Performance issues yesterday and today..

[ScottJ]

Hi Glen,

Much like the other customer, if you're still seeing delays, we need more troubleshooting. We aren't seeing any delays on the network so the issue is downstream somewhere. When you can't retrieve a chart, that's pulling from a different server than what you see streaming into a quote window or active chart in realtime. When you get a chance, please call into support so we can see what's going on.

Thanks.

[demarcog]

ScotTJ.

Were there any delays at 2:15pm EST time, as eSignal basically was unusable for 30 minutes?

Glen

[kdh05]

Had delays here, too (2:15 EST). I pretty much expect them any time volume picks up. eSignal does not seem to keep up very well during high volume periods. They have only been lucky lately (or we have been lucky) that the volume has pulled way back.
If high volume returns, I fully expect the delays to return. JMHO

[ScottJ]

We're double-checking our system logs for today to see if we had system delays. Try to keep in mind that when the market spikes, more ticks are sent downstream so a PC that is riding the performance edge, could suddenly start choking. In these cases, our network could be fine but multiple customers (who happen to have simiiar performance issues) could cite delays.

That's one reason we're focusing much of our coding efforts to optimize the desktop performance of eSignal itself. More data means every segment needs to keep up to avoid delays. Last month, many problems were caused by weak segments w/in our network but those have all been resolved at this point.

More later.

Thanks.

[muecke]

Thank you for your reply, but unfortunately this is not the first time I have a significant delay, and yes I have always contacted the London Tech office.....and they were never!!!!!!! able to resolve anything!!!!! I know myself how to run the diagnostic tool.... and it is very easy to say, that the problem must be somewhere in my system. Strangely everything else works fine, no data delay at all on other datafeeds into other charting package or broker application. I can't even ping esignal.com. ...timed out...timed out...
I've been a customer for over 5 years and been dropping it now and then for these kind of reasons....I might just have to drop it for good........and get a real realtime feed.

[Lisa23]

Delays

I have seen delays also, not as bad as before, but delays. I have not taken the time to document the time, bar, etc. I do know 3 of the last 5 days I have had to reboot a couple of times because there was a really obvious and severe delay of several seconds.

As you know, I do not run that many charts. This also happend on a very quiet day, i.e. Tuesday.

You guys still have issues. I'm looking at Quotetracker to see if I can use that instead.

[eSignal_ShaheedM]

Hi There,

Thanks for your comments.

We would like to deal with this reported issue on a user by user basis (i.e. not for the whole group) as there are many factors that can contribute to a delay on the client side application.

We would like to learn more about your reported difficulties and need your help.

Could you please call into our support desk at the time you next notice any delays, so that we can troubleshoot in real time.

If we are not encountering the same delay for what you are reporting in real time, then the issue lies between your system and our database. We can then proceed with troubleshooting in an effort to isoloate the cause of your difficulties.

Whilst a diagnostic test is useful as first option support utility, we may need to try and figure out other factors that may be causing your issues.

US Support: +1 510 264 1700
London Support: +44 207 825 8777
Sydney Support: +61 2 8668 1600

Please note that our system uses a different program backbone when compared to an online trading platform. So, it is not always a good idea to make the comparison between the 2 systems.

I would recommend you, to please also check through our software conflict knowledge base article.

* Could you please advise what Operating System are you using?
* Have you installed all the latest Windows Updates available from Microsoft?
* For the times when you notice a delay, could you please run and then copy your diagnostic report into this forums thread.

Kind Regards,

[Lisa23]

Lags

I am not going to call in on my dime to report what everyone has been reporting.

Today, I noted the following:

Time stamp moved to 2:15, and the new bars on 5m and 15m did not start until 20 seconds later. That's 2-0 not 2! Unbelievable.

Rest of session charts lagged actual trades by at least 6 seconds.

I am going to cancel, I give up.

[ScottJ]

That has got to be a desktop issue. Have you tried the new 10.1 release candidate? Quite a few optimizations in that build that might help.

Thanks

[Guest]

Lisa23,

I see from your posts that you are pretty frustrated and have done a significant amount of troubleshooting.

I encourage you to try pcpitstop and run their Free Performance Tests. I save my test results and periodically run their free tests (I haven't purchased their premium products) for comparison.

I have found a number of performance issues using these tools and can compare the results against previous tests that I saved. Typically the problems were introduced into my PC(s) for various reasons. Over the years, many had a negative impact on performance.

Something to check that may also help are at this link and other subsequent referenced links.

I hope you find this helpful.

[ScottJ]

Re: Lags

I'd also like to add that, as previously offered, we'll be happy to call you at a time that works for you. Just PM one of us.

While a few customers are still reporting delays, it's a fraction of the users that were reporting problems back in March. It's still our hope that you'll let us troubleshoot and isolate the problem. We're confident that the delays are not network-related at this point so give us a chance to help resolve your situation.

Steve, thanks for your suggestions.

Originally posted by Lisa23
I am not going to call in on my dime to report what everyone has been reporting.

[Lisa23]

Data lag

I am on 8.0. This was recommended on on of my numerous phone calls to correct the issue. Therefore, using a new 10.0 version I would think is going backward (i.e., more processor power needed than 8.0, not less). Let me know if that is incorrect.

As stated in numerous prior posts, I run only 4 charts, I have a quote list that is not overly numerous.

I have 2GB memory and 1.6Ghz processor.

I used to use Esignal with DIAL UP on a 1998 machine, trading with IB! This is not a desktop issue.

My system is clean, my caches are empty, and I don't see what benefit there is to further discussion. If my IB data seems to be accurate (as my fills would indicate) I don't see why pinging would reveal a local problem, unless there is an issue on my getting the data from Esignal through some trunk line. If that is the case, I can't fix it, Esignal can't fix it, and I need to go elsewhere.

If you have any specific suggestions, let me know by next week.

[ScottJ]

We've done quite a bit of optimization work on 10.1 so we'd really like to see if that works better for you.

In case you aren't aware, IB does not send tick by tick information. They have algorithms that mitigate the feed by combining ticks and sending fewer. Precisely when the market picks-up, so too would there mitigation. We send every tick so comparing to IB isn't apples for apples.

I do appreciate that your frustrated but if you do find some time to let us troubleshoot directly, just let us know and we'll have someone call you when it's convenient.

Thanks.

[Lisa23]

Does 10.1 use less or more processor power than 8.0? I am not going to bother doing yet another download, with the erasure of the stray files, etc., if it is not. Please provide the answer.

If it is, please provide the link and the list of the other files that I have to get rid of.


Combining ticks by IB does not explain an up to 20s lag on Esignal charts.

Esignal's time is usually 4-6s ahead of the actual chart update, as well.

So internally there is a problem.

[ScottJ]

Strange. I thought I replied yesterday to you Lisa. Oh well.

Part of the code base has changed from 8.0 to 10.0 but I don't think the program is much "bigger" per se. The amount of data being sent continues to grow so that does impact PC and app performance. In 10.1, we've really focussed on optimizing performance (and will continue to do so 10.2) so it's likely worth a try.

We don't recommend custom installs so we don't tend to supply a list of files to add/delete (here's what we do provide). When you run the 10.1 RC installer, it'll update all the files it needs and protects the user-based files (chart settings, your quote windows, etc).

We are closely monitoring our network and know we aren't seeing any delays outside of milliseconds (a round trip from east to west coast takes about 80 ms for ex). That means that somewhere between when the data leaves our network and displays on your system, there's something adding latency.

Here's another idea worth trying. You can get a free 30 day eval copy of Ping Plotter and run that next week. We'll then get a good look at the performance of the internet pathway your carrier is utilizing. If you see delays on your screen, yet no latency in the Ping Plotter monitoring, we'd may be able to further isolate the issue to the PC.

Thanks.