Adding NetXinvestor account to Quicken

I see that people have successfully added this type of investment account to their quicken list. I have attempted to use the method described by them to add my account (added the 3 digit org code to the user name). I still get the "Sorry. We encountered an error (not your fault)." I'm open to any ideas. I have many other accounts with no problems. I also had a tech share my screen earlier today and he said it was the investment institutions problem. My advisor responded to my concern by sharing the successful notes in the quicken community . Is a space required between the 3 digit org code and the user name?