Support Board
Date/Time: Sat, 15 Mar 2025 03:49:48 +0000
[Locked] - Cancel account and issue refund
View Count: 86
| [2022-07-10 08:36:29] |
| User19165 - Posts: 346 |
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As per the title.
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| [2022-07-10 11:56:02] |
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Perfectly fine for you to cancel and us to issue a refund. No problem. Less burden on us. However, we would like to know if it relates to this: Alarming volume discrepancy shown The only possible reason could be that volume data is getting mapped to the wrong price level. It would have to be an adjacent price level. It is not possible with the volume related market data Chart/Trade DOM columns, or Numbers Bars, for volume to be missed. That is just an impossibility. But due to floating-point error which should not be applicable with the market you are trading, volume could get mapped to the wrong price level. If that happens it would be an adjacent price level. It is very challenging dealing with floating-point error: https://en.wikipedia.org/wiki/Floating-point_error_mitigation However, to be clear there should never be missing volume in Numbers Bars as long as the data has been received. Might help for us to change the map key from an integer to a float. If you give us the Intraday data file you were replaying, in that post, we can look at it. This is a scid file. You can zip it and attach it here. Instructions: https://www.sierrachart.com/index.php?page=PostingInformation.php#AttachFile Once again we are completely fine with you canceling and us issuing a refund. But we want to understand what the problem is even after you go. 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: 2022-07-10 12:26:30
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| [2022-07-10 23:12:29] |
| User19165 - Posts: 346 |
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"Perfectly fine for you to cancel and us to issue a refund. No problem. Less burden on us." Keep up that line of thinking and you will have no customers. It is responses from my business partner (yes you) such as this that are the main driver for my decision. I have been with Sierra for maybe over 10 years and it does not bother you to lose long term customers. This should be sending off alarm bells to your business model rather than a care free no problem and good riddance sort of attitude. You have repeatedly been rude and at times even aggressive towards my support queries just because I am trading an Asian market and not one of your more customer popular CME / Eurex markets. No reason for it at all. You are trying to appeal to a global market and offer global market charting but in reality you do not really support Asian markets or care about their needs. Regarding that large and glaring error I reported previously that you are referring to. In your own words: "This is not within the scope of our support . Analyzing these things is very involved and we will not do that. You need to do your own analysis. We are not going to comment on this further. If you are not happy with Sierra Chart find another program. This functionality is working properly." So I will leave it at that. I have no desire to help you debug your platform after your comment. I have documented the large error there. I have also recorded it happening with video multiple times in my own personal records and disseminated it to other Sierra charts users who are aghast and now lacking faith and trust in what they see through your platform. I have compared it to two other platforms both using CQG as the data source and they do not show these same discrepancies between the DOM recent trades and the footprint. I am extremely disappointed you have forced me to leave Sierra as I had put in years of effort to learn to use your platform. Please process my refund and cancellation. Date Time Of Last Edit: 2022-07-10 23:14:28
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| [2022-07-11 11:06:34] |
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There are several things that you are failing to understand. That is we cannot be spending extensive time with analysis every time someone asks us a question which requires that. Especially in the case of functionality which we know works properly. It is very unlikely there is any genuine problem with the functionality you have a question about . Instead there is an explanation. As we said volume cannot be missed either with Numbers Bars or the Chart/Trade DOM market data columns. And volume being allocated to the wrong price levels definitely should not be occurring with the market you are trading because it is just integer values. More importantly you are in a segment, which is being phased out by us. CQG. and less common markets like you are trading. We do not have any interest in supporting those. They are an unnecessary burden upon us which we do not want. We cannot be effectively providing support to you because we have no access to that data. And we do not want to be supporting CQG and the exchange you are trading. We do not have access to that data. That is the core issue here! It does not matter that you are moving on. You are in a segment, we just simply do not want to be supporting. So we can focus our resources, on what we are able to do best, and where most of the users are. It is no different than many other areas. Whether that is ICE,Transact, Gain Capital, CTS. We simply do not want that business or be supporting it. We cannot be everything to everybody. That is a huge mistake. So you do need to move on and we do not need your business. Not in a way which we can figure out the issue: I have documented the large error there.
We need to have the Intraday data file. And the way that we would first analyze the problem is to make sure that the volume is being mapped to the correct price levels and is included within the Numbers bars. We would not make a comparison to recent bid/ask volume columns. And it is no different, when people bring us issues with Barchart data. We do not want to be supporting that data from a particular exchanges or categories, which are not among the active and heavily traded markets among our users. 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: 2024-11-29 08:44:46
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| [2022-07-11 14:08:29] |
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We doubt there is an error: I have documented the large error there. I have also recorded it happening with video multiple times in my own personal records and disseminated it to other Sierra charts users who are aghast and now lacking faith and trust in what they see through your platform. I have compared it to two other platforms both using CQG as the data source and they do not show these same discrepancies between the DOM recent trades and the footprint. There is an explanation for it. And once again we have no access to the data you are using and we do not have the ability to support the issue you are having. And as a matter of policy, our position which we made clear in post #2:Alarming volume discrepancy shown | Post: 309951 Is already stated here: Global Trade Settings Windows: Questions about Chart/Trade DOM Market Data Columns This is nothing new. That has been there for years. And everything you said is your damn words! Definitively not the words of these other users. Do not speak for others! If these users are having a problem, they need to contact us. And explain the problem. And they need to do that by looking at the records in the Intraday data file through the editor and then making a comparison to Numbers Bars and explain the discrepancy they are seeing. We will not analyze this through the Chart/Trade DOM market data columns. Editor instructions: Intraday Data Editor 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: 2024-11-29 08:42:57
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