Support Board
Date/Time: Fri, 31 Jan 2025 13:42:29 +0000
time out error
View Count: 798
| [2019-05-01 14:45:07] |
| User30743 - Posts: 365 |
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yesterday i renewed my account and from that point i can not connect - i receive Time Out Error - There was no response when trying to login. please dont send me this link HTTP Communication Errors with a simple statement that it is due to my firewall because i did not do anything with that at all and it was working smoothly till that point i renewed the account. |
| [2019-05-01 16:53:33] |
| John - SC Support - Posts: 37621 |
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Please attach your Message Log to this post so we can see what the particular issue is that you are referring to. Follow the instructions here to attach your Message Log: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2019-05-01 18:02:36] |
| User30743 - Posts: 365 |
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how do i get messagelog when i dont log into the platform?i get this error (atachment) i tried to download new version, installed into new folder i reseted pc i reseted router/modem i checked my firewall - sc is checked to be allowed i spent couple of hours trying to find a solution nothing helped so i really have no idea why all of a sudden i cant connect. and i have no idea what to do to fix it Date Time Of Last Edit: 2019-05-01 18:05:58
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 Screenshot_3.png / V - Attached On 2019-05-01 18:00:53 UTC - Size: 24.18 KB - 251 views |
| [2019-05-01 18:19:45] |
| John - SC Support - Posts: 37621 |
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Are you certain that you are running the correct version of Sierra Chart from the new installation that you performed? In the screenshot that you attached it is definitely showing a version that starts with 18 (possible 1850). The current version is 1914. Also, along these lines, when you say the firewall allows Sierra Chart, are you sure it is allowing both installs of Sierra Chart, or is it just the newer install? Apart from these things, we can only refer you to the documentation you already referenced. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2019-05-01 20:19:30] |
| User30743 - Posts: 365 |
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yes i am running both 1830 and 1914 which i installed today. none of them can connect i dont know what happened, nor i do know how to fix it. i read all the docs, nothing helped. there is no point in having a platform which is unable to connect. is there any way to cancel the renewal subscription? Date Time Of Last Edit: 2019-05-01 20:19:50
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| [2019-05-01 20:45:32] |
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There is no doubt at all this is a network connectivity issue on your side somewhere. There could not be any other possibility. We will cancel the renewal on your account but the problem is not related to 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 |
| [2019-05-01 20:54:39] |
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Unrelated to the "Time Out" error, we see that you have SC running on 2 computers and are trying to start it on a 3rd one "Windows 7 64 | experimental-pc", which is being restricted. Your account is limited to 2 computers only. Sierra Chart Support Date Time Of Last Edit: 2019-05-01 20:56:06
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| [2019-05-01 20:54:58] |
| User30743 - Posts: 365 |
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ok, then what am i supposed to do? reinstall windows? |
| [2019-05-01 20:56:54] |
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To start it on this 3rd computer, you need to shut Sierra Chart down on one of the other two computers that you have it running on.
Sierra Chart Support |
| [2019-05-01 20:58:09] |
| User30743 - Posts: 365 |
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it did not help. i tried already
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| [2019-05-01 21:01:18] |
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Our logs report that you have Sierra Chart currently running on 2 computers. So you are not able to run it on this 3rd one. You need to shut down Sierra Chart one of those computers. Wait for a couple of minutes, and then start it on this 3rd computer. Note that you would not be getting a "Time Out" error in this case, but an error related to running Sierra Chart on too many computers. Sierra Chart Support Date Time Of Last Edit: 2019-05-01 21:03:39
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| [2019-05-01 21:02:34] |
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The most recent posts here are completely unrelated to the timeout. We are just providing this other background information but it is not relevant to the issue. Run Sierra Chart on another computer and it is not likely you are going to get the timeout error. 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 |
| [2019-05-01 21:02:39] |
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Our logs now show that you have started Sierra Chart on the new computer.
Sierra Chart Support |
| [2019-05-01 21:03:11] |
| User30743 - Posts: 365 |
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yes, now it connected this is really weird |
| [2019-05-01 21:04:19] |
| User30743 - Posts: 365 |
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ok, now it works on the laptop. it connected finally.. ok thanx. Date Time Of Last Edit: 2019-05-01 21:04:27
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| [2019-05-13 17:24:26] |
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We have determined that this timeout error was actually due to logging into an additional system beyond the number of simultaneous systems allowed for your account. So what we said about this being a network connectivity issue was not correct. We do apologize for that. The problem was is that there was not a response from our Web server , therefore triggering the timeout error which always indicates a network connectivity issue. This issue is now resolved. If you are logging into too many simultaneous systems at the same time you will now get a text message indicating that. Not a timeout error. 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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