Support Board
Date/Time: Sun, 09 Mar 2025 20:30:23 +0000
Sierra Chart Shut Down Randomly yesterday while trading then immediately on restart
View Count: 884
| [2022-03-10 15:00:39] |
| User31947 - Posts: 10 |
|
I went through all the steps recommended in support documents including placing all the Dlls in a backup folder, which didn't help, then reinstalled a new download with the current version which didn't help. I also tried installing a previous version of SC and when that didn't work tried the prerelease version. Sierra chart shuts down immediately on start up, so I can't even get to view the message log. Please advise.
|
| [2022-03-10 16:14:45] |
| John - SC Support - Posts: 38516 |
|
Typically when this is occurring, it is because your Anti-Virus software is thinking there is an issue with our software and is blocking it. If this is the case, then you will need to add an "Exception" for the Sierra Chart software (program name is SierraChart_64.exe). We can not tell you how to add an exception, as each anti-virus is different. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-10 16:27:55] |
| 1+1=10 - Posts: 270 |
|
User31947, It is also recommended to add an exception for the whole SC folder, such as: C:\SierraChart\ This way as SC writes to and from the data/trade/other files within that folder the Anti-virus software won't try to interfere. |
| [2022-03-10 18:44:53] |
| User31947 - Posts: 10 |
|
I placed the sierrachart folder and the sierrachart_64.exe in the AV exceptions, but the program immediately shuts down on startup. Sierra Chart was functioning well prior to yesterday, when random shutdowns occurred. Afterwards the program doesn't even start. What next please? Thanks.
|
| [2022-03-10 18:52:12] |
| John - SC Support - Posts: 38516 |
|
When exactly is the shutdown occurring? Are you able to get the Login window, or is that not even showing up? Have you rebooted your computer recently? If no, be sure to do this first and then try to start the program again. If you know how to open a Command Prompt window, then please open one and go to the Sierra Chart directory and run the software directly from there. Let us know if there is any message in the Command window and what it states. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-10 19:38:59] |
| User31947 - Posts: 10 |
|
Login window shows. SC platforms starts to open for a minute, but before any connection occurs, SC just disappears. This occurs before I'm able to open the message log or do anything. I've rebooted multiple times without any effect. I shut down computer totally every night. I will see what CMD shows. Should CMD be run as administrator?
|
| [2022-03-10 20:01:46] |
| User31947 - Posts: 10 |
|
What is the command to get to the directory? I keep getting SierraChart not found. Can someone please assist me in getting SierraChart to function. Is Anthony available?
|
| [2022-03-10 21:45:12] |
| John - SC Support - Posts: 38516 |
|
Do not worry about using the Command Prompt. Let us know a time that we can call and connect to see what is occurring. And make sure you phone number is correct at this link: https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-10 22:28:06] |
| |
|
Try installing Sierra Chart into a different folder on your computer and see if that resolves the problem. Do not move an existing installation, install a new installation. 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 |
| [2022-03-11 00:23:29] |
| User31947 - Posts: 10 |
|
Call at 7:30 pm
|
| [2022-03-11 14:37:01] |
| John - SC Support - Posts: 38516 |
|
Sorry, we were not available at that time. Please let us know if there is a time during the day today we can call (Friday March 11).
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-11 14:53:07] |
| User31947 - Posts: 10 |
|
The best time for me today is 3:00-3:30 pm EST. I'm trading on another platform till then.
|
| [2022-03-11 16:19:43] |
| John - SC Support - Posts: 38516 |
|
Ok. We will give you a call at 3:00pm EST today. Just be aware that we call using Skype, so the incoming call may show as Spam and/or not have a Caller ID. Be sure to pick up at that time regardless of what the incoming caller is showing. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-11 19:59:26] |
| User31947 - Posts: 10 |
|
John did you just call? Spam call came in. Gert them all day, so didn't pick up. Just saw above post.
|
| [2022-03-11 20:46:57] |
| John - SC Support - Posts: 38516 |
|
Talked with customer. There is an issue with a chartbook and a 3rd party study, as he is able to open the chartbook in Safe Mode. Explained that the best person to look into the issue is the developer of the custom study. In the meantime, the customer will rebuild his chartbook. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-03-11 22:55:00] |
| User31947 - Posts: 10 |
|
Thanks again for your help John.
|
To post a message in this thread, you need to log in with your Sierra Chart account: