Support Board
Date/Time: Sun, 24 Nov 2024 04:40:15 +0000
[Locked] - Sierra Chart Internet Connectivity Related Issues
View Count: 3781
| [2024-05-25 16:58:16] |
| Sierra_Chart Engineering - Posts: 17154 |
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We have been receiving complaints of users in Europe, Asia, and Australia of having poor connectivity to Sierra Chart data feeds including the Denali Data Feed. Users in the United States are not affected. We would also assume that users in North America are not affected as well. We understand that this issue, has to do with users in Asia, the Pacific and Europe. We have been doing some research, and the issue does appear to be with our main ISP Cogent. It centers around peering disputes, and them de-peering with other networks. Links at the end of the post. For the record, Cogent is not used for Teton order routing or serving data out of Aurora Illinois. For that we use Zayo and soon as a backup we will be using GTT for Teton order routing backup Internet. Teton order routing is not affected by any of what is described in this thread. When we added support for Cogent back in December 2023, it was replacing Internet we were obtaining from the data centers we our using (For example in Equinix CH1 in Chicago). That Internet, had its own problems. Cogent solved a lot of issues for us at the time and was able to get 2 10 Gb connections installed for us quickly. The decision to use Cogent was not based on price at the time although it was less expensive than other providers and we wondered why the other providers were more expensive. It just happened to be, that Cogent was a provider we had looked at in the past based upon recommendations of others. We want to remind users, that near the end of when were using the Internet provided by Equinix CH1 which according to them was a combination of NTT and Lumen (a large network provider), there were some customers of ours in the US noticing very severely lagging data, even in the minutes according to some reports. This was a completely unacceptable situation and we moved quickly to resolve this. It was never the intention to solely rely on Cogent, but we did not add another connection at CH1 like from Zayo because we have been planning to move to a new data center, in Southfield Michigan. We have this new location in Southfield Michigan at this time and we are getting close to moving our equipment from CH1. Southfield Michigan also uses a Cogent connection because it was the intention to move one of the connections from CH1 due to a contractual obligation. Technically that move never occurred. It was considered a new install by Cogent. And we regret doing it. Cogent did not properly advise us on this. We are obtaining, Internet from the data center there are in Southfield Michigan from 123 Net, who themselves is a Telecom company. We were a little hesitant to do this, but they work with the following providers using BGP routing and they assure us, that there are not saturation of connections: Lumen AS209 Chicago, IL
Cogent AS174 Southfield, MI GTT AS3257 Chicago, IL Hurricane Electric AS6939 Southfield, MI Lumen AS3356 Southfield, MI NTT Communications AS2914 Chicago, IL PCCW Global AS3491 Chicago, IL Tata Communications AS6453 Ashburn, VA Arelion AS1299 Southfield, MI Verizon AS2828 Southfield, MI Update 2024-06-01: The above connection is in place and now working well. This Internet connection we expect will be available June 1 but will not be handling the full load of users at the time, until we complete our move equipment from Chicago. We are also going to upgrade our Internet connections in Aurora Illinois, and serve data from there as well. Update: This is also now completed. We even looked at using AT&T for Internet access and we may use AT&T. We will spend what is necessary to deliver our customers the best service. Experts have told us though that does not really matter if we use AT&T. We are not really totally convinced by that and we may very will add them as well at some point. But it may not be essential right now. Getting back to Cogent, apparently the problem is, depeering with other major providers. See the links below. This has taken us by surprise, and we acknowledge we are not very experienced, in this sector of the industry. And did not know something like this could happen. We are taking immediate steps to resolve this. We have been working hard to relocate from Chicago to Michigan where we can easily maintain the equipment and we have been investing lot, in equipment, and connectivity. For example we are investing in a 100 Gb wavelength connection between Michigan and Chicago. Links regarding Cogent: https://www.reddit.com/r/networking/comments/1cu13bv/cogent_depeering_tata/?rdt=48558 https://www.thinkbroadband.com/news/9896-ntt-cogent-peering-dispute-increasing-latency-for-some-routes For the record, we are angry as hell at Cogent. We are going to give them hell over this. If there is a lawsuit against them, we will join it. This is the most outrageous behavior we have ever heard of. ---- Before and after we leave Chicago, CME data, will be served out of Aurora Illinois, and also Michigan. 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: 2024-06-04 12:41:21
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| [2024-05-25 19:02:21] |
| Sierra_Chart Engineering - Posts: 17154 |
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Additionally we do not advise at this point in time, that any user use ds13.sierracharts.com as a solution to the problem. It will not help. Do not specify any specific server to use and we will advise further once we have the additional internet service providers working. 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 10:34:57] |
| Sierra_Chart Engineering - Posts: 17154 |
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What Cogent has done is a massive breach of contract/ trust/confidence. It is an absolutely totally terrible despicable thing. We were not using Cogent because of cost. It was just one of the providers we were told about when we originally put servers, at CH1 many years ago through another service provider. We did not understand the background of Cogent being a cheap operator when it comes to peering relationships. And over the last three months, we have been talking with many providers including AT&T and Lumen and Crown Castle. We were only going to be putting the very best into our new location at Southfield Michigan. It was down to AT&T and Lumen. In the end we decided to take what the data center offers for Internet because they give us access to Lumen and can get this installed in about 5 days rather than many weeks. We are not skimping on anything we are doing at this new location. All equipment and services at that location we are getting are the very best. 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: 2024-05-26 11:35:48
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| [2024-05-26 21:44:09] |
| Sierra_Chart Engineering - Posts: 17154 |
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We want to share this internal communication, dated April 12, 2024 when one of the service providers was asking us, about their quotation for the dedicated Internet access connection in Michigan. This was our response: Would like to let you know that the decision is not based on price. And we will not be using Cogent. The decision is about how will we get the very best global connectivity. We have also been looking at AT&T and Lumen. Even a local provider called Everstream. No decision has been made. We know AT&T does have the largest network globally, at least among US providers. Although if you are peering with AT&T and effectively give us the same thing then that is an important consideration to us. Another consideration is we want routing to AT&T users within Michigan to stay within Michigan rather than going through Chicago. (additional text removed as is not relevant) So we have been working on this issue in the background before, we were even aware of what Cogent was up to regarding peering relationships. 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: 2024-05-26 21:45:06
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| [2024-05-29 20:11:59] |
| Sierra_Chart Engineering - Posts: 17154 |
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Our first new Internet connection with peering to all of these providers: Lumen AS209 Chicago, IL
Cogent AS174 Southfield, MI GTT AS3257 Chicago, IL Hurricane Electric AS6939 Southfield, MI Lumen AS3356 Southfield, MI NTT Communications AS2914 Chicago, IL PCCW Global AS3491 Chicago, IL Tata Communications AS6453 Ashburn, VA Arelion AS1299 Southfield, MI Verizon AS2828 Southfield, MI is going to be available we expect tonight. You can use this new connection for CME data by using the server DS32.sierracharts.com We will let you know when it actually goes into effect. You may want to wait because Internet connectivity will be interrupted to the server for a period of time. To use this specific server, enter it in this field in Sierra Chart: Sierra Chart Server Settings: CME Exchange Data Feed Server Address and Port Override (Global Settings >> Sierra Chart Server Settings >> General >> Special) And this field: Sierra Chart Server Settings: CME Exchange Data Feed Historical Server Address Override (Global Settings >> Sierra Chart Server Settings >> General >> Special) You also need to reconnect with File >> Reconnect. You will need the latest Sierra Chart version for this. If you are in the United States, there is not going to be a benefit to using this. The hardware set up we have at this location is limited and is not, everything that we want. Just be aware of that. It probably does not make any difference at the moment but we are just saying. 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: 2024-06-10 22:43:53
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| [2024-05-29 22:38:43] |
| Sierra_Chart Engineering - Posts: 17154 |
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We are not going to be able to make the change, described in post #5 above, Wednesday evening. We need more information from the 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 |
| [2024-05-30 12:39:36] |
| Sierra_Chart Engineering - Posts: 17154 |
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At this time there is high latency and packet loss to the Sierra Chart Web server. And also DS13. We have contacted Cogent about this overnight when the problem began. They said they are aware of the issue and working on it. This morning we contacted them again. They said this is due to a problem between Phoenix and Los Angeles, and Los Angeles to Las Vegas. The issue is with the ISP Lumen. And they expect resolution in about 4 to 5 hours, and this was told to us about 8:30 AM US Eastern time. 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 |
| [2024-05-30 12:59:40] |
| Sierra_Chart Engineering - Posts: 17154 |
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Looks like this problem is resolved based upon normal latency and no packet loss at this time: At this time there is high latency and packet loss to the Sierra Chart Web server. And also DS13.
We have contacted Cogent about this overnight when the problem began. They said they are aware of the issue and working on it. This morning we contacted them again. They said this is due to a problem between Phoenix and Los Angeles, and Los Angeles to Las Vegas. The issue is with the ISP Lumen. And they expect resolution in about 4 to 5 hours, and this was told to us about 8:30 AM US Eastern time. 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 |
| [2024-05-31 14:08:57] |
| Sierra_Chart Engineering - Posts: 17154 |
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Last night Thursday 2024-05-01 one of our servers ds27 which normally functions as a backup server now has a Zayo Internet connection. Which will resolve connectivity issues that some users outside the US are having. This server will be automatically used. If you are outside the United States and you are having a problem with connectivity you will be automatically connected to it. (Outdated information removed) ---- Regarding the new higher capacity Internet connection for Michigan, that is taking a little longer than expected to get up and running. We expect to have it done this Friday evening 2024-05-31. ---- To specify a specific server to use for CME data, set these two settings (real-time data and historical data) in the Sierra Chart Server Settings window: Sierra Chart Server Settings: CME Exchange Data Feed Server Address and Port Override (Global Settings >> Sierra Chart Server Settings >> General >> Special) Sierra Chart Server Settings: CME Exchange Data Feed Historical Server Address Override (Global Settings >> Sierra Chart Server Settings >> General >> Special) At this point though there is no longer a need to specify any addresses and it is best not to specify them. Since this can have a consequence of placing too much load on a particular server if there are too many users using a particular server. 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: 2024-06-05 15:30:22
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| [2024-06-02 15:23:15] |
| Sierra_Chart Engineering - Posts: 17154 |
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To get the updated changes to server addresses restart Sierra Chart. There is nothing special you need to do other than to restart Sierra Chart. The new Internet connection for our Michigan location is now installed and working. Although we have very limited equipment at that location. More equipment will be moved we expect over the next 1 to 3 weeks. Until we move everything out of Chicago. We were going to try to move some equipment this weekend, but we needed to defer this 1 week. 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: 2024-06-02 15:25:44
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| [2024-06-04 12:51:14] |
| Sierra_Chart Engineering - Posts: 17154 |
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For the record Teton Order Routing is not affected by any of the above. Information about Teton order routing: Sierra Chart Teton Futures 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: 2024-06-04 12:51:25
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| [2024-06-06 20:31:20] |
| Sierra_Chart Engineering - Posts: 17154 |
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We want to say, that we are hesitant to start a thread like this because we do not want to be blamed with all of the Internet connectivity that exists, throughout the world, at different times. There are going to be problems and you will have connectivity issues at times. The overwhelming majority of these are not related to Sierra Chart. We want to highlight this post and our response: Problems with Denali Data Feed We have no control with the packet flow back from users computers. We have no control at all over the packet flow out over the public Internet once it goes to a particular carrier. The point is that you have to take responsibility for your Internet connection and get a new connection or change ISPs in order to improve the connection to the extent possible. We cannot help you with that. You may also want to upgrade your router as well to a faster one if needed. Also regarding Cogent. Today we had a user in Thailand reporting connectivity issues during busy times. We ran a trace route, from our new Internet connection in Michigan, and we found that the route was using Cogent starting from Toledo Ohio. We then checked the route using our Zayo Internet connection out of Aurora Illinois. And Zayo is passing the packets, to Cogent in Chicago going all the way to the West Coast and Asia. Zayo did not even handle the packets, going to the West Coast of the United States. Zayo handed the packets to Cogent in Chicago. We have no control over that at all. We then checked an AT&T connection we have. And did a trace route to Thailand, to the particular user's IP. AT&T passed the packets off to Cogent in Chicago. So as you can see, we have no control over this. We should not be faulted for the issues with Cogent. But we are working to add additional ISPs. AT&T is using Cogent out of Chicago to route to Asia. Zayo is using Cogent out of Chicago to route to Asia. Our provider in Michigan is using Cogent out of Toledo Ohio to route to Asia ( or perhaps the IP packet flow to Cogent was at a closer point but we cannot tell from the trace route name resolution). We did a trace route to Thailand, using the particular user's IP who had a problem, using Lumen, and we found that they passed the packets, off to Tata communications in San Jose California. So we asked our Internet provider in Michigan to change the routing to use Lumen. They did that. We will see if there is an improvement. Update: The information we have from at least one user in Thailand is the connectivity issue is now 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: 2024-06-07 21:36:52
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| [2024-06-10 23:03:28] |
| Sierra_Chart Engineering - Posts: 17154 |
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We want to update this thread, and say that we know about the poor connectivity to our web services for some users affected by the Tata de-peering by Cogent. This is going to be users outside of the United States. Like updating Sierra Chart, taking a long time. The web services, will be running on a new connection we expect by June 17. It will be Lumen connection we expect. ds13 will also be running on that same connection. These particular services all run out of Las Vegas. So ds13.sierracharts.com can be used for anyone on the West Coast or Asia or Australia. We do not recommend using this particular server now until we get the new connectivity in place. 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: 2024-06-10 23:04:01
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| [2024-06-12 22:12:19] |
| Sierra_Chart Engineering - Posts: 17154 |
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First, for the record, Cogent can go to hell!! Sierra Chart is publicly telling Cogent to go to hell. This problem is causing issues, also for our Forex data, crypto data, market statistics data and US equities data, if you are in an affected area which would be some areas outside of the United States. We know about this problem. We are going to get this resolved as soon as possible. We expect to have a solution ready for US equities data and cash indices data over the weekend. And by Monday, June 17 for data like Forex/CFD data and crypto data and market statistics data. 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: 2024-06-13 08:49:27
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| [2024-06-12 22:29:43] |
| Sierra_Chart Engineering - Posts: 17154 |
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What users can do in the meantime for US equities data, Forex and CFD data, crypto data and market statistics data is use a separate installation of Sierra Chart: Using Multiple Data and Trading Services at the Same Time And increase the Intraday Data Storage Time Unit: Data/Trade Service Settings: Intraday Data Storage Time Unit (Global Settings >> Data/Trade Service Settings >> Common Settings >> Common Settings) This will minimize the amount of bandwidth used for historical data. 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 |
| [2024-06-14 08:06:27] |
| Sierra_Chart Engineering - Posts: 17154 |
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Our new Lumen connection, was installed Thursday evening for our US West Coast location. Very happy, that Lumen was able to deliver that very quickly. No one was able to do this but them. We are going to switch over DS13 (For crypto data, US west coast relay for CME data, market statistics, Forex/CFD data) during the middle of the day today. It will just take a few minutes. Will not be a problem because we have other servers, users will be automatically switched to. We will also be moving our web services over, this evening. So this will solve, the problem with our web services like slow Sierra Chart program updates if you have are in an affected area around the world (outside of the US), related to the Cogent issue. And for crypto data, market statistics, Forex/CFD data, this will be the first server, that is now off of Cogent. 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: 2024-06-14 08:09:48
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| [2024-06-16 12:30:56] |
| Sierra_Chart Engineering - Posts: 17154 |
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What we are finding, is there is no perfect Internet service provider. As we do research, Cogent has a history of peering disputes and acting in a reckless manner and de-peering but they are not the only ones guilty of this. We have read about situations where when this would happen, de-peering, at about 15 years ago, that this has resulted in literal 100% breaks in connectivity between areas of the Internet leaving users completely stranded without connectivity to certain sites. In this particular case it was not Cogent who did this. It was another major provider. And as we look at providers like Zayo, AT&T, Lumen. We see they all use Cogent for some routes. We have a customer in Mexico, which posted about a connectivity issue, and their IP routes through Cogent with all three of these providers. At the present time. So as you can see we simply cannot solve this problem with a single provider. However, using our 123.net Internet connection we have in Michigan, which peers with multiple Internet service providers, the connection goes over Tata Communications. But we have no control over that routing. Seems like we just have to have multiple Internet connections and let users choose what to use. Not sure quite how we would do this but we can figure out a solution. Hurricane Electric has also been mentioned to us. We are looking at that. They are in the pricing category of like a Cogent. Assuming price has any relevancy. We are finding even the most expensive providers, are willing to give price for breaks, to match others. There is never going to be any perfect provider. So in other words, our new Lumen connection on the US West Coast, still uses Cogent in some cases! What a disappointment for us! Just horrible. This is a very expensive connection as well. Price does not matter. This is what we were told. Anyway the Lumen connection is now up and running for our DS13.sierracharts.com server, and our website. We also still use Cogent ourselves in the background for site to site communication within the US. Since within the US, they work just fine and we are utilizing connections we already have. 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: 2024-06-16 12:44:19
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| [2024-06-24 19:57:58] |
| Sierra_Chart Engineering - Posts: 17154 |
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We want to make a posting in this thread to close out this issue. For all of our Sierra Chart users there is no longer any use of Cogent for Internet connectivity as of Saturday morning June 22, 2024. In the background we do use Cogent, within the US, for a data transmission between sites but this is all. It does not affect users in any way. Cogent works fine within the US. We have looked at trace routes from users in Asia who are still having some difficulties with connectivity and we do see for some users Cogent is being used on the return path back to our servers, but this is not within our control. The return path back, from the users computer to our servers is very important as well because for TCP communication every packet that is sent out has to be acknowledged. These acknowledgments are used for flow control and packet retransmission when there are lost packets. So if there are not acknowledgments of packets due to packet loss on the return path, this results in the data feed becoming delayed or stopping. 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: 2024-06-24 20:00:15
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