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T Rowe Price 401k never updates

mattm

Hi there,

I've noticed this year that I can now setup a T Rowe Price 401k account, and it pulls down the most recent total when I create the account - this is good as I don't believe this would even work in previous mac versions.

However, this online account never updates (other ones at different institutions do). But if I delete it, and recreate it, then it will show the "real/current" account total - but it seems silly to do that every time.

Is this a known issue?

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Accepted answers

Quicken_Tyka

Thank you for the response, I apologize for the delay.

As this account uses Direct Connect and Quicken is unable to escalate this issue, at this point, I would recommend contacting T Rowe Price.

I would suggest asking to speak to a supervisor, I would also provide them with the log files to help them to isolate the issue.

The logs can be found under Help > Show logs in Finder.

Image: https://us.v-cdn.net/6031128/uploads/editor/l3/jjc2bbcdjlim.png

Hope this helps!

Thank you,
-Quicken Tyka

All comments

Quicken_Tyka

Hello mattm,

Thank you for taking the time to come to the Community to post your issue, although I apologize that you haven't received a response.

If you navigate to the "Transactions" portion of the register, do you receive any transactions when the account is first connected?

Image: https://us.v-cdn.net/6031128/uploads/editor/hw/kehnw0s7dshf.png

Have you ever encountered any error messages with this account?

May I also ask that you include what version you are currently running?

This can be found under Quicken > About Quicken.

Thank you,
-Quicken Tyka

mattm

Thanks Tyka, appreciated.

When I go to Transactions, I see just one transaction of the type "Add Shares."

I have never encountered any errors with this account - it looks like it's doing an update (the spinning arrow appears), but then nothing gets updated. When I go into the "Account Status" window dialogue the account shows up with a green status, and the Last Update date shows "0 new transactions downloaded." If I update again, there are still 0 transactions downloaded and no errors, even though I know the account is out of date/missing new transactions.

Other accounts are updating ok.

Using Quicken Deluxe 2019 Version 5.12.5 (Build 512.29294.100)

Quicken_Tyka

Thank you for the response and for providing some more details.

May I ask that you create a new file for testing purposes.

To create a new file go to File > New and select "Start From Scratch" and choose "Don't use Quicken Mobile or Web" as this is just a test file.

Try to add the T Rowe Price account and see if you get the same results here in a test.

Let me know how it goes!

-Quicken Tyka

mattm

Hi Tyka,

I did that, and it pulls down a single add transaction, but with the latest/current amount.

Quicken_Tyka

Thank you for giving that try, this tells us that the issue isn't coming from the Quicken file itself as the behavior persists in a new file.

Which instance of T. Rowe Price are you using in the bank list?

Image: https://us.v-cdn.net/6031128/uploads/editor/3g/q4sb7n8tziu2.png

Have you tried connecting using any other of the instances available?

Let me know!

-Quicken Tyka

mattm

Hi Tyka,

The Retirement Plans type of account is the only one where I can successfully login via Quicken with my username/pass.

Quicken_Tyka

Hope this helps!

Thank you,
-Quicken Tyka