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Mobile & Web Tab, Mobile settings lost, setting up mobile crashes QRPM everytime

Mark Pedroia

QRPM, Win 10, R20.15 build 27.1.20.15. While on the desktop and then clicking the "mobile & web" tab, all the previously synced accounts are now un-checked for the past 3 days. I am presented the welcome to mobile setup splash screens where you check your accounts to sync.

When any upload is attempted (1 account or all selected), QRPM crashes, I receive the "what were you doing?" pop-up window. Complete same, repeat, same results. Attempted all accounts, a few accounts or just one account, still crashes. I cannot not upload anything for the past two days and when I try, it connects with the bank, a few back-forth and then a persistent crash.

Tried solutions: validate, super validate, swap to temp data file in order to then delete my cloud account, re-establish, sign-out, sign-in of mobile, log out of my Q account. Nothing brings a remedy that allows any upload to the cloud (from my PC) and it keeps crashing.

Additional, I rolled back and restored from a backup dated the 19th, accounts are checked in the mobile tab in the older file so it's something between the 19th and 22nd which was.....ta da...my upgrade to R20.15.

Solutions?

Thanks!

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QWIN - Mobile/Web Sync

Accepted answers

Quicken Sarah

Hello @Mark Pedroia

I'm sorry to hear that you are still experiencing issues with syncing and that Quicken is now crashing.

I took the liberty of searching our internal system and located the submitted crash reports. I performed a review of the crash details and was able to locate the cause of the crash.

I've forwarded the crash details to our Development Teams for further investigation, but in the meantime, I've made an update to your profile information which should allow the Mobile Sync setup to be completed.

Please open Quicken and go to the Edit > Preferences > Quicken ID Sync & Alerts and select to sign in as a different User. (This sign-out/sign-in is intended to only force a refresh and ensure the internal profile changes I made "stick".)

Once signed back in, please go to the Mobile & Alert tab and attempt to select the accounts to sync once more.

If the crash occurs again, please submit the new crash report and then open Quicken and go to the Help menu > Report a Problem.

In the Report a Problem window, enter "Attn: Sarah" in the subject line, mark the box for every file listed and when ready click Send to Quicken.

Please let me know how it goes, if the crash occurs again or if you are now able to successfully add and sync accounts to the Quicken Cloud.

Thank you,

Sarah

All comments

Quicken Sarah

Mark Pedroia

Thank you!

Your e-mail came in while I was on the phone to Quicken Support (Johnny 2654665) and he collected my log files for escalation. We wrapped up, I tried your fix, I was successful in uploading 1 file so now I’m uploading the rest and, so far – so good.

I have not had to call Quicken Support in years. The last time was a previous owner. When I say the last time I was in the queue for an hour, I am not kidding….so today was a pleasant experience, it's fixed and it was quick!

Quicken Sarah

Hi @Mark Pedroia

I'm so glad to hear that you were successful in uploading the file and adding accounts and appreciate your taking the time to post back with the updated information.

I'm glad to hear that the contact with Support was pleasant and much improved from previous contacts, I've forwarded your kind words to Johnny's manager so they may be aware of what a great job he's doing.

If there is anything else the Community or myself may assist with, please let us know.

Thanks again!

Sarah