Support Board
Date/Time: Wed, 19 Mar 2025 03:24:37 +0000
Footprint Data stopped showing all of a sudden
View Count: 395
| [2024-12-02 19:59:52] |
| Brightstone - Posts: 18 |
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Hi, my footprint charts stopped providing (showing) data this morning all of a sudden. My Denali/ CME plan and package 11 plan are both current and there isn't any connectivity issues that i can see with linking my Interactive Brokers account. Please help. Everything has worked great up until about 5 hours ago and I've been trying to troubleshoot it on my own with a very helpful discord group since then, but still no luck. Thanks in advance!
Date Time Of Last Edit: 2024-12-02 20:24:14
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 FP Data Stopped.png / V - Attached On 2024-12-02 20:24:06 UTC - Size: 515.02 KB - 43 views |
| [2024-12-02 20:23:32] |
| John - SC Support - Posts: 38782 |
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You are currently getting your data from Interactive Brokers, not from us. What you are seeing is not unusual for historical data from Interactive Brokers (i.e. downloaded data to fill in missing data). You should not be having a problem with real-time data from Interactive Brokers, however. If you are having a problem with real-time data, then let us know and we will dig into it from there. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-12-02 20:29:59] |
| Brightstone - Posts: 18 |
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Hi John, yes i believe im having a problem with real-time data. Ive attached another screenshot in real time (taken right now) and it shows the most recent candle as 2:17 pm when the current time is actually 2:27pm.
Date Time Of Last Edit: 2024-12-02 20:30:17
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| FP Real Time Data Delayed 10 min.png / V - Attached On 2024-12-02 20:27:58 UTC - Size: 308.97 KB - 42 views |
| [2024-12-02 20:33:34] |
| John - SC Support - Posts: 38782 |
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In terms of delayed data, you would need to check with Interactive Brokers on this. You are setup to get your data from them, so if you are getting delayed data, it would be something on their end. What is the following setting set to: - Global Settings >> Data/Trade Service Settings >> Common Settings >> Intraday Data Storage Time Unit For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-12-02 20:38:07] |
| Brightstone - Posts: 18 |
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1 tick... see screenshot
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| [2024-12-02 21:16:34] |
| Brightstone - Posts: 18 |
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John, i just got off the phone with IB support and they reminded me of a few things.... All this time on Sierra i've only gotten real-time data from the Denali exchange all along- i've never subscribed to IB market data because i don't trade there- i only use IB because it was on of the choices for selecting a Broker to link through Sierra charts..... My Footprint charts here on Sierra have been working fluidly in the past, up until this morning and Ive never had market data with IB, I only paid for market data through Denali.... i think i have have a IT issue or something here on Sierra possibly..... (my sierra charts should look like this see screenshot, but it currently does not as of this morning about 7 hours ago)
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Private File |
| [2024-12-03 13:29:42] |
| Brightstone - Posts: 18 |
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I still need help with my real time data. Its delayed 10min and this issue is going on 24 hours now. Data isnt showing on my footprint charts. See attached.
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| Market Data 10 min delay.png / V - Attached On 2024-12-03 13:29:37 UTC - Size: 336.47 KB - 39 views |
| [2024-12-03 17:24:13] |
| John - SC Support - Posts: 38782 |
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You are not setup to get any real-time data from our Denali Exchange Data Feed, nor have you ever been setup to get any real-time data from us. We think what you have been doing is getting the Delayed Streaming Data From us, and you recently switched your setup to connect to Interactive Brokers. At that time, you would have been getting your data from Interactive Brokers. In the end, you need to setup the Denali Exchange Data Feed for the data you want. For the CME Group data, follow these instructions: Denali Exchange Data Feed: *Setup Instructions: CME/CBOT/NYMEX/COMEX Exchanges* You do need to connect to a live, funded, futures trading account at least once a month for verification of your non-professional status with the CME Group. Your Interactive Brokers account will suffice for this. Are you wanting to trade live from Sierra Chart? If so, are you wanting to do this with Interactive Brokers or with a different trading service? If so, which one? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-12-03 18:25:57] |
| Brightstone - Posts: 18 |
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I can promise you i've compared my Sierra chart real time data to my Tradingview RTD & NinjaTrader execution platform RTD and confirmed the ticks and real time data was all in sync with each other. i made about 4 winning trades on my Ninjatrader execution platform over the last 2 weeks based on my Sierra Chart real time data.. Im not sure where this real time data is coming from but i know i paid $104 total to Sierra charts since i set up Sierra charts 2 weeks ago and i never bought IB data- still haven't.. I only linked my IB to my Sierra chart platform because that was the only brokerage option i have available on the Brokerage options to choose from..... see attached for my payment screenshot which i believe shows i bought Service Package 11 AND Denali Exchange Data Feed like 2 weeks ago. I NEVER bought RTD from IB but i've had RTD on my Sierra charts the very first day i started my SC subscriptions about 2 weeks ago. I would like to use sierra chart chart data going forward because i believe thats what i been using and its been working well for me up until 30 hours ago when it just stopped.... I only want to visualize my footprint chart data with Sierra, im not interested in trading/executing with Sierra at this time- i just want to visualize the orderflow in real time on my footprint charts here with Sierra. |
| Sierra Purchases.png / V - Attached On 2024-12-03 18:14:40 UTC - Size: 337.53 KB - 36 views |
| [2024-12-03 19:19:43] |
| John - SC Support - Posts: 38782 |
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Sorry, we missed the fact that you had activated the "CME with Market Depth for non-professional Trading accounts". It's a long story on how we missed it, but part of it was that you did not pay for it since it was the first month you had activated it, and we were looking through your transactions and did not see any exchange payments. Anyway, it did not renew on December 1, 2024 because your agreements were not correct. Please redo the "Uniform Subscriber Agreement" at the following link and be sure to enter "Interactive Brokers" for the "Clearing Firm" and enter your Interactive Brokers Account Number: https://www.sierrachart.com/UserControlPanel.php?page=ExchangeAgreements Post back in this thread when you have completed the agreements so we can review them for you. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-12-03 23:04:21] |
| Brightstone - Posts: 18 |
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Thats fantastic news, sounds like a simple fix. Agreements Signed accordingly! (see screenshot).. Also, going forward, do i select "Interactive Brokers" or "SC Data - All Services" in the Date Service Settings? (see 2nd screenshot) |
| signed agreements .png / V - Attached On 2024-12-03 22:59:44 UTC - Size: 261.4 KB - 36 views Data Service Settings options.png / V - Attached On 2024-12-03 23:02:53 UTC - Size: 144.31 KB - 33 views |
| [2024-12-04 06:50:47] |
| Sierra_Chart Engineering - Posts: 18836 |
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"SC Data - All Services" You also have no real-time exchanges active. You need to activate what you need from here: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation#DenaliExchangeDataFeed 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 |
| [2024-12-04 13:12:36] |
| Brightstone - Posts: 18 |
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I clicked the "Reactivate Exchange" action button and it led me to a window claiming that im tagged as a "Professional", and that if this is invalid then i need to start a "Account Support Ticket".... please help. i am not a Professional trader.. (see screenshot) Where is my non-professional options in the exchange menu? its not even there... (see screenshot) Date Time Of Last Edit: 2024-12-04 13:15:54
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| it says im a Professional.png / V - Attached On 2024-12-04 13:11:35 UTC - Size: 362.83 KB - 28 views where is Non Professional options.png / V - Attached On 2024-12-04 13:15:14 UTC - Size: 495.29 KB - 26 views |
| [2024-12-04 14:23:14] |
| SC Support - Posts: 1943 |
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Thank you for completing the Market Data Agreements. Please activate the CME Group Exchanges that you want Real-time Data for, you can do that via #3 here: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation#DenaliCME Then please re-connect to the Data Feed: File Menu: Connect to Data Feed (File) |
| [2024-12-04 15:55:23] |
| Brightstone - Posts: 18 |
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We're back in business bro! Thanks Everything is working again Is Sierra Charts Support Board Customer Service available 24 hours a day? What are the customer service hours here? |
| [2024-12-04 18:28:39] |
| John - SC Support - Posts: 38782 |
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Is Sierra Charts Support Board Customer Service available 24 hours a day? What are the customer service hours here? The core hours for the Support Board are from 08:00 to 17:00 Central US Time. But, there are other people that keep an eye on things outside of those hours, so if there is something urgent, someone will see it and be able to respond. 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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