Mobile app not working with investments

The Quicken mobile app will not update investment info. Checking etc works fine. Have worked with support for several hours without any progress. I've deleted and reloaded the mobile app several times and it doesn't look like the same as when I go to mobile on computer. All accounts are enabled and some give strange numbers. The mobile app was one of the features that encouraged me to buy Quicken but am very disappointed.

Answers

  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @DrJ,

    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 resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



    If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

    Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.
    1. Sign out of your Quicken Mobile app
    2. On your desktop program, navigate to Edit
    3. Preferences...
    4. Mobile & Web
    5. Make sure sync shows it's ON and click on Reset your cloud data 
    6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
    7. Wait for the sync reset to finish
    8. Navigate to the Mobile & Web dropdown menu 
    9. Select Cloud Sync to resync your data and to make sure no errors occur
    10. Wait for it to finish syncing 
    11. Sign back in on your Quicken Mobile app
    Once that is done, see if the issue still persists.

    Let us know how it goes!
    -Quicken Anja
  • DrJ
    DrJ Member
    I have tried your suggestions several times with no difference. When I got to the Mobile & Web site on my computer everything is fine yet on the iphone some things are updated but no investments. I notice that the web site on the iphone does not appear anything like the M & W page. I have deleted and reinstalled the app several times. My phone is rather old, iphone 8, could that be a problem?
  • Quicken Alyssa
    Quicken Alyssa Moderator mod
    Hello @DrJ,

    I apologize that we have not been able to resolve this issue yet. No, I don't think your phone is the issue. I can only see that being an issue if your phone no longer meets the system requirements for the Quicken app. If this was the case, the phone would display a message to you that this was the case, and most likely not let you go any further. Like not allowing you to download or install the app for example. That doesn't seem to be the case, so let's see what else we could be causing this.

    I see that you created a test file recently, however, it doesn't look like any accounts were added to the file. Can you please add a couple of your investment accounts into the test file and see if they now show up under the new dataset on your mobile app? To be clear, when you sign in on the mobile app, you will need to select the new/test dataset. Don't worry, you can always back to the original dataset, this is just a test. 



    Quicken Alyssa
  • DrJ
    DrJ Member
    Sounds like a great idea, will try tomorrow and let you know.
  • DrJ
    DrJ Member
    Alyssa: You're a genius (at least compared to me). I uploaded one account into test and it not only showed up on mobile but also the phone.
  • Quicken Alyssa
    Quicken Alyssa Moderator mod
    edited November 1
    Hello again, @DrJ,

    I am very pleased that the steps provided worked for you! 

    The test file working means that there is something causing an issue in your original file. That being said, we now need to try and correct that issue. 

    In order to go back to your original file;
    1. Click on File in the top left of your Quicken.
    2. At the bottom of the menu, right above "Exit", there should be at least two files listed. Click on #2 and that will take you back to your original file.

    Once you are back in your original file;
    1. Go back up and click on File.
    2. From the menu options, please click on Validate & Repair File...
    3. A box will populate in the center of your screen. Check off the first box for Validate File and click Ok.
    4. Quicken will perform a validation of the file and produce a data log, you can close it.

    When these steps are completed you can then remove and read the investment accts from the sync. To do this;
    1. Click on Edit.
    2. Click on Preferences.
    3. Click on Mobile & Web.

    4. Click on _ of _ eligible accounts enabled.
    5. Uncheck all of the investment accounts and click Update Accounts.
    6. Now go back in and put a checkmark back on one of your investments and click Update Accounts.
    7. Repeat this for every investment account, adding them back to the sync one by one.
    8. Now open your mobile app and sign in

    Are your investments now showing? 

    Look forward to your next update!



    Quicken Alyssa
  • DrJ
    DrJ Member
    Alyssa: thank you so much for your help but no luck. Even after deleting all investment accounts they still showed up. I was nice to double my money but I don't think the check would clear! I just went ahead and opened a new file and it worked great. I'm up and running. Thanks