Why is Quicken trying to add a new Chase account during OSU?

Levoy H

All of my Chase accounts are accounted for and downloading correctly, but every time I do a OSU I get the "add account" window for Chase.  I cancel and continue and the update finishes correctly.  This started a couple of weeks or so ago.  

Quicken Jasmine

Hello @Levoy H,

Thank you for contacting the Quicken Community, I am sorry to hear that you are experiencing this error. 

Do you have any closed or hidden accounts with Chase in your Quicken file?

First, I suggest creating a test file, adding the Chase account(s), then performing an OSU to see if the same error occurs. Below are instructions on how to create a test file:

1. Choose File menu > New Quicken File.

1. Select New Quicken File.

1. Click OK.
2. In the File name field, enter the name of the new file, then click Save. Use a name like "Test File" to tell it apart from your main file. 

Don't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right-angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you.

1. Sign in with your Quicken ID. If you are prompted to create a Quicken ID but already have one, click Sign In under the Create Account prompt. 

1. Select to not use Mobile.
2. Click Add Account to start adding accounts to the new file.

After adding accounts, see if you are experiencing the same problems in this test file. 

Please let me know how this goes, I look forward to hearing your response. 

Levoy H

So I went ahead and did the login when the window popped up.  Q is trying to connect to an account that I closed probably 4-5 years ago.  (It was hidden from view.)  I selected "Don't add to Quicken" and hit Next. OSU completed.  I quit Q and restarted, then did a OSU.  The window popped up again so I logged in again.  The change I made the last time didn't stick - it still wanted to connect to the closed account.  I went through this sequence a couple more times with the same result - the "Don't add" selection didn't stick.  Note that this is a recent issue.  That account has been closed for literally years without issue.

Sorry, I didn't try your suggestion but will if you think it might help.

Quicken Jasmine

Hello @Levoy H,

Thank you for your response. 

I do suggest attempting the test file as it helps us to better investigate the root cause of the issue in order to provide the proper troubleshooting guidance. 

Please let me know once you have completed this so we may continue troubleshooting and working towards a resolution. 

Thank you!