Support Board
Date/Time: Thu, 21 Nov 2024 12:31:12 +0000
I don' receive data on my Quoute board
View Count: 208
| [2024-11-04 14:53:35] |
| User965721 - Posts: 14 |
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Hello! I am writing you because I don't receive data on my Quoute board and my charts of course. Last week I was on Service Package 11 with Teton CME Order Routing activated. Now, I changed my plan to Service Package 5 Base Advanced with SC Data - All services. I am back to SIM because trading real money was too soon for me. What I did until to now: 1.I made changes in the Data/Trade Service Settings from Teton CME Order Routing to SC Data - All services. Save all. 2.Translate symbols to current service. I checked the symbols for SIM to be correct and Save all. 3.Disconnect/Reconnect. Save again. 4.Delete all the downloaded contracts for the symbols ES and MES from my computer. Then wait for Sierra to download again. Save. After all these steps I'm still not receiving any data. Please advise on this issue. Regards, Mihai |
| [2024-11-04 18:19:36] |
| Sierra_Chart Engineering - Posts: 17133 |
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Tell us one of the symbols that is on the Quote Board which is not updating. We need to know the exact symbol.
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 |
| [2024-11-04 21:45:24] |
| User965721 - Posts: 14 |
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My symbols are: ESZ24-CME MESZ24-CME |
| [2024-11-04 23:53:22] |
| Sierra_Chart Engineering - Posts: 17133 |
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Update Sierra Chart to the current version: Software Download: Fast Update And then update the Symbol Settings and disable Use Custom Symbol Settings: Follow the instructions here to update the Symbol Settings: Global Symbol Settings: Update Global Symbol Settings 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: 2024-11-04 23:57:17
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| [2024-11-05 10:53:50] |
| User965721 - Posts: 14 |
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Hello! I've made the update to the current version of Sierra Chart 2700. I disabled 'Use custom symbol settings values' and then 'Update from server'. I disconnect and then reconnect again. I'm still not receiving any data on the quote board. Can I send you the 'Message log' for analysis? Regards, Mihai |
| [2024-11-05 15:13:19] |
| John - SC Support - Posts: 36174 |
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Please get us an image of your Quote Board by following these instructions: Support Board Posting Information: Attaching or Posting a Screenshot/Image (Optional) For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-11-05 15:22:59] |
| Sierra_Chart Engineering - Posts: 17133 |
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Follow the instructions here to clear the Message Log: Message Log: Clearing the Message Log Close all of the Chartbooks with "File >> Close All Chartbooks". Open a single chart for the symbol you have an issue with through "File >> Find Symbol". Tell us that symbol of the chart. Tell us about *one* symbol only. Disconnect from the data feed with "File >> Disconnect". Connect to the data feed with "File >> Connect to Data Feed". After the connection and after about 10 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 |
| [2024-11-05 15:56:37] |
| User965721 - Posts: 14 |
|
2024-11-05 10:49:39.555 | Software version: 2700 64-bit 2024-11-05 10:49:39.555 | Primary Thread ID: 12264 2024-11-05 10:49:39.555 | Usage end date: 2025-02-12 2024-11-05 10:49:39.555 | Enabled for: Advanced Features 2. 2024-11-05 10:49:39.555 | Enabled for: Sierra Chart Historical Data Service. 2024-11-05 10:49:39.555 | Enabled for: Delayed Denali Exchange Data Feed. 2024-11-05 10:49:39.555 | Enabled for exchange2: CME 2024-11-05 10:49:39.555 | Allow Support for Sierra Chart Data Feeds is enabled. 2024-11-05 10:49:39.555 | Current selected Data/Trading service: SC Data - All Services 2024-11-05 10:49:39.555 | Custom symbol settings values: disabled 2024-11-05 10:49:39.555 | Chart Update Interval: 400 2024-11-05 10:49:39.555 | Intraday Data Storage Time Unit: 1 2024-11-05 10:49:39.555 | Time Zone: -05:00:00 (EST-05EDT+01,M3.2.0/02:00,M11.1.0/02:00) 2024-11-05 10:49:39.555 | 2024-11-05 15:49:39 Local computer time in UTC 2024-11-05 10:49:39.555 | 2024-11-05 10:49:39 Local computer time in SC Time Zone 2024-11-05 10:49:39.555 | 2024-11-05 15:40:28 Server time in UTC 2024-11-05 10:49:39.555 | Local computer UTC time and Server UTC time difference: 7 seconds. 2024-11-05 10:49:39.555 | Notice: Your computer's clock is off by 7 seconds. Set the 'Global Settings >> NTP Settings >> NTP Client Enable' to 'Yes'. 2024-11-05 10:49:39.555 | Program path: C:\SierraChart\ 2024-11-05 10:49:39.555 | Data Files path: C:\SierraChart\Data\ 2024-11-05 10:49:39.555 | OS Version Number: 10.0 2024-11-05 10:49:39.555 | Locale Setting: C 2024-11-05 10:49:39.556 | DLLs: UserContributedStudies_64.dll 2024-11-05 10:49:39.556 | Allowed protected custom studies: 2024-11-05 10:49:39.556 | Crash reporter started: true 2024-11-05 10:49:39.556 | 2024-11-05 10:49:48.426 | ESZ24-CME 1 Min #1 | Reloading chart. 2024-11-05 10:49:48.530 | ESZ24-CME 1 Min #1 | Chart data loading complete. 2024-11-05 10:50:39.741 | File >> Disconnect selected. 2024-11-05 10:50:39.758 | SC Data with Depth | Waiting for socket receive thread to end 2024-11-05 10:50:39.758 | DTC Client socket (2) | CloseSocket call. 2024-11-05 10:50:39.758 | DTC Client socket (2) | Shutdown started. Waiting for graceful close. 2024-11-05 10:50:39.758 | SC Data with Depth | Disconnected from the server. 2024-11-05 10:50:39.758 | Delayed Data Feed | Waiting for socket receive thread to end 2024-11-05 10:50:39.758 | DTC Client socket (1) | CloseSocket call. 2024-11-05 10:50:39.758 | Delayed Data Feed | Disconnected from the server. 2024-11-05 10:50:39.758 | Delayed Data Feed | Waiting for socket receive thread to end 2024-11-05 10:50:39.758 | DTC Client socket (1) | Shutdown started. Waiting for graceful close. 2024-11-05 10:50:39.759 | DTC Client socket (3) | CloseSocket call. 2024-11-05 10:50:39.759 | Delayed Data Feed | Disconnected from the server. 2024-11-05 10:50:39.759 | Delayed Data Feed | Waiting for socket receive thread to end 2024-11-05 10:50:39.759 | DTC Client socket (3) | Shutdown started. Waiting for graceful close. 2024-11-05 10:50:39.759 | DTC Client socket (4) | CloseSocket call. 2024-11-05 10:50:39.759 | Delayed Data Feed | Disconnected from the server. 2024-11-05 10:50:39.759 | SC Data - All Services | Disconnected. 2024-11-05 10:50:39.759 | DTC Client socket (4) | Shutdown started. Waiting for graceful close. 2024-11-05 10:50:39.887 | DTC Client socket (1) | Socket gracefully closed by remote side. 2024-11-05 10:50:39.887 | DTC Client socket (1) | Closed. 2024-11-05 10:50:40.025 | DTC Client socket (3) | Socket gracefully closed by remote side. 2024-11-05 10:50:40.026 | DTC Client socket (3) | Closed. 2024-11-05 10:50:40.060 | DTC Client socket (4) | Socket gracefully closed by remote side. 2024-11-05 10:50:40.061 | DTC Client socket (4) | Closed. 2024-11-05 10:50:40.064 | DTC Client socket (2) | Socket gracefully closed by remote side. 2024-11-05 10:50:40.064 | DTC Client socket (2) | Closed. 2024-11-05 10:50:47.089 | 2024-11-05 10:50:47.090 | SC Data - All Services | Connected to server complete. 2024-11-05 10:50:47.090 | No download requests in the queue to start downloads for. | Number times message added: 3 2024-11-05 10:50:47.090 | Subscribing to symbol for symbol alert. ESZ24-CME 2024-11-05 10:50:47.090 | Using symbol data fast lookup vector 2024-11-05 10:50:47.091 | SC Data - All Services | Starting real-time market data updates for: ESZ24-CME. ID: 1 2024-11-05 10:50:47.091 | SC Data - All Services | Subscribing to streaming market data in the service client is not supported. Symbol: ESZ24-CME 2024-11-05 10:50:47.091 | SC Data - All Services | Requesting security definition data for: ESZ24-CME. ID: 1 2024-11-05 10:50:47.091 | Subscribing to symbol for symbol alert. CLX24-NYMEX 2024-11-05 10:50:47.091 | Mapping CLX24-NYMEX to CLX24. Service code: nymex 2024-11-05 10:50:47.091 | Delayed Data Feed | Starting real-time market data updates for: CLX24-NYMEX (CLX24). ID: 2 Service code: nymex 2024-11-05 10:50:47.091 | Delayed Data Feed | Connecting to the server ds28.sierracharts.com. Port 10043 2024-11-05 10:50:47.091 | Delayed Data Feed | Requesting security definition data for: CLX24-NYMEX (CLX24). ID: 2 2024-11-05 10:50:47.094 | DTC Client socket (1) | Creating socket. 2024-11-05 10:50:47.094 | DTC Client socket (1) | New receive buffer size: 0 2024-11-05 10:50:47.094 | DTC Client socket (1) | Connecting to IP: 67.214.125.5. 2024-11-05 10:50:47.254 | Delayed Data Feed | Network connection to server complete. 2024-11-05 10:50:47.254 | Delayed Data Feed | Starting socket receive thread. 2024-11-05 10:50:47.254 | Delayed Data Feed | Sending encoding request to server: Binary VLS. Compression: standard 2024-11-05 10:50:47.390 | Added historical Intraday data request for ESZ24-CME to the queue. 2024-11-05 10:50:47.390 | Intraday data recording state for symbol ESZ24-CME is set to download 'Pending'. 2024-11-05 10:50:47.390 | Triggering next historical data download in queue. 2024-11-05 10:50:47.399 | Delaying start of download for ESZ24-CME. 2024-11-05 10:50:47.461 | Delayed Data Feed | Setting DTC encoding to Binary VLS 2024-11-05 10:50:47.461 | Delayed Data Feed | Sending logon request message. 2024-11-05 10:50:48.279 | Delayed Data Feed | Received logon response. 2024-11-05 10:50:48.279 | Delayed Data Feed | Server Name: SC Realtime Server. 2024-11-05 10:50:48.279 | Delayed Data Feed | Server protocol version: 8. Client protocol version: 8 2024-11-05 10:50:48.279 | Delayed Data Feed | Successfully connected. 2024-11-05 10:50:48.279 | Delayed Data Feed | Trading is not supported. 2024-11-05 10:50:48.279 | Delayed Data Feed | MarketDepthIsSupported: 1 2024-11-05 10:50:48.279 | Delayed Data Feed | Restarting real-time data updates for symbol: CLX24-NYMEX -> CLX24 2024-11-05 10:50:48.516 | Delayed Data Feed | Real-time data for symbol CLX24-NYMEX is currently unavailable. 2024-11-05 10:50:48.516 | Delayed Data Feed | Setting external service identifier for symbol CLX24-NYMEX to 230943 2024-11-05 10:50:48.516 | Delayed Data Feed | Received security definition for symbol CLX24-NYMEX 2024-11-05 10:50:52.802 | HD Request # 9 | Downloading Intraday chart data for ESZ24-CME to the file ESZ24-CME.scid. Service: cme 2024-11-05 10:50:52.803 | HD Request # 9 | Download start date-time: 2024-11-05 10:35:45.000000. File last date-time: 2024-11-05 10:35:45.193000 2024-11-05 10:50:52.803 | HD Request # 9 | Using server: ds32.sierracharts.com port 10149 2024-11-05 10:50:52.888 | Socket (2) | Creating socket. 2024-11-05 10:50:52.888 | Socket (2) | New receive buffer size: 0 2024-11-05 10:50:52.888 | Socket (2) | Connecting to IP: 67.214.125.3. 2024-11-05 10:50:53.295 | HD Request # 9 | Setting DTC encoding to Binary VLS 2024-11-05 10:50:53.295 | HD Request # 9 | Sending historical data logon request message. 2024-11-05 10:50:54.012 | HD Request # 9 | Requesting Intraday data. Start date-time: 2024-11-05 10:35:45. Record interval: 1. Symbol: ESZ24 2024-11-05 10:50:54.217 | HD Request # 9 | Decompressing data. 2024-11-05 10:50:54.423 | HD Request # 9 | Receiving Intraday data for ESZ24-CME starting at 2024-11-05 10:35:45.193000 2024-11-05 10:50:54.424 | Socket (2) | CloseSocket call. 2024-11-05 10:50:54.424 | Socket (2) | Shutdown started. Waiting for graceful close. 2024-11-05 10:50:54.424 | Historical data download thread signaled to stop. 2024-11-05 10:50:54.425 | HD Request # 9 | Timestamp of first Intraday data file record written: 2024-11-05 10:35:45.193000. 2024-11-05 10:50:54.425 | HD Request # 9 | Received 291 Intraday data records from 2024-11-05 10:35:45.193000 to 2024-11-05 10:40:46.035000 (5.0 minutes. Delay: 10.1 minutes) and wrote 291 records for ESZ24-CME 2024-11-05 10:50:54.430 | HD Request # 9 | Add time&sales data | Remembered last file record date-time: 2024-11-05 15:40:46.035000 2024-11-05 10:50:54.430 | HD Request # 9 | Completion time: 2s. 2024-11-05 10:50:54.430 | HD Request # 9 | Intraday data download complete for ESZ24-CME. Unique request ID: 9 2024-11-05 10:50:54.430 | Removing historical data download ID 9. 2024-11-05 10:50:54.430 | Real-time Intraday chart data file updates started for ESZ24-CME 2024-11-05 10:50:54.430 | Opened cached Intraday file: C:\SierraChart\Data\ESZ24-CME.scid. Thread ID: 12264 2024-11-05 10:50:54.430 | Intraday chart data file opened for ESZ24-CME 2024-11-05 10:50:54.430 | HD Request # 9 | Enabling Intraday chart updating for symbol. 2024-11-05 10:50:54.430 | 2024-11-05 10:50:54.430 | No download requests in the queue to start downloads for. 2024-11-05 10:50:54.631 | Socket (2) | Socket gracefully closed by remote side. 2024-11-05 10:50:54.631 | Socket (2) | Closed. |
| [2024-11-06 19:53:27] |
| Sierra_Chart Engineering - Posts: 17133 |
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This is the problem: 2024-11-05 10:50:47.091 | SC Data - All Services | Subscribing to streaming market data in the service client is not supported. Symbol: ESZ24-CME Disable Custom Symbol Settings: Global Symbol Settings: Disabling Custom Symbol Settings 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 |
| [2024-11-07 10:59:27] |
| User965721 - Posts: 14 |
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Hello! I did that before when you told me to. I did it again. I disabled 'Use custom symbol settings values' and then 'Update from server'. I disconnected and then reconnected again. I've made the update to version 2700. I'm still not receiving any data on the quote board. My charts are not moving at all. I want to give you a suggestion. I had a subscription until November 9th with Service package 11. On the 1st of November, I changed it to Service Package 5. Maybe it is a glitch somewhere changing from Real data to Delayed data. I will wait for a solution. Regards! Mihai |
| [2024-11-07 11:58:50] |
| User965721 - Posts: 14 |
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Update! I'm sending you attached a screenshot of a new quote board. It seems that I receive some data but only for some symbols, not for all. Maybe the problem is with the CME. When I had Service Pack 11 subscription, I paid for CME only. And now I'm not receiving Delayed data for CME. Also, please read my previous message. Regards! Mihai |
Private File |
| [2024-11-07 13:54:22] |
| Sierra_Chart Engineering - Posts: 17133 |
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Yes we see that: 2024-11-05 10:49:39.555 | Custom symbol settings values: disabled
Can we do a remote assistance call with you to look into 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 |
| [2024-11-07 15:55:03] |
| User965721 - Posts: 14 |
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I would like to arrange a phone call first. Please let me know your phone number and a time & date. I can call you or you can call me. You have my phone number. Regards, Mihai |
| [2024-11-10 19:32:09] |
| Sierra_Chart Engineering - Posts: 17133 |
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We apologize for the delay. Can we call you after 6 PM Eastern time today, Sunday?
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 |
| [2024-11-11 11:10:49] |
| User965721 - Posts: 14 |
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You can call me on Monday in the early hours of the day. Thanks, Mihai |
| [2024-11-11 13:25:00] |
| Sierra_Chart Engineering - Posts: 17133 |
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We want you to restart Sierra Chart. See if the problem is now resolved. If so, then we think we know why this might have happened. 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: 2024-11-11 13:25:15
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| [2024-11-11 13:33:22] |
| User965721 - Posts: 14 |
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Yes, I'm receiving data from CME now. The chart is also moving.
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| [2024-11-12 15:50:31] |
| User965721 - Posts: 14 |
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Please, can you extend my subscription with the number of days I was not able to use your service? Regards, Mihai |
| [2024-11-12 16:36:27] |
| John - SC Support - Posts: 36174 |
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How many days was that?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-11-13 05:10:07] |
| Sierra_Chart Engineering - Posts: 17133 |
|
We have done that for you.
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 |
| [2024-11-13 13:40:54] |
| User965721 - Posts: 14 |
|
Thank you very much for your help! Regards, Mihai |
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