AIG/Valic not downloading account data

Alan Bernstein

Once again, there seems to be an issue with Quicken not processing AIG/Valic account information. I have gotten a "general error" for the past 4 days. Anybody else having this issue?

ladychow

I'm having the same issue. I don't know what's going on. Any help would be much appreciated.

Quicken Jasmine

Hello @Alan Bernstein and @ladychow,

Thank you for reaching out to the Community, though I do apologize that you are experiencing this issue with your AIG/Valic account(s). 

If you don’t mind, could you please provide a screenshot of the error message you described receiving? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.  

I am looking forward to hearing your response!

Alan Bernstein

Quicken Jasmine:

Attached is General Error message referenced above!



[Screenshot Edited for Privacy]

Quicken Jasmine

Hello @Alan Bernstein,

Thank you for uploading the screenshot. 

I have located a Support Article that discusses some troubleshooting steps to take when presented with an OL-301-A error. You may follow this link to access that FAQ. Please keep in mind that it is recommended to save a backup before proceeding with troubleshooting steps (just in case). 

As per the FAQ:

If you have NOT updated from a discontinued version of Quicken 

You will need to contact your financial institution for assistance. Quicken does not have access to the financial institution's servers to be able to correct the problem.

This may require you to 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 hope this helps!

Alan Bernstein

It doesn't really help because AIG claims it is a Quicken issue, so I suppose those of us who are experiencing this recurring problem have no recourse. Very disappointing.

Richard Valentine

I am having the same issue for the past several days, including this morning.

svasbe

You've suggested this is a repeat problem for you...for me, as well. Unfortunately, the problems always seem to reside at AIG and they are miserably slow fixing them. Hopefully there is power in numbers and if we all complain they will act. Last time (about 6 weeks ago) it took 2 weeks for a fix.

dmblackburn

Same issue. Last successful download was on 7-13-2022. This has been a repeated occurrence throughout this year.

john_crandall

Can't sync either. Seems to have started in the last few days.

Quicken Jasmine

Hello All,

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

We have forwarded this issue to the proper channels to have this further investigated. In the meantime, if the instructions found in the support article provided above fail to resolve the issue, then 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! Thank you.

Alan Bernstein

Why must we resubmit log files, etc. when this is the same problem we experienced several weeks ago...?

Quicken Anja

Hello @Alan Bernstein,

Alan Bernstein said:

Why must we resubmit log files, etc. when this is the same problem we experienced several weeks ago...?

To clarify the problem report submissions that are sent via Help > Report a problem; while you will not receive a response through this submission, these reports will help our teams in further investigating the issue. These submissions go directly to a database that is accessible by members of our Product and Development teams as well as our support team, Tier 2 team, and escalation teams.

These reports are reviewed daily, mainly to track multiple reports of the same trending issues or to request log files for troubleshooting/escalation purposes. When multiple reports of the same issue are received, then those reports are investigated further. Reports that can be replicated or verified are then submitted as tickets to the proper channels.

The issue with AIG/Valic from several weeks ago has since been reported resolved as of 6/9/22. However, since the issue has now resurfaced, it will be treated as a new issue and will therefore require new logs.

Thank you!