Updated and can't download transactions

TWood

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I had an Quicken update today. I opened up the program and did the one step update as I always do. I lost many transactions in the process. A whole year went missing from one of my investment accounts. My checking account lost almost $4K in expenses and a reconciliation. Who knows what else!! I was able to restore from my last backup, and again when I tried to do the download, it deleted all the same transactions again. What was in this last Quicken update that messed it all up??

Quicken Jasmine

Hello @TWood, 

Thank you for contacting the Quicken Community, though I do apologize that you are experiencing this issue. 

First, I suggest creating a test file and adding the account(s) that you are experiencing this issue with deleted transactions. It is recommended to save a backup before proceeding with troubleshooting steps in the event that you would like to return to your original starting position. 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. 

TWood

The test file is loading transactions just fine. How do I fix it in my regular file?

Quicken Jasmine

Hello @TWood,

Thank you for attempting the test file.

If you haven't already, I suggest you try to deactivate all accounts for this financial institution, then force Quicken to "discover" all available accounts and see if this will help resolve the issue you are experiencing with transactions not updating. Please, follow the instructions below in order to do so.

1. Open the Account List in Quicken (Tools > Account List OR Ctrl + A)
2. If present, select the Show Hidden Accounts checkbox at the bottom of the Account List
3. Edit each account with this financial institution to Deactivate (or Remove From One Step Update) on the Online Services tab
4. Click on the General tab and remove any info displayed in the Financial Institution, and Account/Routing Number fields. Note: The account must be deactivated first before these fields can be edited.
5. When finished, close the Account List
6. Close, then re-open Quicken
7. Navigate to Tools > Add Account 
8. Walkthrough this process as if you were going to add a new account, providing the login credentials and answering any security questions/processes presented until you reach the screen where Quicken displays the Accounts Discovered at the financial institution
9. Very carefully LINK each of the found accounts to the appropriate account you already have set up in Quicken.

Once that is done, see if the issue still continues to persist.

Let me know how it goes!