Support Board
Date/Time: Tue, 26 Nov 2024 11:47:47 +0000
Market Stats nuot updating
View Count: 1638
| [2014-05-05 13:35:14] |
| RafiH - Posts: 28 |
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Market stats are not updating this morning??!!!
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| [2014-05-05 13:40:33] |
| RafiH - Posts: 28 |
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Somehow my subscription got deactivated? Can you investigate? I had money available? Also, isn't there a warning email when your balance is low (which was not this case)?
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| [2014-05-05 15:58:33] |
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The market statistics problem has been resolved. It affected one of our servers. Your subscription was not deactivated. It is fine. 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 |
| [2014-05-05 16:54:36] |
| RafiH - Posts: 28 |
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Why did my feed say deactivated?
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| [2014-05-05 16:58:08] |
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There are two subscriptions. There is the subscription for a Sierra Chart Service Package which was not expired/deactivated on your account. Then there is also the Sierra Chart Real-time and Historical Exchange Data feed which is separate. We see that you activated this data feed today. But is this something that you want to use? You did not activate any of the exchanges on it, so effectively it is not doing anything for you. Should we cancel it? 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 |
| [2014-05-05 17:14:01] |
| RafiH - Posts: 28 |
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Not sure. Can you see what I was signed up for last month. You guys were supplying my CME real data (I cancelled my DTN). I see [M] and [CV] next to my contracts. I think for some reason it was deactivated? Can you see when that happened? Was that part of the server issue?
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| [2014-05-05 18:26:15] |
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Post a copy of the Message Log, by following these instructions: https://www.sierrachart.com/index.php?l=PostingInformation.php#log 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 |
| [2014-05-05 19:17:15] |
| RafiH - Posts: 28 |
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I updated to version 1132 this morning and when I logged on my market stats were not updating. I don't have the old log unless it is saved in a file. If I don't need that feed enabled, can you cancel and refund?
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| [2014-05-05 21:18:38] |
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We see that your Sierra Chart Real-time and Historical Exchange Data Feed is enabled for the CME exchanges. Therefore, you will be able to get real-time data for those exchanges without any additional cost. Let us know if you want to keep this?
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 |
| [2014-05-05 21:49:14] |
| RafiH - Posts: 28 |
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Please undo what I did this morning (and credit my account back) - I thought I was missing market stats because the feed was disabled. If I have your real time CME fee without those additional costs - that how I had it to begin and would like it changed back. Thank you!
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| [2014-05-05 21:55:23] |
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When we cancel the data feed, you are going to lose the Sierra Chart CME data feed, for sure. So after this you will not have the [M] indicator after the symbol on the chart. Please confirm if you want us to proceed to cancel. 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: 2014-05-05 21:55:41
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| [2014-05-05 22:09:50] |
| RafiH - Posts: 28 |
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No - I want the CME feed. What did I enable this morning that I don't need, unless it really did disable me? Can you see how long I originally paid for. If I only paid for one month at a time, then that might explain why I would need to re-enable for May. However, I didn't get any notice of expiring feed, so I'm confused at what I need and what I had. And if I signed up for April, did I only have CME or any thing else enabled. I trade ES only
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| [2014-05-06 23:02:56] |
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Then we will not cancel the Sierra Chart Real-time and Historical Exchange Data Feed which provides the CME market data. What you enabled the previous morning is the Sierra Chart Real-time and Historical Exchange Data Feed. Although it does not provide market statistics data. Only the data from the CME. We will be reviewing your transaction log to answer your other questions. However , if the Sierra Chart Data Feed was set to automatically renew on your account and there was an insufficient Account Balance, then you will have gotten an email indicating that you need to add credit to your account. 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: 2014-05-06 23:04:34
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| [2014-05-07 03:38:24] |
| RafiH - Posts: 28 |
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I had funds and didn't get a renewal. I can't figure out why it was disabled unless it had to do with your server issue or moving to version 1132. Also, if I have the First Real-time data connection enabled, do I need any of the exchanges? (I trade ES) What is the difference between those two? Did I have any of those turned on previously? I don't think I need it for an market stats since you now provide those with package 5. Is there any difference regarding historical data? |
| [2014-05-07 06:07:58] |
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This is from the transaction log below. Right at the beginning of April, your market data account was not renewed because of insufficient funds and remained disabled through all of April. You would not have gotten any email notice at the beginning of May. 2014-04-01 00:00:43 Market Data Account: Failed to extend feature expiration date for Barchart username (*) until 2014-04-30. Insuffient funds to activate market data feature. The credit balance on your account is not enough to pay for the activated market data feature. When you add additional credit to your account, then you will need to Activate feature again. 2014-04-01 00:00:43 Market Data Account: Barchart Account (*) has been flagged for deletion at end of current billing period on Barchart system. Actually what we can see is that your account needs to have one of the CME exchanges activated at this time and there is a fee for it since the CME has begun to charge for this. That is actually necessary to actually receive the real-time CME data . Otherwise, you will not get the data. Previously you did have the CME exchange with market depth activated. This data feed is not for market statistics. There is a difference with historical data. The historical data provided by the Sierra Chart Exchange Data Feed is high-quality historical data. 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: 2014-05-07 06:09:37
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| [2014-05-08 16:52:40] |
| RafiH - Posts: 28 |
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I don't understand - I never had a Barchart account? Do we need to move this conversation under account management to keep it private?
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| [2014-05-08 17:53:50] |
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We showed you entries from the internal Sierra Chart transaction log for your account. You are correct, you do not have a Barchart account, but we use the Barchart market data authorization system for the Sierra Chart data feed. This is something internally used and is not exposed to users. In order for you to receive the CME real-time data that you have paid for, there is a second step you need to do and that is to it activate the CME exchange for 3.25 USD per month. This can be done on this page: https://www.sierrachart.com/usercp.php?page=SC_RealTime_DataFeed_SetExchanges You need to complete this last step. 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 |
| [2014-05-08 20:05:16] |
| RafiH - Posts: 28 |
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Thank you. Do I still pay the fee if I have a brokerage account?
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| [2014-05-09 18:34:03] |
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Yes. Technically there is a way to avoid the fee for now, but the paperwork involved with it is to involved and too costly and far exceeds the cost of the exchange fee itself. So it is cheapest just for you to pay the exchange fee.
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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