Login problem 10/14/09 - if you are still having problems....

[billbled]

If you are still encountering a red "Entitled" block (look in the lower RH corner of your workspace) and your charts will not run, please Contact Us for assistance. We will need to check your QCharts username for connectivity to our servers.

[billbled]

Hi,
They are still working on a resolution, but Jay gave me this procedure which seems to work well if you're "Entitled Red" and can't get QCharts to run.

Please try this:
1- Run QCharts and let it go to Entitled red.
2- Click the Data Manger (DM) button on your toolbar.
3- Click the grey square in the center of the DM to clear it.
4- In the DM, click "File" then "Properties"
5- In the upper RH corner of the "Connectivity" dialog box, change the radio button from top to bottom (Enterprise Server IP Address) and leave the box beside of the bottom radio button blank.
6- Click "OK" and the Connectivity box will close and the DM will go red and put up a message about "Invalid username and password" etc. and the DM will show "NODATA" and "NONE"
7 - Click "OK" to clear that message box.
8- Now click "File" and "Properties" again.
9- Change the radio button back to the top - do not make any other changes to the Connectivity box. Click OK to close the Connectivity box.
10 - The DM should go back to "OK" and QCharts will be "Entitled" in a few seconds.

As always, if you have continued problems please Contact Us

[eckel]

log in

Thanks, I'm back in. Don;t dare log off now...

[billbled]

Hey,
You should be ok to log in and out - so far I've seen 100% success from users who have used this procedure. I'd be interested in hearing from any that find it doesn't work. But so far it's good.

[hardtaill]

Putting the same address in the Enterprise Server window as is already placed in the eSignal CM window, and pressing ok, means I don't have to access the DM again to log in on future attempts.

I'm back to immediate and quick log-ins upon entering my
password data.



'Tail.

[billbled]

Hey 'Tail,
Thanks for the feedback, but I can't duplicate your fix. Every time I select the lower radio button and put in the IP address from the top box, yes, I get connected and Entitled.

But every time I log out, and log back in, I'm still not Entitled and have to go back and jog the radio buttons top to bottom again. Yes, when I hit the bottom radio button if the address is filled in, I'll get Entitled.

But the setting doesn't stick. I've run this by several other users and they got the same results.
Thanks,

[hardtaill]

Thank you, Bill, for the feedback.

I just tried it again, and you're correct, I had to toggle the radios.

Last night, I was able to get in three times in a row without toggling.

Maybe it has something to do with the volume of log-ins at
any given time.

I'll try it again over the weekend to see if the numbers of
current connections has a bearing on it.

It's nice to be able to get in quickly, though.

Thank you for your hard work and efforts on this board.

You saved me another download with your suggestions because
that was how I got entitled before.



'Tail.

[hardtaill]

Hi, Bill, just an update:

It's now early where I am and it's early in California, so
I just tried logging in for the first time today and was
immediately allowed in without toggling the radios.

Either the problem has been fixed by the tech staff, or
my assumption concerining numbers of current log-ins is correct.

If the techs have not fixed the problem, then logged-on
volume might be interesting seeing as this is the second
morning in a row (early) that the radio toggling has not been necessary.

Just a thought, and thank you for your help.



'Tail.

[billbled]

Interesting.
Thanks for the info.

[JayF]

As many have seen, the problem of getting a Red Entitled icon and not being able to log in, has been resolved.

In summary, this issue was caused by an unanticipated response by a new server version that was in the process of being rolled out. Some users reported that this issue started last week, but it became increasingly more frequent as this week rolled along. Monday and Tuesday evening had the largest roll-out of server versions, which led to Wednesday's login issues. The sporadic nature of red entitled button was simply a matter of whether the connection was to a server that had been upgraded or not.

Once the problem was isolated, the resolution was made yesterday late afternoon by instituting a routing rule that forces all QCharts usernames to go to a pool of servers that have not received the upgrade.

The size of the pool was estimated at the time to be sufficient for the load needed, however this morning we found that eSignal users were also being allowed on these servers throwing off our estimations. This led to an issue this morning where a few of these servers experienced a latency problem delivering quotes in a timely manner. Once discovered, we made some routing changes to address this issue. We now have provided plenty of server capacity to address this need for QCharts clients and are confident that this will not be repeated.

We are examining our testing and operations procedures to find out how these issues were missed or simply how they could have been faster in their discovery of the problems.

We are also planning a QCharts 6.2 version that prevents a similar situation from occurring again. While this week's issues were a result of a server roll-out, the entitlement handling by QCharts can be improved from a resiliency standpoint.

As a general FYI, QCharts 6.2 will also have important updates for options traders with regards to the Options Symbology Initiative that is coming out of the OCC (link). More information on that will be posted once we get closer to 6.2's release.

Our sincere apologies for any inconvenience that this week's network event has caused.