R39.17/R39.21 Paycheck Corruption [Edited]

kingmm01

I updated to Release 39.17 and it introduced errors into my datafile. Where I had reminders with split details (eg my paycheck), it changed everything back to the breakdown in the reminder all the way back to 2018. Quicken tells me it's a known issue and wait for a patch. I'm interested in rolling back a version and then restoring a backup file. Anyone else have this problem and can suggest a solution?

Quicken Anja

Hello All,

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

I have forwarded this thread and the information you posted regarding this problem to the proper channels, and it is being investigated further. In the meantime, if you are experiencing this issue, we ask that you please submit a problem report by navigating to Help > Report a problem. While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience in the meantime! Thank you.

Quicken Anja

Hello All,

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

Our teams are aware and have opened an investigation into this issue, though we do not have an ETA on a resolution at this time. In the meantime, you can revert back to version R38.30 by downloading and installing it through this link here.

Thank you!

Quicken Anja

Hello All,

We have just received an update that a patch is scheduled to be released tomorrow, which should address this issue.

The next patch will 'fix' this issue by preventing it from happening again. However, it will not retroactively fix current data that may be corrupted. You will need to install the new patch and restore a backup to fix currently corrupted paycheck entries, unfortunately.

If you do not wish to wait for the next patch to be released, then we advise reverting back to R38.30 and restoring a backup. You can download and install R38.30 through this link here.

Thank you!

Sherlock

To revert to an earlier release, I suggest you perform a clean uninstall, install while disconnected from the internet, update by applying the appropriate Mondo Patch, and restore a data file saved prior to updating from the earlier patch release.  If you haven’t already, you may want to review: https://www.quicken.com/support/using-qcleanui-uninstall-quicken. To update Quicken, I recommend you download and apply the appropriate Mondo Patch: https://www.quicken.com/support/patching-updates-windows, https://www.quicken.com/support/reinstalling-and-patching-your-quicken-subscription-version-after-your-membership-has, or http://www.quicknperlwiz.com/quickenpatches.html

To prevent Quicken from applying an update without your approval, I suggest you set Windows UAC settings appropriately (choose default or always notify).

Amo1

I just updated to R39.17 today. Upon updating, my historical paycheck information is not correct. What is odd is that the register still shows the correct total amount deposited into my bank account, but when I click "open the split transaction window" (the green checkmark within the register transaction) that amount no longer ties to the register. Again, very odd that the register shows a different amount than the split transaction window. This issue is not only limited to recent paychecks, as when I click on "open the split transaction window" for any of my historical paychecks, they all show the exact same information and $ breakouts, which also do not tie to the register. In addition, my reporting is now not correct either, as it seems to tie to the split transaction data.

Another important piece of information: I did notice that the itemized breakouts exactly tie to the paycheck reminder that I had set up, appearing that Quicken overwrote all of the split transactions with that reminder data. I tried deleting that reminder, but that did not solve the problem. The issue also only appears to have happened for the paychecks that are related to my current employer (which again makes me assume that this has something to do with the paycheck reminder), but since I have been with this employer since 2018, MUCH of my income data is now not correct. My paycheck amounts vary greatly from month to month, so the differences between the register and the split transaction data is quite large.

I make religious file backups, and I opened some random backups from 2018-2021, and the same issue is happening for all of them, which tells me that this is definitely an issue related to the current release R39.17. In addition, I am positive my data was correct two days ago (prior to the update to R39.17), as I ran a report for 2021 and all of the Quicken report data matched my paycheck data.

Has anyone experienced the same problem? I just spent over two and a half hours on the phone with Quicken support and received different feedback from different people, including two supervisors. One of them mentioned that this may have something to do with an issue with taxable categories. I should also mention that they had me go through the process of "validating" the file, and this did not solve the problem. In order to rebuild all of this data manually would take days/weeks, so I am very concerned. Any help or insight would be greatly appreciated.

Umesh Patel

I have a similar issue, how to go to previous version?

pyieh

same thing is happening to me. all my paycheck entries new and old with split transactions are corrupted. there are duplicate split entries within the transaction and the numbers don't add up. One additional issue I have is when I close the split transaction window without saving/enter by canceling, Quicken crashes. this is happening with my most recent Quicken file, as well as restored files for backup files from different times.

And I literally just renewed my membership yesterday. The app was just getting more stable....sigh...

Amo1

Sherlock- when I spoke with Quicken customer service yesterday they told me that there was no way to revert back to the previous version. I was on the phone for over 2 1/2 hours with them, including 2 supervisors, and while all of them said different things about the issue I was calling about, they all said that I could not go back to the previous version of quicken. Your post above makes it seem pretty easy to do so. Curious why Quicken customer support would not have known how to do this? I am quite positive that the issue is a software issue and not an issue on my end, as data backups that I know were correct are now not correct. Seems ridiculous that Quicken would not just help me revert back to the previous version if that would solve my problem. Any insight would be appreciated.

Chris_QPW

@Amo1 When you deal with customer service you have to keep in mind that they can only recommend what is dictated by Quicken Inc policy.

Sherlock

Amo1 said:

Sherlock- when I spoke with Quicken customer service yesterday they told me that there was no way to revert back to the previous version. I was on the phone for over 2 1/2 hours with them, including 2 supervisors, and while all of them said different things about the issue I was calling about, they all said that I could not go back to the previous version of quicken. Your post above makes it seem pretty easy to do so. Curious why Quicken customer support would not have known how to do this? I am quite positive that the issue is a software issue and not an issue on my end, as data backups that I know were correct are now not correct. Seems ridiculous that Quicken would not just help me revert back to the previous version if that would solve my problem. Any insight would be appreciated.

I cannot explain why customer service would say there is no way to revert.  Perhaps they know their instructions, as written, do not work reliably:  https://www.quicken.com/support/reinstalling-and-patching-your-quicken-subscription-version-after-your-membership-has

Chris_QPW

Sherlock said:

Amo1 said:

Sherlock- when I spoke with Quicken customer service yesterday they told me that there was no way to revert back to the previous version. I was on the phone for over 2 1/2 hours with them, including 2 supervisors, and while all of them said different things about the issue I was calling about, they all said that I could not go back to the previous version of quicken. Your post above makes it seem pretty easy to do so. Curious why Quicken customer support would not have known how to do this? I am quite positive that the issue is a software issue and not an issue on my end, as data backups that I know were correct are now not correct. Seems ridiculous that Quicken would not just help me revert back to the previous version if that would solve my problem. Any insight would be appreciated.

I cannot explain why customer service would say there is no way to revert.  Perhaps they know their instructions, as written, do not work reliably:  https://www.quicken.com/support/reinstalling-and-patching-your-quicken-subscription-version-after-your-membership-has

I love how Quicken Inc provides things like this, and then doesn't keep them up to date.

Also, see my post here, which talks about one of the biggest problems with that article:
https://community.quicken.com/discussion/7909650/im-curious-to-see-if-people-keep-old-copies-of-the-quicken-install-program

kingmm01

Chris_QPW ….Bazinga…that solution worked and my last backup was only two days old.

pyieh

I uninstalled Quicken via Control Panel and reinstalled it using the installer I used originally to install the app a year ago. The installer updated me to R38.30 only. And the app also said it was the latest version when checked. I then restored a backup file from before the upgrade to R39.17 and the all the salary entries with split transactions came back. But then the sync to Quicken Mobile broke (HTTP-504 server side error). I had to disconnect several accounts from online update just to get them to connect Quicken mobile sync. And now I am about to reset the cloud data to see if the error goes away.

Quicken Mobile has always been difficult to get working for me.

kingmm01

I gave up on Quicken Mobile…too fragile.

Umesh Patel

Agreed Quicken mobile is useless!

I downgrade my version from downloading it here

https://assistant.quicken.com/patch/QW27.1.38.30MPatch.EXE

then restore from the previous version.

Matthew Smith

I had the same problem with R39.17. I found a Mondo patch for R38.29 in PRODUCT RELEASES AND ANNOUNCEMENTS: WINDOWS to revert to the previous version under Release Notes: https://qwin-whitelisting.s3-us-west-2.amazonaws.com/QW2018/US/Patches/mondo_27.1.38.26_27.1.38.29.EXE

AlexS328

I also had the same issue. I do year end splits once I file taxes so my current file only goes back to 1/1/2021. It took me 3 hours to delete and re-enter all the paycheck data. I wish I had found this post yesterday.

kingmm01

Seems Quicken’s upgrades these days are more beta versions than debugged releases. This isn’t the first upgrade I regretted. Glad you did work it out. Honestly…I’m going to explore Personal Capital which seems to be the preferred Quicken alternatives.

adamberger

I am having the same issue as Amo1 reported on 3/4. I can add more detail:

If you run Validate on the file it will seriously damage it. I literally had over 3000 lines of reported "repairs" where every one of my paychecks for this employer then had any transfer categories removed while the amounts remained. There were similar "repairs" done in my transfer accounts too.

I then restored from backup (got the file out of the validate directory, which is automatically backed up there before the validate runs), and took a closer look at my transactions. If I find the corresponding transaction in my transfer account and tell it to "Go to transfer" it will do so, if and only if the paycheck amount on the register matches the paycheck detail in the splits. For paychecks where the split total doesn't match the value in the register, I get a "The transfer transaction is to an account that no longer exists in Quicken".

I then looked at backups from 1 month ago, 2 months ago and 1 year ago. Same problems now showing there. Here's the clincher: If I run a validate on those files now, I will get the same list of thousands of "repaired" records that will then be permanently damaged. Now, I run validate any time something wonky happens. I therefore no for a fact that I have done so several times in the last year, and yet this release is the first time I have seen this behavior. The only conclusion has to be that the data is actually good, but Quicken now has a bug that is causing it to interpret the data incorrectly. Fellow users: Do not run validate on your data unless you are prepared to restore a backup. QUICKEN: How about fixing this serious bug?

adamberger

*no = know

Unknown

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pyieh

Quick update - Mobile data looks to be back after reset. I did have to reconnect several accounts (Chase in particular) but that was because Chase's change to Direct Connect for update. Will see what happens next when I enter a new scheduled salary entry with split transactions in a week. Right now in the Bill and Income reminders window, amount for the scheduled transaction does not match the transactions total - over 20x what it supposed to be.

Another weekend wasted troubleshooting Quicken...

Bryan Douros

I have several issues with this release.

1) Online payees doesn't seem to know what the lead time is anymore. They are all marked "Unavailable*.
2) Register "Tasks to be performed" show its flag, says I have 1 item to review, but there is none. I can't clear it.

It amazing this release could introduce so many problems. :(

Amo1

I agree @adamberger that this is definitely a software issue caused by R39.17. I also agree with you @richard gevis that it makes me question if I should still be using Quicken. I have been a loyal customer since 2001, and issues like this just started to happen in the last couple years. I wasted my entire day Friday, either on the phone with customer service for 2 1/2 hours or trying to diagnose the problem myself. The 3 people I spoke with in customer service were very hard to understand, did not understand me, and assured me that the problem was on my end and NOT caused by the software update. To make matters worse, I have learned more from reading these posts than the customer service reps could tell me on the phone in 2 1/2 hours. Quicken needs to fix these recurring release update issues, as well as their customer service, or they are going to lose customers. I am sure that they save $ by having people read from a script in Guatemala, but it does not allow for a positive customer experience. Not sure about the rest of you, but I pay 3x more for Quicken now than I did when it was owned by Intuit, so it is even more frustrating.

What I also find odd is that no one from Quicken has responded to this discussion, nor is it listed in the "Alerts, online banking and known product issues" section of the Quicken Community. This seems like an issue that many people are having with the new release and Quicken is going to have many upset people if they download R39.17. It would also be nice if Quicken would provide guidance on how to work around this issue (as you kind people have here), as well as when it will be corrected. I rely on Quicken for business and personal use, so when something like this happens, it is VERY concerning for me. @Quicken Anja I am including you here, as you seem to be the one that updates the aforementioned section. Thank you.

retird

Yet another new update floated out that causes issues...  is this the new normal ? Won't be updating to this one either (yet... )

Quicken Anja

Hello All,

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

I have forwarded this thread and the information you posted regarding this problem to the proper channels, and it is being investigated further. In the meantime, if you are experiencing this issue, we ask that you please submit a problem report by navigating to Help > Report a problem. While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience in the meantime! Thank you.

adamberger

There was an error rendering this rich post.> @Quicken Anja said:
> Hello All,
>
> Thank you for taking the time to visit the Community and reporting this issue, though I apologize that you are experiencing this.
>
> I have forwarded this thread and the information you posted regarding this problem to the proper channels, and it is being investigated further. In the meantime, if you are experiencing this issue, we ask that you please submit a problem report by navigating to Help > Report a problem. While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.
>
> We apologize for any inconvenience in the meantime! Thank you.

Thanks for responding, Anja. I wasn't even aware of the Report a problem option. I have now done so, though this fits into none of the categories listed, and the description area is too limited, forcing me to attach a text file with the full problem description.

This is a serious concern, not only because it renders years of data useless during tax season where accurate reporting is critical, but the natural step of doing a validate can lead to permanent data loss, especially for users who don't know how to restore backed up data. That means that the longer Quicken waits to address this problem, the greater the number of people with disastrous results which you will have to contend with.

geoffj

I too had all my salary splits get corrupted right when I needed them for tax preparation. Luckily have a backup before R39.17
If you validate on the new R39.17 corrupted file it shows 1000's of broken pay check links. Backup opens fine in R38.30, instantly corrupts if opened in R39.17

ptjones1008

After release of version R39.21 all prior paycheck entries are corrupted. Amounts are reported as uncategorized. Attempts to edit the paycheck entries cause Quicken to quit. Tried to work from automatic backup and same error occurred.

Mohammed Ajouz

I just realized I have a similar problem. When I open an old paycheck the data and the categories inside are all messed and the total does not even match to what is in the register. Quicken asks me if I want to save it, obviously I click no. So in the register, the amount looks normal. When you open it it is all corrupted. Anyone else facing this problem?

jrieck1

Same issue here, after looking at split categories in paycheck (all wrong and nonsensical), clicking Cancel causes Quicken to crash.

retird

Just got notifiation to update Quicken to R39.21. [Removed-Disruptive]

Mohammed Ajouz

I am on 39.17 and experiencing the problem so it was introduced prior to 39.21