First Horizon returning consistent OL-393A error

scottfmc
scottfmc Member ✭✭✭
in Download, Add/Update Accounts (Windows)
Unable to download transactions/send payment for 3 days. Have reset accounts. Have deleted and re-added bank. What next? 

Best Answers

  • MauriAnne
    MauriAnne Quicken Windows Subscription Member ✭✭✭
    Answer ✓
    @scottfmc , per twitter: "Thank you for reaching out to us about this. We are aware of an issue with Quicken downloads not working. We are working diligently to correct the issue. We do recommend reaching out to our Online tech department at (888)800-9103. ^MN:".

    It's still broken for me today.
  • EricMG
    EricMG Quicken Windows Subscription Member ✭✭
    Answer ✓
    Update option for First Horizon still failing this morning. Called 888-800-9103, explained the issue and asked for an update. FH tech support is working on the problem. They asked me to email the OFXLOG and CONNLOG to them. Created them using Log Files option under Help and emailed them to FH TS rep.

Answers

  • scottfmc
    scottfmc Member ✭✭✭

    Version in use 
  • MauriAnne
    MauriAnne Quicken Windows Subscription Member ✭✭✭
    I'm having the same issue and just came here to see if I was alone in my troubles. I have no hidden accounts with this bank. I can log on to the bank's website with no trouble. I've reset the account, which appeared to have worked but got another 393-A when I tried to update after the reset. I then deactivated and reactivated the account which also appeared to work but then got another 393-A when I tried to update. It's been going on for a few days.

    Windows 10; R34.24
  • Sherlock
    Sherlock Quicken Windows Subscription Member ✭✭✭✭
    If you haven't already, you may want to review: https://www.quicken.com/support/message-when-using-quicken-online-services-ol-393
  • MauriAnne
    MauriAnne Quicken Windows Subscription Member ✭✭✭
    Thanks @Sherlock but I've tried all that. I even deleted the account number and routing number in case they somehow got screwed up.
  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @scottfmc & @MauriAnne,

    Thank you for taking the time to visit the Community and report this issue, though I apologize that you are experiencing this.

    If the troubleshooting instructions found in the support article regarding error OL-393 that was previously provided by Sherlock fail to resolve the error, then as stated at the bottom of the article;
    "You will need to contact your financial institution for assistance. Quicken does not have access to the financial institution's servers to be able to correct the problem.

    This may require you request to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can't assist, an escalation with them may be necessary."

    We apologize for any inconvenience! Thank you.

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • scottfmc
    scottfmc Member ✭✭✭
    That's not of much use. First Horizon's standard response is now and always has been that IF a user can login to the website, then Quicken can successfully access the same as it is a Direct Connect transaction. That may or may not be true, but is also true that Quicken is FAR to quick to blame the bank and NEITHER company is taking care of the customer, us, who are effectively helpless. 
  • Sherlock
    Sherlock Quicken Windows Subscription Member ✭✭✭✭
    scottfmc said:
    That's not of much use. First Horizon's standard response is now and always has been that IF a user can login to the website, then Quicken can successfully access the same as it is a Direct Connect transaction. That may or may not be true, but is also true that Quicken is FAR to quick to blame the bank and NEITHER company is taking care of the customer, us, who are effectively helpless. 
    If you're not satisfied with the financial institution's response, I suggest you find a better financial institution.
  • MauriAnne
    MauriAnne Quicken Windows Subscription Member ✭✭✭
    Answer ✓
    @scottfmc , per twitter: "Thank you for reaching out to us about this. We are aware of an issue with Quicken downloads not working. We are working diligently to correct the issue. We do recommend reaching out to our Online tech department at (888)800-9103. ^MN:".

    It's still broken for me today.
  • EricMG
    EricMG Quicken Windows Subscription Member ✭✭
    Answer ✓
    Update option for First Horizon still failing this morning. Called 888-800-9103, explained the issue and asked for an update. FH tech support is working on the problem. They asked me to email the OFXLOG and CONNLOG to them. Created them using Log Files option under Help and emailed them to FH TS rep.
  • scottfmc
    scottfmc Member ✭✭✭
    Seems to be resolved this morning. Able to DL transactions and make payments again. 
  • MauriAnne
    MauriAnne Quicken Windows Subscription Member ✭✭✭
    Worked for me too! Thanks for starting this thread, @scottfmc !
  • wmdgreen
    wmdgreen Quicken Windows 2017 Member ✭✭
    > @scottfmc said:
    > Unable to download transactions/send payment for 3 days. Have reset accounts. Have deleted and re-added bank. What next? 

    My First Horizon account is doing the same thing. This is not the first time they have had issues with their server. My ECU account works fine. May be time to drop First Horizon.

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