Home Alerts & Known Product Issues

RESOLVED 1/7/20 QWin 2017 Users Receive "It's not your fault" error activating Quicken Bill Pay

Quicken SarahQuicken Sarah Administrator, Moderator mod
Quicken for Windows 2017 Users are reporting receiving a "Sorry, we encountered an error.  It's not your fault" when attempting to activate Quicken Bill Pay.

Our Teams are investigating this issue and working to resolve it as quickly as possible.  If you would like to add your information to assist in the open investigation, please go to the Help menu in Quicken and select "Report a Problem". 

In the window that opens, please enter "CTP-483" in the subject line, mark the boxes for the following logs and click Send to Quicken when ready.

Logs to Select:
ConnLog.txt
ConnOLD.txt (if listed)
OFXLog.txt
OFXOLD.txt (if listed)

If you would like to be automatically notified once this issue has been resolved, please "Bookmark" this Alert by clicking the Yellow Star in the upper right.

Thank you!

Comments

  • Quicken KathrynQuicken Kathryn Administrator admin
    We're continuing to gather information on this issue; if you are experiencing this issue, please attempt to refresh the branding and profile of Quicken Bill Pay:
    1. Select the Tools menu, then choose Online Center.
    2. Click the Financial Institution drop-down arrow and select the financial institution (Quicken Bill Pay).
    3. Press CTRL+Shift while selecting Contact Info (Contact Info is at the top of the Online Center window).
    4. In the Account dropdown at the top of the dialog, select an account that is associated with Quicken Bill Pay. 
    5. Select Financial Institution Branding and Profile from the Refresh Options and click Refresh.
    6. Click OK and go online by clicking the Update/Send button.
    After you refresh the branding and profile, attempt to add Quicken Bill Pay again.  If you receive the same error, please follow the steps above to submit your log files through "Report a Problem".  

    Quicken Kathryn
    Community Administrator
  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    UPDATED 01/07/20 

    Our Teams have been working to resolve this issue and pushed a new fix late last night targeted at resolving the "it's not your fault" error for Quicken Windows 2017 Users.

    This fix should change the instance in Quicken to display as "Quicken Bill Pay" and remove the "zzz" portion of the name.

    If you are continuing to see the "ZZZ - Quicken Bill Pay" name in Quicken, please follow the steps here, to refresh the financial institution branding and profile information once more.

    If you have already attempted to refresh the branding and profile information as of today (01/07/20) and issues persist, please reply here to let us know and please include any and all troubleshooting steps that you may have already tried.

    Thank you!
  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    RESOLVED 1/13/20

    The root cause of this issue has been resolved and Quicken for Windows 2017 Users should no longer receive an error or see the "ZZZ - Quicken Bill Pay" institution name in Quicken.

    If the error message persists, please ensure that you have followed the steps here, to refresh the financial institution branding and profile information.

    If an error still occurs, please contact Quicken Support for assistance with some advanced troubleshooting steps to resolve the error and restore access.

    Thank you!
This discussion has been closed.