Support Board
Date/Time: Fri, 28 Feb 2025 09:47:46 +0000
My account is not working again.
View Count: 507
| [2021-08-09 17:06:03] |
| dc2uh - Posts: 25 |
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I have no idea why but once again my account is not working. It worked fine last week and nothing changed. Please fix
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| [2021-08-09 17:41:11] |
| John - SC Support - Posts: 38259 |
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What exactly do you mean by "not working". We need more information. Are you having a problem getting logged into the Sierra Chart software? Are you not getting data? Something else?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-08-09 20:35:31] |
| dc2uh - Posts: 25 |
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It keeps saying that it cant get market depth information and that the symbol is incorrect
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| [2021-08-09 22:07:49] |
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Open a chart for one of the symbols, tell us which symbol, and then 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 We will then determine what the problem is. 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: 2021-08-09 22:07:58
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| [2021-08-16 00:57:29] |
| dc2uh - Posts: 25 |
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Software version: 2292 64-bit | 2021-08-15 19:56:17.585 Primary Thread ID: 15040 | 2021-08-15 19:56:17.585 Usage end date: 2021-10-03 | 2021-08-15 19:56:17.585 Enabled for: Advanced Features 2. | 2021-08-15 19:56:17.585 Enabled for: Sierra Chart Historical Data Service. | 2021-08-15 19:56:17.585 Enabled for: Denali Real-Time Exchange Data Feed. | 2021-08-15 19:56:17.585 Enabled for: Delayed Denali Exchange Data Feed. | 2021-08-15 19:56:17.585 Enabled for exchange2: CME (Trading Account Required) | 2021-08-15 19:56:17.585 Enabled for exchange2: CBOT (Trading Account Required) | 2021-08-15 19:56:17.585 Enabled for exchange2: COMEX (Trading Account Required) | 2021-08-15 19:56:17.585 Enabled for exchange2: NYMEX (Trading Account Required) | 2021-08-15 19:56:17.585 Allow Support for Sierra Chart Data Feeds is enabled. | 2021-08-15 19:56:17.585 Current selected Data/Trading service: Trading Evaluator | 2021-08-15 19:56:17.585 Custom symbol settings values: disabled | 2021-08-15 19:56:17.585 Chart Update Interval: 500 | 2021-08-15 19:56:17.586 Intraday Data Storage Time Unit: 0 | 2021-08-15 19:56:17.586 Time Zone: -05:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2021-08-15 19:56:17.586 2021-08-16 00:56:17 Local computer time in UTC | 2021-08-15 19:56:17.586 2021-08-15 19:56:17 Local computer time in SC Time Zone | 2021-08-15 19:56:17.586 2021-08-16 00:52:28 Server time in UTC | 2021-08-15 19:56:17.586 Local computer UTC time and Server UTC time difference: 1 seconds. | 2021-08-15 19:56:17.586 Program path: C:\SierraChart\ | 2021-08-15 19:56:17.586 Data Files path: C:\SierraChart\Data\ | 2021-08-15 19:56:17.586 OS Version Number: 10.0 | 2021-08-15 19:56:17.586 Locale Setting: C | 2021-08-15 19:56:17.586 DLLs: ComparativeVolume.dll, UserContributedStudies.dll, UserContributedStudies_64.dll | 2021-08-15 19:56:17.587 Allowed protected custom studies: | 2021-08-15 19:56:17.587 Trading Evaluator | Connecting to the server tradesimulation2.sierracharts.com. Port 11096 | 2021-08-15 19:56:22.466 DTC Client socket (1) | Creating socket. Using TLS 1.2. | 2021-08-15 19:56:22.497 DTC Client socket (1) | New receive buffer size: 5242880 | 2021-08-15 19:56:22.497 DTC Client socket (1) | Connecting to IP: 192.81.56.146. | 2021-08-15 19:56:22.497 Trading Evaluator | Network connection to server complete. | 2021-08-15 19:56:22.558 Trading Evaluator | Starting socket receive thread. | 2021-08-15 19:56:22.558 Trading Evaluator | Sending encoding request to server: Binary VLS. Compression: none | 2021-08-15 19:56:22.558 Trading Evaluator | Setting DTC encoding to Binary VLS | 2021-08-15 19:56:22.782 Trading Evaluator | Sending logon request message. | 2021-08-15 19:56:22.782 Trading Evaluator | Received logon response. | 2021-08-15 19:56:23.369 Trading Evaluator | Server Name: SC DTC Server. Build=38611. | 2021-08-15 19:56:23.369 Trading Evaluator | Server protocol version: 8. Client protocol version: 8 | 2021-08-15 19:56:23.369 Trading Evaluator | Successfully connected. Connected to SC DTC Protocol server. Service=tradesimulation.dtctrading|SymbolSettings=tradesimulation.dtctrading. | 2021-08-15 19:56:23.369 Trading Evaluator | Trading is supported. | 2021-08-15 19:56:23.369 Trading Evaluator | Order cancel and replace is supported. | 2021-08-15 19:56:23.369 Trading Evaluator | OCO Orders supported. | 2021-08-15 19:56:23.369 Trading Evaluator | Bracket Orders supported. | 2021-08-15 19:56:23.369 Trading Evaluator | Connected to server complete. | 2021-08-15 19:56:23.369 Triggering next historical data download in queue. | 2021-08-15 19:56:23.370 Triggering next historical data download in queue. | 2021-08-15 19:56:23.370 Triggering next historical data download in queue. | 2021-08-15 19:56:23.370 Triggering next historical data download in queue. | 2021-08-15 19:56:23.370 Notice: Not connected to Live trading account to receive CME realtime futures data at non-professional fees. | 2021-08-15 19:56:23.370 No download requests in the queue to start downloads for. | 2021-08-15 19:56:23.381 No download requests in the queue to start downloads for. | 2021-08-15 19:56:23.381 No download requests in the queue to start downloads for. | 2021-08-15 19:56:23.381 No download requests in the queue to start downloads for. | 2021-08-15 19:56:23.381 Trading Evaluator | Starting real-time market data updates for: ESU21. ID: 1 | 2021-08-15 19:56:23.382 Trading Evaluator | Requesting security definition data for: ESU21. ID: 1 | 2021-08-15 19:56:23.382 Added historical Intraday data request for ESU21 to the queue. | 2021-08-15 19:56:23.382 Intraday data recording state for symbol ESU21 is set to download 'Pending'. | 2021-08-15 19:56:23.382 Triggering next historical data download in queue. | 2021-08-15 19:56:23.382 Delaying start of download for ESU21 | 2021-08-15 19:56:23.392 Symbol Error - ESU21 is unknown, unavailable, or improperly formatted. Market data requests not allowed | 2021-08-15 19:56:23.468 Trading Evaluator | Received security definition for symbol ESU21 | 2021-08-15 19:56:23.479 HD Request # 4 | Downloading Intraday chart data for ESU21 to the file ESU21.scid. Service: cme | 2021-08-15 19:56:23.824 HD Request # 4 | Download start date-time: 2021-08-15 19:45:11.000000. File last date-time: 2021-08-15 19:45:11.001000 | 2021-08-15 19:56:23.824 HD Request # 4 | Using server: ds21.sierracharts.com port 10149 | 2021-08-15 19:56:23.824 Socket (2) | Creating socket. | 2021-08-15 19:56:23.824 Socket (2) | New receive buffer size: 5242880 | 2021-08-15 19:56:23.824 Socket (2) | Connecting to IP: 216.1.90.129. | 2021-08-15 19:56:23.824 HD Request # 4 | Setting DTC encoding to Binary VLS | 2021-08-15 19:56:23.926 HD Request # 4 | Sending historical data logon request message. | 2021-08-15 19:56:23.926 HD Request # 4 | Requesting Intraday data. Start date-time: 2021-08-15 19:45:11. Record interval: 0. Symbol: ESU21 | 2021-08-15 19:56:24.442 HD Request # 4 | Decompressing data. | 2021-08-15 19:56:24.505 HD Request # 4 | Receiving Intraday data for ESU21 starting at 2021-08-15 19:45:11.001000 | 2021-08-15 19:56:24.505 Socket (2) | CloseSocket call. | 2021-08-15 19:56:24.505 Socket (2) | Shutdown started. Waiting for graceful close. | 2021-08-15 19:56:24.505 Historical data download thread signaled to stop. | 2021-08-15 19:56:24.505 HD Request # 4 | Timestamp of first Intraday data file record written: 2021-08-15 19:45:18.164000 | 2021-08-15 19:56:24.505 HD Request # 4 | Received 103 Intraday data records from 2021-08-15 19:45:11.001000 to 2021-08-15 19:46:16.074000 (65.1 seconds) and wrote 102 records for ESU21 | 2021-08-15 19:56:24.506 HD Request # 4 | Add time&sales data | Remembered last file record date-time: 2021-08-16 00:46:16.074000 | 2021-08-15 19:56:24.506 HD Request # 4 | Completion time: 1s | 2021-08-15 19:56:24.506 HD Request # 4 | Intraday data download complete for ESU21. Unique request ID: 4 | 2021-08-15 19:56:24.506 Removing historical data download ID 4. | 2021-08-15 19:56:24.506 Real-time Intraday chart data file updates started for ESU21 | 2021-08-15 19:56:24.506 Intraday chart data file opened for ESU21 | 2021-08-15 19:56:24.506 HD Request # 4 | Enabling Intraday chart updating for symbol. | 2021-08-15 19:56:24.506 Triggering next historical data download in queue. | 2021-08-15 19:56:24.506 No download requests in the queue to start downloads for. | 2021-08-15 19:56:24.506 Socket (2) | Socket gracefully closed by remote side. | 2021-08-15 19:56:24.570 Socket (2) | Closed. | 2021-08-15 19:56:24.571 Requesting market depth updates for: ESU21 if supported. | 2021-08-15 19:56:28.376 Symbol Error - ESU21 is unknown, unavailable, or improperly formatted. Market depth requests not allowed | 2021-08-15 19:56:28.441 |
| [2021-08-16 06:10:31] |
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This is the issue: Notice: Not connected to Live trading account to receive CME realtime futures data at non-professional fees. | 2021-08-15 19:56:23.370 The reason you are not getting real-time data from the CME Group of exchanges is that you activated the Non-Professional exchange fees, but you have not verified in the last month that you have a live, funded, futures trading account, which the CME needs in order to allow you data at the lower priced fees. Refer to the following for instructions on how to connect once a month to your *live funded* trading account to qualify for the lower-priced exchange fees: Real-Time Exchange Data Feeds Available From Sierra Chart: Connecting Only Once a Month to Trading Account to Support CME Group Exchange Fees If you do not have a funded trading account or one with a supported trading service, then refer to this solution: Easy Solution to CME Funded Trading Account Requirement We recommend using the above solution in any case to avoid this problem in the future. 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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