Support Board
Date/Time: Mon, 25 Nov 2024 13:53:02 +0000
Not Connected
View Count: 266
| [2024-02-22 03:52:08] |
| bobstone249 - Posts: 28 |
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When logging in, the box in the top left corner of every window is red displaying the text "Not Connected. I have tried everything suggested at https://www.sierrachart.com/index.php?page=doc/LoginInstructions.php. I remain locked out of the system. May I suggest you have a technical person come on to Team Viewer and view the problem live. I opened a support request on the 20th February but I am not receiving any responses. Status: Open | Ticket ID: 1708440611470 I am in the initial trial period and have lost 3 days of that trial period due to this issue. Please can someone help. Not sure if I meant to be purchasing support tickets? Thank you Rob Date Time Of Last Edit: 2024-02-22 03:54:04
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 Screenshot 2024-02-20 144942.png / V - Attached On 2024-02-22 03:49:58 UTC - Size: 48.87 KB - 58 views |
| [2024-02-22 16:51:28] |
| John - SC Support - Posts: 36238 |
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Please select "Global Settings >> Data/Trade Service Settings >> Main Settings" and set the "Current Selected Service" to "SC Data - All Services". Then select OK to close that window. If you are given a message to update your symbols, then be sure to select "Yes". Then select "File >> Connect to Data Feed". It is possible that this will be greyed out, so not selectable. This is fine if it is the case. Then let us know if the status bar updates to green and is connected. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-03-02 19:48:01] |
| bobstone249 - Posts: 28 |
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Hi, after your agent accessed my PC via Team Viewer, he established that the connection problem I have been experiencing should be escalated. I've not heard anything since. Can you please advise when this issue will be repaired. Thank you Rob Stone |
| [2024-03-02 20:57:26] |
| Sierra_Chart Engineering - Posts: 17172 |
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You should definitely not have any connection issue. We have extended your Sierra Chart account by 10 days. 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 |
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