First Horizon error OL-393-A

Donald Brooks

Hello all. Is anyone else receiving error codes from First Horizon? There was a message on their website on Friday, February 25th for a server upgrade. Since then I have been receiving error code OL-393-A. I have down everything that Quicken has suggested from my last post back on August 13, 2021. I have the most recent version of Quicken for Windows, R38.30
Thank you.

Quicken Paloma

Hello @“Donald Brooks”, 

Thank you for reaching out to the Quicken Community. We apologize you are having this issue. Could you please let us know if any of the accounts in question are hidden? 

For more information and troubleshooting steps in regards to error OL-393 please refer to the Help Article below.  

https://www.quicken.com/support/message-when-using-quicken-online-services-ol-393

Let us know how it goes! 

-Quicken Paloma

Donald Brooks

Thank you for replying. I have already reviewed this link from my August post and have done the steps. Unfortunately, it did not fix the problem. I was sending out a discussion to see if this is an issue that someone else is having, or if I'm the only one, before calling First Horizon and speaking with a tech.

MauriAnne

I am having the same issue.

Quicken Anja

Hello @Donald Brooks & @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 previously provided by @Quicken Paloma 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.

MauriAnne

@Donald Brooks and @Quicken Anja --- I logged on to the First Horizon website and found there was an updated Terms of Service I needed to accept. Once I did that on the web site, Quicken was able to connect successfully. That error message was very misleading, but I'm glad it's working now.

Quicken Anja

@MauriAnne Thanks for the update! I'm glad to hear you were able to find this solution that worked for you.

David Green

@MauriAnne I am having this problem.  I don't have an option to accept the terms of service.  Where do you see it when you log in?  There is a terms of service at the bottom of the page but there are no actions for me to take.

MauriAnne

@David Green the TOS was just a pop up on the First Horizon site. Once I accepted it, I can't get it back to give you any more details.

However, I decided to try again now to see if it still worked this afternoon. I got the error again. I tried to update just First Horizon and got the error again. I signed on to the First Horizon website (no TOS pop up this time) and then tried updating in Quicken and it worked. So, something isn't quite working right as it's rather inconsistent when it works and when it doesn't.

Donald Brooks

First Horizon downloaded my data for one day, and then I received the error code again.
Quicken Anja: none of the accounts are hidden.
I hope to have the time on Friday to call First Horizon and speak to them. I will update when I can.

Donald Brooks

Spoke with First Horizon and they have resolved my issue. I hope all will have the same results.

Quicken Anja

@Donald Brooks Thanks for the update! Glad to hear your issue has been resolved.