Error with Edward Jones account update

Suzanne101

For the past week I'm unable to connect to my Edward Jones accounts. OL-220-A "Quicken is unable to complete your request." I tried to reset the account connection, but just got a blank dialog box that locked my screen so I had to use Task Manager to shut down. Anyone else having this issue?

Quicken_Tyka

Hello @slick1948

Thank you for the response and for providing more details.

An "It's not your fault" error will require a contact to support for a review of the log files and possible escalation to resolve.

https://www.quicken.com/support#contact-support

When contacting support, be sure to let me know how long you have been receiving this error.

Let us know how it goes!

-Quicken Tyka

splasher

POSSIBLE SOLUTION:

I finally came up with something to try which has worked for me the two days after doing it:

1. Make a backup of your Quicken data file to revert to if this does not work
2. Sign on to the Edward Jones website to ensure that their security knows your IP address
3. Deactivate One Step Update (OSU) for all of your Edward Jones accounts
   Edit the account from the Account List (Tools menu), then select the Online services tab
4. Re-activate all of the EJ accounts for OSU (opposite of #3 above) and LINK (not add) the account to the existing accounts in Quicken
5. If it all works, you should get a download at that time and if it is truly successful, it will work again tomorrow without dong anything but doing a OSU in Quicken.

If none of this works for you, just restore the backup you made and you will be exactly back where you were when you began.

BCTOM155

I'm having the same issue. Started after last update was loaded.

William Heise

Same issue but sometimes it will update after I try 3 or 4 times

cwinkler

Same issue during OSU. Can get it to work if I go into one of my EJ accounts and click on Update Transactions.

Russ R

I am experiencing the same issue, Edward Jones, OL-220-A "Quicken is unable to complete your request. Usually can get an update after several tries.

KarenK

Same issue. I have tried several times in a row and over several days with no success. Edward Jones, OL-220-A "Quicken is unable to complete your request."

Quicken Anja

Hello All,

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

If you haven't already, could you please try deactivating the account(s) experiencing this issue and then reactivating through Add Account (not through Set Up Now)?

Please, follow the steps found in this support article to deactivate. Once deactivated, to reactivate through Add Account, navigate to Tools > Add Account..., search for your Financial Institution name and follow the prompts to connect. Once your account(s) have been found, be sure to link them to the existing account(s) you have already set up in Quicken.

Let us know how it goes!

David Rohrer

I'm having the same/similar issue. I haven't been able to download transactions since March 2nd. I receive the "Download Error (504))" message. I've deactivated one of my accounts and still can't connect when attempting to "Add Account".

slick1948

Still doesn't work. "Sorry, we encountered an error. (It's not your fault).
I have two EJ accounts. Doesn't work on either.

Quicken_Tyka

Hello @slick1948

Thank you for the response and for providing more details.

An "It's not your fault" error will require a contact to support for a review of the log files and possible escalation to resolve.

https://www.quicken.com/support#contact-support

When contacting support, be sure to let me know how long you have been receiving this error.

Let us know how it goes!

-Quicken Tyka

slick1948

didn't work

Robert Branch

I have been unable to update my Edward Jones brokerage information in Quicken since February 20th. It had worked fine until then. I initially got QL 204 errors but now nothing. I changed my password twice, but this has not corrected the problem. ED Jones is stumped and I am also.

Quicken Anja

Hello @Robert Branch,

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

Could you please provide which version of Quicken you have currently running?

• Help > About Quicken

Since you mentioned you are no longer receiving the OL-204 error code, could you please clarify what happens instead when running a One Step Update? Does the update still complete and say it was successful though no transactions were downloaded, or does the update continue to process and never reach completion, etc?

Please, check back and let us know! Thank you.

Robert Branch

I am using version R31.20 for Windows 10.

Quicken stopped updating my ED Jones account after February 20th. Anytime I tried manually doing the download it would give me the 204 error code. I have changed the password on the on the ED Jones account, updated the password in the password vault, and used the 'Reset Account' feature in Account Details/Online Services. When I do a reset, I get a green check arrow that seems to indicate Quicken can contact ED Jones and they can communicate. But it still won't download current transactions.

I have also changed my antivirus and firewall settings to let Quicken see and talk to ED Jones. This has made no difference either.

Holler back if you want to know more.

Robert B.
PS: Your e-mail said I could e-mail the response directly. I tried to do this and it bounced back. This is tedious.

Robert Branch

When I try to update now, it wants a password even though it is stored in the password vault. Also the fill password input field is unresponsive. I have deleted and reinstalled the password in the password vault numerous times without successfully getting Quicken to update.

Robert Branch

I see that I am not the only one who is having problems with ED Jones updates. Do you have a fix yet?

splasher

POSSIBLE SOLUTION:

I finally came up with something to try which has worked for me the two days after doing it:

1. Make a backup of your Quicken data file to revert to if this does not work
2. Sign on to the Edward Jones website to ensure that their security knows your IP address
3. Deactivate One Step Update (OSU) for all of your Edward Jones accounts
   Edit the account from the Account List (Tools menu), then select the Online services tab
4. Re-activate all of the EJ accounts for OSU (opposite of #3 above) and LINK (not add) the account to the existing accounts in Quicken
5. If it all works, you should get a download at that time and if it is truly successful, it will work again tomorrow without dong anything but doing a OSU in Quicken.

If none of this works for you, just restore the backup you made and you will be exactly back where you were when you began.

splasher

@suzanne101 @BCTOM155 @William Heise  @cwinkler @Russ R  @KarenK @David Rohrer  @slick1948 @Robert Branch

The above possible solution has been successful for me for 7 days.  Did any of you try it and if so, what were your results?

David Rohrer

I had a different error code (-504) and sent a copy of my OFXLog file to Edward Jones Tech Support for assistance. I've had to do this 3 times in the past 4 months. I'm not sure if they did anything, however my downloads resumed a day or two later. I have seen a 2-to-3 day delay in downloads loads from EJ and continue to see the -504 error on occasion. I'll give your process a try the next time I have a significant delay.

Robert Branch

Splasher: No, I still can't update my ED Jones account. I tried deactivating OSU, then reactivating it. Did not work. I am receiving no help from Quicken to speak of. I have sent them two OFXlogs. I am beginning to look for different accounting software for my needs.

Robert Branch

I am also talking to Edward Jones, both my account manager and their corporate tech support. Corporate is aware of the problem and is very concerned that Quicken seems to be doing little to nothing to resolve the problem. Corporate has researched the issue from their side and say they see no problems from their end.

Robert Branch

The problem seems to have something to do with the password vault. Quicken switches to a manual password entry screen when I try to update only my E Jones account, but the field where you enter the password is greyed out. I have deleted and reinstalled my password, and reset my password and the same thing happens again when I try to update the account.

Robert Branch

I have accounts with other brokerages and banks and, thank goodness, they still update just fine.

Robert Branch

No update nor guidance from you guys yet. BTW, which website for ED Jones should I use for the update?

Robert Branch

SUCCESS!!!! I disconnected Quicken and Edward Jones's online link. I then went through the setup process to create a new link. If you do this, pay attention to a drop down box on the right side of the screen that has an option to attach the new account to an existing one. The first time I tried it, I did not pay attention to that and Quicken created a 'new' ED Jones account, with only two month's worth of transactions. I deleted the new account and went through the set up process again, connecting the old and new account. That worked!!!!!

Robert Branch

For anybody interested, Splasher's March 12 post was the solution to my problem.

Chrome.n.Steel

Robert Branch's April 3 simple recommendation solved it for me.