Support Board
Date/Time: Fri, 21 Feb 2025 18:27:22 +0000
[Locked] - Disrespectful user who thinks they are smart: Data Feed interrupted
View Count: 703
| [2021-01-25 16:25:30] |
| User920583 - Posts: 6 |
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Hi, I was just sim trading normally on the delayed Denali feed, and about 10 minutes ago everything stopped, I'm not receiving any new tick (last one is from 11:03 ET), Time and sales is now empty after restarting and DF status is green, although I'm not sure if the various numbers indicate any problem (see picture). Thank you Date Time Of Last Edit: 2021-01-25 16:26:15
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 sierra_bug.JPG / V - Attached On 2021-01-25 16:24:19 UTC - Size: 183.53 KB - 229 views |
| [2021-01-25 16:47:41] |
| User920583 - Posts: 6 |
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I'm adding the log, we can see that for some reason the feed keeps getting disconnected...
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 sierra.txt - Attached On 2021-01-25 16:46:55 UTC - Size: 17.92 KB - 281 views Attachment Deleted. |
| [2021-01-25 18:25:19] |
| John - SC Support - Posts: 38111 |
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This is the relevant error: DTC Client socket (2) | Connect event error. Windows error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.
Refer to the information here: Data/Trading Service Connection and Symbol Issues: 1.2. Network Communication or Server Problem For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-01-25 18:58:56] |
| User920583 - Posts: 6 |
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Hi, I tried deactivating the Firewall, I added exceptions for Sierra Chart (that I didn't need before), I deactivated the anti-virus, I rebooted my computer and the wifi, the problem is still there. Please note that I have been using the feed for a month and never had a problem, it suddenly stopped working while I was sim trading this morning ET. Also, I'm not having any connectivity problem with any other program or website on my computer. Do you have any other idea as to what might be causing this problem? EDIT: Adding Traceroute of one of the Sierra servers, does this give any indication as to what is failing in the connection? Date Time Of Last Edit: 2021-01-25 19:21:43
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| traceroute.JPG / V - Attached On 2021-01-25 19:19:06 UTC - Size: 57.06 KB - 210 views |
| [2021-01-26 10:55:56] |
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The trace route is not helpful to us. This is the relevant error: DTC Client socket (2) | Connect event error. Windows error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. | 2021-01-25 11:45:47.574 *
If you are still having problem, you have some connectivity issue to the server. 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: 2021-01-26 10:56:09
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| [2021-01-26 14:03:35] |
| User920583 - Posts: 6 |
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The traceroute shows that the connection gets past the ISP and that it's very probable that your server is refusing to respond to my client. Is it not something you are willing to investigate for a paying customer?
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| [2021-01-26 14:36:31] |
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and that it's very probable that your server is refusing to respond to my client. This definitively is not the issue. And there are three different delayed data servers. You cannot even connect any of them. Something is blocking the connection on your side.There is nothing for us to investigate. This is fully an issue on your 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 Date Time Of Last Edit: 2021-01-26 14:37:08
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| [2021-01-26 16:04:48] |
| User920583 - Posts: 6 |
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The traceroute invalidates that the issue is fully on my side, you should learn how to read it. And even if it was on my side, any decent customer service would look into it with me. Your attitude is very unprofessional and unhelpful I'm starting to understand why you sell your software so cheap. I will definitely not be renewing my subscription.
Date Time Of Last Edit: 2021-01-26 16:14:07
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| [2021-01-26 16:25:47] |
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Please do not renew. The problem is definitively not on our side. We are not idiots. There is nothing for us to look into on our side. There is no problem whatsoever on our side. The only thing that we can do is do a remote assistance session to your computer and see what we can figure out with your firewall. This will be chargeable .80 USD per minute. Do you want to proceed? We really do not want to get involved in this. You simply just want to dump the problem on us which unnecessarily takes our time. We want you to help yourself. you should learn how to read it. Do you really think we are that dumb? It is clear, our knowledge of networking is vastly beyond yours.
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: 2021-01-26 16:30:31
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| [2021-01-26 16:35:11] |
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This is so overwhelmingly clear, that a firewall on your computer is blocking the connection: SC DTC Delayed Exchange Data | Connecting to the server ds13.sierracharts.com. Port 10043 | 2021-01-25 11:45:03.502
DTC Client socket (2) | Creating socket. | 2021-01-25 11:45:03.503 DTC Client socket (2) | New receive buffer size: 5242880 | 2021-01-25 11:45:03.503 DTC Client socket (2) | Connecting to IP: 64.38.174.178. | 2021-01-25 11:45:03.503 DTC Client socket (2) | Connect event error. Windows error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. | 2021-01-25 11:45:24.538 * Or your ISP or router or firewall is blocking port 10043. 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: 2021-01-26 16:37:24
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| [2021-01-26 16:36:25] |
| User920583 - Posts: 6 |
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No I will definitely not be paying for assistance on top of my subscription and I'm definitely not going to reward your unprofessional attitude with more money. I am not an idiot either it would seem. For reference, your competitor NinjaTrader has a much better customer service, maybe you'd be able to charge more for your product and retain more customers if you took some lessons from them.
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| [2021-01-26 16:37:49] |
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You are totally disrespectful towards us. The attitude is on your side. You should apologize to us. The reason we keep our prices low is to provide good value. And we are tired of the brokers who want to drive our prices down. They can all leave at this point if that is what they want. We are not going to tolerate this kind of disrespect towards us. Really your attitude towards us absolutely totally improper. Here you are telling us our prices are too low which you should be appreciative of and then you do not even want to pay us for the extra effort to debug and resolve a problem on your system or network. And we want you to post this all over the Internet. And we are going to do that for you. This is going to be moved to the top of the board to exemplify 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 Date Time Of Last Edit: 2021-01-31 11:31:36
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