Home >> Support Board

Support Board

Date/Time: Wed, 27 Nov 2024 23:42:58 +0000

How to Post a Message for Support

Teton connection error

View Count: 442

[2023-06-21 20:02:19] #1 [Go To First Post]
User725043 - Posts: 35
Just got the same error message in all three accounts. Connection error message from service. Teton CME Order Routing \| Logon error received from server: Secondary instance is not allowing connections to this server Attached are the screenshots of the pop-up error messages. Is this resolved or do I not to do something? For future reference how do I confirm if my connection is active?


Private File Private File Private File

[2023-06-21 20:03:17] #2 [Go To First Post]
Sierra_Chart Engineering - Posts: 17198
You do not need to do anything with this. Just let Sierra Chart connect on its own and will go through a backup Internet connection. We are aware of the problem. Service providers have been notified. 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

[2023-06-21 20:07:52] #3 [Go To First Post]
nosast - Posts: 312
Same isuee with Teton. I also took a small trade right around MOC that somehow is not in the trade log. While this happend I logged into the web trading panel to flatten out and did not see a position while Sierra was showing one. Web panel shows there is a WebSocket error Service: Sierra Chart CME Direct Order Routing - Dorman \| Data: SC Realtime Server Connected (Trading): False \| Connection Failed - WebSocket error. Connected (Data): True Last Heart Beat (Trading): Last Heart Beat Sent (Trading): Date Time Of Last Edit: 2023-06-21 20:15:06

[2023-06-21 20:21:27] #4 [Go To First Post]
Ifrit - Posts: 51
Same issue. Currently with Stage 5 Trading and connecting through Dorman. In addition: Account Value is incorrect only when placing a trade. Current balance is okay when not in a trade. Open Positions P/L says $240 and that value is added to the account value. Both are wrong. Will check back tomorrow. Date Time Of Last Edit: 2023-06-21 20:23:25

[2023-06-21 20:23:48] #5 [Go To First Post]
Sierra_Chart Engineering - Posts: 17198
Refer to: Notice: Teton Internet Service Provider Issue You are best off using Sierra Chart and not the web-based trading panel for an incident like 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

[2023-06-21 20:24:16] #6 [Go To First Post]
Sierra_Chart Engineering - Posts: 17198
We know about this: Account Value is incorrect only when placing a trade. Current balance is okay when not in a trade. Open Positions P/L says $240 and that value is added to the account value. Both are wrong. Will check back tomorrow. We will be implementing a solution for this. But this will clear up as soon as the ISP issue is resolved. 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: 2023-06-21 20:24:35

[2023-06-21 20:38:10] #7 [Go To First Post]
nosast - Posts: 312
You are best off using Sierra Chart and not the web-based trading panel for an incident like this. I had SC open and it was connected to Denali but I was not able to move my bracket so I decided to use the web panel as a backup solution for Teton order routing just to flatten out. Isn't this the main purpose of this panel? Date Time Of Last Edit: 2023-06-21 20:39:24

[2023-06-21 20:51:28] #8 [Go To First Post]
BubbityDog - Posts: 8
What happens to server side orders in this instance? Would they have been filled?

[2023-06-21 21:44:46] #9 [Go To First Post]
Sierra_Chart Engineering - Posts: 17198
The server-side orders continue to work. Everything is completely stable with the Teton order routing. This is strictly an ISP issue. I had SC open and it was connected to Denali but I was not able to move my bracket so I decided to use the web panel as a backup solution for Teton order routing just to flatten out. Isn't this the main purpose of this panel? The web panel is not really a backup in this case. It is useful if you have a failure with your computer and you are using some other device to access Teton order routing. 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: 2023-06-21 21:45:04

[2023-06-21 22:05:56] #10 [Go To First Post]
Sierra_Chart Engineering - Posts: 17198
We now have information about what the problem is. There is a fiber-optic cable cut, near Aurora, affecting the two ISPs. The estimated time to resolve is not known at this time and has not been given. Technicians are working on the cut. At this point, the impact, is slower connections to Teton order routing, and interruption of market data to calculate PL. We are will take steps to resolve the interruption of market data for PL calculations. That will be worked on overnight. We will determine what the best solution will be for 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

To post a message in this thread, you need to log in with your Sierra Chart account: