Sierra Chart Troubleshoot Guide

Sierra Support - Read First

While Sierra Chart has an active support feed, for most problems there’s a good chance someone else has experienced and solved it. ALWAYS use google first and then search specifically within the support boards. Tips:

  • Search like this on Google: Sierra Chart how to change session time [Sierra Chart + tags from question]
    • I use the mouse scroll wheel and click on the first 5 results to open tabs in my browser
  • Try at least 2-3 variations of search terms if struggling to find answer

Takeaway: Is what I need on Google or Sierra Support Boards already?

Posting in Support

Tips for getting posting in support board:

  • Be polite. It’s not hard to be polite
  • Before posting, look at the post and trim it down, cut out useless text
  • Don’t ask a question that have been answered in other posts that are easy to find
  • In some cases on the first post consider uploading a chartbook file or image (ensure as much detail is shown: timeframe, studies, etc)
  • Don’t make a new post only saying Thank you, instead, hit the Thank You button

Troubleshoot Common Issues

Sometimes a particular study, chart, or spreadsheet may cause a user-error performance issue. First the user must know if this a chart, setting, data, or a study problem. Since there are too many combinations of possible issues to cover, here are some various techniques not in order to troubleshoot various issues:

  • Have a default copy of Sierra Chart, on the latest version. Copy various studies and chartbook files then test them in the fresh installation version
  • Google any errors, check the Logs that Sierra Chart offers
  • Open a new chart, add the study(s) and see if things work on a new chart
  • Restart Sierra
  • Title Bar > Edit > Translate Symbols to Current Service
  • Edit > Delete All Data and Download (Read documentation first)
  • Check the “ms” of various studies in chartbooks, as too many overly demanding studies or a user error in setting up a study can lead to issues. The lower the “ms” the better. Chart Studies window shows:
  • Check performance of charts during market hours, ensuring none have excessive draws per second or slow performance: Chart > Chart Settings > Performance menu
  • Utilize the various logging capabilities of Sierra Chart, including some studies with a setting to enable detailed logging which can be helpful for troubleshooting

FAQ Official Sierra Chart Page:

Support Ticket

If all other avenues of troubleshooting have failed, Sierra Chart has a support ticket system.

  1. Submit support ticket with necessary support inquiry, screenshots if needed, and category.
  2. Sierra Chart support will respond to the ticket
  3. Open/Close ticket as necessary

Use of AI

New tools such as OpenAI can help with both technical and coding solutions. ChatGPT can offer answers for both technical questions and C++ coding solutions.

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