Livecharts

[j1900q]

Live Charts is getting so bad. It freezes all the time. Won't display a 15 min chart. I have reported it several times. Now i can't even get a email to them. what bad service.
Keith

[Ray P.]

Keith,

We are having some difficulty pinpointing the reason why a small handful of our LiveCharts users are experiencing difficulties. This has been brought to the attention of our Engineers who are monitoring the situation closely. We will post any updates as they become available. As for the email forms, they have been tested thoroughly and we continue to receive a steady stream of emails throughout the day. Are you seeing an error message upon submitting your request? Any details provided would be very helpful.

In the interim, please feel free to use our eSignal email forms (enter LiveCharts as the Subject) to contact us:

http://www.esignalcentral.com/support/contact/default.asp

Thank you,
Ray P.
eSignal Support

[j1900q]

I'd say since the folks I know are all having the same problems, it's more than just a few. I do appreciate your help on this. It is getting old.
Keith

[bcompere]

For the past several days, there has definitely been a problem ... and one that I have had several times over the past few years. Only once have I gotten an answer, and it was referencing slow servers and "too much traffic."

Several times a day, either the time and sales will go blank, the detailed quote will go blank, the chart will stop streaming, and sometimes all three. If it is left alone for 10-15 minutes, it will sometimes come back. It can often be revived by reloading the screen several times. Generally, the Hotlist area will load, but nothing else. If the chart loads, then chances are it will work again for some limited period of time. I have tried it under Opera (my preference), Firefox, and IE, and all results are the same. If I run multiple session, they all fail at the same time ... in fact, if I run two sessions on two different computers, they both fail at the same time. Also, I have run performance tests while Livecharts is failing, and there is no drop in the downstream data rate running on cable.

I love this service when it works. And I get very frustrated when it does not. I have not sent emails, because over the years, it has been my experience that if I do get a response, it is 3 to 5 days later, and says we cannot duplicate the problem.

Thank you in advance for showing me that this forum can be more responsive!

Bob C

[bcompere]

Specific example

I thought I would take the time to post a specific example that is occurring right this minute:

Symbol RFMD

10 minute, 30 minute, and 60 minute charts were streaming perfectly, all other times yielded a blank area. I left it on D, and the chart reappeared in about 35 seconds. At the same time on the same screen, symbol LOCM was working perfectly.

Perhaps that is helpful ...

Bob C

[eSignal_ToddI]

Possible Solution

Engineering has indicted that they'll be releasing a possible solution between 9PM and Midnight tonight, to try to resolve the current issues.

[bcompere]

If indeed a change was made, I am not seeing any improvement. I am also seeing a new "symptom," in addition to having had 4 disconnects already this morning, and that is a 5 to 15 second delay in the chart appearing any time I change symbols, including the symbols in the "last 10" area.

[bcompere]

Update

Everything ran perfectly for the first hour after the open this morning. A little after 10:30 AM Eastern Time, had the first disconnect, but it was not 100%. As before, some symbols work fine, some do not work at all, in most, the chart is still working, but the Time/Sales window is totally blank. At 10:40, everything was working fine again ... it returned without reloading any windows ... no intervention at all on my part.

I am posting this information with the hopes that it may be helpful in the troubleshooting process, or may give some feedback to any solutions that are being attempted. I am hopeful that it is taken in the spirit in which it is given!

Bob C

[long-stems]

unable to log-in

am not able to log-in to Livecharts this am. is anyone else having this problem? How do I get resolution to this?

[long-stems]

unable to log-in

How do you get admin to respond to this problem?

[eSignal_ToddI]

long-stems
Please email your request to [email protected] for support, and indicate your UserName and a description of the problem that you are experiencing.

Engineering has not observed problems today and most of the access related emails have been related to billing issues.

[long-stems]

unable to log-in

Thankyou ToddI - I will give that a try.

[bcompere]

Update

For the past two days, things seem to be back to normal ... had to reconnect one time today with one session, but that is certainly acceptable ...

Thank you to whoever identified the problem, and came up with the solution!

Bob C