Download Error (-28)

After updating my version of Quicken for Mac I can no longer update any of my bank accounts except one, a brokerage account. This is what I get:

Connection Status: Quicken can connect to the internet.
Download Error (-28)
CP_SERVER_ERROR:internal.api:Customer migration to FDP
SUCCEDED

I have signed out and signed back in as well as reset cloud but nothing is working. I would really like to update my bank accounts so any help would be greatly appreciated.

Thank you.

Comments

  • JMB105
    JMB105 Member
    I do have this error message
  • Quicken Alyssa
    Quicken Alyssa Moderator mod
    Hello @JMB105 & @Allieblaster,

    Thank you for choosing to come to the Community with your questions and concerns!

    If you are still getting the -28 error, can I please have you open a new Quicken file? This will help us to better determine what the appropriate next step would be to take. 

    To do this;
    1. Go to File.
    2. Click on New.
    3. Select Start from scratch and click Next.
    4. Click Next again. 
    5. Add an account. 

    Is the error still present? Now we will need to go back to your original file and report a problem.

    To do this;
    1. Go to File.
    2. Click on Open Recent.
    3. Select the second file in the list. (you should now be in your original file.)
    4. Go to Help.
    5. Click Report a Problem... (make sure to leave the log files included)

    Let us know how this process goes!


    Quicken Alyssa
  • JMB105
    JMB105 Member
    Download Error (-28)
    When I do this: If you are still getting the -28 error, can I please have you open a new Quicken file? This will help us to better determine what the appropriate next step would be to take.

    To do this;
    1. Go to File.
    2. Click on New.
    3. Select Start from scratch and click Next.
    4. Click Next again.
    5. Add an account.
    I do not have the problem any more. but I have to start my budget from scrach and I do not want to redo my Budget. So I releaded my original File and My budget is OK but I can not download the Saving account without the Error message (-28). Only for saving all the other account like credit card etc are OK. So please tell me wath will be the next step. I did send you my report error via Quicken, Thanks
  • JMB105
    JMB105 Member
    Hello, I just noticed, that the account Number which works fine when I create a new file gives a 17 digits account Number and my old one only 16 digits. I believe this is part of my problem. Can you tell me how I can correct the situation? Thank you.
  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @JMB105,

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

    To start with, I suggest disconnecting the account(s) experiencing this error, removing the saved login credentials from the Keychain Access app, and then reconnecting the accounts. However, before doing so, I do recommend saving a backup of your data file first (just in case). Then, please check and make sure you do not have any hidden accounts that may be connected to this financial institution.
    1. Go to the Accounts menu and choose Hide and Show Accounts
    2. Uncheck any accounts with this specific financial institution that are checked as hidden in Lists
    After that, please follow the troubleshooting instructions below.
    1. Open the account register and navigate to the Settings gear on the bottom-right corner
    2. Click on the Downloads tab
    3. Click Disconnect Account (if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
    4. Quit Quicken
    5. Open Finder and navigate to Applications > Utilities > Keychain Access app
    6. On the left panel in the Keychain Access app, set the Keychains to Login and the Category to Passwords
    7. Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
    8. Quit the Keychain Access app and reopen Quicken
    9. Navigate to Accounts > New and choose the appropriate account type for the accounts that you previously deactivated 
    10. At the bottom of the window showing the list of the financial institutions, click on the "My bank is not listed" question mark icon, then click Update List
    11. Wait for the list to finish updating and the Updated: " section displays the current date.
    12. Click the Show List button to continue
    13. Use the search field at the top of the list to find and select your financial institution and click Continue
    14. Follow the prompts to sign in using your login credentials associated with the financial institution
    15. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken
    If reconnected successfully, this should also fix the account number issue you described in your last response.

    Let us know how it goes!
    -Quicken Anja
  • JMB105
    JMB105 Member
    I still have the same problem. On the other hand, if I subsequently do a manual download via my Bank and make a link to my savings account, I obtain two savings accounts and the new one contains the last values. The only problem now is that I have to keep both of his accounts to get him tracked. So I closed the second account and came back with the error (-28) for the savings account
  • Quicken Alyssa
    Quicken Alyssa Moderator mod
    Hello @JMB105,

    Thank you for applying the steps and updating us! I do have a few more questions/suggestions.

    If you add these accounts as new, do they come in correctly? If so, let's add them, then we can hide the old accounts. This way you still have the account history but also have functioning accounts.

    There is another option instead of hiding the accounts. After adding the new accounts, you can highlight all the transactions in the original accounts(only transactions that you don't already have in the new account), then drag and drop them into the new account. This can get messy if you don't know what to watch for. Transfers between accounts can cause issues. For this process, it's best to call Quicken Support or make sure you save a backup at the very least.



    Quicken Alyssa
  • JMB105
    JMB105 Member
    I chose option 1, I don't want to have any problem with copying transactions. I don't want to create another problem for myself. The Budget section updates well with both accounts. One hidden for history and the other active for updates. Thank you for your help, but it would be best not to have to fiddle with the accounts to stay on top of our budget. Good day.