Support Board
Date/Time: Sun, 23 Feb 2025 08:43:45 +0000
Trade Keyboard Shortcut Crashes Program
View Count: 1569
| [2021-01-07 13:52:19] |
| mnill - Posts: 35 |
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I have a keyboard shortcut applied to the "Move Attached Stops to Price" as SHIFT + A. When using the DOM with my mouse hovered over the price I wish to move stop to and pressing the keybind, Sierra Charts instantly crashes. I have never had this issue occur ever before. I am using Sierra Charts Version: 2215 64-bit (35404). |
| [2021-01-07 14:40:34] |
| John - SC Support - Posts: 38116 |
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We are unable to quickly reproduce this. Can you please attach your Chartbook with that chart and DOM in it along with the Sierra4.config file to this thread. Follow these instructions to attach the files: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile The Sierra4.config file is found in the main Sierra Chart installation folder (typically C:\SierraChart). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-01-07 15:41:37] |
| mnill - Posts: 35 |
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Files are attached. Crashes occurred when using the keybind on the CL DOM.
Date Time Of Last Edit: 2021-01-07 15:47:03
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Private File Private File |
| [2021-01-07 15:55:42] |
| John - SC Support - Posts: 38116 |
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Sorry, we need one more file - KeyboardShortcuts4.config. It will be in the main Sierra Chart installation folder where the Sierra4.config file is located.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-01-07 16:05:31] |
| mnill - Posts: 35 |
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File attached.
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Attachment Deleted. Private File |
| [2021-01-08 09:17:58] |
| mnill - Posts: 35 |
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I tested Sierra Charts versions 2214 and 2211 as well. They both cause the crash when using the keybind. Reverting to version 2204 resolves the issue.
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| [2021-01-08 10:21:56] |
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We have added some additional logging to isolate the problem. Update to prerelease 2218. Instructions: Software Download: Fast Update Enable the option described here: Message Log: Automatically Saving Message Log to File When you have the problem we will need to get the latest Message Log file: Message Log: Automatically Saving Message Log to File Attach it here following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile 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: 2021-01-08 10:22:19
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| [2021-01-08 12:34:57] |
| mnill - Posts: 35 |
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I did the following as stated above. When the crash occurred there was no message log saved. Upon rebooting the program it created a message log file. I have reverted back to 2204 in the meantime. Would you like the file that it created upon the reboot into 2218? I attached the log that it wrote upon rebooting after the crash. Date Time Of Last Edit: 2021-01-08 12:43:23
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Private File |
| [2021-01-08 16:07:08] |
| Sierra_Chart Engineering - Posts: 18536 |
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No we do not need that file. We will have to add more logging. This could also be operating system level issue. Although why we do not know and it would not make sense. But at this point there is not any other explanation.
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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-01-08 23:38:57] |
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We have to do a remote assistance session with you for you to reproduce this problem and see what we can determine. Make sure your current telephone number is set here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo And 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 Date Time Of Last Edit: 2021-01-08 23:39:39
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| [2021-01-11 17:48:03] |
| mnill - Posts: 35 |
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My telephone number has been set.
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| [2021-01-15 15:27:06] |
| mnill - Posts: 35 |
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May we please set a date and time for the remote assistance session for next week?
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| [2021-01-18 23:05:12] |
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We can call today or tomorrow after the close.
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 |
| [2021-01-19 12:18:37] |
| mnill - Posts: 35 |
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Today after the close works for me.
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| [2021-01-20 03:58:01] |
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User has been called and the problem was not reproducible. However, there was one large 4 GB trade activity file that we deleted that was causing a trade activity performance issue. The user thought this file resolved the problem because the issue occurred earlier on the same version with that file present. If so that is good but we would not know why that would be the case. If you encounter the problem again, let us 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 |
| [2021-01-29 15:21:43] |
| mnill - Posts: 35 |
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Today the issue has begun once again. I press the keybind to move my stop and it instantly freezes the program and it closes a few seconds after. It crashed once, I restarted closed the trade window on the DOM and re-opened it and upon pressing the keybind to move my stop it crashes immediately again. I looked at the DATA files in the Sierra Charts folder an did not notice any huge files that needed to be deleted.
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| [2021-01-30 01:06:08] |
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We apologize for the delay. Are you available over the weekend for us to look into 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 |
| [2021-01-30 20:53:02] |
| mnill - Posts: 35 |
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Sunday afternoon might work for me.
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| [2021-02-01 00:49:01] |
| mnill - Posts: 35 |
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I updated to the pre-release version 2225 and it has been working so far tonight without crashing.
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| [2021-02-01 17:48:11] |
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We apologize we were not able to call at that time on Sunday. We did not change anything in 2225 to resolve this. Let us know when you are available today so we can check log files to see if we can get any further information about this 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 Date Time Of Last Edit: 2021-02-01 17:48:29
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| [2021-02-02 17:23:18] |
| mnill - Posts: 35 |
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Okay, I am not sure when I will be available this week. I will post here again once I know.
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| [2021-02-07 09:44:46] |
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One possible idea about this problem is that it is an operating system level issue relating to these old dialog windows which we are replacing. And that causes some memory corruption and then subsequently, creates a problem when using a keyboard shortcut. Otherwise, there really is not any reasonable explanation that we can come up with. 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 |
| [2021-02-08 09:54:11] |
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If this is an operating system level issue, we want you to run all available Windows updates.
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 |
| [2021-02-11 21:35:47] |
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We identified and resolved a potential problem related to order modifications from the chart, that might be related to this. We are not sure if this is the reason for the problem in your case but we have to consider all possibilities. When you can, update to prerelease version 2228. Update instructions: Software Download: Fast Update Be sure to update to the "Prerelease" 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: 2021-02-12 12:30:31
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| [2021-02-12 12:18:26] |
| mnill - Posts: 35 |
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Ok, thanks for the updates. I have not had the crash occur this week.
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