Support Board
Date/Time: Sun, 24 Nov 2024 13:32:00 +0000
Error message using Rithmic
View Count: 403
| [2024-05-20 19:23:08] |
| Veleskie - Posts: 8 |
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hi i started to get this message and i dont know how to take it off. |
 Screenshot 2024-05-20 110021.png / V - Attached On 2024-05-20 19:23:03 UTC - Size: 274.66 KB - 72 views |
| [2024-05-20 21:15:48] |
| John - SC Support - Posts: 36238 |
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Make sure you do not have any other symbols anywhere in your chartbooks that Rithmic may not like. Go through the items at the following link which gives you all the places to check: Chart Data and Chart Data Files: Cleaning Up Old and Unused Symbols for Efficiency Also refer to the following: Rithmic Trading Platform Service: Permission Denied Resolution Procedure For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-05-24 03:41:40] |
| Veleskie - Posts: 8 |
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i tried all that and nothing and i coulnt find anything on youtube either, now my charts looks weird, data not showing and it has gaps.
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| Screenshot 2024-05-23 081146.png / V - Attached On 2024-05-23 15:37:14 UTC - Size: 5.12 KB - 54 views Screenshot 2024-05-23 081137.png / V - Attached On 2024-05-23 15:37:20 UTC - Size: 42.11 KB - 51 views Screenshot 2024-05-23 204041.png / V - Attached On 2024-05-24 03:41:11 UTC - Size: 47.29 KB - 54 views |
| [2024-05-24 14:23:48] |
| John - SC Support - Posts: 36238 |
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One of the issues you are having is that you are getting your data from Rithmic. We see that you have the "Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth data for Non-Professional Trading Accounts" active. But you are not getting this data from us since you have not properly completed the exchange agreements and you have not connected to your live, funded, futures trading account. For more information on the CME Group requirements in order to get the data at the non-professional rates, refer to the following: Real-Time Exchange Data Feeds Available From Sierra Chart: Understanding and Accessing Data From the CME, CBOT, NYMEX, COMEX Exchanges If you do not have an account that will qualify for the above, then we recommend the solution outlined at the following link: Easy Solution to CME Funded Trading Account Requirement To be able to get this real-time data from us, you need to redo your exchange agreements and enter the information for "Clearing Firm" and your "Account Number". If you do not know your Clearing Firm, then enter you brokerage name. You can access the agreements at the following link: https://www.sierrachart.com/UserControlPanel.php?page=ExchangeAgreements Then you need to connect your Sierra Chart to that account for verification purposes. You will need to do this at least once a month. When you make that connection your "Verified Until" date moves forward by 30 days. This date has to be in the future for you to be able to get the real-time data for the CME Group. You can view this date at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges If you let us know what broker and/or order routing service you are using, then we can point you to the proper instructions to make the connection. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-05-24 17:01:24] |
| Veleskie - Posts: 8 |
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ok going to try the live account, havent done that yet.
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| [2024-05-26 00:11:16] |
| Veleskie - Posts: 8 |
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i cant make a real account, the firm need some documents that i dont have so is impossible to make that. why is this so complicated i haven't been able to use SC because of the data and this is like a puzzle now im confuse and i dont know what to do its been 3 weeks already, why you guys cant help me, is your specialty just to send links? i rather get the money back if you guys cant fix. im tired of reading and reading and no solution.
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| [2024-05-26 10:33:53] |
| Sierra_Chart Engineering - Posts: 17156 |
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Yes it is the CME who makes this very difficult. Refer to: Is Historical and Real-time Futures Data Included?: Do Not Complain! / Zero Tolerance Policy Is Historical and Real-time Futures Data Included?: I Want Real-time Futures Data, I am Not Happy and I Want to Talk to Someone This is not our policy. We can do a refund for you, but not exchange fees. Let us know if you want a refund. You could also open an account with a broker for 100 USD to get the problem resolved. But that is a whole process to go through. 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 |
| [2024-05-26 17:51:39] |
| Veleskie - Posts: 8 |
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I would prefer a refund. However, the process requires me to provide a bill under my name, and since I don’t pay rent or bills, I am unable to open an account. They even called me to request proof of bill payment. Please proceed with the refund process. I experienced an anxiety breakdown due to the headache and extensive reading. ATAS assured me 100% assistance with the setup, so I’ve decided to go with them instead. Thank you for your efforts.
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| [2024-05-27 13:35:35] |
| Sierra_Chart Engineering - Posts: 17156 |
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We will work on the refund for you. But there is no refund of exchange fees.
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 |
| [2024-05-28 20:39:00] |
| Veleskie - Posts: 8 |
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thank you
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| [2024-05-30 13:01:48] |
| John - SC Support - Posts: 36238 |
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We refund Usage Time in whole month (31 day) increments. You had 171 days of Usage Time remaining, therefore we were able to refund 5 months (155 days) of usage time back to your Services Surplus balance. At this time, you have 16 days of Usage Time remaining. After June 14, 2024 your account will automatically be put in an expired state. There is nothing further you need to do in this regard. After refunding the Usage Time, your Services Surplus balance was $222.20. We have a $5.00 processing fee for payment refund, therefore a total of $217.20 has been refunded through PayPal. 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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