Support Board
Date/Time: Fri, 07 Mar 2025 21:43:48 +0000
cannot connect
View Count: 677
| [2019-08-07 16:10:06] |
| todds - Posts: 64 |
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My connection stopped mid session today with the following error message: "Connection error message from service: GAIN Capital/OEC. User connected from another location. Date-Time: 2019-08-07 09:05:53" I have not opened another location. I spent a long time with the technical people at my broker and they could not figure it out and they also contacted GAIN and couldn't see anything. |
| [2019-08-07 18:51:47] |
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This is not something that we have any control over. Our recommendation is to contact Gain Capital and have them change your password on your account. And we have heard about issues like this previously where a user is getting that message but there are no other active connections to Gain Capital they are aware of. It is simply something that we cannot control. Who is your introducing broker? 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 |
| [2019-08-07 19:10:26] |
| todds - Posts: 64 |
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Introducing broker is Global Futures. They could not figure out the issue. Thanks |
| [2019-08-07 20:04:33] |
| todds - Posts: 64 |
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Spoke with GAIN. They cannot help me because they don't support Sierra. They said I have to work with Sierra. Also reset my password, downloaded latest version of Sierra, shut down all devices that I own, restarted trading computer and Sierra charts. Still no luck. Then I tried to open Sierra on another computer and got the same error message that GAIN/OEC user connected from another location. Thanks in advance for anything you can do to help. |
| [2019-08-08 11:21:25] |
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We are contacting Gain Capital for you about this.
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 |
| [2019-08-08 18:58:10] |
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Gain Capital has answered us, and they are going to work on resolving the problem but it will not be immediate: We’ll have our Developers review. There is probably session still left open, at least on our side. We may need to reset our FIX server during maintenance at 5pm ET to resolve the matter.
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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