Continuing download issues with Fidelity (OL-220-A)

I had raised this issue earlier (https://community.quicken.com/discussion/7907142/fidelity-failing-due-to-ol-220-a#latest) and the temporary workaround of trying to deactivate, close quicken and reopen/reactivate, while this works, this is a weekly affair. And it doesn't always work in one attempt.

I have tried this 3 times today and submitted the online report (FWIW).

It almost certainly does look like an issue with Quicken, on reactivate, it connects to Fidelity, shows me my accounts, allows me to map them and then throws this error.

Can I please get someone from quicken support shed some light on this please? At this point, this has (in my view) become, from being a nuisance to untenable.

Thanks Raja

Best Answer

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    Answer ✓
    Hello @rgs nerur,

    Thank you for your response, I do understand your hesitation with disabling your anti-virus software. 

    If the instructions provided in the article fail to resolve this issue, then it will require an escalation to be filed on the financial institution's end as explained at the bottom of the article:
    • Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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 the financial institution may be necessary. 
    I am sorry that I could not be of more assistance. 
    Have a great day!
    -Quicken Jasmine

Answers

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    edited March 29
    Hello @rgs nerur,

    Thank you for contacting the Quicken Community, though I do apologize that you are experiencing this OL-220-A error and I understand that it can be frustrating. 

    What Connection Method are you using with regards to Fidelity? To see the Connection Method:
    • Choose the Tools menu in the upper left then select Account List. Click Edit next to your account, then choose the Online Services tab at the top.

    You can follow this link to a Support Article that discusses troubleshooting steps to take in regards to this specific error message. 

    I look forward to hearing your response. 
    -Quicken Jasmine
  • rgs nerur
    rgs nerur Member ✭✭
    Thank you Quicken Jasmine, all 5 accounts have direct connect (and I don't see a way of changing this). And yes, I have looked at the link you have pasted previously (a few times) and unfortunately it doesn't help. It randomly works. I called your support and the support person I spoke with (Romeo) was convinced that this has to do with anti-virus software and wanted me to disable it (a bit drastic), which I am not inclined to.
  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    Answer ✓
    Hello @rgs nerur,

    Thank you for your response, I do understand your hesitation with disabling your anti-virus software. 

    If the instructions provided in the article fail to resolve this issue, then it will require an escalation to be filed on the financial institution's end as explained at the bottom of the article:
    • Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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 the financial institution may be necessary. 
    I am sorry that I could not be of more assistance. 
    Have a great day!
    -Quicken Jasmine
  • NotACPA
    NotACPA SuperUser ✭✭✭✭
    @Quicken Jasmine  Fidelity, like many FIs, ONLY supports Direct Connect. I'm a Fidelity client also and as shown in my graphic, my download from them are working fine including this morning.  I suspect it's something other than a DC error:

    Q user since DOS version 5
    Now running Quicken Windows Subscription, Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • rgs nerur
    rgs nerur Member ✭✭
    > @Quicken Jasmine said:
    > Hello @rgs nerur,
    >
    > Thank you for your response, I do understand your hesitation with disabling your anti-virus software. 
    >
    > If the instructions provided in the article fail to resolve this issue, then it will require an escalation to be filed on the financial institution's end as explained at the bottom of the article:* Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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 the financial institution may be necessary. 
    >
    > I am sorry that I could not be of more assistance. 
    > Have a great day!

    This is really unfortunate as this has been covered in some of the recurring messages here, this is not likely an issue with the FI. Let me reiterate, once I clean up, quicken connects to Fidelity and *retrieves all of the account info and allows me to map it* and when quicken goes into the "now adding accounts to quicken" is where it appears to run into an issue. If there is an issue with the download, this should fail *every time*, not just randomly.
  • NotACPA
    NotACPA SuperUser ✭✭✭✭
    @rgs nerur  And the download from Fidelity NEVER fails for me.  I fact, I consider Fidelity to be the GOLD STANDARD of supporting Q both via downloads and on the phone.
    Q user since DOS version 5
    Now running Quicken Windows Subscription, Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • rgs nerur
    rgs nerur Member ✭✭
    > @NotACPA said:
    > @rgs nerur  And the download from Fidelity NEVER fails for me.  I fact, I consider Fidelity to be the GOLD STANDARD of supporting Q both via downloads and on the phone.

    Sorry, I accidentally clicked on the off topic. Then I suspect this maybe specific to my setup and I find it frustrating that there isn't a way of debugging this via the QW logs. I use Norton 360, both for the AV and VPN. Strange thing though is, with this setup it works on and off. Thank you NotACPA
  • TrayRacer
    TrayRacer Member ✭✭
    For the past several months I’ve had similar issues (OL-220-A) with Fidelity Investments and have had two open tickets with no success.

    We have tried validating and super-validating the file, and even using file copy to create a new version of the file. I get the same results each time, regardless.

    When I deactivate the online access to all 5 of my Fidelity accounts, and then reconnect, Fidelity data downloads perfectly. Subsequent downloads succeed until new data is available from Fidelity. The next attempt after that successful download will then fail with OL-220-A, specifically with:

    Parse error. Current object: INV401KBAL Missing Tag: TAG UNKNOWN

    All subsequent downloads will fail until I deactivate/reactivate. Note that the data goes back to 1985, but only about 3200 transactions total between the 5 accounts.

    I’ve contacted Fidelity and we’ve confirmed that creating an empty file and downloading transactions always works, even on subsequent downloads, and even when the downloads continue to fail in my main file.

    I’ve been a Quicken user since 1987, and a software developer even longer. There is CLEARLY a bug in the Quicken software where some aspect of my file is putting the download into an unexpected state causing the download parsing to fail.

    I commend most of your frontline tech support for doing their best to help, but they are understandably limited in how far they can go. When I asked to have this escalated to the software developers as a bug, one particular manger repeatedly insisted that I was wrong, and there was no way the issue was on the Quicken side.

    As a software developer and experienced debugger, I’m willing to offer my services to debug the download process with one of your developers to isolate the problem, or any other means I can to find a way to debug this.
  • rgs nerur
    rgs nerur Member ✭✭
    > @TrayRacer said:
    > For the past several months I’ve had similar issues (OL-220-A) with Fidelity Investments and have had two open tickets with no success.
    >
    > We have tried validating and super-validating the file, and even using file copy to create a new version of the file. I get the same results each time, regardless.
    >
    > When I deactivate the online access to all 5 of my Fidelity accounts, and then reconnect, Fidelity data downloads perfectly. Subsequent downloads succeed until new data is available from Fidelity. The next attempt after that successful download will then fail with OL-220-A, specifically with:
    >
    > Parse error. Current object: INV401KBAL Missing Tag: TAG UNKNOWN
    >
    > All subsequent downloads will fail until I deactivate/reactivate. Note that the data goes back to 1985, but only about 3200 transactions total between the 5 accounts.
    >
    > I’ve contacted Fidelity and we’ve confirmed that creating an empty file and downloading transactions always works, even on subsequent downloads, and even when the downloads continue to fail in my main file.
    >
    > I’ve been a Quicken user since 1987, and a software developer even longer. There is CLEARLY a bug in the Quicken software where some aspect of my file is putting the download into an unexpected state causing the download parsing to fail.
    >
    > I commend most of your frontline tech support for doing their best to help, but they are understandably limited in how far they can go. When I asked to have this escalated to the software developers as a bug, one particular manger repeatedly insisted that I was wrong, and there was no way the issue was on the Quicken side.
    >
    > As a software developer and experienced debugger, I’m willing to offer my services to debug the download process with one of your developers to isolate the problem, or any other means I can to find a way to debug this.

    @TrayRacer, this sounds awfully similar to what I am seeing as well (although I don't get the parse error). I too have been a software engineer for the past 30+ years and have been using Quicken since 1993. To me this looks to be an issue on the quicken end, the fact that I am able to connect to fidelity and pull down all of the (5 accounts in my case as well) accounts and map them in quicken tells me that there is not an issue with connecting and downloading the data. If this was an issue with Fidelity, I would expect this to fail virtually every time. This process of deactivating, close/reopen and redoing the setup to download appears to clear the issue (most of the times).
  • NotACPA
    NotACPA SuperUser ✭✭✭✭
    edited March 30
    @rgs nerur  Fidelity ONLY supports DIRECT CONNECT into Q, not Web Connect, which you're claiming.  So how are you able to "connect to fidelity and pull down all"?  Downloads initiated from the website are CSV files, and Q can't import transactions via CSV.
    Fidelity Investments    http://www.Fidelity.com    (800) 544-7931    http://personal.fidelity.com/misc/partners/quicken/disclaimer.shtml    ACTIVE    INVESTMENT,ACCOUNTINFO&DIRECT                   NOT_QBP    NA


    Q user since DOS version 5
    Now running Quicken Windows Subscription, Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • rgs nerur
    rgs nerur Member ✭✭
    > @NotACPA said:
    > @rgs nerur  Fidelity ONLY supports DIRECT CONNECT into Q, not Web Connect, which you're claiming.  So how are you able to "connect to fidelity and pull down all"?  Downloads initiated from the website are CSV files, and Q can't import transactions via CSV.Fidelity Investments    http://www.Fidelity.com    (800) 544-7931    http://personal.fidelity.com/misc/partners/quicken/disclaimer.shtml    ACTIVE    INVESTMENT,ACCOUNTINFO&DIRECT                   NOT_QBP    NA

    No, I was clear that I was connecting direct connect. Here is I had earlier in this thread

    "Thank you Quicken Jasmine, all 5 accounts have direct connect (and I don't see a way of changing this). "
  • rgs nerur
    rgs nerur Member ✭✭
    > @Quicken Jasmine said:
    > Hello @rgs nerur,
    >
    > Thank you for your response, I do understand your hesitation with disabling your anti-virus software. 
    >
    > If the instructions provided in the article fail to resolve this issue, then it will require an escalation to be filed on the financial institution's end as explained at the bottom of the article:* Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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 the financial institution may be necessary. 
    >
    > I am sorry that I could not be of more assistance. 
    > Have a great day!

    Quicken Jasmine, FWIW I worked with Fidelity support and tried in the following order
    1. disabled Norton AV
    2. disabled Norton VPN
    3. attempted the download into QW - status *failed*

    4. re-enabled Norton AV but left VPN down
    5. created a brand new QW file and attempted to download - *Success*

    I saw someone post something similar earlier on a related thread. This then does NOT appear to be an issue with Fidelity.

    Can you escalate this within Quicken please? My inability to download a critical account (for me) into quicken is quite untenable.

    Thanks

    Raja
  • Rocket J Squirrel
    Rocket J Squirrel SuperUser ✭✭✭✭✭
    TrayRacer said:
    Parse error. Current object: INV401KBAL Missing Tag: TAG UNKNOWN
    Do you have a 401(k) account at Fidelity? That would have to download from Fidelity NetBenefits, not Fidelity Investments. Or does Quicken perhaps think one of your accounts is a 401(k) but it isn't really?
    Quicken user since version 2 for DOS, now using QWin Premier Subscription on Win10 Pro.
  • TrayRacer
    TrayRacer Member ✭✭
    > @Rocket J Squirrel said:
    > Do you have a 401(k) account at Fidelity? That would have to download from Fidelity NetBenefits, not Fidelity Investments. Or does Quicken perhaps think one of your accounts is a 401(k) but it isn't really?

    No, that's not it. I have 5 Fidelity accounts that all connect to Fidelity Investments through Direct Connect. After disabling all 5 connections and reactivating, it will work just fine and will then break the next time Fidelity data is available. This will only fail in my main QDF file -- it will continue to work in a empty file that ONLY has the 5 5 Fidelity accounts.

    Thanks for the thought, but it's definitely a bug on the Quicken side - probably related to a larger QDF.
  • TrayRacer
    TrayRacer Member ✭✭
    > @rgs nerur said:
    > > @Quicken Jasmine said:
    >
    > I saw someone post something similar earlier on a related thread. This then does NOT appear to be an issue with Fidelity.
    >
    > Can you escalate this within Quicken please? My inability to download a critical account (for me) into quicken is quite untenable.
    >

    I concur. The thread Raja refers to is https://community.quicken.com/discussion/7911132/recurring-problem-with-fidelity-downloads-in-large-file. As the Fidelity download work consistently in an empty file with only my 5 Fidelity accounts, and only fails in my main QDF with lots of data, both Fidelity and I believe this to be a Quicken bug -- possibly overflowing a buffer or getting into a state where it's not expecting the correct token that Fidelity is submitting.

    There's also the odd chance that the data being download is 99% correct, but has an edge case that only fails with certain files (like Raja's & mine).

    As this has been going on for several moths, I too would appreciate this being escalated to the software devs. I currently have the file in a failing state and would be happy to use VS to help debug the connection with one of your devs.

    Pete
  • Savely
    Savely Member
    I have the same problem for over a year. Has this issue been escalated yet?
  • rgs nerur
    rgs nerur Member ✭✭
    > @Savely said:
    > I have the same problem for over a year. Has this issue been escalated yet?

    I am assuming your question was meant for the good support [email protected] but sadly, doesn't look like it. This continues to be a hit or miss. Right now, it takes several attempts before it works. While support team tried to help, I think they are limited to what their knowledge base has and if it still doesn't work they will likely say that this is either an issue with Fidelity (which a bunch of us strongly believe is NOT the case and we prove this working with Fidelity support) or an issue with the AV (and this isn't true either since I have disabled this and it still didn't work).

    In fact QW support have not even acknowledged having escalated this, so from my perspective this is in limbo.

    FWIW
  • rgs nerur
    rgs nerur Member ✭✭
    Quicken Support, an acknowledgement on the escalation request would be nice. This seems to be getting progressively worse. Your suggested "workaround" (as tiring as it is) increasingly doesn't work for several attempts (spanning days). I thought one of the advantages of this subscription model was to get support and this issue has been ongoing for months now.

    Can you come back please on where we stand? Thanks