BMO Bank of Montreal Mastercard transactions not downloading EWC since Feb 25, 2021

Arctic Hare

Is anyone else currently experiencing the same issue?

Details... none of the transactions made on my BMO Bank of Montreal Mastercard have downloaded via Express Web Connect into Quicken since Feb 25, 2021; the online balance for that account has also remained frozen at its Feb 25, 2021 value. Express Web Connect and (lightening bolt Update Now) both proceed normally without reporting any errors, but do not download/present any transactions. I've checked the CloudSync Log and the expected transactions are not present there either.

No application crashes, no validation errors, no EWC error codes - and no transactions downloaded. I have logged into BMO online banking and have confirmed there are numerous transactions that should have downloaded and the online balance reported by Quicken is stale by two weeks.

During the same period, transactions with RBC Royal Bank (for several accounts and two client card numbers) have continued to download and present normally.

Chris_QPW

From what I have seen there have been numerous reports of "no transactions downloaded" for accounts connected with Express Web Connect (various financial institutions).  I have yet to seen any "definitive" answer to these posts other than logging out and back in to your Quicken Id.  In other words they are going to "QCS" and it seems to have problems.
Whether that is in the "sync" itself, something on the Intuit server/connection or something like there are errors, but Quicken is looking in the OFX log for errors not in the Cloud Sync Log where they are reported, is hard to say.

Arctic Hare

@Chris_QPW: Based on your comment, I just tried signing out of my Quicken ID and then signing back in. That made no difference. Still no transactions downloaded and the date Quicken reports in the EWC results report for the online balance is Feb 25, 2021. Something is stuck somewhere and whatever is stuck is something I can't get moving.

Chris_QPW

It might be a good idea to contact Quicken support and see if they can track it down.  Note you should be able to find a toll free number in your account information at https://www.quicken.com/canada/?cc_bypass

Arctic Hare

@Chris_QPW: I've already added the BMO download issue to an open support file with Quicken support, but no response from them yet on the BMO download issue. Quicken support sometimes tells me that I'm the only Quicken user experiencing a given issue, and, therefore, the issue is most likely a result of corruption in my data file. Thus, I am interested in understanding whether this issue is isolated to me, my file, BMO Canada, etc. Of course, so few Canadian users monitor the forum that a lack of responses here doesn't necessarily tell me anything.

Chris_QPW

Well if they say that (which is mostly just a copout) create a new data file and prove them wrong.  And yes that is the problem there is very few Canadian users that monitor these forums what's more even if you have a user that comes in after having the problem, the threads get "pushed down" so quickly they won't see yours.

Arctic Hare

@Chris_QPW:  <LoL> The only reason I have not yet tried exactly what you suggested - creating a new data file and testing whether downloading work OK in the brand new file is that, when I've taken that precise approach in the past, Quicken Support has advised me that they can't assist me because switching data files wipes out records in the cloud and renders it impossible for them to trace the issue. 

Chris_QPW

Talk about your circle logic!

Arctic Hare

@Chris_QPW: I called Quicken phone support. After creating a backup, running file validation, confirming my online banking setup, they had me try the Reset Account feature. I hadn't tried that on my own because I have bad experiences with that feature in the past; it seems to have caused more issues than fixed problems, but this time time it worked. Thirty five transactions came pouring down as a result of the Reset Account. I suppose, I'll have to now admit that feature is not always useless ;-)

I did have to laugh to myself when the first thing Tier 1 support had me do was to run a File Validation - because I have the senior technical support cautioning me ad nauseum about using File Validation - apparently supposed to use it only as a last resort because it can corrupt the data file. I can understand the File Validation could render a corrupt file unusable, but it shouldn't be the cause of problems.....

Arctic Hare

@Chris_QPW: update... shortly after getting "help" from Quicken Support, I started encountering bizarre behaviour with transaction download from BMO, which culminated with Quicken locking up and having to End Task. So much for the using the Reset Account feature.

I restored a Backup and reconnected the BMO account via EWC, but I'm now getting odd behaviour in that, when I OSU, the results report of OSU doesn't provide a time/date stamp of the last update - as it normally does. I've tried disconnecting all EWC accounts, Copy File, Validate, and re-connecting EWC and the same odd behaviour persists - no date/time stamp.

I'll have to wait a couple days to see whether BMO Mastercard transactions download - either Monday or Tuesday evening.

By the way, I've been chasing the issue, which you commented on, described here for a long time: Super Validate finds same errors every day — Quicken

I've had Senior Quicken Support tell me that, because I see the errors described in that thread, I should try starting a new file. You can guess the result of starting a new file --> the same validation errors just start showing up in the new file. I wish we knew whether those validation errors are harmless (nuisance) or harmful.

Chris_QPW

See it is now using QCS, and if it is try switch back to FDS.
See this post:
https://community.quicken.com/discussion/comment/20160427/#Comment_20160427

Arctic Hare

@Chris_QPW: I reviewed the link post and have confirmed that it is using the QCS Channel. I tried switching to FDS. It appeared to switch to FDS. I ran OSU and it behaved the same as it has been - no date/time stamp. Then I checked the channel again and it was set to QCS. So, it appears that it is configured to re-set itself to QCS. I'm on the Canadian version, which might be different than the US version.

Does Quicken Support have the ability to somehow reset my QCS profile? Is that the correct terminology? What should I ask them to do?

Chris_QPW

Well that is interesting.  I checked the one account I still have setup for Express Web Connect and it is holding at FDS, for now.  I know they have said that they are going to QCS for everyone and soon it won't be a choice any more.  I also know that lots "strange things" have been reported about the switch over/use of QCS.

If you haven't read this you might be interested in it.
https://community.quicken.com/discussion/7882641/qcs-express-web-connect-is-cloud-sync

Catherine Monks

I am having the same trouble. I cannot download BMO Mcard transactions. Not only am I in Canada, but I'm running on a Mac. Any sugestions?

Catherine Monks

Oops. Suggestions.

Chris_QPW

Well at this point about the only suggestion I have is to contact Quicken support and report it to them, so that they can make the right people aware of the problem.
Contact Quicken Support

Arctic Hare

@Catherine Monks: I have restored the ability to download transactions from BMO, but I do still have a bit of odd behaviour with downloading from BMO - no date/time stamp in the OSU results window. I'm waiting for a call back from Quicken Support to discuss such.

Your situation may be the same or different from mine. I do suggest you contact Quicken Phone Support. They may be able to solve your problem and, if not, they can escalate it and it also increases awareness. Posting here is good for peer-to-peer help, but I encourage people to also avail themselves of the official support.