FAQ: Actions Windows Desktop Users Can Take to Remedy Connection Errors and Password Change Issues

markus1957
markus1957 Quicken Windows Subscription SuperUser, Windows Beta Beta
edited October 2019 in FAQ'S (Windows)

Actions Windows Desktop Users Can Take to Remedy Connection Errors

(Step 5 can sometimes resolve password change issues when
changing passwords using Password Vault is unsuccessful. Note that using
the special characters &, < or > in passwords may cause
connection errors with EWC accounts.) The Mondo Patch in Step 8 can resolve
minor software installation or revision update errors.

  1. If error # was displayed click this link to the Quicken Knowledge
    Base for advice on specific errors. If your error is not listed enter it in the
    Search Bar on the link page

  2. In the account register of the account having the
    problem, click the Account Actions "gear" icon top right and select
    "Update Now" (If the Downloaded Transactions tab is not minimized,
    press the "Done" button first). This uses a slightly different method
    than OSU and can kick-start the process particularly if security questions are
    the source of the problem.

  3. Skip this step; it’s currently broken. Reset in
    Tools>Account List>Edit>Online Services tab for the account(s) having
    problems.

  4. If still having connection issues try a
    deactivate/reactivate cycle for online services.

    1. In Tools>Account List>Edit>Online Services tab,
      Deactivate Online Services for the problem financial institution.

    2. Note that all accounts using the same username/pw combo
      at a financial institution, including any hidden accounts, need to be
      deactivated before reactivating.

    3. Then setup/reactivate one of the accounts and as you go
      thru the setup process, Quicken will identify all accounts it can download.

    4. Be sure to choose LINK (NOT Add) to existing accounts and
      to CAREFULLY MATCH the accounts to each other. Choose Ignore for any accounts
      you do not want to download.

  5. In some cases a deactivate/reactivate cycle does not work
    but the Add Account process does restore connections.

    1. In Tools>Account List>Edit>Online Services tab,
      Deactivate Online Services for the problem financial institution.

    2. Note that all accounts using the same username/pw combo
      at a financial institution, including any hidden accounts, need to be
      deactivated before reactivating.

    3. Then use Tools>Add Account to reactivate the accounts.
      As you go thru the setup process, Quicken will identify all accounts it can
      download.

    4. Be sure to choose LINK (NOT Add) to existing accounts and
      to CAREFULLY MATCH the accounts to each other. Choose Ignore for any accounts
      you do not want to download.

  6. General Connectivity Troubleshooting Advice from Quicken Knowledge Base –

    1. If you get an error notice like "can't connect
      to the internet" or "it's not your fault", using Control
      Panel>Internet Options, reset Internet Explorer Security, Privacy and
      Advanced tab settings to their defaults.  Quicken uses IE settings for
      internet connections regardless of your choice of default browser.

    2. If One Step Update is hanging or seeming to do nothing,
      your Intuit Profile may need to be reset. Go to Edit>Preferences>Intuit
      ID, Mobile & Alerts, In the Intuit Profile box, click the “Sign in as a
      different User” link and re-enter your existing Intuit ID credentials. If you
      have Mobile & Alerts services set up in the box below Intuit Profile, you
      may also have to reset those.

  7. Learn how to Refresh Financial Institution Information in Quicken
    and Resolve Direct Connect Issues via this Knowledge Base Article-
    Search your hard drive for the file "fidir.txt". If it is more than a
    couple of days old, you can force an update clicking Tools>Add
    Account>Checking>Cancel.

  8. Quicken Knowledge Base Online Troubleshooting Guide-
    Provides additional troubleshooting tips and links to the most recent updates
    to the software including the Mondo Patch Update.

  9. Contact Quicken Live Support via this link. - If you
    have followed the steps above and are still experiencing a connection issue, contact
    Live Support. If your issue concerns inaccurate online balances or failure to
    download posted transactions with an Express Web Connect (EWC)
    institution, only the EWC Scripts team can resolve your issue. Live Support
    will not be able to resolve your issue but you must contact them to
    have your issue escalated to the scripts team for resolution.

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