There is no connection to the digital rights management syst

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justme
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There is no connection to the digital rights management syst

Postby justme » 26 Jan 2015

Hi, I received the lost connection alert at 1:30am about 30 minutes later I received an alert that the connection has been reestablished. I am sure my internet went down for that period of time. My question is why didn't the charts backfill and keep updating when the connection was reestablished? instead, all charts were locked in their 1:30am state. should charts have backfilled? is there a setting I need to set? or does MC need a restart/manual refresh after a connection outage?

Thanks. Gordon

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Henry MultiСharts
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Re: There is no connection to the digital rights management

Postby Henry MultiСharts » 27 Jan 2015

Hello Gordon,

Please provide the following information:
Which data provider do you use?
What is your chart resolution?
Which instruments had the issue?
Was trading session open when your Internet connection has been reestablished?
Were the realtime values updating in the status line of the chart?

justme
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Re: There is no connection to the digital rights management

Postby justme » 27 Jan 2015

Hi Henry-

Yes, the morning session was taking place at the time of the disconnect. I did a screen grab that will provide all the detail and more for you. Fortunately, the timetamp is in the status line of these charts and you can see they also froze. The bottom right time stamp of 3:52:56 AM is correct, that is when I grabbed it.

Thank you.
Attachments
MC Connection Freeze.png
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Henry MultiСharts
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Re: There is no connection to the digital rights management

Postby Henry MultiСharts » 02 Feb 2015

Hello Gordon,

Have you saved MultiCharts logs for this occurrence? If you have saved the logs or have not restarted MultiCharts yet - please send me the logs to support@multicharts.com

justme
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Re: There is no connection to the digital rights management

Postby justme » 02 Feb 2015

Hi Henry, unfortunately the logs were lost on the reboot.

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Henry MultiСharts
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Re: There is no connection to the digital rights management

Postby Henry MultiСharts » 04 Feb 2015

In case the issue reappears - please send us the logs or come to our live chat Monday-Friday 6:30 am - 2 pm EST to demonstrate this behavior remotely. We will do our best to help you.


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