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Adding Account Download created NEW account, won't link to existing account

I am trying to add online connectivity to one of my accounts (a Morgan Stanley investment account) which I've had open in Quicken for a while. It connects correctly, but then just opens a new account in Quicken called "Investment" and downloads everything there, rather than giving me the option to link to the already open account.

I've tried doing this from the link in the register, the "set up download" from the settings icon and even from the Edit Account Details tab, all with the same results.

Windows 10 2020 2H

Quicken For Windows R32.10 Build 27.1.32.10

Answers

  • Quicken_Tyka
    Quicken_Tyka Moderator mod
    Hello @Zoolook

    Thank you for taking the time to visit the Community to ask your question, although I apologize that you have not received a response.

    I would make sure that the financial institution box in the edit account screen has been cleared prior to connecting. To do so please see the steps below:
    1. Choose the Edit Details button on the account.
    2. Clear the Financial Institution field on the right side of the window.
    3. Click OK.
    Once this has been completed, I would attempt to connect once more and see if you are given an option to link.

    Please let us know how it goes!

    -Quicken Tyka
    ~~~***~~~
  • Zoolook
    Zoolook Member ✭✭✭
    The Financial Institution field does not have anything in it, so this is not the issue. I tried one more time ensuring it was blank, but it still simply creates a new account.
  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @Zoolook,

    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, I suggest you create a copy of your data file in an attempt to rebuild all of the internal lists and database tables. Then, try to Validate your data file in the copied file by following the steps below. However, I do recommend that you also Save a backup of your data file first before trying these steps (just in case).
    1. Navigate to the File menu
    2. Select File Operations
    3. Copy...
    4. Leave the presets as is and click OK
    5. Wait for the copy procedure to complete
    6. Select New Copy and click OK                                                                              If Quicken reports an error when creating the Copy file, then hold Ctrl + Shift while you click File > File Operations > Copy. When prompted to "Ignore errors that prevent file copy?" click Yes. Note: Only do this if you receive an error as this may cause some data loss.
    7. Once the newly copied file opens, navigate back to the File menu
    8. Select File Operations
    9. Validate and Repair...
    10. Select Validate file
    11. Click OK
    12. Close the Data Log
    13. Close Quicken (leave it closed for at least 5 secs)
    14. Reopen Quicken and see if the issue persists.
    You can also try to Super validate the copied file by holding down the Ctrl + Shift keys on your keyboard while selecting Validate and Repair... (step 9) which will give you the option to Super validate file instead of Validate file.

    If this does not resolve the issue, you can either switch back to your original file or restore the backup you saved prior to performing the above troubleshooting instructions (both the original and backup files should remain unaffected by the steps performed in the copied file).

    Follow the steps below to switch back to your original file
    :
    1. Click the File menu.
    2. Look near the bottom of the options list.
    3. Select the data file you want to open. 


    Quicken will list the most recently opened data files, with a checkmark next to the file you are currently viewing.

    Let us know how it goes!

    -Quicken Anja
  • Zoolook
    Zoolook Member ✭✭✭
    Not this did not fix the issue, neither did downloading the latest patch which was made available today. It still creates a new account.
  • Quicken Anja
    Quicken Anja Moderator mod
    @Zoolook Thank you for trying the troubleshooting instructions previously provided and for providing us with an update.

    At this point, I recommend that you reach out to Quicken Support directly instead, for more extensive troubleshooting and possible escalation if they see fit. 

    Please, click here to review Quicken Support's hours of operation.
    -Quicken Anja
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