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Fidelity NetBenefits - Error OL-295-A - might be VPN usage related
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Answers
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.
Someone changed something somewhere....
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.
> 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.
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
> 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!!!!
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!
Was there a particular number you called to get someone on the line with some technical skill instead of one of their financial advisors?
> 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.
> > @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
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.
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
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
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
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.
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!
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.
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.
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