AIG not downloading updates

Alan Bernstein

I have been getting an OL-301-A error message for the past five days when I try to pull my AIG-Valic updates. No passwords have been changed and I have no problem logging into AIG directly....

Quicken Anja

Hello All,

Thank you for taking the time to visit the Community to report this issue and for trying the steps previously provided, though we apologize that you are experiencing this.

After receiving more reports, we have forwarded this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem and submit a problem report with log files attached in order to contribute to the investigation. 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 we apologize that you are experiencing this.

This is now considered a known issue that has been escalated internally, though we do not have an ETA at this time. While the investigation remains ongoing, please refer to this Community Alert for any and all available updates.

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

Quicken Anja

Hello @Alan Bernstein,

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

To start with, if you haven't already, I suggest you try to refresh financial institution branding and profile by following the instructions provided below.

1. In Quicken, select the Tools menu, then choose Online Center.
2. Click the Financial Institution dropdown arrow and select the financial institution.
3. Press CTRL+Shift while selecting Contact Info.
4. Select one of the accounts associated with the bank from the dropdown list
5. Select Financial Institution Branding and Profile from the list and click Refresh.
6. Click OK and go online by clicking the Update/Send button.
7. Attempt your online session again.

I hope this helps!

Tjbventures

I'm having the same problem. The solution suggested does not work.

Quicken Anja

Hello @Tjbventures,

Thank you for taking the time to visit the Community and adding to this discussion, though I apologize that the issue persists after attempting the steps previously provided.

Could you please navigate to Help > Report a problem and submit your log files so we can further investigate, please? 

Check back and let us know once that's done! Thank you.

Tjbventures

Quicken Anja, I have submitted the log files per your request.

Quicken Anja

Thank you for submitting those.

Upon reviewing the logs, we found that the financial institution is returning the following error to Quicken:

<STATUS><CODE>2000<SEVERITY>ERROR<MESSAGE>General Error

Because we don't have access to their servers, we, unfortunately, are unable to resolve this issue for you. From here, we advise that you please contact the financial institution directly and give them the above snip that we found in your OFX Log so that they can assist you with resolving this error. This may require that 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. 

I have also forwarded this information internally to the proper channels so we can monitor this on our end in case this becomes a more widespread issue.

We apologize for any inconvenience! Thank you.

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Alan Bernstein

Still no solution....

dmblackburn

Same issue for the past five days

Quicken Anja

Hello All,

Thank you for taking the time to visit the Community to report this issue and for trying the steps previously provided, though we apologize that you are experiencing this.

After receiving more reports, we have forwarded this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem and submit a problem report with log files attached in order to contribute to the investigation. 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.

KPinch

Been calling AIG since the 22nd with no luck or call back.

Alan Bernstein

It's now May 5th and still no solution and no word from AIG. Can Quicken get in touch with AIG and help us move this problem along to a satisfactory conclusion?

Quicken Anja

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

This is now considered a known issue that has been escalated internally, though we do not have an ETA at this time. While the investigation remains ongoing, please refer to this Community Alert for any and all available updates.

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

David@Houston

May 19: Today, for the first time in weeks, I was able to update AIG/Valic!

Lanka

It worked for me today also. First time in over three weeks.