OL-301-A Error - Trouble downloading from Fidelity

SLFP

Quicken Error Message OL-301-A Your financial institution has rejected your request. Additional information from Fidelity Investments: QCS-429A - Please try again tomorrow.”

I am a subscriber to the Windows version of Quicken Home, Business & Rental. I cannot currently download from Fidelity nor add any new Fidelity accounts. (NOTE: Downloading from Fidelity NetBenefits is still working.) This inability to access Fidelity data via Quicken has been going on for 3 days now. I have tried on two different computers and on a number of different Quicken files, but continue to receive the error message every time.

If you are experiencing this issue as well, please post here on this web page so that it is escalated within Quicken to reach out to Fidelity to resolve the problem. Also, reach out to a "Quicken specialist" at Fidelity at 800-544-7931 to report this issue. The Fidelity rep advised me to email them, via secure messaging after logging into the Fidelity website, to send them the following Quicken logs: OFXLOG.txt and CONNLOG.txt so that Fidelity can figure out what is going on. The reality is that the more messages Fidelity receives, the higher priority this issue becomes for them, so please call and/or send them your logs as well.

Here is how to create the necessary Quicken logs and how to send them to Fidelity for troubleshooting: Within Quicken, try to download from Fidelity first so that error logs are generated. Then, click on "Help" (to the right of Reports). Click on "Log Files" (which is 3rd up from the bottom). Under "Connection Troubleshooting," click on "OFX Log" and then "Save As" a .txt file. (I saved it to my Desktop for easy access). Then click on "Close." Next, click on "Connection Log." Along the top, click on "File" and then "Save As " a .txt file to the same location as the first .txt log file. Once you have created both files, log into www.Fidelity.com. Click on "Customer Service" at the top of the page. Under "Welcome to Fidelity Customer Service," click on "Contact Us" to the right of your screen. Then, scroll down and you will see the words "Secure Email" that you'll need to click on. For the subject line, use "Quicken OL-301-A error." Send email to "Tech Support." Account = "No specific account." ATTACH the 2 logs that you previously saved. Then add your own message (or cut and paste) the following:

"OL-301-A Your financial institution has rejected your request. Additional information from Fidelity Investments: QCS-429A - Please try again tomorrow.” Another Fidelity client spoke with Ruben Gobellan at Fidelity on 4/21/21 about this exact error message. Because I am experiencing the same problem, she recommended that I send my own Quicken log files that Ruben had requested of her to help Fidelity troubleshoot this connectivity issue with Quicken. To confirm, I can currently download from other financial institutions, just not from Fidelity."

Boatnmaniac

Hi @SLFP .  I have 3 different Quicken data files, each having a few different Fidelity Investment accounts set up in them.  I did have an OL-301-A error in one of the files last Saturday but the other two did not have any connectivity issues.  OL-301-A error issues are not all that uncommon (although I must say that "Additional information from Fidelity Investments: QCS-429A" is something that is new to me).  For me doing Update Now, Reset Account or Deactivate/Reactivate usually resolves the issue.  Reset Account resolved the issue for me on Saturday.

Another thing that has sometimes helped me to resolve this issue is to refresh the FI Branding and Profile.

1. In Quicken, select the Tools menu, then choose Online Center.
2. Click the Financial Institution dropdown arrow and select the financial institution.
3. Press CTRL+Shift while selecting Contact Info.
4. Select one of the accounts associated with the bank from the dropdown list
5. Select Financial Institution Branding and Profile from the list and click Refresh.
6. Click OK and go online by clicking the Update/Send button.
7. Attempt your online session again.

You did not say what troubleshooting steps you have tried.  Did you try any of these steps? 

SLFP

Thank you so much for taking the time to try to address my issue. Unfortunately, nothing is correcting the Fidelity connectivity issue.

When I attempt an "Account Reset" for one of the Fidelity accounts, I get the error msg "Quicken could not complete the account reset."

When I try to Deactivate/Activate a Fidelity account, I get the error msg "Sorry, We encountered an error. It's not your fault. Quicken is having trouble connecting to Fidelity investments. QCS - 429A Please try again tomorrow." When I try to add a new Fidelity account to an existing Quicken file, I get the same error message. Even when I create a new Quicken file on an entirely different computer, and then try to add a new Fidelity account, I get the same error message there as well.

I just tried the FI Branding and Profile update instructions you provided above. Unfortunately, that didn't work either. If you have any other ideas, please do let me know!

Again, thanks so much for your help.

Boatnmaniac

Well, that QCS-429 code surely is an unusual error code you are getting.  QCS is a Connection Channel used by Quicken but I do not know if this error code is related to that or if it is about something entirely different. 

A long shot you might want to consider trying:

1. Create a new file (not a copy of your existing file).
2. Try setting up Fidelity Investments.
3. If you get the same error message/code, do Fn+F4+About Quicken.  You will get a popup saying what connection channel is being used.
4. If it says "Currently using QCS", click on Change Channel.  That will change the channel to FDS.
5. Try setting up Fidelity Investments, again.  Was the setup process successful?

SLFP

Thank you so much for helping me continue to troubleshoot. Any and all brainstorming ideas are welcome! Unfortunately, this particular one didn't work out. I created a new file, tried adding a new Fidelity account, got the same error message, successfully changed the channel to FDS (per your instructions), and once again tried to add a new Fidelity account -- Alas, the same error message continues...

Quicken Francisco

Hello @SLFP

I do apologize for the issue you're having. With the issue you're having I would recommend contacting Fidelity to see if there's potentially any blocks happening preventing you from connecting. I'll leave their information down below as well.

https://www.fidelity.com/customer-service/contact-us

Thanks,
Quicken Francisco

Boatnmaniac

SLFP said:

Thank you so much for helping me continue to troubleshoot. Any and all brainstorming ideas are welcome! Unfortunately, this particular one didn't work out. I created a new file, tried adding a new Fidelity account, got the same error message, successfully changed the channel to FDS (per your instructions), and once again tried to add a new Fidelity account -- Alas, the same error message continues...

Since changing the channel from QCS to FDS did not result in elimination of the error message it's a pretty good indication that Quicken's QCS channel and Fidelity's QCS error code are unrelated to each other.  At this point I'm left scratching my head.  If I can think of anything else I'll post back here but at this point I agree you should work with Fidelity to get this issue fixed.  They probably need to get their tech support team involved in this.

SLFP

RESOLUTION: Fidelity tech support reached out to Quicken to resolve this connectivity/download issue. The person I worked with from Fidelity was quite helpful and tenacious about getting this issue resolved for me. I am not sure what caused the download problem between the two companies for only a limited number of clients but I can confirm that downloading from Fidelity has now been working consistently for the past few days. For that I am grateful.

Boatnmaniac

Thank you for posting this update @SLFP .  I am glad the issue is now resolved.  Just so that I am clear: This issue was resolved between the Fidelity and Quicken teams and there was nothing you had to do?