has been resolved. The problem was the Sierra Chart installer was put into a Suspended state apparently by security software running on the users system. We could tell it was suspended by looking at the Windows task manager and looking at the Details tab and the Status column.
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: 2018-12-12 21:18:57
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| [2018-12-12 21:19:57] |
| User968625 - Posts: 260 |
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thank you but once the support got off the phone, I tried to install the new version for my second SC instance and I got the same problem. it is not reponding
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| [2018-12-12 23:04:04] |
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Can you look at the Windows task manager and see if it is in a Suspended state. That helps us understand the problem a lot better. We want to know if it is in a suspended state and if the CPU usage is 0 because this would be a clear indication of an operating system level issue.
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 |
| [2018-12-13 09:14:08] |
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We think the workaround is going to be to run the installer from this page: Software Download Make sure you set the installation folder correctly before beginning the installation. Let us know if this works. If it does, and the issue is that the installer is getting put into a Suspended state when being run from Sierra Chart, this does confirm it is some kind of a Windows 10 issue. Not 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 |
| [2018-12-14 13:34:05] |
| User968625 - Posts: 260 |
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It is really strange I got first "not responding" then I restarted the PC and disabled the anti-virus and now I have"suspended". doesn't make sense I know but it is true anyways , to use the link I just download to folder? |
| [2018-12-14 13:36:57] |
| User968625 - Posts: 260 |
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and I tied that , installing from the link, but still suspended
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| [2018-12-14 17:47:36] |
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Please do some research on this Suspended state and see what you can find out. This is something controlled by the operating system. We will also see what we can find out.
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 |
| [2018-12-14 21:54:15] |
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Can you tell us if you run into a freeze/suspended condition when using this particular installer: https://www.sierrachart.com/downloads/SierraChartFileDownloader_NoAdmin.exe This will help us isolate 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: 2018-12-14 21:54:23
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| [2018-12-17 13:09:48] |
| User968625 - Posts: 260 |
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It was a problem of "not responding" and after restarting the computer 3-4 times I was able to install it for now. lets see what will happen next time
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| [2018-12-17 14:41:22] |
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Okay one change we made is all of the Sierra Chart installers no longer require Administrator level access. That is not necessary anymore.
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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