Support Board
Date/Time: Sat, 23 Nov 2024 23:21:09 +0000
July 3rd Trade issue
View Count: 219
| [2024-07-05 17:00:22] |
| User700562 - Posts: 3 |
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Hello, On July 3rd I placed a buy order for 2 contracts on the NQU at 10:10:59 PST. This was a bracketed order with 4 other accounts that had a stop loss and 2 take profits. At 10:11:37 PST I flattened all accounts, but the only account that was flattened was my APEX account ending in 03, the other accounts stop loss and take profits were cancelled, but the fill never happened and should have. The market closed at 10:15 PST, and I was stuck in this trade. My concern is that all my APEX trades need to be closed before the end of the trading session, and i had done that, but something happened where 4 of my accounts didn't close. Can you please look into this and rectify for me? Thank you |
| [2024-07-05 18:59:49] |
| John - SC Support - Posts: 36238 |
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We can tell you right now that the issue was with Rithmic. You can verify this through your Trade Activity Log and look at the information for the orders you put in for the other accounts to flatten. You will see that there was not a response from Rithmic on this. Refer to the following: Trade Activity Log Analysis: Determining the Origin of a New/Modified Order For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-07-05 19:06:25] |
| User700562 - Posts: 3 |
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Thank you for your response. When I reached out to Rithmic support they said that if Sierra chart believes its a rithmic issue, then you would need to submit a "technical support case". Would you be able to do that? Here is their correspondence with me: Hi Brandon, Thanks for contacting us, Please keep in mind that SierraChart is not Rithmic software, and we have limited ability to help you troubleshoot their product. If you are interested in troubleshooting these problems, I can suggest two courses of action: 1. Use our product R | Trader Pro- do you have the same problems, or does it perform better, or worse? This can allow us to see if the problem is not particular to SierraChart. 2. Open a support case with SierraChart. If they believe it is a Rithmic problem, they can open a technical support case with rapi@rithmic.com Please note that we do not accept problem reports for third party software programs using the R | API+ direct from end users, we require the software developer to report R | API+ problems using our problem reporting methodology. Please note that Apex Support is your first point of contact for account-related assistance and most problem reports. If there is a technical issue, Apex Support Agents will escalate to Rithmic directly. Kindly open a ticket with Apex Support at the link below: https://support.atf.com/hc/en-us/requests/new Thanks, SW |
| [2024-07-05 19:47:36] |
| John - SC Support - Posts: 36238 |
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There is nothing we can do about this. The interface between Sierra Chart and Rithmic was created by Rithmic and does NOT use their R-Trader software in the middle of it. The response you received from Rithmic is their standard response. We have told them about this issue but they have not resolved it. It is not within our ability to fix the issue, since this interface was written by, and owned by, Rithmic. They need to deal with it. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-07-08 13:30:03] |
| Sierra_Chart Engineering - Posts: 17154 |
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We would not contact Rithmic about this. It is not necessary. They should know what to do to resolve the problem. You can also look at the Trade Activity Log and see exactly what is happening. You can also go to the Trade >> Trade Positions Window and flatten the positions again from there. You should always check your positions there. Our strong advice is discontinue Rithmic and discontinue Sierra Chart if your only interest is using Sierra Chart with Rithmic. None of us need this kind of problem. 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: 2024-07-08 13:30:25
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| [2024-07-12 17:33:54] |
| User700562 - Posts: 3 |
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Thank you for your candor. I like Sierra chart and it’s unfortunate to hear about the issues with Rithmic. If I’m using an apex funded account, is there an alternative to rithmic so that I can still use Sierra chart?
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| [2024-07-12 18:53:03] |
| John - SC Support - Posts: 36238 |
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If I’m using an apex funded account, is there an alternative to rithmic so that I can still use Sierra chart?
Unfortunately, there is not an alternative. 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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