One thing that I have noticed, having been with QCharts tech support for just under 3 weeks is that the problems are centered around three areas:
1) Live Charts (web based Java program) constitutes 90% of our tech issues. That issue is very clear-- capacity. Growth was planned for, but when Barron's came out with the favorable comments and recommendation, it overloaded the already stretched server capacity.
2) QCharts (software based professional package) constitutes probably 5-8% of tech support issues.
a) Some Canadian stocks are causing system lockups. No clue at this time what is causing this. The problem does not happen with any domestic symbols (options, stocks, futures).
b) Island book has some problems (freezes and sometimes inaccurate) related to data pipe. The new feed is in the works. There were some issues related to erroneous date stamping by our provider which was crashing servers. This issue has been resolved for over a week.
c) Server related problems are few and far between. These are normally resolved fairly easily by redirecting clients to servers which have lower ping times from their location.
d) Questions on functionality amount to 2/3 of QCharts tech support emails. (How do I save a workspace? Can I get headlines on my desktop? What is Stochastics?)
3) Data issues. 99% of our data issues revolve around option quotes. These are primarily as a result of customers using option chain generators which are causing bad symbols. Symbols entered manually are doing fine as a whole.
The truth is I have seen more problems regarding QCharts "server" issues on this SI thread than in the several thousand customer emails I have personally processed. I guess that those who post here are just unlucky. Now, I will be the first to admit, the Live Charts program has been a disaster because of capacity and the new site roll out. I'm confident the problems will be solved within a month or so. But the QCharts program issues (at least at tech support) are fairly few and far between.
Anyone having problems with their QCharts program currently should feel free to email me, PM me, or look me up on AIM at "mljones01", and I will get your problems fixed. Other than the Canadian exchanges and the ISLD book, there are no issues that we don't have reliable work arounds or permanent fixes for.
Matt |
