Fidelity NetBenefits - Error OL-295-A - might be VPN usage related

13

Answers

  • ScatrScatr Member ✭✭
    Having had connection issues to financial institutions lots of times in the past, my first step was to deactivate and then reactivate the connection to Fidelity. That will typically resolve the issue, even if temporarily. However, once I deactivated, I have never been able to reactivate, since when I attempt to do so, it prompts for userid and password and then I get the dreaded 295-A error.

    Does anyone know how to reset an account by an alternate method, since now that I am deactivated, the option is not presented to me.
  • havok423havok423 Member
    LOL. This is hilarious. After seeing people try the "procedure" on page 2 at the end, I just decided to try downloads again (did noting but 1-step update) and guess what? IT WORKED!!!

    Someone changed something somewhere....
  • pablo37pablo37 Member
    In my previous post from last Thursday I was getting the OL-295 error and had tried resetting my NetBenefits account with no luck. Tried again this morning and still could not connect. So, I tried the One-Step Update on all of my other accounts and everything was fine. I went back into my Fidelity NetBenefits account and re-entered my user id and password. It connected to NetBenefits and "linked" to my account and proceeded to download all transactions since my last successful download on September 6th! I am also able to update quotes without issues! So, if you haven't tried the One Step update and then reconnecting your NetBenefits it might be worth a shot. Way too weird!
  • tabraun2000tabraun2000 Member
    After weeks of frustration (last successful download was Sept. 6), I just tried what pablo37 suggested worked for him. Amazing! Problem solved in minutes. Thank you for taking the time to share what worked. (Quicken 2017 R19.7 Build 26.1.19.7)
  • Running Quicken 2019 latest version on Windows 10. Able to download from my bank and various credit cards, but starting on or about Sept. 12, 2019, I can no longer download from Fidelity NetBenefits for my 401(k) transactions. Getting OL-295-A error. Can successfully sign into their web portal using the same credentials. Called Fidelity but they say they don't have an IT department and can't help and said to call Quicken because the error is happening Quicken. Quicken support says that the Fidelity servers are rejecting the connection and to contact Fidelity. This customer is stuck in the middle with nobody taking ownership. Very poor customer service from both organizations. Any ideas?
  • jdxtrjdxtr Member ✭✭
    After not working since 9/16/2019, the problem with connecting to Fidelity NetBenefits has finally been corrected, at least in my case. I took no action to make it happen other than repeatedly contacting Fidelity about the problem.
  • ScatrScatr Member ✭✭
    I can confirm that it is still not corrected, although it does appear recently that multiple people are gaining access. I have spent approximately two hours on support calls with Quicken and Fidelity yesterday and today. I had thought I was getting close, as Quicken support was very helpful. They did some troubleshooting and provided me with the error codes from the connlog and suggested contacting Fidelity with that information. They also offered to dial in on a three-way call to get it resolved. My second to last call with Fidelity was very hopeful, in that they said they have a support line for things like Quicken. I was not able to do that call at that time, so I did it just now. The net is that their position is that they are aware of a problem but have no estimated resolution time. I expressed my deep displeasure with them but it doesn't change the fact that I am nowhere. I cannot use the techniques others here have used, as I deactivated my account, and attempted, unsuccessfully, to reactivate as that is a typical way I have resolved these issues previously. As a result, I am deactivated and cannot reactivate.

    For now, I am frustrated beyond belief. I think I will do some manual transaction downloads/imports for now so as not to lose history. I am resigned to wait and hope as I cannot spend any more time on support calls.

    For anyone interested, here is Fidelity information:

    https://www.fidelity.com/customer-service/faqs-exporting-account-information

    See the last FAQ:
    If you need further assistance downloading your Fidelity account information into Quicken® or QuickBooks®, please call Fidelity at 800-544-7931 and a specialist will be able to assist you.
  • PegasusT4PegasusT4 Member
    I am with Scatr. No help at all from Quicken or from Fidelity. Fidelity sent me to a "Tech Service" line where after 45 minutes of waiting I gave up. I still cannot connect as of Oct 16, 2019. The Fidelity person I talked to was aware of a problem of some sort, but knew nothing else, so transferred me to the Tech Service. A second Fidelity rep had never heard of the problem so I guess no one really cares much.
  • KevinkyKevinky Member ✭✭
    edited October 16
    > @Greg_the_Geek said:
    > It works on Quicken 2017 R19.7 and Quicken Subscription R22.12.

    Greg,
    When you say yours works are you downloading transactions from Fidelity Netbenefits 401k?

    For me I can download my Fidelity HSA no problem my Fidelity 529 account no problem, where my problem resides is with Fidelity Netbenefits.

    I just got off the phone with Fidelity Netbenefits and they said to just try again tomorrow. I honestly think this is a Quicken Issue. The fact that we can't get anyone from quicken to even look at the error logs is disturbing.


    EDIT 10/16/2019 9:02pm - I figured out my problem. Dennis recommended if you have a VPN installed that it oculd be causing the issue (Even if its not currently connected). He Recommended stopping the VPN client and voila, my 401k transactions download with no OL-295-A error. Way to go Fidelity Support for figuring this out. Hopefully this will help others that might have a VPN installed.
  • ScatrScatr Member ✭✭
    I will say that Quicken support was the most helpful. They had me create a new test file, and then create a new account with Fidelity. Got the same error. Then I uploaded the connlog and ofxlog to them, and they pointed out the error code and then guided me to contact NetBenefits with that information. The rep also recommended that NetBenefits support could read the log files, although I never got to a person at Fido who cared enough to engage at that level. Quicken support also offered to call in for a live three-way call to resolve the issue, but then, you know, Fido. Fi-don't.
  • Dennis GroganDennis Grogan Member ✭✭
    Having the same problem (unable to reactivate Online Services to download transactions at NetBenefits).
    Spent over an hour with Quicken support, and then another hour and 30 minutes with Fidelity support.

    Fidelity finely found problem. Turns out my VPN (Private Internet Access) is somehow being blocked by the Fidelity NetBenefits server.

    Solution: Shut down VPN completely (not just disconnect, close the entire program), then restart Quicken. Everything works!

    Window 10 Pro x64 - Ver 1903 - up to date.
    Quicken Premier 2019, Ver 22.12, Build 27.1.22.12
    PIA v 1.5.1
  • KevinkyKevinky Member ✭✭
    > @Dennis Grogan said:
    > Having the same problem (unable to reactivate Online Services to download transactions at NetBenefits).
    > Spent over an hour with Quicken support, and then another hour and 30 minutes with Fidelity support.
    >
    > Fidelity finely found problem. Turns out my VPN (Private Internet Access) is somehow being blocked by the Fidelity NetBenefits server.
    >
    > Solution: Shut down VPN completely (not just disconnect, close the entire program), then restart Quicken. Everything works!
    >
    > Window 10 Pro x64 - Ver 1903 - up to date.
    > Quicken Premier 2019, Ver 22.12, Build 27.1.22.12
    > PIA v 1.5.1

    Dennis, you are right!!!! :o

    I've been on support calls with both Fidelity and Quicken tonight but no solution. They just kept pointing at each other.

    When I saw your post about the VPN I checked my VPN for work and closed it completely and then the OL-295-A error went away for me. I finally have refreshed my 401k after 1 month of not working.

    I've had the same version of quicken for 2 years, and I've had the same exact VPN installed for at least 5 years. So why it all of a sudden it became a problem in September I do not know. I hardly ever use it but its always been install. But my problem is resolved and I was able to download all my transactions since september.

    Anyone else having the OL-295-A problem check if you have a VPN and kill the program. And see if your problem is resolved too.

    Thank you so much Dennis for sharing this information!

    :p
  • ps56kps56k SuperUser ✭✭✭✭✭
    I just updated the topic title -
    for any other users that might stumble across the VPN issue.
    It would be interesting to discover exactly what the issue is, either from Quicken itself, or the end connection points, or ???
    Quicken 2020 Deluxe - Subscription - Windows 10
  • ScatrScatr Member ✭✭
    Dennis, great news that you were able to get through to someone at Fidelity who could assist. I just checked myself, and unfortunately, I do not use a VPN so I apparently have a different problem.

    Was there a particular number you called to get someone on the line with some technical skill instead of one of their financial advisors?
  • BostonDriverBostonDriver Member ✭✭
    edited October 17
    I have the issue and do NOT use a VPN. I'm on a desktop PC that has a Comcast IPv4 address. This doesn't mean that Fidelity(?) isn't blocking IP addresses from Comcast.
  • KevinkyKevinky Member ✭✭
    > @BostonDriver said:
    > I have the issue and do NOT use a VPN. I'm on a desktop PC that has a Comcast IPv4 address. This doesn't mean that Fidelity(?) isn't blocking IP addresses from Comcast.




    It looks like of all the people in this discussion just Dennis and I our problem was resolved of this issue by closing our VPN. Mine happened to be a Cisco VPN that I use very rarely for work but its always been installed I just never connected it unless needed for work.

    So, it sounds like that is not the issue for everyone, but I can confirm 100% that I refreshed my Fidelity Netbenefits 401k multiple times last night and again this morning successfully with nor errors. So it doesn't appear to be a Fidelity issue at least from my view.

    I would like to hear that everyone is working again so I'm still curious what might be causing the others still plagued with this problem. Again, its very strange that it all started around the 12th of September for many in this forum. So something obviously changed but I don't know what. Could it have been a Windows Update? A Fidelity change? A Quicken change? It doesn't seem we know for sure.

    I'm still baffled at how my VPN client that wasn't currently operating would prevent Quicken downloading transactions.

    For those still having problems when your Fidelity 401k download fails maybe the answer resides in your log files. Click on "Help" then go to "Log Files" and look at the Connection Log in the Connection Troubleshooting section. Its very hard for average people to read but maybe there is some sort of hint in there of what your problem might be. I wish you the best of luck in getting this resolved.
  • BostonDriverBostonDriver Member ✭✭
    > @Kevinky said:
    > > @BostonDriver said:
    > > I have the issue and do NOT use a VPN. I'm on a desktop PC that has a Comcast IPv4 address. This doesn't mean that Fidelity(?) isn't blocking IP addresses from Comcast.
    [deleted]
    > It looks like of all the people in this discussion just Dennis and I our problem was resolved of this issue by closing our VPN. Mine happened to be a Cisco VPN that I use very rarely for work but its always been installed I just never connected it unless needed for work.

    Was your [1] VPN actually connected i.e. was all your traffic sent to work first via VPN, then forwarded to Fidelity? Or it it that you just have VPN software installed? Typically VPN is used only for work which is why I ask. Where the traffic is going matters for debugging... e.g. does Fidelity see your home IP (traffic doesn't go via VPN) or does it see your work IP address (because there is a VPN connection.)

    [1] same question to anyone else who "used" VPN
  • Dennis GroganDennis Grogan Member ✭✭
    Sorry to hear this isn't working for everyone. Just for a little more detail...

    As part of my trouble shooting, I determined that I could download transactions from other brokerage firms and banks, it was only not working with Fidelity.

    First call was to Quicken (just the standard help 650-250-1900).
    The first guy (Peter) was very rude and condescending, and hung up on me in less than 3 minutes...however the next guy (Joseph) was the complete opposite.
    This guy was very patient, polite and knowledgeable. I sent him my log files, which he went over with their tech team, and that's how we discovered that the request was going out to Fidelity server, but was being rejected on their end.

    I believe I called 800-354-3412 at Fidelity. After brief troubleshooting, I was connected to someone who is more familiar with Quicken connection problems (John). This guy was extremely thorough, but eventually he brought in Jose (super tech!) on a conference call who walked through connection settings to verify everything was OK. Although I had previously disconnected my VPN using the taskbar icon, apparently there is still something running in the background, so the final solution was to completely shut the VPN program off, and restart Quicken.

    Jose mentioned that Fidelity is constantly changing their server handshake protocols(?) due to ever changing safety problems, so sometimes the VPNs (or I assume possibly ISPs?) may not be aware of the new changes right away.

    So, in my case it boiled down to other banks and brokerage firm servers saw my incoming signal as safe to connect, but the Fidelity server did not recognize my incoming signal (through the VPN server) as safe.

    Hope this helps clarify.
  • BostonDriverBostonDriver Member ✭✭
    In case this helps anyone, or if someone from Quicken or Fidelity look at this thread (I've pointed both companies here so they can see what's going on)....

    I have this problem as noted over the last few weeks. I do not use a VPN, I have Comcast as an ISP. My PC behind router that connects to Comcast has this issue with Quicken Win7, subscription, always up to date.

    This same PC has *no* issue connecting and logging into NetBenefits via Chrome, IE, Firefox or Brave browsers. The network connectivity from my PC to NetBenefits shouldn't be an issue. The topology is identical. (This assumes that Quicken goes directly from my Win7 machine to NetBenefits.)

    My Android Phone, which uses the same router, has no issue connecting and logging into NetBenefits either via a browser or NetBenefits Android app.

    My Fire Tablet, same router, has no issue etc. etc. etc.

    Only Quicken is having a problem. The connection is encrypted so I can't get much out of tcpdump on the router capturing packets between my home network and NetBenefits
  • ScatrScatr Member ✭✭
    Dennis, thanks for the update on your experience with Fidelity. That type of technical assistance was what I was trying to get to, but I could not pierce through the veil. I may try at another time and hopefully get someone to help troubleshoot.

    For reference, and to the earlier suggestion to share log files, here is the relevant part from my connlog. I am hoping to share this with Fidelity:

    ***QFN kQFFinished: returns 67305875
    The application has been denied access to the server. Try again now, or wait and try later.
    QFN: End send to https://nbofx.fidelity.com/netbenefits/ofx/download, netstatus 15
  • PegasusT4PegasusT4 Member
    BostonDriver - my issue is exactly like yours. Quicken Deluxe 2019 R22.12 Build 27.1.22.12, Win 10 with latest updates. I go through Comcast using their router, can connect to Vanguard and other firms, can connect to 401k.fidelity.com in any browser, etc. Can also connect to my other non-netbenefits accounts at Fidelity with no problem. Just Netbenefits is the problem. After trying the de-activation route I cannot re-activate my online Netbenefits connection . This also started in Sept 2019 as others have seen. So far, Fidelity has been useless, and I guess Quicken Tech never looks in this forum?
  • PegasusT4PegasusT4 Member
    And, of course, I go to Help -> Check for Updates and there is a new update. Updated program to R22.17 Build 27.1.22.17. Now Fidelity Netbenefits is working. Thanks, whatever Quicken folks did works! (for me, at least)
  • imdone003imdone003 Member ✭✭
    @Scatr Member: I have the identical log:

    QFN: Beginning send to https://nbofx.fidelity.com/netbenefits/ofx/download
    ***QFN kQFFinished: returns 67305875
    The application has been denied access to the server. Try again now, or wait and try later.

    R22.12 27.1.22.12 No VPN running Comcast with their router
  • imdone003imdone003 Member ✭✭
    PegasusT4, thanks for heads up on new update. I took it, ran it and no luck :-(
  • jdxtrjdxtr Member ✭✭
    I do not use a VPN and had the problem from 9/16/2019 through 10/15/2019. Out of the blue, it started working on 10/16. I made no changes to my Quicken 2017 software and no changes to my computer.
  • ScatrScatr Member ✭✭
    FWIW I've also tried disabling Norton Security smart firewall and auto-protect temporarily but the issue still recurs.

    Despite various actions working for others (sw upgrade, VPN, account reset) there are enough reports of "it just started working" that I think "wait and hope" is what is going to finally resolve this.
  • KevinkyKevinky Member ✭✭
    edited October 19
    I really feel for those who do not have their Fidelity 401k Transaction Downloads Working yet. I did some troubleshooting today to maybe help you guys out of this garbage

    I did a Fidelity 401k transaction download as a baseline. Its still working for me.

    Next, I restarted my Cisco VPN BUT, did not connect to VPN, and Fidelity Transactions still successfully downloaded.

    Next I connected to my VPN and Fidelity Transaction download failed with a slightly different error OL-297.

    I disconnected from VPN but left client running. Fidelity transaction downloads started working again.

    Looking at the Quicken CONNLOG.TXT file here is something interesting.

    When my VPN is active and I attempt a Fidelity transaction download and it FAILS I get this error.
    ==== Mini-OSU Start (20191019/09:26:08) ====
    20191019 09:26:09: Marketing session sending to: http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini
    20191019 09:26:09: QFN: Beginning get from http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini
    20191019 09:26:20: ***QFN kQFFinished: returns 67186407
    20191019 09:26:20: The server name or address could not be resolved. Please make sure your Internet connection is working. Your web browser or e-mail program can be used to verify your connection.
    20191019 09:26:20: QFN: End get from http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini, netstatus 36
    20191019 09:26:20: QFN: Beginning send to https://services.quicken.com/ofx-secure-plus/10482
    20191019 09:26:20: ***QFN kQFFinished: returns 67186407
    20191019 09:26:20: The server name or address could not be resolved. Please make sure your Internet connection is working. Your web browser or e-mail program can be used to verify your connection.
    20191019 09:26:20: QFN: End send to https://services.quicken.com/ofx-secure-plus/10482, netstatus 36
    20191019 09:26:21:

    When My VPN is NOT running and I attempt a Fidelity transaction download and it SUCCEEDS I see this in my CONNLOG
    ==== Mini-OSU Start (20191019/09:28:38) ====
    20191019 09:28:39: Marketing session sending to: http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini
    20191019 09:28:39: QFN: Beginning get from http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini
    20191019 09:28:40: QFN: End get from http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini, netstatus 0
    20191019 09:28:40: QFN: Beginning send to https://services.quicken.com/ofx-secure-plus/10482
    20191019 09:28:44: QFN: End send to https://services.quicken.com/ofx-secure-plus/10482, netstatus 0
    20191019 09:28:46:


    So, looking at the log file. its attempting to connect to a URL:

    http://personal.fidelity.com/misc/partners/quicken/nbofx/nbindex.ini

    When my VPN was running and I attempted to enter this URL into a web browser. It fails to resolve.

    When my VPN is NOT running and I enter this URL into a web browser. Below is the message I get on the screen.
    [INDEX SETTING] RefreshInterval=1 [ID_BIGLOGO] LastModified=20050127082700[-5:GMT] URL=http://personal.fidelity.com/misc/partners/quicken/nbofx/nbbiglogo.bmp [ID_REGLOGO] LastModified=20050127082700[-5:GMT] URL=http://personal.fidelity.com/misc/partners/quicken/nbofx/nbreglogo.bmp


    Here is something for everyone who is still having Fidelity download problems to try to see if your problem is similar.

    1) Attempt to download FIdelity transactions in quicken (It fails)
    2) Next go in your Quicken to Help> Log Files > Connection Log CONNLOG.TXT and scroll to bottom
    3) Look if there is any errors like above such as Server name could not be resolved.
    4) Next paste the URL below into a web browser and see if it resolves or not

    Let us know what you find.

    Good luck!
  • BostonDriverBostonDriver Member ✭✭
    Want to bet Quicken has a load balancer that is "sick"? Just a theory, but it would explain why changing the IP address used to connect to NetBenefits would suddenly work. The VPN changes your IP.

    I did packet captures to Fidelity (working IRA, brokerage etc.) and NetBenefits (not working 401(k)) but couldn't see a major difference. It looks like all traffic in both cases go to AWS, though since everything else does it could just be that I can't find the Fidelity traffic in all the noise.
  • ScatrScatr Member ✭✭
    Hi Kevinky, I was about to try your experiment, and lightening struck and my connection to Fidelity NetBenefits is now resolved. No changes on the Quicken side that I know of (e.g., no software updates), so I infer something happened on the server side at Fidelity.

    Thanks to everyone here who has helped and good luck to those not yet enabled. My guess is that you just have to wait. For me it was about 45 days elapsed outage.
  • mjeguitarmjeguitar Member
    To all, (and this may have been corroborated earlier),

    I too have the same issue : OL-295-A issue with Fidelity Net Benefits. Last successful download was 9/13/2019. Running R22.17, build 27.1.22.17. I followed the steps noted by DONKIPP in this thread on October 12. Everything started working again !! This MUST be a Quicken Issue. Although I cant be 100% certain. Certainly Ticks me off having to get trapped into their new subscription model and still running into these problems. Hope others are helped by this "work around".

    Mike
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