CapitalOne One Step Update Fails - CC-501

Issue: CapitalOne card fails to update.  Random success and failures.

Quicken 2017, R4, Build 26.1.4.5

Windows 8.1 Enterprise

Connection to Internet:  Varied, home, work, etc.  Many different methods.

Detailed issue:  Have followed all instructions in many threads and help notes.

New CapOne passwords with no <>& characters.

Have deactivated / re-activated the account and deleted 500+ duplicate transactions 4-5 times.  this seems to work for a couple days.

Have done the Online Center branding refresh.

Have supervalidated the file.  This worked for one update.

This has been going on for many weeks.  I get it to work after deactivating/re-activating, then have to delete 500 duplicates from many months back, then it works for 2-3 days and then stops.

Have been asked by the OneStep update to enter a one-time code (2-factor auth).  Have had that work successfully a couple times (as in it will let me enter the code and then continues to sync OK).

Please advise.

-scott

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Comments

  • Mr_Ed1122Mr_Ed1122 Member
    edited September 2018
    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.
  • UKRUKR SuperUser
    edited March 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    Mr Ed,

    deactivating all the accounts that belong to the same bank and use the same user ID would have been sufficient(*). The process of reactivation will ask for your new user ID and password and allows you to LINK the accounts found at the bank to existing account registers.

    Physically deleting the account and all its transactions was not necessary.


    (*)
    Don't forget to look for old, long closed, hidden and forgotten accounts that are still activated for downloading. They need to be deactivated, too, for the download processes to work properly.

  • Mr_Ed1122Mr_Ed1122 Member
    edited March 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    In my case, I was unable to deactivate account, Essentially was just a loop back to the same screen. Tried many times to deactivate before deleting. Tech support could not come up with another solution for me.
  • UKRUKR SuperUser
    edited March 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    What type of account were you having difficulties with? A mortgage account, perhaps?
  • Mr_Ed1122Mr_Ed1122 Member
    edited March 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    The account was a credit card, my only account with Capital One. Cap One recently updated their authentication procedures which Quicken was slow adjusting to, which may have contributed to my issue.  However, everything seems to be working properly now. Thanks for your interest.
  • SifterSifter Member
    edited March 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    I deactivated and reactivated a couple of weeks ago, so had to delete a great many newly downloaded transactions that were copies of ones I had already downloaded. My next time on yesterday, I had to deactivate and reactivate again, and delete newly downloaded copies of previously loaded transactions back to January! Something is definitely wrong with the interface with Cap One. 
  • Scott ZitoScott Zito Member
    edited April 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    I finally spoke with someone at Capital One that knew what was going on. On January 31, 2017, Capital One issued a security update which was not followed by Quicken. Until Quicken meets these new security issues, they do not allow downloads directly requested from Quicken.
  • edited May 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    Thank you Scott and others for your comments.  I am the original poster, and still do not have a resolution either.  I was going to try deactivating the account and then when it re-trys, link it to a new account.  I don't really care what account my transactions are in, and I can search across accounts when I need to run reports.

    I seem to remember reading something that said this strategy worked for them. 

    Scott, did you get any input from Quicken or CapOne that this strategy might work?

  • Joseph WitkinJoseph Witkin Member
    edited April 2017
    As of today (April 3), Capital One web express update still fails every few days. If I log into the Capital One website, then log out, deactivate online update in Quicken and reactivate it, it usually works - and downloads the same 7 or 8 duplicate transactions every time, which I delete. Works for a few days, This is so lame...
  • john.floydjohn.floyd Member
    edited September 2018
    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.
  • UKRUKR SuperUser
    edited April 2017

    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.

    If you have more than one account at Cap One, it's best to deactivate all of them, including any old, long closed, hidden and forgotten accounts that are still activated.
    If you miss one, the Quicken server involved in handling Express Web Connect -
    connected accounts will not start with a clean slate and you will continue to
    have this problem.
  • Rick PierceRick Pierce Member
    edited April 2017
    Mr_Ed1122 said:

    I had the same problem with Capital One including changing user ID which I could not do within the Quicken account details > online services tab
    .
     Tech support had me check for any bad files: File>File Operations>Validate & Repair. Didn't help my situation but I don"t think it can hurt to check for bad files.

     I finally resorted to actually deleting the account and adding Cap One as a new account. Success!

     Everything has been working fine for the last few logins.  Of course the bank will usually load only the past ninety days into Quicken so you might have a problem there. Perhaps archive you current Quicken  file or download direct from Capital One. Maybe others with more knowledge of handling a specific account can help out here.

    I am using Version:4 Home & Business on a Windows 10 Pro machine.

    Hope this helped.

    I'm having the same problems as most others....one time code works for a few days, deleting and reinstalling works for a few days, etc. I'm not sure what to do but I'm tired of all the work and wish Quicken was dependable now like it used to be. Looking at other options as this should be a simple process.The link / unlink problem was bad enough and now this?
  • E BlaffE Blaff Member
    edited April 2017

    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.

    Having the same problem with 2015 Home and Office.  Will the 2017 version solve the problem?
  • Rick PierceRick Pierce Member
    edited April 2017

    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.

    Switched to Mint. Works flawlessly, keeps all accounts up to date and easy to pay bills with. I got tired of battling with both of them.
  • edited April 2017

    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.

    no, I have 2017, and I still have the problem.  I am on the latest release too.  Also, I tried to set-up a new account for CapOne in Quicken to sync to, and that still does not work.
  • edited April 2017

    I too am having the same issue.  Have called Quicken and Capital One numerous times, but each just points the finger at the other.  Deactivate and reactivate is the only thing that seems to work, at the cost of much wasted time.  Hope that Quicken will seriously look into this issue.

    going to look into CountAbout or Mint.

  • edited September 2018
    I have the same issue. It is getting frustrating. I have 2 capital one accounts and there is always 1 that is having issues in quicken. It is annoying to have to re-connect and then delete all the duplicate downloaded history (no easy way to do it without making a mess first). --- This happens to me at least once per week.
  • Rick PierceRick Pierce Member
    edited April 2017
    It isn't going to get fixed until enough people force their hand by replacing Quicken with a product that works flawlessly.
  • UKRUKR SuperUser
    edited April 2017

    I have the same issue. It is getting frustrating. I have 2 capital one accounts and there is always 1 that is having issues in quicken. It is annoying to have to re-connect and then delete all the duplicate downloaded history (no easy way to do it without making a mess first). --- This happens to me at least once per week.

    In case of CC-501,
    502, 506 errors deactivate all accounts
    with this bank using the same bank logon ID
    , including any old, long closed,
    hidden and forgotten accounts that might still be activated. If you miss one,
    the Quicken server involved in handling Express Web Connect - connected
    accounts will not start with a clean slate and you will continue to have this
    problem.

  • edited April 2017
    My test process it to use an empty quicken file and try to add the failing account.  That fails for Capital One Credit Cards so its fundamentally broken at the moment.
  • Rick PierceRick Pierce Member
    edited April 2017

    I have the same issue. It is getting frustrating. I have 2 capital one accounts and there is always 1 that is having issues in quicken. It is annoying to have to re-connect and then delete all the duplicate downloaded history (no easy way to do it without making a mess first). --- This happens to me at least once per week.

    In other words, we the end user and the one that paid for this product should all have to try and fix this ourselves instead of Quicken coming up with a update that will fix eveyones?
  • ricarica Member
    edited April 2017
    i just found a workaround that worked for me, using 2015 home and office.  go to capitalone's website, click on Accounts/Download Transactions, select your account,  and use the manual download for quicken using the date range selection under Range to exclude transactions already downloaded.  this option works like a web connect download.  it downloads a transaction file which quicken recognizes and imports when you open it.  if you have some unreconciled transactions look at those posted around the 1st date of your date range for the missing or duplicated transactions.
  • edited October 2018
    To all customers who experienced this problem:

    There are two unique but similar entries in Quicken for the credit card downloads from Capital One:

    Capital One Card Services, which is the Monthly Statement presence they provide to Quicken. This one has been working without errors.

    Capital One Card - Current, which is the "daily" transactions (not just a monthly statement) and this one had been failing unnoticed.

    The one that had been failing has now been fixed on the back end, and you should be able to Add or Activate account with this specific selection in Quicken Windows.

    If you continue to receive a CC-501 when choosing Capital One Card - Current, a contact to Quicken Support would be required so they can collect your logs to determine the current internal error that is causing this generic "catch-all" error messaging.

    If you receive a different error, please follow the in-product instructions or search Quicken.com for a solution to that (different) error message.
  • Munsell KarenMunsell Karen Member
    edited April 2017
    I am getting cc-502. no instructions except to try again later. Tried using the gear icon in the register today on one account and it gave me a one time code to enter and it actually worked but no new transactions even though I know there are some. Tired it with the other one from within the register and it appeared to work straight off without a code but no new transactions which I suspected. By the way these are both using the Capital One Card Services which you mentioned was not having any problems but I sure still am. Someday when I would like to use these cards again for daily charges its going to be a problem for me though for now, no big deal since not using much at all. Please see if others are reporting this cc 502 error and why it may be happening still. 
  • edited April 2017

    I got it working!!  I got it working!!

    Tamara, thanks for the notes, they were helpful, but still a bit unclear.

    I had my account in Quicken deactivated from online services.  Before I reconnected, I went to the advanced set-up link and changed the financial institution from "Capital One Card Services" to "Capital One Card - Current".

    Then, I input my username and password and started the sync process.

    All of my transactions from January 1, 2017 came in so I am cleaning up the matched ones, duplicate ones, and new ones. 

    I have been able to sync multiple times now with no errors.

    I am hoping this change to a different Capital One financial institution was the answer!

    -scott

  • edited October 2018
    I don't understand the official response. Specifically the explanations for  Capital One Card Services and Capital One Card Current.   What is ment by "monthly statement presence"?

    My Quicken Account connects to Card Services and downloads transactions every day.  It started running fine every day since about two weeks ago.

    Also, I don't know what is meant by "failing unnoticed".  Unnoticed by who?

    Very poor communication. Disappointing.
  • edited April 2017

    I don't understand the official response. Specifically the explanations for  Capital One Card Services and Capital One Card Current.   What is ment by "monthly statement presence"?

    My Quicken Account connects to Card Services and downloads transactions every day.  It started running fine every day since about two weeks ago.

    Also, I don't know what is meant by "failing unnoticed".  Unnoticed by who?

    Very poor communication. Disappointing.

    Sorry for the confusion, William Bailey. The reference to "monthly statement" was to illustrate the difference between the two different (but still similar) names you would see in Quicken when activating an account.

    When we say "failing unnoticed", we refer to the fact that there was no way to monitor or see the specific problem that was occurring. It was one of those problems that cannot be "seen" by any server monitor or log and could only be reported by the end user.
  • edited April 2017

    I don't understand the official response. Specifically the explanations for  Capital One Card Services and Capital One Card Current.   What is ment by "monthly statement presence"?

    My Quicken Account connects to Card Services and downloads transactions every day.  It started running fine every day since about two weeks ago.

    Also, I don't know what is meant by "failing unnoticed".  Unnoticed by who?

    Very poor communication. Disappointing.

    WHat is the difference? I use Capital One Card Services and get transactions downloaded via One Step Update daily.
  • B&J MusterB&J Muster Member
    edited April 2017

    I don't understand the official response. Specifically the explanations for  Capital One Card Services and Capital One Card Current.   What is ment by "monthly statement presence"?

    My Quicken Account connects to Card Services and downloads transactions every day.  It started running fine every day since about two weeks ago.

    Also, I don't know what is meant by "failing unnoticed".  Unnoticed by who?

    Very poor communication. Disappointing.

    Dear Tamara @ Quicken, I have been a quicken customer for aprox 15 years. I have upgraded every couple of years and upgraded to 2017 in the Fall.  I am so disappointed with the reliability of 2017.  It seems that I can't go more than a month without down load problems and the response of your customer service is terrible.  I have been dealing with the error in this thread for more than 4 weeks now.  I have had two calls to your customer service and it is still not resolved.  The last call was a week ago and I was told it was elevated to your script department, but I still don't have a response.  I was sent an add yesterday from Quicken for you premium customer service.  I will move to a different software before paying extra to get customer service for shabby software.  If you want to keep loyal customers, you better start delivering quality products and services.
  • Rick PierceRick Pierce Member
    edited April 2017

    I don't understand the official response. Specifically the explanations for  Capital One Card Services and Capital One Card Current.   What is ment by "monthly statement presence"?

    My Quicken Account connects to Card Services and downloads transactions every day.  It started running fine every day since about two weeks ago.

    Also, I don't know what is meant by "failing unnoticed".  Unnoticed by who?

    Very poor communication. Disappointing.

    I couldn't agree with your statement more. I am having very good success with a free program I've been using for a couple of weeks now, after no help and unnoticed complaints with the same error repeatedly. I also received the email.
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