Support Board
Date/Time: Thu, 06 Mar 2025 12:50:18 +0000
Support Package does not support this function or account is..
View Count: 774
| [2022-02-03 15:08:16] |
| User68313 - Posts: 10 |
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Hello, I just updated my Sierra Chart software and now I cannot log in to my account. It says "Support Package does not support this function or account is expired". My account expire on April the 20th, I renew it every 6 months. What is going on? Thank you for your help |
| [2022-02-03 15:54:05] |
| John - SC Support - Posts: 38425 |
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Follow the instructions at the following link to login using the Forced Login option: Sierra Chart - Software Login Instructions: Forced Login For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-02-03 16:13:19] |
| User68313 - Posts: 10 |
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Unfortunately, it didn't do the trick: I still cannot login into my account. I do not get any HTTP communication error, it just says the exact same thing as before: "Support Package does not support this function or account is expired". I closed and re-run Sierra Chart several times but still nothing... |
| [2022-02-03 17:05:48] |
| John - SC Support - Posts: 38425 |
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Can you please get us your message log by following these instructions: 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. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-02-03 17:12:31] |
| User68313 - Posts: 10 |
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Software version: 2351 64-bit | 2022-02-03 11:09:02.273 Primary Thread ID: 1492 | 2022-02-03 11:09:02.273 Usage end date: 2022-04-20 | 2022-02-03 11:09:02.273 Enabled for: Sierra Chart Historical Data Service. | 2022-02-03 11:09:02.273 Enabled for: Delayed Denali Exchange Data Feed. | 2022-02-03 11:09:02.273 Allow Support for Sierra Chart Data Feeds is enabled. | 2022-02-03 11:09:02.273 Current selected Data/Trading service: Rithmic Direct - DTC | 2022-02-03 11:09:02.273 Custom symbol settings values: disabled | 2022-02-03 11:09:02.274 Chart Update Interval: 500 | 2022-02-03 11:09:02.274 Intraday Data Storage Time Unit: 1 | 2022-02-03 11:09:02.274 Time Zone: -06:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2022-02-03 11:09:02.274 2022-02-03 17:09:02 Local computer time in UTC | 2022-02-03 11:09:02.274 2022-02-03 11:09:02 Local computer time in SC Time Zone | 2022-02-03 11:09:02.274 2022-02-03 17:08:09 Server time in UTC | 2022-02-03 11:09:02.274 Local computer UTC time and Server UTC time difference: 1 seconds. | 2022-02-03 11:09:02.274 Program path: C:\SierraChart\ | 2022-02-03 11:09:02.274 Data Files path: C:\SierraChart\Data\ | 2022-02-03 11:09:02.274 OS Version Number: 10.0 | 2022-02-03 11:09:02.276 Locale Setting: C | 2022-02-03 11:09:02.276 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll | 2022-02-03 11:09:02.279 Allowed protected custom studies: | 2022-02-03 11:09:02.279 Connect to Data Feed | Service Package does not support this function or account is expired. Select 'Help >> Account Control Panel' for account management. | 2022-02-03 11:09:45.154 * |
| [2022-02-03 17:40:33] |
| John - SC Support - Posts: 38425 |
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You are connecting to Rithmic and to do this you need to be on Package 10, 11, or 12. We have set your account to evaluate Package 12 for the next 30 days, so you should be able to connect now. Just keep in mind that before the 30 are up, you will need to change your package to 10, 11, or 12 (since you are on package 3 now, package 10 would be the equivalent). -- To change your Sierra Chart Service Package, select "Help >> Account Control Panel" on the Sierra Chart program menu. On the displayed webpage, click on the "Set Service Package for Renewal" link. Or go to this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation You will need to login if you are not currently logged in. In the "Available Services >> Choose Usage Time Service Package" frame, select the Service Package that you want to set your account to. Press the "Set" button. The remaining service usage time on your account will be adjusted based upon the cost of the package you are changing to. If the new package is a higher-priced package, then the usage time will be reduced due to the higher price. There is no charge for changing your Sierra Chart service package. Only your Sierra Chart account usage time ending date is adjusted. When changing between Sierra Chart Service Packages, the usage time ending date on your Sierra Chart account is adjusted based upon the price differences between the package you are changing from and the package you are changing to. When changing to a higher priced package, your usage time ending date will be brought back closer in time. When changing to a lower-priced package, your usage time ending date will be brought forward further out in time. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-02-03 17:53:39] |
| User68313 - Posts: 10 |
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I am sorry but it still won't connect, it keeps on "waiting to reconnect". I read Rithmic Direct DTC now but it won't connect.. Ok, I will change the package accordingly then, once I am able to log back in. |
| [2022-02-03 17:57:24] |
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To use Rithmic it requires Service Package 10 or higher. ---- Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Connect to the data feed: Select "File >> Disconnect" Select "File >> Connect to Data Feed" 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: 2022-02-03 17:58:27
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| [2022-02-03 18:01:03] |
| User68313 - Posts: 10 |
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Software version: 2351 64-bit | 2022-02-03 11:59:39.414 Primary Thread ID: 13532 | 2022-02-03 11:59:39.414 Usage end date: 2022-04-20 | 2022-02-03 11:59:39.414 Enabled for: Advanced Features 2. | 2022-02-03 11:59:39.414 Enabled for: Sierra Chart Historical Data Service. | 2022-02-03 11:59:39.414 Enabled for: Denali Real-Time Exchange Data Feed. | 2022-02-03 11:59:39.414 Enabled for: Delayed Denali Exchange Data Feed. | 2022-02-03 11:59:39.414 Enabled for exchange2: fairx_exchange.data | 2022-02-03 11:59:39.414 Allow Support for Sierra Chart Data Feeds is enabled. | 2022-02-03 11:59:39.414 Current selected Data/Trading service: Rithmic Direct - DTC | 2022-02-03 11:59:39.414 Custom symbol settings values: disabled | 2022-02-03 11:59:39.414 Chart Update Interval: 500 | 2022-02-03 11:59:39.414 Intraday Data Storage Time Unit: 1 | 2022-02-03 11:59:39.414 Time Zone: -06:00:00 (CST-06CDT+01,M3.2.0/02:00,M11.1.0/02:00) | 2022-02-03 11:59:39.414 2022-02-03 17:59:39 Local computer time in UTC | 2022-02-03 11:59:39.414 2022-02-03 11:59:39 Local computer time in SC Time Zone | 2022-02-03 11:59:39.414 2022-02-03 17:46:20 Server time in UTC | 2022-02-03 11:59:39.414 Local computer UTC time and Server UTC time difference: 0 seconds. | 2022-02-03 11:59:39.414 Program path: C:\SierraChart\ | 2022-02-03 11:59:39.414 Data Files path: C:\SierraChart\Data\ | 2022-02-03 11:59:39.414 OS Version Number: 10.0 | 2022-02-03 11:59:39.416 Locale Setting: C | 2022-02-03 11:59:39.416 DLLs: UserContributedStudies.dll, UserContributedStudies_64.dll | 2022-02-03 11:59:39.418 Allowed protected custom studies: | 2022-02-03 11:59:39.419 Rithmic Direct - DTC | Using server connection: | 2022-02-03 11:59:52.515 Rithmic Direct - DTC | Remote address is not set. | 2022-02-03 11:59:52.515 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2022-02-03 11:59:52.515 Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 11:59:52.515 DTC Client socket (0) | CloseSocket call. | 2022-02-03 11:59:52.519 Rithmic Direct - DTC | Disconnected. | 2022-02-03 11:59:52.520 Will reconnect to the server in 4.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 11:59:52.520 Rithmic Direct - DTC | Using server connection: | 2022-02-03 11:59:56.521 Rithmic Direct - DTC | Remote address is not set. | 2022-02-03 11:59:56.521 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2022-02-03 11:59:56.521 Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 11:59:56.521 DTC Client socket (0) | CloseSocket call. | 2022-02-03 11:59:56.537 Rithmic Direct - DTC | Disconnected. | 2022-02-03 11:59:56.537 Will reconnect to the server in 4.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 11:59:56.537 Rithmic Direct - DTC | Using server connection: | 2022-02-03 12:00:00.525 Rithmic Direct - DTC | Remote address is not set. | 2022-02-03 12:00:00.525 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2022-02-03 12:00:00.525 Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:00.525 DTC Client socket (0) | CloseSocket call. | 2022-02-03 12:00:00.540 Rithmic Direct - DTC | Disconnected. | 2022-02-03 12:00:00.540 Will reconnect to the server in 4.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:00.541 Rithmic Direct - DTC | Using server connection: | 2022-02-03 12:00:04.545 Rithmic Direct - DTC | Remote address is not set. | 2022-02-03 12:00:04.545 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2022-02-03 12:00:04.545 Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:04.545 DTC Client socket (0) | CloseSocket call. | 2022-02-03 12:00:04.567 Rithmic Direct - DTC | Disconnected. | 2022-02-03 12:00:04.570 Will reconnect to the server in 4.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:04.571 Rithmic Direct - DTC | Using server connection: | 2022-02-03 12:00:08.565 Rithmic Direct - DTC | Remote address is not set. | 2022-02-03 12:00:08.565 Error connecting to Data or Trading service. For help with this issue, press the 'Send For Analysis' button on this window. | 2022-02-03 12:00:08.566 Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:08.566 DTC Client socket (0) | CloseSocket call. | 2022-02-03 12:00:08.580 Rithmic Direct - DTC | Disconnected. | 2022-02-03 12:00:08.580 Will reconnect to the server in 4.0 seconds. Select 'File >> Disconnect' to prevent further connection attempts. | 2022-02-03 12:00:08.580 File >> Disconnect selected. | 2022-02-03 12:00:09.385 DTC Client socket (0) | CloseSocket call. | 2022-02-03 12:00:09.385 Rithmic Direct - DTC | Disconnected. | 2022-02-03 12:00:09.385 |
| [2022-02-04 11:59:36] |
| User68313 - Posts: 10 |
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Hi there, Any clues as to what the problem might be? I am currently on a Evaluate Package 12 courtesy of John but I still cannot log in. I think the Rithmic server settings were reset with the update. I would like to be up and running before the Chicago "open" in about 2 hours. Regards |
| [2022-02-04 12:33:07] |
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You need to configure the Rithmic settings as explained here: Rithmic Trading Platform Service: Setup Instructions 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 |
| [2022-02-04 13:04:05] |
| User68313 - Posts: 10 |
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Guys, I am ever so thankful to you all: it's all good and running and so glad I decided back then to choose you. Thank you all again very much! Regards |
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