Why do I now get Error CC-601 when Updating my Citibank Accounts?

Ever since I got updated to the latest Quicken 2019 release, I can no longer sync any of my Citibank accounts. Every time, I get error CC-601. I have tried disconnecting and re-setting up online services, as well as setting up a test quicken account to sync the accounts to, but nothing works. Is this happening to anyone else? Help!
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  • SherlockSherlock SuperUser ✭✭✭✭✭
    edited August 13
    CC-601 is an undocumented error code.  If you haven't already, I suggest you contact Quicken Support and provide them with the appropriate log files: select Help > Report a problem...
    Quicken user since 1997
    Premier on Windows 10
  • alaskowskialaskowski Member ✭✭
    Yes, I've been on the phone with support three times. Trying once again right now. My support cases are as follows:
    2648789
    2651121
    I've already uploaded the logs as well. On the last call, I was told that the problem had to be on Citibank's side and I'd have to take it up with them. Of course as expected, Citibank said it had nothing to do with them.
  • SherlockSherlock SuperUser ✭✭✭✭✭
    edited July 31
    Yes, I've been on the phone with support three times. Trying once again right now. My support cases are as follows:
    2648789
    2651121
    I've already uploaded the logs as well. On the last call, I was told that the problem had to be on Citibank's side and I'd have to take it up with them. Of course as expected, Citibank said it had nothing to do with them.
    Quicken Support should know better.  Until the issue, I suggest you use the Web Connect connection method.is resolved
    Quicken user since 1997
    Premier on Windows 10
  • alaskowskialaskowski Member ✭✭
    I have been doing just that to get by. Unfortunately, doing so always downloads transaction duplicates, making transaction reconciliation rather difficult and prone to errors.
  • SherlockSherlock SuperUser ✭✭✭✭✭
    I have been doing just that to get by. Unfortunately, doing so always downloads transaction duplicates, making transaction reconciliation rather difficult and prone to errors.
    If subsequent Web Connect imports are producing duplicate downloaded transactions, there is an issue with the QFX file Citibank is generating.  If you haven't already, you should report the issue to Citibank.
    Quicken user since 1997
    Premier on Windows 10
  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    Hello @alaskowski

    Thank you for taking the time to report this error to the Community, although I apologize for the negative experiences with Support.

    I took the liberty of reviewing your account and see that a case was escalated to our internal Express Web Connect team to resolve the internal error that is causing the CC-601 error.

    The status of the escalation is still open and in-progress, but once an update and/or resolution is available the Express Web Connect team will be in contact.

    I hope this information is helpful and please let us know if there are any further questions/concerns.

    Thank you,

    Sarah
  • alaskowskialaskowski Member ✭✭
    Thanks for the follow-up and feedback Sarah.
  • alaskowskialaskowski Member ✭✭
    I received an email from Quicken support stating that the engineering script team has resolved the issue. I am sorry to report that there is still an issue. When I launched Quicken 2019 Build 27.1.20.15 and attempted to update my Citibank Checking and Savings accounts, they failed, this time with the error CC-800 instead of the prior CC-601. So, I then deactivated online services for all of my Citibank accounts. These include:

    Citibank Checking
    Citibank Savings
    Citibank Credit Card
    Two Citibank Investment accounts

    Then I ran a validation of my quicken data and started reactivating online services in the following order:

    Citibank Credit Card via Citi Cards, which was successful with Direct Connect and downloaded all transactions.
    Citibank Investment accounts via Citi Personal Wealth Management, which was also successful with Direct Connect and downloaded all transactions.
    Citibank Checking and Savings accounts via Citibank, which was successful in linking via Express Web Connect, but did not download any transactions.

    Any further attempts in updating the Citibank Checking or Savings accounts wound once again fail with a CC-601 error code.

    I next attempted to create a new empty Quicken test file and add my Citibank Checking and Savings accounts to it. The first attempt failed, but the second attempt was successful at linking via Express Web Connect, but again downloaded no data and any subsequent attempts to update also failed with error code CC-601.

    Please let your engineering team know my findings and results. If you like, I’d be happy to schedule some time to work with one of your engineers directly to review the issue/perform tests/etc. if it’ll help them resolve the issue. Please advise. Thanks.
  • alaskowskialaskowski Member ✭✭
    I also just uploaded all my log files to the attention of Sarah.
  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    Hello @alaskowski

    I'm sorry to hear the error is persisting and thank you for letting us know.  I reviewed the newly uploaded log files and can see that the same internal error is persisting.

    You should have received an email confirmation when the escalation was closed as resolved.  Please reply to that email to let the escalation team know that the error is  still occurring so the case may be re-escalated.

    I hope this information is helpful and please let us know if there are further questions/concerns.

    Thank you,

    Sarah
  • alaskowskialaskowski Member ✭✭
    Hi Sarah,

    I sent the same detailed writeup I posted above as a reply to the email confirmation I received. So far, I have received no response.
  • alaskowskialaskowski Member ✭✭
    Voted.
  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    Hi Sarah,

    I sent the same detailed writeup I posted above as a reply to the email confirmation I received. So far, I have received no response.
    Hi @alaskowski

    Thank you for that additional information, although I apologize that you have not received a response to the email.

    I've reached out to the escalation team on your behalf and advised the error is still occurring and requested that the case be reopened. 

    Please allow up to 48 hrs for the escalation team to receive the escalation request, if any additional information and/or updated log files are needed, the team will be in further contact.

    I hope this information is helpful and please let us know if you have not received a response and/or resolution after 48 hours.

    Thank you,

    Sarah
  • alaskowskialaskowski Member ✭✭
    OK, thanks. I will keep an eye out for a response.
  • alaskowskialaskowski Member ✭✭
    Hi Sarah,

    Its been a bit over 48 hours and, sadly, I have not received any response and the issue still exists. Please advise. Thanks!
  • richard13richard13 Member ✭✭
    Ok, so I got this error for the first time yesterday. I deactivated both my savings and credit card account. I re-activated via the savings account and then Quicken found both accounts I linked them. Yea, I had some cleanup on the credit card account side (from not matching transactions that were already there) but I eliminated the error and the double log on between the Citibank and Citicards.
    Quicken 2019 Premier - Subscription - Windows 10 VM on a Mac ;)
  • proflawproflaw Member ✭✭
    Thanks to richard13: This solved the problem for me. :)

    > @richard13 said:
    > Ok, so I got this error for the first time yesterday. I deactivated both my savings and credit card account. I re-activated via the savings account and then Quicken found both accounts I linked them. Yea, I had some cleanup on the credit card account side (from not matching transactions that were already there) but I eliminated the error and the double log on between the Citibank and Citicards.
  • alaskowskialaskowski Member ✭✭
    edited September 23
    [Removed - rant/off topic]
  • richard13richard13 Member ✭✭
    edited September 23
    So, I got this error again today. 1 month to the day I got it last time. This time I just re-ran One Step Update but that failed. When it did, there was a button next to the Citibank entry "try again". I clicked on it, it tried again, and successfully connected. No transactions to download.

    We'll see if this keeps up. [removed - off topic]
    Quicken 2019 Premier - Subscription - Windows 10 VM on a Mac ;)
  • RayRay Member ✭✭
    I have two data files with a Citibank login for savings, checking and credit card accounts. Quicken created a separate institution for them. The CC-601 error detail lists only the credit cards and says it "can't find an account with non-zero balance or with any transaction in the last 12 months." The credit cards do have zero balances and transactions in the last 12 months.

    I've found that if I open one of the failed Citibank accounts, click the gear and select "Update Now", it will usually update successfully.

    I also have two other Citibank credit card, each with a different website login (Costco and American Airlines). Quicken created separate institutions for them and they haven't failed.
  • I'm now getting this error for the first time with my Citibank checking and credit card accounts. Using Quicken subscription (2019) Version R21.17 and Build 27.1.21.17.
  • jl747jl747 SuperUser ✭✭✭✭✭
    edited September 25
    I was also getting the error that @Ray was getting the last couple of days.
    My accounts are relatively new.
    Quicken Deluxe (Subscription) 27.1.22.12 Windows 10 Pro
    So I deactivated both Checking and Credit Card accounts. Closed Quicken - Just for kicks I logged in to Citibank and did the Activation for third party software (Profile-More Settings-Manage Desktop Apps) - then I opened Quicken and Activated the accounts.
    If you get previously downloaded transactions like I did they will have to be deleted.
    Ran OSU today and no error.Hopefully this helps.I hope the error does not come back.

    Quicken Windows Deluxe (Subscription)
    Windows 10 Pro 1903
  • jl747jl747 SuperUser ✭✭✭✭✭
    @ Quicken Sarah,
    Here is a portion of the Conn Log that sows the error.
    Maybe this will help clear up some problems that may be hidden.

    20190923 17:29:05: Starting Connection ------------------------------------------

    20190923 17:29:06: Initiate Complete ---- [Authenticating with server]

    20190923 17:29:06: Translating Error Codes [Authenticating with server]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:06: CC Request Complete ---- [Authenticating with server]: Status/Error Code : 0

    20190923 17:29:06: Starting Connection ------------------------------------------

    20190923 17:29:06: Initiate Complete ---- [Getting financial institution information]

    20190923 17:29:07: Translating Error Codes [Getting financial institution information]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:07: CC Request Complete ---- [Getting financial institution information]: Status/Error Code : 0

    20190923 17:29:07: Skipping Request ---- [Authenticating with server] .

    20190923 17:29:07: Starting Connection ------------------------------------------

    20190923 17:29:07: Initiate Complete ---- [Validating password]

    20190923 17:29:07: Translating Error Codes [Validating password]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:07: CC Request Complete ---- [Validating password]: Status/Error Code : 0

    20190923 17:29:07: Starting Connection ------------------------------------------

    20190923 17:29:07: Initiate Complete ---- [Getting account status for Citibank Double Cash]

    20190923 17:29:08: Translating Error Codes [Getting account status for Citibank Double Cash]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:08: Error CC-101 ---- [Getting account status for Citibank Double Cash]: *** Error occurred during account aggregation for [Citibank Double Cash] ***

    20190923 17:29:08: Error CC-101 ---- [Getting account status for Citibank Double Cash]: *** Error Mapped to 601 ***

    20190923 17:29:08: Mapping Error Codes ---- [Retrieving data for Citibank Double Cash]: IC error : 0, EBStatus: 0

    20190923 17:29:08: CC Request Complete ---- [Getting account status for Citibank Double Cash]: Status/Error Code : 0

    20190923 17:29:08: Skipping Request ---- [Authenticating with server] .

    20190923 17:29:08: Starting Connection ------------------------------------------

    20190923 17:29:08: Initiate Complete ---- [Getting financial institution information]

    20190923 17:29:08: Translating Error Codes [Getting financial institution information]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:08: CC Request Complete ---- [Getting financial institution information]: Status/Error Code : 0

    20190923 17:29:08: Skipping Request ---- [Authenticating with server] .

    20190923 17:29:08: Starting Connection ------------------------------------------

    20190923 17:29:08: Initiate Complete ---- [Validating password]

    20190923 17:29:09: Translating Error Codes [Validating password]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:09: CC Request Complete ---- [Validating password]: Status/Error Code : 0

    20190923 17:29:09: Starting Connection ------------------------------------------

    20190923 17:29:09: Initiate Complete ---- [Getting account status for Citibank Checking]

    20190923 17:29:09: Translating Error Codes [Getting account status for Citibank Checking]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:09: Error CC-101 ---- [Getting account status for Citibank Checking]: *** Error occurred during account aggregation for [Citibank Checking] ***

    20190923 17:29:09: Error CC-101 ---- [Getting account status for Citibank Checking]: *** Error Mapped to 601 ***

    20190923 17:29:09: Mapping Error Codes ---- [Retrieving data for Citibank Checking]: IC error : 0, EBStatus: 0

    20190923 17:29:09: CC Request Complete ---- [Getting account status for Citibank Checking]: Status/Error Code : 0

    20190923 17:29:09: Starting Connection ------------------------------------------

    20190923 17:29:09: Initiate Complete ---- [CCLogoutRequest]

    20190923 17:29:09: Translating Error Codes [CCLogoutRequest]: gSOAP/CCC/WININET : [0] --TO--> IC Error: [0]

    20190923 17:29:09: CC Request Complete ---- [CCLogoutRequest]: Status/Error Code : 0

    20190923 17:29:09: Mapping Error Codes ---- [Citibank]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Authenticating with server]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Getting financial institution information]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Authenticating with server]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Validating password]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Getting account status for Citibank Double Cash]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Retrieving data for Citibank Double Cash]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Authenticating with server]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Getting financial institution information]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Authenticating with server]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Validating password]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Getting account status for Citibank Checking]: IC error : 0, EBStatus: 0

    20190923 17:29:09: Mapping Error Codes ---- [Retrieving data for Citibank Checking]: IC error : 0, EBStatus: 0


    Quicken Windows Deluxe (Subscription)
    Windows 10 Pro 1903
  • I've been getting this error for about a month. I've deactivated my Citi accounts and reactivated a few times. Each time it works for a day or so and then I start getting the same CC-601 error. I called Quicken support and they said they were working on it and I called Citi and they surprisingly said they no longer support Quicken as of about a month ago. I asked for documentation on that and he couldn't provide. I think he was full of it and was just trying to get me off the phone since he didn't have an answer.

    This is VERY frustrating.
  • proflawproflaw Member ✭✭
    Problem is recurring today about a month after fix suggested by Richard13 worked.
  • jl747jl747 SuperUser ✭✭✭✭✭
    I am also getting this again.
    I am able to download my trans actions by opening a Citibank register clicking on the 'Gear" that has the arrow next to it. Then click it and then click on Update Now.
    I see this in the Connlog

    20191001 17:56:32: Error CC-101        ---- [Getting account status for Citibank Checking]: *** Error occurred during account aggregation for [Citibank Checking] ***
    20191001 17:56:32: Error CC-101        ---- [Getting account status for Citibank Checking]: *** Error Mapped to 601 ***
    20191001 17:56:32: Mapping Error Codes ---- [Retrieving data for Citibank Checking]: IC error : 0, EBStatus: 0
    20191001 17:56:32: CC Request Complete ---- [Getting account status for Citibank Checking]: Status/Error Code : 0
    20191001 17:56:33: Starting Connection ------------------------------------------

    I have Citibank Checking & Credit Card - using EWC

    Quicken Windows Deluxe (Subscription)
    Windows 10 Pro 1903
  • difficultrundifficultrun Member
    I'm getting it again today also.
  • Looks like it's working today. Let's see about tomorrow / next week.
  • jl747jl747 SuperUser ✭✭✭✭✭
    If you are getting this error do the following to see if it clears up the problem.
    Open the one of your Citibank registers then click on the 'Gear" that has the arrow. Then click it and then click on Update Now.



    Quicken Windows Deluxe (Subscription)
    Windows 10 Pro 1903
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