RESOLVED 01/21/20 Quicken Windows Users Reporting Issues w/One Step Update

Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
edited January 21 in Alerts
We are investigating reports of Quicken for Windows 2017 & 2020 (subscription R23.17, R23.18) Users experiencing a freeze, time-out or crash when attempting to update accounts using the One Step Update.

Potential Resolutions:

Turn off animation (Recommended)
Most Users have confirmed that turning off the Animation setting under the Preferences window resolve this issue and allows One Step Update to complete as expected.

Please follow the steps available here to turn off the animation.

Update Financial Institution Branding and Profile
If the slowness or "hang" persists after turning off animations, please refresh the branding and profile information following the steps available here.

Download a Potential Fix (for Quicken Subscription version)
We have developed an interim "test" build targeted at resolving the slowness for the Quicken Subscription version; we're working on a release fix for the 2017 version of Quicken that should be available in a few days.

If the slowness/hang still persists after turning off animations and updating the branding/profile information, please download and install the test build from here.

If installing the test build resolves the issue for you, please post about it here.

Update accounts individually

Some Users have reported that they can successfully update accounts using the "Update Now" option in the account register > account actions gear icon menu in the upper right side of the register.


If you would like to be notified when updates and/or a resolution is available, please "bookmark" this Alert by clicking the yellow star icon at the top right of this post.

Thank you!

Comments

  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    UPDATED 12/26/19

    We are evaluating a customer-reported problem where in some cases Quicken doesn't complete a One Step Update session. We have not been able to reproduce this yet in development, but are working to do so and find a solution.

    In the meantime, if you encounter this problem, we suggest that you download transactions for your accounts individually for each account by selecting "download" from the "gear menu" at the upper right of the register.

    Thank you!
  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    edited December 2019
    UPDATED 12/31/19

    Thank you for your patience while this issue has been under investigation and thank you to all those newly reporting experiencing slowness or a "hang" with the animations turned off.

    Our Team has been working closely with Microsoft to determine the root cause of this behavior and have created a test build designed to resolve these issues.

    For Users with Quicken 2020 or subscription, who do not use Quicken Bill Pay please download, extract and install the test build from https://s3-us-west-2.amazonaws.com/qwin-whitelisting/QW2018/US/DNL_27.1.23.20.zip

    Once installed, please reply at https://community.quicken.com/discussion/comment/20052468/#Comment_20052468 to confirm if this test build resolved the slowness/hang or if the behavior persists.

    If you are currently using the Quicken Bill Pay service, please do not install the test build due to a separate issue that we are currently working through.

    Thank you!


    [Edited 12/31]

    New Troubleshooting Steps Available:

    Potential Resolutions:

    Turn off animation (Recommended)
    Most Users have confirmed that turning off the Animation setting under the Preferences window resolve this issue and allows One Step Update to complete as expected.

    Please follow the steps available here to turn off the animation.

    Update Financial Institution Branding and Profile
    If the slowness or "hang" persists after turning off animations, please refresh the branding and profile information following the steps available here.

    Download a Potential Fix
    We have developed an interim "test" build targeted at resolving the slowness.

    If the slowness/hang still persists after turning off animations and updating the branding/profile information, please download and install the test build from here.

    If installing the test build resolves the issue for you, please post about it here.

    Thank you!
  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    edited January 2
    UPDATE 1/2/20

    Hello All,

    Thank you very much for the continued comments and feedback on the suggested troubleshooting steps.  Your input has been invaluable in researching and working through the various reported issues in recent weeks.

    Our Teams have been hard at work reviewing the various reports and have determined that three separate issues occurred at the same time, that while not directly connected, caused a chain of events resulting in the issues connecting with Quicken Bill Pay, the originally reported slowness with One Step Update, culminating with the new reports of issues with slowness during One Step Update as of Monday 12/30/19.

    1) Quicken Windows Subscription (2020) Users who first began to experience and report a “crash, slowness or hang” during the One Step Update around 12/11/19: 

    A Hot Fix Patch is upcoming that should resolve this behavior, or if you prefer, a “test build” is available now created to resolve this issue and is available to download from here.
    • Once the test build has been installed, please turn the Animation preference back on and run the One Step Update 
    • If the slowness/hang persists, please turn off the Animation preference once more and try the One Step Update once again. 
    • If slowness still persists, please also uncheck the Sync to Quicken Cloud and Update Billers options in the One Step Update Settings window.  

    If you do not use Quicken Bill Pay and still experience a slowness or hang during the One Step Update with the R23.20 build installed, Animations Off and unchecking the Sync to Quicken Cloud/Update Billers options, please reply here to let us know.**

    2) Quicken Windows 2017 Users a patch will be coming to resolve this behavior.  In the meantime, we recommend:

    • Turn off the Animation preference (Edit > Preferences > Setup) 
    • Uncheck the “Sync to Quicken Cloud” and “Update Online Billers” in the One Step Update Setting window to workaround the slowness/hang.  
    • We recommend syncing to the cloud from the Mobile & Alerts tab and Updating Billers from the Bills tab.

    3) Quicken Windows 2017 & Subscription (2020) Users who began to experience a slowness/hang as of Monday 12/30/19, this behavior was caused by an internal error that has been corrected.  

    Many Users have reported that this behavior has been resolved with no action needed on their part, however if issues/errors persist, we recommend deleting the QW.Log found at: C:\Users\-Your Username-\AppData\Roaming\Quicken\Log\qw.log

    **Please Note: To Access the AppData folder, Hidden Files and Folders need to be visible.  Steps to do so are available here.  

    Once deleted, please open Quicken, run the One Step Update once again, which should recreate the QW.Log file to resolve the slowness.  If the slowness/hang persists, please reply here to let us know.

    For Users experiencing errors with Quicken Bill Pay, the internal root causes of this behavior have been resolved.  If issues persist we recommend contacting Quicken Support for assistance with re-establishing the connection.

    Thank you!


  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    UPDATED 01/08/20

    Quicken Windows 2020 (subscription) 
    The R23.21 Hot Fix is now live and has been released to all Users.  

    If you have not yet installed this release, it is available from within Quicken by going to the Help menu > Check for Updates.  Or, by downloading and installing the Mondo Patch available here.

    Once installed, the Animation preference may be re-enabled from the Edit menu > Preferences > Setup option to restore animations in Quicken.

    Quicken Windows 2017 Users 

    This Alert will remain open until a patch for affected Quicken 2017 Users is available and ready for release.

    To automatically receive notification when the 2017 update is available, please continue following this Alert by clicking the Yellow Star icon in the upper right to "bookmark" the post.

    Thank you!

  • Quicken SarahQuicken Sarah Administrator, Moderator ✭✭✭✭
    RESOLVED 1/21/20

    The Quicken Windows 2017 R19.8 Hot Fix patch is now available for 2017 Users experiencing a slowness or hang during the One Step Update.

    R19.8 was released to a limited number of Users this morning and is currently on "pause" while we listen for any new issues/errors being reported.

    Once confirmed the release is working as intended it will be made available for all Users.

    If you would prefer not to wait for the release to go live for all Users, it may also be installed by downloading the Mondo Patch available here.

    Thank you!
This discussion has been closed.