Support Board
Date/Time: Sat, 30 Nov 2024 05:31:52 +0000
[Locked] - Freeze in Denali on new lows just now in ES Futures.
View Count: 1509
| [2022-12-07 14:35:59] |
| Sierra_Chart Engineering - Posts: 17268 |
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We are aware of the problem this morning and we disconnected users from the affected server processes. The cause of this this incident this morning was different. This only affected some users. Not all. 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-07 14:36:16
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| [2022-12-07 14:36:04] |
| User450950 - Posts: 9 |
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Frozen today again... right at the open for
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| [2022-12-07 14:37:14] |
| Sierra_Chart Engineering - Posts: 17268 |
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Refer to post 25 above.
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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-12-07 15:37:17] |
| Sierra_Chart Engineering - Posts: 17268 |
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For an explanation of the incident from this morning, refer to: Important Notice: Denali Data Feed Infrastructure Updates 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-12-07 16:04:35] |
| seandunaway - Posts: 279 |
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I felt it too but really I just wanted to say thank you, we really appreciate the transparency and updates and all the efforts you're making to continually improve. I know it's not an easy task!
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| [2022-12-07 17:04:49] |
| USER0007 - Posts: 22 |
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Thanks for the update. Does that mean we shouldn't trade until end of December until this is fixed ? I am not comfortable being in a trade and platform freezes on me.
Date Time Of Last Edit: 2022-12-07 17:06:20
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| [2022-12-07 17:08:11] |
| Sierra_Chart Engineering - Posts: 17268 |
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No this is definitely not the case: Does that mean we shouldn't trade until end of December until this is fixed ?
You can certainly trade. We are completing what we need to this evening to resolve 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-07 17:09:15
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| [2022-12-09 13:33:36] |
| User597559 - Posts: 3 |
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Frozen again, multiple people in my group
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| [2022-12-09 13:35:42] |
| User215984 - Posts: 24 |
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FYI- Data just froze again at 8:30est
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| [2022-12-09 13:41:11] |
| d9e5c763 - Posts: 108 |
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today’s ppi time is about to pause for less than 5 seconds, and the delay data of the log is immediately returned to the normal range(in the past, I may need to disconnect and connect to return to normal), but because this data is update about 5(?) seconds, there is no way to know more accurately. I uploaded today's log file and removed the "Heartbeat" information line, amd I was testing my proxy network earlier today (not at the time period of ppi), so there are many noise in the log Date Time Of Last Edit: 2022-12-09 14:03:08
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Private File |
| [2022-12-09 13:53:10] |
| Sierra_Chart Engineering - Posts: 17268 |
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We need to see your Message Log to see what server this occurred on. Instructions: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) Based upon a quick analysis we saw no issue on our side at that time. The Internet bandwidth being used was nowhere even close to what we have available. 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-09 14:02:48
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| [2022-12-09 14:08:19] |
| Sierra_Chart Engineering - Posts: 17268 |
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The log in post #34 is from someone in Hong Kong . We can clearly tell from the log that you have Internet connectivity issues. That is abundantly clear. We need to make it clear that is not an issue on the Sierra Chart side.This is from your log: Teton CME Order Routing | There has been no activity on the network socket for 1m 11s. Will reconnect. | 2022-12-09 01:10:12.729
This is not an issue on the Sierra Chart side at all. You had a connectivity issue at that time and that is 100% definite. We also have a connection to the Teton server. And we did not lose it at that time or any time today.And this goes to the fundamental problem of why we do not like to to explain the work that we are doing because inevitably people associate that with their issues and think there is something wrong on the Sierra Chart side when there is not. Our conclusion at this point is for users who had a problem this morning at 8:30 AM US Eastern time, in some cases that was on your side. 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-09 14:09:09
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| [2022-12-09 14:15:03] |
| Sierra_Chart Engineering - Posts: 17268 |
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We also want to update this thread, that the issue on December 7 at 9:30 AM US Eastern time, on one server, was not the result of too many users like we had originally concluded. It was a result of a system performance issue. Which we think we have addressed either fully or partially. If it is only partially addressed, it will be fully addressed, with some additional work we will do on that system. But it definitely was an operating system level issue.
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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-12-09 14:18:14] |
| d9e5c763 - Posts: 108 |
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I have explained the situation in the edited post. At the time you pointed out, I was changing my ISP provider. During the time of ppi(8:30 ET), I also monitored ds23. The packet loss rate has always remained 0, but I am not sure if I can always monitored this address
Date Time Of Last Edit: 2022-12-09 14:19:56
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| [2022-12-09 14:21:33] |
| User431178 - Posts: 545 |
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It wasn't velocity logic event then, after the PPI today?
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| [2022-12-09 14:27:10] |
| Sierra_Chart Engineering - Posts: 17268 |
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We are going to monitor the activity at 9:30 AM US Eastern time at the open on the particular server that had a problem on December 7. And we will check bandwidth usage both from the CME, and our outbound Internet bandwidth and make a comparison to today at 8:30 AM Eastern. We will see what happens. 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-12-09 14:32:51] |
| d9e5c763 - Posts: 108 |
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there is another situation that I must explain because you allow three different "connections" the instance I set to "1 minute", there was no delay. that paused was the 1 tick instance, and the log I attached also belongs to the "1 tick" one the "1 tick" cpu usage is always below 25% Date Time Of Last Edit: 2022-12-09 14:34:41
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| [2022-12-09 14:34:59] |
| Sierra_Chart Engineering - Posts: 17268 |
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On one server we did briefly notice one time a 1 to 2 second lag at the 9:30 a.m. US Eastern time open for CME futures this morning at 2022-12-09. Hard for us to identify where exactly that occurred. But the bandwidth usage, was multiple times higher as compared to 8:30 AM US Eastern time. Whatever occurred earlier at 8:30 AM US Eastern time, was very unlikely to be an issue on the Denali side. 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-09 14:36:14
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| [2022-12-09 14:43:16] |
| d9e5c763 - Posts: 108 |
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This includes the complete log of heartbeat data at 8: 30 that show the delay of 2.5 seconds 9: 30ET does not delay the fact. Date Time Of Last Edit: 2022-12-09 15:35:41
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Private File Private File |
| [2022-12-09 14:44:21] |
| Sierra_Chart Engineering - Posts: 17268 |
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Attached is the video of what had occurred this morning on one of our servers (DS26). If that slight momentary delay was an issue in our real-time server program it is going to be addressed, at the end of December. If the issue was an operating system level performance issue that will be addressed, as well. If it is Internet connectivity related, which we saw no indication of this morning, we are addressing that this Friday evening and we will update the thread about that. 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
Private File |
| [2022-12-09 14:44:34] |
| Sierra_Chart Engineering - Posts: 17268 |
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Regarding the log at post #43 we will check that.
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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-12-13 14:09:57] |
| User128517 - Posts: 10 |
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today... around news release.. ES appeared to be fine.. NQ was not. Data was not coming through at all. Could see ES tape populating with data but not NQ. both charts were side by side.
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| [2022-12-13 14:28:50] |
| d9e5c763 - Posts: 108 |
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today's cpi time sierrachats did not have a delayed for me (the heartbeat log does not appear more than 1 second line) i think the issue should be solved |
| [2022-12-13 14:55:35] |
| Sierra_Chart Engineering - Posts: 17268 |
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Confirming there was definitely not any pause or lag with the Denali data feed at the CPI Number at 8:30 AM. We did notice a lag for a few seconds at 9:30 AM open today. That was on one server. That will be addressed with our real-time server performance/architecture improvements to more fully utilize the available processing time of the server. There could have not been an issue just with this one symbol which would have been with the Denali data feed: NQ was not. Data was not coming through at all.
The issue must have been something else, therefore, refer to: Intraday Chart or Chart Bars Not Updating | Blank Intraday Chart | "Currently no data to display" message for Intraday Chart 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2022-12-13 14:56:03
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