Why am I getting "Something isn't right"?

RamonaSteve

After logging into the Quicken Web App -- https://app.quicken.com/ -- I get a screen saying "Something isn't right..." when the register should be. My account list is showing properly but I do nothing, including logging out. This is occurring on 2 different computers. I've tried the feedback feature but have heard nothing from Quicken.

The Quicken Windows desktop app works fine as does the Quicken app on my Android.

Anyone have any idea why I am getting this and what I can do to fix it?

Thanks.

Quicken Jasmine

Hello @RamonaSteve and All,

Thank you for continuing to update this thread as you receive updates, I do truly apologize for my delay in response and for the inconvenience and frustration that you have been experiencing. 

I have looked into this situation further within our internal systems and I am seeing that this situation and issue have been escalated and are continuously being worked on and seeking a resolution. Unfortunately, there is not an ETA available at this time, however, I will note that I did see that they will continue to update @RamonaSteve via email on the progress and when a resolution has been reached based on your ticket number: 9566357. 

However, you all may reference this CTP ticket number in regard to this specific issue: CTP-3880.

Again, I do immensely apologize.

I hope this provides some insight and eases your mind a bit. 

Quicken Jasmine

Hello All, 

Thank you for joining this thread to share that you are also experiencing this issue. 

We do now have an Active Alert regarding users receiving "Something isn't right..." when accessing their Quicken on the Web. You may follow this link to access that alert where you may bookmark the alert in order to remain up to date on any new information, ETAs, or resolutions that may occur. 

I do apologize for any inconvenience that this may cause!

Quicken Jasmine

Hello @RamonaSteve,

Thank you for contacting the Quicken Community, though I do apologize that you are experiencing this error with your Quicken on the Web. 

If you haven't already, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.

1. Sign out of your Quicken Mobile/Web app(s)
2. On your desktop program go to Edit
3. Preferences...
4. Mobile & Web
5. Make sure sync shows it's ON and click on Reset your cloud data 
   
6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
   
7. Wait for the sync reset to finish
8. Navigate to the Mobile & Web dropdown menu 
9. Select Cloud Sync to resync your data and to make sure no errors occur
10. Wait for it to finish syncing 
11. Sign back in on your Quicken Mobile/Web app(s)

Once that is done, see if the issue still persists.

Let me know how it goes!

RamonaSteve

Thanks for the suggestion, Jasmine. I have followed the steps. Everything seemed to go OK and no errors were reported. After logging back into the Mobile (Android) app, everything seems to be OK. However, when I log into the Web App, I still get the Something Isn't Right... screen.

I did notice that there are 2 Cloud accounts associated with this Quicken ID, one of which is marked as the current file. I deleted the older file and went thru the reset process again just to make sure this was not causing an issue. Again, everything seemed to work well but the results were unchanged.

I am getting this same behavior on two different PCs and well as in both Chrome and Edge.

Any other suggestions?

Quicken Jasmine

Hello @RamonaSteve,

Thank you for attempting the cloud reset troubleshooting steps, though I do apologize that did not assist us in reaching a resolution. 

Since, unfortunately, the previous steps have failed so far, next, I suggest you try manually resetting your cloud data by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

First, please proceed to save a backup (just in case). From there, create a new data file (click here to view instructions, and review the section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.

1. Go to Edit
2. Preferences
3. Quicken ID & Cloud Accounts
4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
5. Select the Cloud Account Name used for your main data file and click Delete
6. Type Yes and click Delete
   

After that, switch back to your main data file (click here to view instructions, scroll down and review the section titled: "How to alternate between multiple files"). 

Once your main file opens, resync your data by navigating to the Mobile & Web tab and clicking on the blue Get Started button, and then the blue Sync Now button and see whether or not the errors you were receiving persist. You can then also delete the new file you previously created as well as its cloud account.

Please let me know how this goes!

RamonaSteve

Jasmine, still no joy. Here is where we are at:

1. I created a new file, synced, and checked that the web app was OK.
2. Renamed my main Quicken file as it had a pretty long name.
3. Validated the renamed Quicken file.
4. Went thru the reset/synch process and I still get the error on the Web App.

Everything else seems to be OK.

Next steps?

Thanks again.

Malcolmwj

I am having the exact same issue (Accounts list shows on the left; "Something isn't right" on the main panel). My primary desktop with the Quicken app is an iMac and I am trying to access via Quicken on the Web on my MacBook Air (both machines running MacOS 12.4 Monterey). No luck with the above procedures.

Quicken Jasmine

Hello @RamonaSteve and @Malcolmwj, 

Due to the previous steps not assisting us in reaching a resolution, we recommend that you contact Quicken Support directly for further assistance. 

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00am PT to 5:00pm PT, Monday through Friday.

Thank you. 

RamonaSteve

Thank you, Jasmine. I will reach out to Support.

RamonaSteve

@Malcolmwj if I get a solution I will let you know.

Quicken Jasmine

Hello @RamonaSteve,

You are very welcome. 

Please do not hesitate to reach out with any further questions or concerns!

RamonaSteve

Jasmine and @Malcolmwj

I just spent about 90 minutes on line with Support basically repeating what we have done in the past. No joy. I asked for the issue to be escalated to the next support level but the agent was not able to contact anyone. I do have a ticket number and will follow up.

Quicken Jasmine

Hello @RamonaSteve,

Thank you for coming back to this thread to update us. 

I have reviewed the interaction and saw that the agent advised you to contact support back at a later time in order to work with our Tier 2 representatives. Have you reached back out to Quicken Support yet? 

Looking forward to hearing your response.

BK65

I'm getting Quicken error "something isn't right" on the Web App also. It worked for several weeks after the fix to the Web App that took several months to fix. The Mobile App seems to work but I am unable to update updated passwords.

The Quicken Web App error fix when repaired worked for several weeks.
Quicken Anja just added a comment in Alerts, Online Banking & Known Product Issues: RESOLVED 5/12/22 Windows Investment Transactions/Balances Not Syncing to Mobile/Web

BK65

HELP!

RamonaSteve

Jasmine, I continue to be frustrated by Quicken Support. When I went into the chat this morning to get an update on the ticket, I was told -- emphatical -- that I had spoken to Tier 2 support which I had not. All the agent I was chatting with wanted to do was repeat the steps we had done twice before. She refused to transfer the chat to a supervisor or to Tier 2 support. I called the support phone number and, after some convincing, was transferred to a supervisor who, guess what, wanted to go thru the same troubleshooting steps again. I am not schedule for a call tomorrow at 11:30 Pacific with Tier 2.

Other than you, Jasmine, I have yet to speak to anyone at Quicken that seems to be interested in solving my problem.

Thank you for continuing to reach out and follow up.

RamonaSteve

@BK65 @Malcolmwj

A quick summary of where I am at. From my perspective, the problem seems to be related to my data file as if I create a new one, everything is OK. With my working file, if I turn off sync for all accounts, I still get the error. I am hopeful that after the call with Tier 2 tomorrow I will have more information to share. Other than Jasmine in this thread, Quicken support has been pretty useless.

el_possum

@RamonaSteve @Quicken Jasmine

I am having the same issue/error message. Get the correct numbers displaying on the sidebar on the left but no details on main page. Can't see transactions. Same error on Chrome and Firefox. Desktop and iOS apps work fine.

RamonaSteve

@el_possum I have a call with Tier 2 support tomorrow. I will update this thread after that call.

RamonaSteve

Jasmine, I missed a call from Tier 2 by a few seconds and get of voicemail that I need to reschedule. Is there anything you can do to get me the help I need?

RamonaSteve

After reaching out to Eric Dunn, CEO, I am in touch with a senior support engineer. It turns out that this is a known issue. I have submitted log files which, hopefully, will allow them to better diagnose the issue.

Jasmine, you might want to update the knowledge base regarding this issue.

MSStateDawg

Why would you reach out directly to the CEO of the company? Had you exhausted the usual support channels?

jmahovsky

I am having the same problem! Tech support referred me to this post to resolve my problem. It does not appear that this post has a resolution! I will continue to monitor to see if this can be fixed.

RamonaSteve

@Cris Williams After 2-1/2 hours over 3 days of chats, phone calls, repeated requests for the same information, repeated requests to repeat the same steps, working with agents that do not bother to read prior case notes, inability to get reasonable schedules with Tier 2 support, 2 discussions with supervisors, the second of which hung up on me, I figured that Quicken had no desire to solve my problem. Why would I continue to work with them. And why did they not about this "known issue". I find it sad and disappointing that I had to reach out to an executive to get basic product support.

So, I answer your question with a question. Why would I not reach out the the CEO?

MSStateDawg

RamonaSteve said:

@Cris Williams After 2-1/2 hours over 3 days of chats, phone calls, repeated requests for the same information, repeated requests to repeat the same steps, working with agents that do not bother to read prior case notes, inability to get reasonable schedules with Tier 2 support, 2 discussions with supervisors, the second of which hung up on me, I figured that Quicken had no desire to solve my problem. Why would I continue to work with them. And why did they not about this "known issue". I find it sad and disappointing that I had to reach out to an executive to get basic product support.

So, I answer your question with a question. Why would I not reach out the the CEO?

Very sorry to hear that. There's another word that describes your answer. It's called "yes". 

BK65

> @RamonaSteve said:
> @Cris Williams After 2-1/2 hours over 3 days of chats, phone calls, repeated requests for the same information, repeated requests to repeat the same steps, working with agents that do not bother to read prior case notes, inability to get reasonable schedules with Tier 2 support, 2 discussions with supervisors, the second of which hung up on me, I figured that Quicken had no desire to solve my problem. Why would I continue to work with them. And why did they not about this "known issue". I find it sad and disappointing that I had to reach out to an executive to get basic product support.
>
> So, I answer your question with a question. Why would I not reach out the the CEO?

Me too, keep us updated on the solution.

RamonaSteve

@BK65 will do. I have heard nothing else since my last update. When I do, I will post.

[Removed - Rant]

BK65

> @RamonaSteve said:
> @BK65 will do. I have heard nothing else since my last update. When I do, I will post.
>
> [Removed - Rant]

[Removed-Speculation].

Several months ago I had a discussion about investment transactions through an escalation of a problem I experienced. [Removed-Speculation].

BK65

[Removed - Off Topic]

raypatino

@RamonaSteve, any updates? Same problem here, even after deleting old cloud files, including a testfile created with Tech support. I've also reset the cloud data under Preferences/Mobile & Web.

RamonaSteve

No updates. Quicken is living down to my expectations. I am looking at migrating off of Quicken due to poor quality of their support.

Quicken Jasmine

Hello @RamonaSteve and All,

Thank you for continuing to update this thread as you receive updates, I do truly apologize for my delay in response and for the inconvenience and frustration that you have been experiencing. 

I have looked into this situation further within our internal systems and I am seeing that this situation and issue have been escalated and are continuously being worked on and seeking a resolution. Unfortunately, there is not an ETA available at this time, however, I will note that I did see that they will continue to update @RamonaSteve via email on the progress and when a resolution has been reached based on your ticket number: 9566357. 

However, you all may reference this CTP ticket number in regard to this specific issue: CTP-3880.

Again, I do immensely apologize.

I hope this provides some insight and eases your mind a bit.