Support Board
Date/Time: Fri, 29 Nov 2024 22:45:23 +0000
my cqg account is locked out
View Count: 1325
| [2023-01-03 23:26:59] |
| User994888 - Posts: 14 |
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i have credited the account. And reactivated all deactivated service. But there is still error when open sierrachart (Connection error message from service: CQG WebAPI|Logon unsuccessful. Server message: Your login is disabled. Contract your FCM. | Date-Time: 2023-01-03 10:27:54) pls help to unlock/enable my account regards, Mr Yee |
| [2023-01-04 02:39:54] |
| Sierra_Chart Engineering - Posts: 17266 |
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This is controlled by your broker. Refer to: CQG Trading Platform Service: Common Error Messages ---- To access historical and streaming market data independent from your Trading service. Follow these instructions. Set "Global Settings >> Data/Trade Service Settings >> Current Selected Service" to "SC Data-All Services". Press "OK" And then translate the symbols in your Chartbooks and Sierra Chart using this "Edit' menu command: Edit Menu: Edit >> Translate Symbols To Current Service (Translate Symbols to Current Service) You can then use the data provided by Sierra Chart independent of your trading service. 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 |
| [2023-01-04 06:24:19] |
| User994888 - Posts: 14 |
|
I subscribe cqg api at the beginning. I can use and login before short of credit. pls help to unlock my account regards, Mr Yee |
| [2023-01-04 06:27:40] |
| User994888 - Posts: 14 |
|
i have logged the case to AMP future. The support shows me there is no my CQG account locked. So I think the locked/disabled is caused by my account short of credit for monthly payment. I have credit all balance . but the service is still not resumed. Pls help to resume my service regards, Mr Yee |
| [2023-01-04 12:14:07] |
| Sierra_Chart Engineering - Posts: 17266 |
|
We need to see the Message Log to understand what the problem is currently. 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: Support Board Posting Information: How to Post Your Message Log (Required In Some Cases) 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-01-04 14:54:02] |
| User994888 - Posts: 14 |
|
Hi support, pls find capture of message log from sierrachart when open Reading Internal Order ID file. | 2023-01-04 22:51:56.940 Reading Trade Orders file. | 2023-01-04 22:51:57.014 Reading Trade Positions file. | 2023-01-04 22:51:57.023 Reading Trade Account Data files. | 2023-01-04 22:51:57.031 Software version: 2458 64-bit | 2023-01-04 22:51:57.060 Primary Thread ID: 1160 | 2023-01-04 22:51:57.060 Usage end date: 2023-09-19 | 2023-01-04 22:51:57.060 Enabled for: Advanced Features 2. | 2023-01-04 22:51:57.060 Enabled for: Sierra Chart Historical Data Service. | 2023-01-04 22:51:57.060 Enabled for: Sierra Chart Real-Time Exchange Data Feed. | 2023-01-04 22:51:57.060 Enabled for: Denali Real-Time Exchange Data Feed. | 2023-01-04 22:51:57.060 Enabled for: Delayed Denali Exchange Data Feed. | 2023-01-04 22:51:57.060 Enabled for exchange: Hong Kong Futures Exchange with Market Depth | 2023-01-04 22:51:57.060 Enabled for exchange: Euronext Equities Delayed | 2023-01-04 22:51:57.060 Enabled for exchange2: CME (Trading Account Required) | 2023-01-04 22:51:57.060 Enabled for exchange2: CBOT (Trading Account Required) | 2023-01-04 22:51:57.060 Enabled for exchange2: COMEX (Trading Account Required) | 2023-01-04 22:51:57.060 Enabled for exchange2: NYMEX (Trading Account Required) | 2023-01-04 22:51:57.060 Enabled for exchange2: fairx_exchange.data | 2023-01-04 22:51:57.060 Allow Support for Sierra Chart Data Feeds is enabled. | 2023-01-04 22:51:57.060 Current selected Data/Trading service: CQG WebAPI | 2023-01-04 22:51:57.060 Custom symbol settings values: enabled | 2023-01-04 22:51:57.060 Chart Update Interval: 500 | 2023-01-04 22:51:57.060 Intraday Data Storage Time Unit: 0 | 2023-01-04 22:51:57.060 Time Zone: +08:00:00 (HKT+08) | 2023-01-04 22:51:57.060 2023-01-04 14:51:57 Local computer time in UTC | 2023-01-04 22:51:57.060 2023-01-04 22:51:57 Local computer time in SC Time Zone | 2023-01-04 22:51:57.060 2023-01-04 14:51:54 Server time in UTC | 2023-01-04 22:51:57.060 Local computer UTC time and Server UTC time difference: 2 seconds. | 2023-01-04 22:51:57.060 Program path: C:\SierraChart\ | 2023-01-04 22:51:57.060 Data Files path: C:\SierraChart\Data\ | 2023-01-04 22:51:57.060 OS Version Number: 10.0 | 2023-01-04 22:51:57.061 Locale Setting: C | 2023-01-04 22:51:57.061 DLLs: UserContributedStudies_64.dll | 2023-01-04 22:51:57.061 Allowed protected custom studies: | 2023-01-04 22:51:57.061 Crash reporter started: true | 2023-01-04 22:51:57.061 Checking for new symbol settings. Requested symbol settings MD5 for service code cqg. Request ID: 1. | 2023-01-04 22:51:57.075 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) | Shutdown started. Waiting for graceful close. | 2023-01-04 22:51:57.114 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) | Socket gracefully closed by remote side. | 2023-01-04 22:51:57.364 HTTPS connection ID:1 to login.sierrachart.com:443 for request ID:1 (1) | Closed. | 2023-01-04 22:51:57.365 Received 5 login tokens. | 2023-01-04 22:51:57.780 Symbol settings MD5 received. Request ID: 1. | 2023-01-04 22:51:59.196 Symbol settings are up-to-date for cqg. | 2023-01-04 22:51:59.196 CQG WebAPI | Connecting to server api.cqg.com | 2023-01-04 22:52:04.072 CQG WebSocket | Connecting to WebSocket server api.cqg.com:443 | 2023-01-04 22:52:04.072 CQG WebSocket socket (1) | Creating socket. Using TLS 1.2. | 2023-01-04 22:52:04.810 CQG WebSocket socket (1) | New receive buffer size: 5242880 | 2023-01-04 22:52:04.810 CQG WebSocket socket (1) | Connecting to IP: 118.201.11.218. | 2023-01-04 22:52:04.810 CQG WebSocket | Opening WebSocket. | 2023-01-04 22:52:04.857 CQG WebSocket | Sending WebSocket handshake. | 2023-01-04 22:52:04.857 CQG WebSocket | Server header | HTTP/1.1 101 Switching Protocols | 2023-01-04 22:52:05.040 CQG WebSocket | Server header | Connection: upgrade | 2023-01-04 22:52:05.040 CQG WebSocket | Server header | Sec-WebSocket-Accept: UV11m/g0hnSIlt2uG7RHfSVkEuo= | 2023-01-04 22:52:05.040 CQG WebSocket | Server header | Server: WebSocket++/0.7.0 | 2023-01-04 22:52:05.040 CQG WebSocket | Server header | Upgrade: websocket | 2023-01-04 22:52:05.040 CQG WebSocket | Server header | | 2023-01-04 22:52:05.040 CQG WebSocket | Web socket state is now open. | 2023-01-04 22:52:05.040 CQG WebAPI | WebSocket connected. | 2023-01-04 22:52:05.040 CQG WebAPI | Sending market data logon message. | 2023-01-04 22:52:05.040 CQG WebAPI | Logon unsuccessful. Server message: Your logon is disabled. Contact your FCM. | 2023-01-04 22:52:05.101 CQG WebSocket socket (1) | CloseSocket call. | 2023-01-04 22:52:05.129 CQG WebAPI | Disconnected. | 2023-01-04 22:52:05.129 CQG WebAPI | Not reconnecting due to connection error condition. | 2023-01-04 22:52:05.129 CQG WebSocket | WebSocket closed. | 2023-01-04 22:52:05.129 CQG WebAPI | WebSocket closed. | 2023-01-04 22:52:05.129 CQG WebSocket socket (1) | Write in progress. Shutdown being delayed. PendingSize=0 | 2023-01-04 22:52:05.129 CQG WebSocket socket (1) | Write has completed. Shutdown being performed. | 2023-01-04 22:52:05.178 CQG WebSocket socket (1) | Shutdown started. Waiting for graceful close. | 2023-01-04 22:52:05.178 regards, Mr Yee |
| [2023-01-04 15:09:55] |
| Sierra_Chart Engineering - Posts: 17266 |
|
Only your broker can resolve this. CQG is indicating your logon is disabled. Only your broker can resolve that. You need to ask them what the problem is. Make sure you are using the correct CQG username.
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 |
| [2023-01-04 17:09:58] |
| User994888 - Posts: 14 |
|
You mean Broker AMP future to fix the problem ? I have logged the case in CQG. The support states there is no problem in my login regards, Mr Yee |
| [2023-01-05 15:50:04] |
| John - SC Support - Posts: 36350 |
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We can not say why CQG is telling you there is not an issue, but you definitely need to talk to AMP. Your account balance must have gotten too low with AMP and they turned off your CQG account.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-01-05 16:24:20] |
| Sierra_Chart Engineering - Posts: 17266 |
|
In the meantime: To access historical and streaming market data independent from your Trading service. Follow these instructions. Set "Global Settings >> Data/Trade Service Settings >> Current Selected Service" to "SC Data-All Services". Press "OK" And then translate the symbols in your Chartbooks and Sierra Chart using this "Edit' menu command: Edit Menu: Edit >> Translate Symbols To Current Service (Translate Symbols to Current Service) You can then use the data provided by Sierra Chart independent of your trading service. 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 |
| [2023-01-06 01:05:07] |
| User994888 - Posts: 14 |
|
Hi Support, I have credit the FCM. suppose web cqg api should be used instead of changing to 'SC Data-all Services" regards, Mr Yee |
| [2023-01-06 03:06:51] |
| Sierra_Chart Engineering - Posts: 17266 |
|
If your broker/FCM has reactivated your CQG account, then yes you will want to connect to CQG following these instructions: CQG 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, use the Teton service: Sierra Chart Teton Futures Order Routing |
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