Why one step update cannot connect to Fidelity.com - 401k

I can logon to Fidelity.com and view my 401K account in a browser, but when I try to connect thru One Step Update there is a message on the screen "Looking for your account at Fidelity" and the is a circle with a blue spot spinning and nothing happens, no error. Sometime when I his esc I can get out of the screen other time I have to stop Quicken in task manager to get out.
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Answers

  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @Selvin,

    Thank you for reaching out to the Community and telling us about your issue, though I am sorry to hear that you are experiencing this.

    First, could you please provide which version release of Quicken you have currently running?
    • Help > About Quicken

    If you haven't already, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connected Services. However, I do recommend that you save a backup of your data file first (just in case). Then, please follow the instructions provided below.
    1. Navigate to Edit
    2. Preferences...
    3. Quicken ID & Cloud accounts
    4. Click Sign in as a different user (or it might say Sign in using a different Quicken ID)
    5. Follow the prompts to Sign Out
    6. Sign back in using your Quicken ID (email) and password
    Once that is done, see if the issue still continues to persist.

    Let us know how it goes!
    -Quicken Anja
  • NotACPA
    NotACPA SuperUser ✭✭✭✭✭
    Try using "Fidelity Net Benefits", instead of "Fidelity Investments".  A 401k is an employer benefit account ... not a retail account.
    Q user since DOS version 5
    Now running Quicken Windows Subscription, Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • Ps56k2
    Ps56k2 SuperUser ✭✭✭✭✭
    Selvin said:
    I can logon to Fidelity.com and view my 401K account in a browser...
    exactly what URL are you using to log into and view your Fidelity 401k ?
    As mentioned - you should probably setup the Fidelity 401k with Quicken Add Account - for Net Benefits -




    QWin Deluxe Subscription - Win10
  • Selvin
    Selvin Member
    Hi Anja,
    I followed your instructions above and I got the same results. Here is the Quicken information
    and the Quicken One Step update screen
    This is the website I logged on to thru the browser:
    www.fidelity.com

    This the the address I see after I logged in:
    https://workplaceservices.fidelity.com/mybenefits/navstation/navigation

    Thanks.
    Selvin
  • NotACPA
    NotACPA SuperUser ✭✭✭✭✭
    What you're actually doing is logging into Fidelity Investments (presumably you have an account there also) and then transferring to NetBenefits.
    Try setting up your accounts in Q, to connect to NetBenefits directly ... as demonstrated in @Ps56k2's graphic.
    Q user since DOS version 5
    Now running Quicken Windows Subscription, Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • Selvin
    Selvin Member
    Trying to setup the account with NetBenefits produces the same results. Circle with spinning blue dot and nothing happens. See attached image.
  • Selvin
    Selvin Member
    I called Quicken support and they have me created a new Windows account, Install Quicken using the new account and copy my old quicken file. Using this new account I was able to connect to Fidelity Netbenefits and download my transactions. The Tech didn't know what was wrong with my original windows account why I couldn't connect to Fidelity. If anyone have anyone experience this problem or know why a windows account would prevent Quicken from connecting to Fidelity, please let me know

    Thanks.

    Selvin.