Bank account is not connecting within Quicken

I am unable to connect to my bank account from within Quicken.  This started about three weeks ago.  
From what I've read/understood.  I deactivated my account and then tried to reconnect with no luck!

Now, if I try importing a downloaded file. (This being done directly from my Bank using the export file), it only imports the dated info from the bank.  Meaning that when I do import the file I lose all of my information!  Years of banking info.  

Also, since I deactivated the account from within quicken.  I can not connect.  So I now have a double whammy!

HELP!!

Comments

  • jacobsjacobs ✭✭✭✭✭ SuperUser ✭✭✭✭✭
    What bank? And what version of Quicken Mac?
    QMac 2007 & QMac Subscription • Quicken user since 1993
  • tkctlwtkctlw Member ✭✭
    associated bank.  Mac Version 5.11.0 (Build 511.25626.100)
  • UKRUKR ✭✭✭✭✭ SuperUser ✭✭✭✭✭
    edited May 9
    When you "import the downloaded file", does it import into the existing account register or does it create a new one, e.g., "AB Checking-2"?
    Usually, you can't import a downloaded file into an account register, if that account register is connected for downloading.

    If you haven't done so already, I'd say it's time to call Quicken Support on the phone and request help.  Let them do a screen share session with you to review a download log file on your computer, to determine the nature of the problem and to figure out how to fix it.

    Quicken Support:

    • To contact Quicken Support, please use this link only:
      https://www.quicken.com/support#contact-support  and select Chat or Phone support.
      Phone support is only available during posted business hours. The phone number can found at this website.
    • If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken 2018 Premier or H&B) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account  (US) or https://www.quicken.com/canada/my-account (Canada) next to "Quicken Premium Support"  when you log in with your Quicken ID.
    • Other links or phone numbers found elsewhere on the Internet, even in some posts or emails received from the Community, may not be from Quicken or may not be up-to-date. Use those at your own risk.
    • Unlike other so-called "Quicken support providers", the real Quicken Support is free for all currently supported versions.

  • tkctlwtkctlw Member ✭✭
    I have been on the phone with Quicken Support and also my Bank.
    This issue has gone on for way too long! It has now been over two months.
    I don't seem to get much help from Quicken other than "We are working on it
    and it should be resolved soon" answers.
  • Quicken HaroldQuicken Harold ✭✭✭✭ Alumni ✭✭✭✭
    Hello tkctlw. Appreciate your comments and apologies for the inconvenience. 

    What specific errors are you getting when you connect to Associated Bank? Can you share that information with us?

    Thank you in advance for this information. 

    Respectfully,
    ~ Quicken Harold.
    Quicken Harold
    Community Moderator
  • tkctlwtkctlw Member ✭✭
    edited June 10
    Here is a screen capture of what I get when trying to connect through Quicken.
    This has been going on now for almost three months.

    Thank you for your help.


  • Quicken HaroldQuicken Harold ✭✭✭✭ Alumni ✭✭✭✭
    edited June 10
    Hello tkctlw.. Appreciate your question.

    We would recommend reaching out to Quicken Phone Support so that one of our Mac specialists can work with you via troubleshooting to assist you with this issue and get you up and running. Please request a screen share when you contact us.

    We apologize for this inconvenience.

    Respectfully,
    ~ Quicken Harold.
    Quicken Harold
    Community Moderator
  • tkctlwtkctlw Member ✭✭
    thanks for your response. but I have already been through this three times.
  • Quicken HaroldQuicken Harold ✭✭✭✭ Alumni ✭✭✭✭
    Hello tkctlw. Appreciate your question.

    Have you tried making a Test File (File > New, no mobile) and try adding your Associated Bank accounts to see if the issue exists in a new environment?

    Please let us know so that we can best help you.

    Respectfully,
    ~ Quicken Harold.
    Quicken Harold
    Community Moderator
  • UKRUKR ✭✭✭✭✭ SuperUser ✭✭✭✭✭
    This looks to me like an Error 106 under the covers. The downloaded account name does not match what Quicken has on record.
    Usually that is caused by you or someone at the bank renaming the account name and adding unsupported characters like ™ © ® or perhaps the slash or the asterisk.
    Deactivate the account. At the bank's website rename the account name and remove any special characters. Try to activate the account again.
    If that still doesn't do the trick, call Quicken Support on the phone and request help.  Let them do a screen share session with you to review a download log file on your computer, to determine the nature of the problem and to figure out how to fix it.

    Quicken Support:

    • To contact Quicken Support, please use this link only:
      https://www.quicken.com/support#contact-support  and select Chat or Phone support.
      Phone support is only available during posted business hours. The phone number can found at this website.
    • If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken 2018/2019 Premier or HB&R) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account  (US) or https://www.quicken.com/canada/my-account (Canada) next to "Quicken Premium Support"  when you log in with your Quicken ID.
    • Other links or phone numbers found elsewhere on the Internet, even in some posts or emails received from the Community, may not be from Quicken or may not be up-to-date. Use those at your own risk.
    • Unlike other so-called "Quicken support providers", the real Quicken Support is free for all currently supported versions.

  • tkctlwtkctlw Member ✭✭
    Quicken Harold, yes, I have tried setting up a new account. All of the things you have suggested have already been suggested. I really do appreciate your input but nothing is working.
  • Quicken_TykaQuicken_Tyka ✭✭✭✭ Moderator ✭✭✭✭
    Hello Tkclw,

    I apologize that this issue is still ongoing.

    I see that this issue was escalated on June 6 and you were still experiencing difficulties and were subsequently asked to resubmit logs.

    There is an error in these logs, I've added it below.

    "channel" : "FDS_DEFAULT", "id" : "155466210737717248", "accountNumberMasked" : "*************1004", "onlineBalanceAt" : "2018-05-28T19:00:00Z", "aggStatus" : "ACCOUNT_NOT_FOUND", "aggStatusCode" : "324", "cpId" : "2785205408", "cpLoginId" : "20362300110", "onlineBalance" : 0

    I do see that you had responded a few times via email to the higher support that has been working with you. Can you please send an email once more.

    As this is an ongoing issue that has been escalated our higher support who you have been working are the only ones that can get this resolved.

    I have reached out to the proper channels to let them know you are awaiting a response.

    Thank you for your patience and for working with us to get this taken care of!

    -Quicken Tyka
    -Quicken Tyka
This discussion has been closed.