Support Board
Date/Time: Sat, 01 Mar 2025 05:43:48 +0000
Unable to load Gold/COMEX charts, but all CME indices load.
View Count: 758
| [2021-09-15 13:56:37] |
| alhajj - Posts: 7 |
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I am unable to pull up a chart or DOM for GC. I have the Denali Data Feed package and it says I have data for Comex also but it will not load anything when I attempt to change the chart symbol to GC.
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| [2021-09-15 15:19:52] |
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We need to know the exact symbol of the chart or trading DOM. First open a chart for that 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: 2021-09-15 15:20:05
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| [2021-09-15 16:00:15] |
| alhajj - Posts: 7 |
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Software version: 2299 64-bit | 2021-09-15 15:57:46.072 Primary Thread ID: 18600 | 2021-09-15 15:57:46.072 Usage end date: 2021-10-15 | 2021-09-15 15:57:46.072 Enabled for: Sierra Chart Historical Data Service. | 2021-09-15 15:57:46.072 Enabled for: Denali Real-Time Exchange Data Feed. | 2021-09-15 15:57:46.072 Enabled for: Delayed Denali Exchange Data Feed. | 2021-09-15 15:57:46.072 Enabled for exchange2: CME (Trading Account Required) | 2021-09-15 15:57:46.072 Enabled for exchange2: CBOT (Trading Account Required) | 2021-09-15 15:57:46.072 Enabled for exchange2: COMEX (Trading Account Required) | 2021-09-15 15:57:46.072 Enabled for exchange2: NYMEX (Trading Account Required) | 2021-09-15 15:57:46.072 Allow Support for Sierra Chart Data Feeds is enabled. | 2021-09-15 15:57:46.072 Current selected Data/Trading service: CQG WebAPI | 2021-09-15 15:57:46.072 Custom symbol settings values: enabled | 2021-09-15 15:57:46.072 Chart Update Interval: 500 | 2021-09-15 15:57:46.072 Intraday Data Storage Time Unit: 1 | 2021-09-15 15:57:46.072 Time Zone: +00:00:00 (UTC+00) | 2021-09-15 15:57:46.072 2021-09-15 15:57:46 Local computer time in UTC | 2021-09-15 15:57:46.072 2021-09-15 15:57:46 Local computer time in SC Time Zone | 2021-09-15 15:57:46.072 2021-09-15 12:52:00 Server time in UTC | 2021-09-15 15:57:46.072 Local computer UTC time and Server UTC time difference: 0 seconds. | 2021-09-15 15:57:46.072 Program path: C:\SierraChart\ | 2021-09-15 15:57:46.072 Data Files path: C:\SierraChart\Data\ | 2021-09-15 15:57:46.072 OS Version Number: 10.0 | 2021-09-15 15:57:46.073 Locale Setting: C | 2021-09-15 15:57:46.073 DLLs: UserContributedStudies_64.dll | 2021-09-15 15:57:46.073 Allowed protected custom studies: | 2021-09-15 15:57:46.073 |
| [2021-09-15 16:02:20] |
| alhajj - Posts: 7 |
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https://gyazo.com/6802557e862dbf3f738961e7e8f57060 this link contains a screenshot of the window when i attempt to change the symbol from RTYZ21 to F.US.GCE
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| [2021-09-15 17:20:33] |
| John - SC Support - Posts: 38292 |
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We need for you to repeat the process to get the Message Log, but this time we need you to open the chart for GC as well. Follow these instructions: 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 We will then determine what the problem is. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-09-16 13:04:37] |
| alhajj - Posts: 7 |
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John, I cannot open the chart. Nothing happens when I click open Intraday Chart for GC, nothing.
Date Time Of Last Edit: 2021-09-16 13:08:59
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| [2021-09-16 14:54:37] |
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We would like to do a quick call and a remote assistance session to see what the issue is. Let us know when is a good time to call.
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 |
| [2021-09-17 14:19:57] |
| alhajj - Posts: 7 |
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Anytime between 12pm-1pm eastern works for me
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| [2021-09-17 16:34:58] |
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We tried calling but there was no answer.
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 |
| [2021-09-21 13:36:29] |
| alhajj - Posts: 7 |
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Are you attempting to reach out via my listed phone number? or Zoom.
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| [2021-09-21 13:47:06] |
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Through the telephone number on your account here: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo We just tried calling again now but no answer. And the mailbox is full. 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: 2021-09-21 13:48:15
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| [2021-09-21 14:53:34] |
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Called user and helped with issue. Charts were opening up, in the main Sierra Chart window which was either minimized or small. Other charts which they were using were detached.
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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