Mobile Sync issues

A50Fuente

First off we use Quicken for windows and for our mobile app we have an iPhone and Android apps. Mobile sync stopped operating correctly a few months ago. I have talked to support several times, reset the cloud data several times, deleted and reinstalled the phone apps. When more than one mobile app is used to enter a transaction is when it stops syncing or all transactions disappear from the mobile apps. I am at a loss...It seems to work if we only use the app on the Android phone.

Quicken Anja

Hello @A50Fuente,

Thank you for reaching out to the Community to tell us about your issue, though I apologize that you are experiencing this.

Since, unfortunately, your previous cloud reset attempts have failed to resolve this for you, if you haven't already, I suggest you try manually resetting your cloud data by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

Before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

Then, click OK in the preferences window and proceed to save a backup (just in case). From there, you will then need to sign out of the Quicken Mobile apps, and on your desktop program, create a new data file (click here to view instructions, scroll down to Instructions and open the blue dropdown section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.

1. Go to Edit
2. Preferences
3. Quicken ID & Cloud Accounts
4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
5. Select the Cloud Account Name used for your main data file and click Delete
6. Type Yes and click Delete
   

After that, switch back to your main data file (click here to view instructions, scroll down to Instructions and open the blue dropdown section titled: "How to alternate between multiple files"). 

Once your main file opens, resync your data by navigating to the Mobile & Web tab and click on the blue Sync Now button. If successful, sign back in on your Quicken Mobile app(s) to see if this resolved the issue. You can then also delete the new file you previously created as well as its cloud account.

If that fails or you prefer to have assistance, then I do recommend contacting Quicken Support via chat or phone again in case you may need more extensive troubleshooting.

I hope this helps and let us know if you have any questions!

A50Fuente

Yes, I've done this several times with quicken support....the issue persists.

Quicken_Tyka

Hello @A50Fuente

Thank you for taking the time to visit the Community to report this issue, although I apologize that removing the dataset did not resolve the issue.

Can you please confirm the location of the Quicken Data File?

 https://www.quicken.com/support/how-find-quicken-data-file-quicken-windows

Storing the file in an unsupported location such as a cloud or network drive can cause the behavior that you have described. Do you actively move the file back and forth so someone else may access the file? Hence, the need for two mobile devices?

Please let us know!

-Quicken Tyka