Support Board
Date/Time: Wed, 27 Nov 2024 14:36:05 +0000
[Locked] - Notice: Teton Internet Service Provider Issue
View Count: 895
| [2023-06-21 20:15:21] |
| Sierra_Chart Engineering - Posts: 17194 |
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As of approximately 3:50 PM US Eastern time 2023-06-21 two of the ISP connections that are used for our Teton order routing, are down. Teton order routing uses three Internet connections and the third one is still operational. The relevant service provider has been notified of this. With this issue, the connection to Teton order routing from Sierra Chart will be slower. Just let Sierra Chart connect on its own which will happen when you select File >> Connect to Data Feed. Do not select File >> Disconnect and do not restart Sierra Chart. Doing either of these, may make it impossible to connect because you are not giving Sierra Chart a chance to access the backup ISP. 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 20:16:47] |
| Sierra_Chart Engineering - Posts: 17194 |
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If this issue goes on for an extended time, we can make DNS changes to make the connection faster. It is also important you are running an up-to-date version of Sierra Chart to support all of the backup connections. Instructions to update: Software Download: Fast Update 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 20:45:17] |
| Sierra_Chart Engineering - Posts: 17194 |
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Since the outage now of the two ISPs is going on close to an hour now, we are going to implement DNS changes at this time. Once the ISPs come back online, this evening we will revert them. 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 20:48:54] |
| Sierra_Chart Engineering - Posts: 17194 |
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This is interesting: One provider we work with, actually on the US equities side is reporting this: Please note that our network monitoring systems have detected an outage on the CME Aurora (AUR) - Equinix Chicago (CH2) circuit, since 20:49:47 BST. We have raised this with the connectivity provider to investigate further. 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 20:49:55] |
| Sierra_Chart Engineering - Posts: 17194 |
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For some technical information, Internet connectivity for Teton is now being routed through Chicago CH1 over Verizon and into Aurora, through 2 dark fiber connections, from CH1 to Aurora Illinois, DC3.
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 20:53:56
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| [2023-06-21 21:21:06] |
| Sierra_Chart Engineering - Posts: 17194 |
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Our best guess at this time, is there is some physical outage at DC3 in Aurora, affecting multiple service providers. Both of our Cogent and Zayo ISPs are down. 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 21:30:07] |
| Sierra_Chart Engineering - Posts: 17194 |
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We are just going to be responding in this thread only as we are monitoring the issue and doing work related to it. Please only make reference to this thread and do not post elsewhere. 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 21:30:18
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| [2023-06-21 22:08:26] |
| Sierra_Chart Engineering - Posts: 17194 |
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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 |
| [2023-06-21 22:54:10] |
| Sierra_Chart Engineering - Posts: 17194 |
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Profit/loss calculations should now be working for 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 |
| [2023-06-21 23:05:33] |
| Sierra_Chart Engineering - Posts: 17194 |
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We are noticing, a different type of connection problem that some users see. Rather than a timeout that takes 20 seconds when connecting to a server, we are seeing one minute, and this is the result of a service connection timeout, not a network socket timeout , which affects the detection necessary to go on to the next available server. We are putting out a new version to resolve this. Give us about an hour or two. An update, will be necessary to resolve this but for users who do not update, there is another way we can indirectly resolve it for them through a DNS change. This will also speed up the connection. But it will give an initial error through the service connection dialog. We will be releasing this in about an hour. 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 23:10:12
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| [2023-06-21 23:30:08] |
| Sierra_Chart Engineering - Posts: 17194 |
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Connections to Teton order routing are now faster. However, you will see this error message during the connection process: Teton CME Order Routing | Logon error received from server: Secondary instance is not allowing connections to this server Please disregard. It does not cause any problem and do not contact us about 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: 2023-06-21 23:30:33
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| [2023-06-21 23:56:22] |
| Sierra_Chart Engineering - Posts: 17194 |
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We are told 700 fiber lines cut. Going into one side of the data center building in Aurora.
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 |
| [2023-06-22 00:11:44] |
| Sierra_Chart Engineering - Posts: 17194 |
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The connections to Teton order routing are now fast again, but there will be error messages upon the initial connection but disregard.
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 |
| [2023-06-22 08:25:54] |
| Sierra_Chart Engineering - Posts: 17194 |
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We are noticing, a different type of connection problem that some users see. Rather than a timeout that takes 20 seconds when connecting to a server, we are seeing one minute, and this is the result of a service connection timeout, not a network socket timeout , which affects the detection necessary to go on to the next available server. We are putting out a new version to resolve this.
This has been resolved. Update to version 2513. Instructions: Software Download: Fast Update 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 |
| [2023-06-22 09:27:30] |
| Sierra_Chart Engineering - Posts: 17194 |
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The two primary Internet connections to our Teton order routing servers are now back online and are operational. DNS may not update for about 30 minutes to an hour. It does not matter though regarding DNS, one way or another you will be able to connect as has always been the case. Unless you were affected by the problem described in post #14 which has been resolved. You just need to update. 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 |
| [2023-06-22 10:40:30] |
| Sierra_Chart Engineering - Posts: 17194 |
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CASE UPDATES Thu Jun 22 09:39:46 GMT 2023 Dear Zayo Fiber Customers, Fibers 1-288 are all spliced and proved out to uni-directional spec from 19M. We are moving on to the last 14 Ribbons. More updates to come Thu Jun 22 08:21:27 GMT 2023 Dear Zayo Fiber Customers, We are seeing service now up for Spread, if you are still seeing issues please bounce your ports More updates to come Thu Jun 22 08:07:50 GMT 2023 Dear Zayo Fiber Customers, Cable prep is complete we are splicing Ribbon 5 right now. More updates to come Thu Jun 22 07:47:08 GMT 2023 Dear Zayo Fiber Customers, Splicing is about to begin momentarily, we should start to see services come back up shortly More updates to come Thu Jun 22 07:06:59 GMT 2023 Dear Zayo Fiber Customers, Cable is installed and prepping of the new tails have begun. Estimated splicing start/Spread fibers restored is 3:00am cst, with full cable spliced at 5:30am. Of course this is just an estimate and depends on how the glass goes back together. More updates to come Thu Jun 22 06:17:56 GMT 2023 Dear Zayo Fiber Customers, Innerduct fixed, cable arrived onsite and existing cables are prepped. Will provide update and ETR once cable is installed. More updates to come Thu Jun 22 04:35:13 GMT 2023 Dear Zayo Fiber Customers, We Found one location where the pipe hit our innerducts. They are prepping innerducts to blow rope both ways to determine if any other damaged locations are out here. More updates to come Thu Jun 22 04:06:18 GMT 2023 Dear Zayo Fiber Customers, We do not have an ETR yet at this time. Fiber was hit during a boring operation, we are investigating if we are hit in one or several spots. More updates to come Thu Jun 22 03:24:02 GMT 2023 Dear Zayo Fiber Customers, Our OSP has started digging on the north side of Diehl Rd, 68' West of C/L of Fisher Drive. We have requested an ETR More updates to come Thu Jun 22 02:26:08 GMT 2023 Dear Zayo Fiber Customers, Cut is at the intersection of Diehl Rd and Fisher. Repair team is rodding spare ducts to see if they can get through. More updates Thu Jun 22 01:14:45 GMT 2023 Dear Zayo Fiber Spread Customers, The cut is 1.5km from 1952 McDowell or 2.64km from 2905 Diehl. We shot spares and all end at same location. We are heading over there to see if we can see anything. More updates to come Thu Jun 22 00:44:28 GMT 2023 Dear Zayo Fiber Spread Customers, Zayo OSP has technicians onsite in Naperville, IL as well as repair crews. We will have more details shortly as far as the scope of damage and ETR for this issue More updates to come Wed Jun 21 23:45:17 GMT 2023 Dear Zayo Fiber Spread Customers, Zayo OSP is dispatching Technicians towards Naperville, IL in order to further isolate the damage location. Repair crew is expected to be on site by 7:30 PM CST. Further updates to be provided. 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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