Sync incomplete

bbalius

In the mobile app, my investment accounts are understated compared to the desktop. I have noticed that the investments beginning with A, B, and C are missing from several accounts thus the number and amount of securities held are understated. How can I fix this?

Quicken Anja

Hello @bbalius,

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

If you haven't already, I suggest resetting your cloud data from your Quicken desktop program and seeing 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 app
2. On your desktop program, navigate 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
10. Sign back in on your Quicken Mobile app(s)

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

I hope this helps!

bbalius

I performed all of the following steps again and the problem persists.

Quicken Anja

Thank you for following up, though I'm sorry to hear that this issue continues to persist.

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, unless you have a recent one saved already). 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. Then log back into the Mobile app.

Let us know how it goes!

bbalius

I performed the second round of corrective actions and the issue persists. All of my accounts are visible, but some are understated in amount. When I look closer at the understated accounts, none of them contain holdings that begin with the letters A, B, or C. When I reconcile holdings in an account on the desktop version against what is showing on the mobile version, these ABC holdings are what is missing. Those accounts without A, B, or C holdings, the balances match in desktop and mobile.

Quicken Anja

Thank you for following up again.

At this point, I recommend that you reach out to Quicken Support directly for further assistance as our support agents may be required to seek Tier 2 assistance.

I apologize for any inconvenience! Thank you.