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Quicken Not Communicating with Server, Asks for Login

sfpami

Just upgraded and paid $49.99 to for support on Quicken Deluxe 2019: 2020, R26.21, Build 27.126.1. Opens and asks for database pass, then home accounts flicker for 3 seconds, screen goes white and then a welcome screen asking for Quicken user name and pass. After several attempts, the password is not accepted and I am locked out for too many attempts. I spent 2 hours on the phone with support today, to no avail. They could not fix the problem and suggested I contact my ISP as they said the program is having problems communicating with the server. I am using Windows 10.

Firewalls and virus support are off.
Rebooted computer several times.
Uninstalled and reinstalled the software from the website several times.
Tried to reinstall the software under another user name.
Went to my office and installed the software from quicken.com on another computer, same problem.
Can login to my account at quicken.com, but when I try to login on the software on my primary computer, support cannot see the attempt to login.
Called the ISP, Comcast, and they ran tests to speed up the connection (but no progress), made no difference, still can't login.
Not using VPN

Quicken support told me that they are working on the problem, and to try to login in an hour. This has been going on for 24 hours. Any suggestions? I can't access my accounts. Help!

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Quicken Anja

Oh! Okay, I know what's happening now.

So this is actually a known issue and currently has an open ticket that is being looked into and worked on. Now, I don't know if our support agents went through this with you at all, however, here are some suggested steps that you can try in the meantime, if applicable.

Check for a VPN for work
Check for a personal VPN such as Norton, Kaspersky, or another company
Check for any security browser plug-ins or extensions (when you have problems with browser login and answer to 1 and 2 are No)
Look at Privacy Settings. Are they strict and block all data on the browser? Adjust to medium setting for the purpose of testing if they are high.
Are there any Proxies setup? Try removing them temporarily if possible.

Proxies instructions - Windows

Open Windows Settings.
Type Proxy in the search window and select Proxy Settings.
Disable proxy by toggling to off for Manual Proxy setup.

Proxies instructions - Mac

In Search bar type Network
Select the type of network the user has (WifI or LAN)
Click Advanced
Click Proxies Tab
Remove the checkmark from Proxies

If you are able to pinpoint one of the issues mentioned and are unable to log in after deactivating or removing, then we suggest that you please wait for 2 hours before trying again.

I'm hoping that maybe one of these will work. Either way though, if you haven't done any of these and intend on trying it out, please do check back to give with an update on the outcome. The more information we can collect on this issue, the faster we can get to the bottom of it!

-Quicken Anja

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Quicken Anja

Hello @sfpami,

Thank you for reaching out to the Community regarding your issue though I am sorry to hear that you are experiencing this.

I'm not sure if support had you try a clean uninstall/reinstall (this is different from doing a regular uninstall/reinstall). If not though, I would suggest for you to start with following the steps found in this support article.

Even though you are using the new subscription version, I do recommend following the instructions found in the two blue dropdown sections under Quicken 2017 instead. The reason being is that the instructions under Quicken 2017 are provided to do the clean uninstall/reinstall manually instead of using the one that is built-in to the subscription model as there is no way to tell whether or not the built-in feature is doing what it's supposed to do.

Doing this process manually can sometimes push through any issues that could be happening during the install. This will also verify whether or not the issue you are experiencing is being caused by something that may have gone wrong during the install.

Let us know how it goes and/or if you have any additional questions!

-Quicken Anja

sfpami

Thank you for the help. I did as you suggested, but the problem continues. Just spent another hour w/support redoing the same thing, and reinstalling. Still loads to the Quicken login screen and won't take my login/pass until it finally locks me out for too many attempts. Support says they cannot see where I am attempting to login from the software, but if I go in thru Quicken.com, they are able to see my login there. The computer software fails to communicate since the update on 5/10/20. Any other ideas?
They told me to wait two hours now, and are going to try and fix it internally, to call back and try again....
Meanwhile, I can't access any financial info. So frustrating.

On a positive note, I must say that Quicken support people are really tops for patiently trying. Thank you.

Quicken Anja

Check for a VPN for work
Check for a personal VPN such as Norton, Kaspersky, or another company
Check for any security browser plug-ins or extensions (when you have problems with browser login and answer to 1 and 2 are No)
Look at Privacy Settings. Are they strict and block all data on the browser? Adjust to medium setting for the purpose of testing if they are high.
Are there any Proxies setup? Try removing them temporarily if possible.

Proxies instructions - Windows

Open Windows Settings.
Type Proxy in the search window and select Proxy Settings.
Disable proxy by toggling to off for Manual Proxy setup.

Proxies instructions - Mac

In Search bar type Network
Select the type of network the user has (WifI or LAN)
Click Advanced
Click Proxies Tab
Remove the checkmark from Proxies