Support Board
Date/Time: Tue, 25 Feb 2025 23:11:41 +0000
Issue with Receiving Data
View Count: 893
| [2021-04-25 23:51:13] |
| User584743 - Posts: 10 |
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I am an account holder with you. I trade through AMPFutures but my data comes from you. I have ot been able to receive any data from you but everythung on my account is paid. i have looked for customer service numbers and i can not find one. Can someone please help thank you.
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| [2021-04-25 23:53:19] |
| Sierra_Chart Engineering - Posts: 18565 |
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In order for us to determine what the problem is we need to see the Message Log. Follow the instructions below. Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog ---- Unrelated: You do have a lot of different exchange fees active on your account. We deactivated all of them except for one of them: The Full CME Group with Market Depth. We need to know what symbols you need real-time data for and whether you require market depth data and we will activate the appropriate exchanges for you. 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 Date Time Of Last Edit: 2021-04-25 23:54:40
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| [2021-04-28 14:35:38] |
| User584743 - Posts: 10 |
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The only data I need is real time data for the RTH Session/Globex session. I trade $ES, $NQ, $RTY, $GC mainly. Thank you
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| [2021-04-28 15:56:58] |
| John - SC Support - Posts: 38172 |
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First, are you still having any issues, and if so what exactly is happening? ------------------ With regards to the data, do you need the Market Depth data? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-05-02 22:58:08] |
| User584743 - Posts: 10 |
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Yes its says that i have no real time data enabled .When i open my charts, dom, etc.. T receive no orderflow. I trade Sunday-Friday. RTT/Globlex all i need is rea time data for both session of $ES, $NQ, $RTY.
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| [2021-05-03 00:43:20] |
| Sierra_Chart Engineering - Posts: 18565 |
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The symbols you are quoting are definitely not valid symbols. We need you to open a chart using File >> Find Symbol >> Futures. Locate the symbol you need. Instructions: File Menu: Find Symbol (File) And then we need to see the Message Log. Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog 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 Date Time Of Last Edit: 2021-05-03 00:43:40
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| [2021-05-03 01:27:06] |
| User584743 - Posts: 10 |
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I understand those are not actual symbols. I am just stating what I trade. I trade the Emini, Tech, Gold and the Russell. When I use to find symbol, I get an error. No matter what month of contract I choose from the list, I receive a prompt "The symbol is not unknown. No real time data for this instrument is allowed."
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| [2021-05-03 01:31:51] |
| User584743 - Posts: 10 |
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Duplicate active chart gives me an infinite loop. I can click the button all day long but no chart appears.
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| [2021-05-03 01:36:08] |
| Sierra_Chart Engineering - Posts: 18565 |
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Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Reconnect to the data feed: File Menu: Procedure to Reconnect to the Data and Trade Servers After about 30 seconds, provide a copy of the Message Log following these instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#MessageLog --- Duplicate active chart gives me an infinite loop. Not sure exactly what is happening. There must be something about your chart and study configuration triggering the issue. Avoid doing this and refer to this help topic:High CPU Usage | Inactive User Interface | Poor Performance | Long Time to Load Chart Data | Charts Reloading Often: 30.9 References to Other Charts / Continuous Full Recalculation of Charts 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 |
| [2021-05-04 13:49:53] |
| User584743 - Posts: 10 |
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The information below is the message log before it was cleared. Software version: 2247 64-bit | 2021-05-04 09:46:18.466 Primary Thread ID: 8248 | 2021-05-04 09:46:18.466 Usage end date: 2021-05-21 | 2021-05-04 09:46:18.466 Enabled for: Sierra Chart Historical Data Service. | 2021-05-04 09:46:18.466 Enabled for: Denali Real-Time Exchange Data Feed. | 2021-05-04 09:46:18.466 Enabled for: Delayed Denali Exchange Data Feed. | 2021-05-04 09:46:18.466 Enabled for exchange2: CME (Trading Account Required) | 2021-05-04 09:46:18.466 Enabled for exchange2: CBOT (Trading Account Required) | 2021-05-04 09:46:18.466 Enabled for exchange2: COMEX (Trading Account Required) | 2021-05-04 09:46:18.466 Enabled for exchange2: NYMEX (Trading Account Required) | 2021-05-04 09:46:18.466 Allow Support for Sierra Chart Data Feeds is enabled. | 2021-05-04 09:46:18.466 Current selected Data/Trading service: CQG WebAPI | 2021-05-04 09:46:18.466 Custom symbol settings values: enabled | 2021-05-04 09:46:18.466 Chart Update Interval: 500 | 2021-05-04 09:46:18.466 Intraday Data Storage Time Unit: 1 | 2021-05-04 09:46:18.466 Time Zone: -04:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2021-05-04 09:46:18.466 2021-05-04 13:46:18 Local computer time in UTC | 2021-05-04 09:46:18.466 2021-05-04 09:46:18 Local computer time in SC Time Zone | 2021-05-04 09:46:18.466 2021-05-04 13:41:42 Server time in UTC | 2021-05-04 09:46:18.466 Local computer UTC time and Server UTC time difference: 231 seconds. | 2021-05-04 09:46:18.466 Notice: Your computer's clock is off by 231 seconds. For help with this, press the 'Send for Analysis' button. | 2021-05-04 09:46:18.466 Program path: C:\SierraChart\ | 2021-05-04 09:46:18.466 Data Files path: C:\SierraChart\Data\ | 2021-05-04 09:46:18.466 OS Version Number: 10.0 | 2021-05-04 09:46:18.466 Locale Setting: C | 2021-05-04 09:46:18.466 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll | 2021-05-04 09:46:18.467 Allowed protected custom studies: | 2021-05-04 09:46:18.467 File >> Disconnect selected. | 2021-05-04 09:48:37.016 CQG WebAPI | Sending Web API Logoff message. | 2021-05-04 09:48:37.016 CQG WebSocket socket (1) | CloseSocket call. | 2021-05-04 09:48:37.016 CQG WebSocket | WebSocket closed. | 2021-05-04 09:48:37.016 CQG WebAPI | WebSocket closed. | 2021-05-04 09:48:37.016 CQG WebAPI | Disconnected. | 2021-05-04 09:48:37.016 CQG WebSocket socket (1) | Write in progress. Shutdown being delayed. PendingSize=0 | 2021-05-04 09:48:37.016 CQG WebSocket socket (1) | Write has completed. Shutdown being performed. | 2021-05-04 09:48:37.047 CQG WebSocket socket (1) | Shutdown started. Waiting for graceful close. | 2021-05-04 09:48:37.047 CQG WebAPI | Connecting to server api.cqg.com | 2021-05-04 09:49:38.701 CQG WebSocket | Connecting to WebSocket server api.cqg.com:443 | 2021-05-04 09:49:38.701 CQG WebSocket socket (2) | Creating socket. Using TLS 1.2. | 2021-05-04 09:49:38.702 CQG WebSocket socket (2) | New receive buffer size: 5242880 | 2021-05-04 09:49:38.702 CQG WebSocket socket (2) | Connecting to IP: 208.48.16.35. | 2021-05-04 09:49:38.702 CQG WebSocket | Opening WebSocket. | 2021-05-04 09:49:38.735 CQG WebSocket | Sending WebSocket handshake. | 2021-05-04 09:49:38.735 CQG WebSocket | Server header | HTTP/1.1 101 Switching Protocols | 2021-05-04 09:49:38.841 CQG WebSocket | Server header | Connection: upgrade | 2021-05-04 09:49:38.841 CQG WebSocket | Server header | Sec-WebSocket-Accept: G+ger8fEeBjP9nkSgrwRDg0CkQY= | 2021-05-04 09:49:38.841 CQG WebSocket | Server header | Server: WebSocket++/0.7.0 | 2021-05-04 09:49:38.841 CQG WebSocket | Server header | Upgrade: websocket | 2021-05-04 09:49:38.841 CQG WebSocket | Server header | | 2021-05-04 09:49:38.841 CQG WebSocket | Web socket state is now open. | 2021-05-04 09:49:38.841 CQG WebAPI | WebSocket connected. | 2021-05-04 09:49:38.841 CQG WebAPI | Sending market data logon message. | 2021-05-04 09:49:38.841 CQG WebAPI | Base Time: 2021-05-02T16:06:14. 2021-05-02 16:06:14 | 2021-05-04 09:49:39.011 CQG WebAPI | Logon successful. Session Token = WrB1wRZOit6c6e/IWvHj95nJSV3WZ5MqhUmpovWLRucFclTUwcpn12BZ8dPQzDaN+krjBWEHEao | 2021-05-04 09:49:39.011 CQG WebAPI | Connected to server complete. | 2021-05-04 09:49:39.011 Triggering next historical data download in queue. | 2021-05-04 09:49:39.011 Triggering next historical data download in queue. | 2021-05-04 09:49:39.011 Triggering next historical data download in queue. | 2021-05-04 09:49:39.011 Triggering next historical data download in queue. | 2021-05-04 09:49:39.011 Updated verified funded futures trading account ending date to: 2021-06-03 13:49:39 | 2021-05-04 09:49:39.011 CQG WebAPI | Sending Trade Accounts request message. | 2021-05-04 09:49:39.011 No download requests in the queue to start downloads for. | 2021-05-04 09:49:39.012 No download requests in the queue to start downloads for. | 2021-05-04 09:49:39.012 No download requests in the queue to start downloads for. | 2021-05-04 09:49:39.012 No download requests in the queue to start downloads for. | 2021-05-04 09:49:39.012 CQG WebAPI | Brokerage name: AMP3. Account Name: 119050 | 2021-05-04 09:49:39.093 CQG WebAPI | Sending collateral subscribe request. | 2021-05-04 09:49:39.093 CQG WebAPI | Sending positions subscribe request. RequestID: 819187 | 2021-05-04 09:49:44.012 CQG WebAPI | Sending orders subscribe request. RequestID: 819188 | 2021-05-04 09:49:44.012 CQG WebSocket socket (1) | Timed out waiting for shutdown. Performing an immediate socket close. | 2021-05-04 09:50:58.034 CQG WebSocket socket (1) | Closed. | 2021-05-04 09:50:58.034 CQG WebSocket socket (1) | Deleting network socket now after delay. | 2021-05-04 09:51:28.042 |
| [2021-05-04 13:56:09] |
| User584743 - Posts: 10 |
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This is the message log after it was cleared Software version: 2247 64-bit | 2021-05-04 09:54:03.141 Primary Thread ID: 8248 | 2021-05-04 09:54:03.141 Usage end date: 2021-05-21 | 2021-05-04 09:54:03.141 Enabled for: Sierra Chart Historical Data Service. | 2021-05-04 09:54:03.141 Enabled for: Denali Real-Time Exchange Data Feed. | 2021-05-04 09:54:03.141 Enabled for: Delayed Denali Exchange Data Feed. | 2021-05-04 09:54:03.141 Enabled for exchange2: CME (Trading Account Required) | 2021-05-04 09:54:03.141 Enabled for exchange2: CBOT (Trading Account Required) | 2021-05-04 09:54:03.141 Enabled for exchange2: COMEX (Trading Account Required) | 2021-05-04 09:54:03.141 Enabled for exchange2: NYMEX (Trading Account Required) | 2021-05-04 09:54:03.141 Allow Support for Sierra Chart Data Feeds is enabled. | 2021-05-04 09:54:03.141 Current selected Data/Trading service: CQG WebAPI | 2021-05-04 09:54:03.141 Custom symbol settings values: enabled | 2021-05-04 09:54:03.141 Chart Update Interval: 500 | 2021-05-04 09:54:03.141 Intraday Data Storage Time Unit: 1 | 2021-05-04 09:54:03.141 Time Zone: -04:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2021-05-04 09:54:03.141 2021-05-04 13:54:03 Local computer time in UTC | 2021-05-04 09:54:03.141 2021-05-04 09:54:03 Local computer time in SC Time Zone | 2021-05-04 09:54:03.141 2021-05-04 13:41:42 Server time in UTC | 2021-05-04 09:54:03.141 Local computer UTC time and Server UTC time difference: 231 seconds. | 2021-05-04 09:54:03.141 Notice: Your computer's clock is off by 231 seconds. For help with this, press the 'Send for Analysis' button. | 2021-05-04 09:54:03.141 Program path: C:\SierraChart\ | 2021-05-04 09:54:03.141 Data Files path: C:\SierraChart\Data\ | 2021-05-04 09:54:03.141 OS Version Number: 10.0 | 2021-05-04 09:54:03.141 Locale Setting: C | 2021-05-04 09:54:03.141 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll | 2021-05-04 09:54:03.141 Allowed protected custom studies: | 2021-05-04 09:54:03.141 |
| [2021-05-04 15:26:20] |
| John - SC Support - Posts: 38172 |
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We need some additional information from the Message Log. Follow these instructions, which have you open a chart for one of the symbols you are having an issue with: Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Open a chart for the symbol you have an issue with. Tell us that symbol of the chart. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 seconds, provide a copy of the Message Log following these instructions: 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 |
| [2021-05-04 18:36:42] |
| User584743 - Posts: 10 |
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I am not sure what happened but i am receiving data now. I have no mobile data with CQG but everything else works. I notice a few messages back that I have a lot of active subscriptions. The only data I need is for Emini, NQ and Gold. How can I make sure that I am only subscribed to data feeds that support that data.
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| [2021-05-04 20:03:58] |
| John - SC Support - Posts: 38172 |
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Right now you have the following exchange activated: - Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts ($31.20) If you need Market Depth data and you only need the data for E-Mini S&P 500 (ES), E-Mini Nasdaq (NQ), and Gold (GC), then you could save a little bit of money by activating the following exchanges instead: - CME with Market Depth for nonprofessional Trading accounts ($10.40) - COMEX with Market Depth for nonprofessional Trading accounts ($10.40) If you also want to have real-time data for the rest of the CME Group but without market depth, then you could also add the following: - Full CME Group (CME, CBOT, COMEX, NYMEX) for nonprofessional Trading accounts ($3.25) -------------------- If you decide to make this change, then you need to wait until next month. Here are the steps to take: 1. At any time prior to May 31, 2021 go to the following page and select the button for Deactivate for the Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts exchange. https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed This will just set the exchange to not renew, it will not stop the data. You will continue to get the data through the remainder of the month. 2. On June 1, 2021 go to the same page again for the exchanges, and activate the exchanges that you want to use. Make sure you have enough funds in your account to pay for these exchanges. https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-05-05 11:32:31] |
| User584743 - Posts: 10 |
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Thank you for the help. One more question, would I have to get directly through CQG for mobile??
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| [2021-05-05 14:32:56] |
| John - SC Support - Posts: 38172 |
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would I have to get directly through CQG for mobile??
Yes, you would have to work with CQG to get their mobile capability. We do have a web-based portal for users on the Sierra Chart Order Routing service. So if you were to change brokers and go to that service, then you could use the portal that we have available. You will find more information on this here: Sierra Chart / Trading Technologies Futures Order Routing Service For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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