Support Board
Date/Time: Sat, 22 Feb 2025 09:37:50 +0000
Installer error, I believe caused by security software
View Count: 990
| [2021-01-26 11:00:47] |
| Eisenhower - Posts: 30 |
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Trying to download the latest version, I'm receiving the following error message from the Installer: "Failed to open the file: C:\SierraChart\DownloadedInstallationFiles\SierraChartStudies_64.dll. Error: Windows error code 5: Access denied Received file: SierraChart_64.exe Error saving downloaded files to local system. Stopping intallation. Check log." When I open Sierra Chart, the studies are now all missing. I believe this problem is somehow being caused by my Bitdefender antivirus software. Earlier, I noticed this message: "Threat Blocked. Item was deleted. Threat name: Gen:Variant.Mikey.118436. Path: C:\SierraChart?SierraChartStudies_64.dll.", so I added the sierrachart url and my local folder to the Bitdefender exclusion list. The install error, however, persists. Any help here would be very much appreciated. |
| [2021-01-26 12:38:32] |
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You need to disable that security software and install Sierra Chart again following these instructions: Software Download: Fast Update 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 |
| [2021-01-26 12:49:41] |
| Eisenhower - Posts: 30 |
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Yes this is what I already did. I still receive the above error message when running the Installer.
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| [2021-01-26 12:58:42] |
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You need to figure this out. Your security software is causing you problems. This is your responsibility. It is your security software causing the problem. Sierra Chart is just fine.
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 |
| [2021-01-28 06:49:46] |
| User191165 - Posts: 28 |
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I too have the same issues. I have allowed permissions in my security software for the issue yet it still persists. I have to say I think you could have been a little more helpful and not so abrupt/closed ended with the gentleman who initiated this thread. |
| [2021-01-28 08:51:04] |
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Why is it that your security software provider is not more helpful to you? Why is it that you want an answer out of us? Did you ever contact them? Did they answer you. If you are not getting the proper support from your security software provider, then completely remove it from your system. This is a matter between you and your security software provider to get resolved. This is not our responsibility and we and do not want the burden here. Take responsibility for your own problem. We are to simply telling the facts like it is. This is not about being nice. It is about fact. Remove the security software fully from your system and then restart your system. And then install Sierra Chart again: Software Download: Fast Update And also try restarting your system into Safe Mode. So what is the purpose of complaining/asking to us if you did not even contact your security software provider or if you did and they did not answer you or they did not give you a good answer. We gave you the 100% correct answer. Disable the security software and install Sierra Chart again. And if that does not help, then remove the security software completely from your system. And if that is not help, then as a last resort reinstall the operating system and do not install any third-party security software. So who is providing the best support here? Sierra Chart is. That is a 100% fact. Out of all of the people involved in this matter we are giving you the very best support because we are telling you precisely what you need to do ( from our perspective though and within our ability since we do not know anything about that security software and it is not within our support to help with it) 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: 2021-01-28 08:58:35
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| [2021-01-28 09:03:42] |
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Maybe our answer actually has not been correct. Maybe when we say disable or remove the security software after it has already removed or disabled a Sierra Chart file, and then install/update Sierra Chart again, this may not really help and you have to go through some specialized procedure according to the security software you are using to resolve this. But what that procedure is we do not really know. So this is the basic problem. How can we possibly help here? We simply cannot! So what can we conclude here. That the limited help we provided, may not even have been correct and the only thing we could have said is contact your security software provider to resolve the issue you have encountered with the particular Sierra Chart file (Sierra Chart Studies_64.dll) being removed or disabled, and then install Sierra Chart again once that issue is resolved. 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: 2021-01-28 09:06:53
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| [2021-01-28 09:13:29] |
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Here is one thing you can try: -Exit from Sierra Chart. -Delete these files: C:\SierraChart\DownloadedInstallationFiles\SierraChartStudies_64.dll C:\SierraChart\SierraChartStudies_64.dll And then install Sierra Chart again following these instructions: Software Download: Fast Update 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 |
| [2021-01-28 10:27:17] |
| Eisenhower - Posts: 30 |
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I originally brought this up because I was receiving error messages from the Sierra Chart installer, and wanted to know if Sierra Chart could help resolve the error message received from the Sierra Chart installer. I brought it up also because I thought that Sierra Chart Engineering may wish to know about this issue, since I'm sure I'm not the only person affected. Who knows, maybe the security software had good reason to block one of these newly updated files. Anyway, I have since resolved this issue on my own. I just had to clear out the "quarantine" in my Bitdefender security software, reset all my exclusions, temporarily disable my security software and restart my computer. Then it worked. I hope that this is helpful to someone. To Sierra Chart Engineering - you're welcome. |
| [2021-01-28 11:01:29] |
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maybe the security software had good reason to block one of these newly updated files. No definitely not. This is just a false positive and is not really that unusual. Refer to:Software Download: Antivirus/Anti-malware Software Flagging Sierra Chart Installer or other Files as Unsafe/Infected I just had to clear out the "quarantine" in my Bitdefender security software, reset all my exclusions, temporarily disable my security software and restart my computer. Then it worked. Wow that is quite a procedure. It seems as though it should be a lot more simpler where you should be able to select like a log entry related to the file that has been disabled/removed and then allow it. If you really had to reset all of your exclusions and redo them, then something is definitely wrong. Did you really have to do that?And this is really a basic fundamental issue, when there are users who are not very technically competent/experienced, and they face an issue like this, what are they to do? They really just have to hire someone in their area or remotely to get this resolved. And that is something we do not want to get involved with ourselves. The best protection is just to simply avoid anything malicious, which is not hard to do with a basic set of rules, and use the more lightweight protection included with the Windows operating system. Rather than the more involved solutions which create more trouble than they are worth in many cases. So you can see how this false positive created a lot of trouble for many Sierra Chart users. You have to ask yourself, is using that particular security software worth it. We had one user, who lost access to network connectivity within Sierra Chart, and we explained to them that this is a connectivity issue on their side and link them to our thorough documentation on the subject which provides a several items to go through to resolve the issue. Not sure why it had happened, but we think It related to the Sierra Chart DLL file which was regarded as malicious and a security program fully blocked network connectivity from Sierra Chart. They refused to believe the problem and thought they had it all figured out and it was a problem on "the Sierra Chart server" ( which is impossible of course for various reasons which we do not want to go into) , and then accused us of being unprofessional and did not even want to pay us, when we offer to do remote assistance session to help them even though our prices are so low ( clearly acknowledged by them) and that additional cost is very well warranted here. They then proceeded to condemn us even further. We have seen this pattern before. Does it make sense, that when various security program start all of a sudden causing problems two Sierra Chart users who are using those programs, that we then get burdened by the dozens of requests to solve all this for everyone. Of course not. Everyone needs to be self-sufficient, and rely upon those external resources to get the issue resolved if necessary. 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: 2021-01-28 11:16:24
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| [2021-01-28 11:51:37] |
| Eisenhower - Posts: 30 |
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I don't know which part of what I did to resolve the issue was necessary or what was superfluous. I am not at all well versed in these matters and was merely troubleshooting. You told me that I was on my own so I just tried everything I could think of. I'm just glad it worked. But I have been using both Bitdefender and Sierra Chart together for several years and have never had this issue come up before. Why it happened this time is unknown to me. But again, I felt it was worth mentioning because, as I said, I'm sure I'm not the only one affected. Utlimately I think that software compatibility issues are an important matter for any software. If there's friction with the operating system or commonly used security programs, I think developers, engineers, and users should be made aware so that those issues can be resolved. I don't want to have to go through this every time I update Sierra Chart. |
| [2021-01-29 01:36:35] |
| Sawtooth - Posts: 4174 |
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Coming from v2206, I encountered the same error, on two separate computers, one Win7 and one Win10. For virus protection, the Win7 uses MS Security Essentials, and the Win10 uses MS Defender AntiVirus, nothing more. Using the Fast Update, I was only able to update to v2215. Any version later produced the error. Deleting files listed in post #8 did not resolve the issue. Same error when starting SierraChart in Save Mode. Same error after turning off the virus protection. I was able to update both win7 and win10 installations to the current version 2222 by using the zip installer, but I get the same error when using the Fast Update when attempting to update to the pre-release v2224. Log sent from this attempt. |
| [2021-01-29 03:25:33] |
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On a Windows 7 system using Microsoft security essentials, we do not see any detection by this program and nor does the Virus Total website show any of the Sierra Chart executables as being detected as malicious.by Microsoft security essentials So this is very puzzling that you are seeing this and we are not and we have no other reports of this. And Virus Total does not confirm it either. I encountered the same error
We need to know precisely what error you are referring to. It could not be a detection of a particular malicious program.Regarding the installer log, attach it here. It can be privately attached. 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: 2021-01-29 03:26:49
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| [2021-01-29 03:48:57] |
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Utlimately I think that software compatibility issues are an important matter for any software. If there's friction with the operating system or commonly used security programs, I think developers, engineers, and users should be made aware so that those issues can be resolved. I don't want to have to go through this every time I update Sierra Chart. Ok, you need to be aware, that this issue can happen and it is not within the control of Sierra Chart and you should decide whether you want to continue to use bitdefender or not. Since it can happen again.
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 04:28:14] |
| Sawtooth - Posts: 4174 |
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We need to know precisely what error you are referring to. It could not be a detection of a particular malicious program.
Installer log attached.
Regarding the installer log, attach it here. It can be privately attached. |
Attachment Deleted. Private File |
| [2021-01-29 04:48:29] |
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The error you are getting relates to a folder permission issue. Use a completely different folder outside of the Documents folder. Use C:\SierraChart. 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 13:06:34] |
| Sawtooth - Posts: 4174 |
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The error you are getting relates to a folder permission issue.
I've used that folder for years, on both computers. It works on all versions 2215 and earlier.Use a completely different folder outside of the Documents folder. Use C:\SierraChart. So there is a folder permissions issue at the same time, on two computers with different OSs, and only with versions later than 2215? Has something changed on your side? Date Time Of Last Edit: 2021-02-02 18:05:44
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| [2021-01-29 13:30:45] |
| Sawtooth - Posts: 4174 |
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The issue is resolved by manually creating a \Languages folder within the \DownloadedInstallationFiles folder.
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| [2021-01-29 13:47:36] |
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However, still the problem was the installer was denied the ability to create the folder. And no nothing has changed.
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: 2021-01-29 13:48:04
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| [2021-01-29 14:43:51] |
| Sawtooth - Posts: 4174 |
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Use a completely different folder outside of the Documents folder. Use C:\SierraChart.
Is it now required that the \SierraChart folder be at root?
Date Time Of Last Edit: 2021-01-31 14:01:31
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| [2021-01-29 15:12:00] |
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No. Sierra Chart sets no requirement in this regard. All permissions are managed by the operating system. All of this is controllable on your side through operating system folder and file permissions.
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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