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Quicken hangs during sync and won't restart

Mary Ann Edson-Plumb

Quicken hangs during cloud sync. After a very long wait, I get the message that the app is hung. I approve closing it, but then won't restart. The screen just gives me a little formatting across the top and then hangs with a spinning blue circle. I can only restart it by restoring my backup file. What should I do now?

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Sherlock

An initial Sync may take a long time to complete. Windows may report an application as not responding but that does not necessarily mean that the app is hung. It simply means the application did not respond quickly enough to a Windows request.

If you think the cloud account associated with the Quicken file has been corrupted, I suggest you delete the cloud account. If you haven't already, you may want to review: https://www.quicken.com/support/how-edit-or-delete-your-cloud-datasets-quicken-windows

Mary Ann Edson-Plumb

Unfortunately, these directions only allow you to delete a cloud account that is NOT the current account. The account that appears to be bad is the current account. I don't find a way to create a new account. Do you have a link for that? FYI, the sync I was doing was not initial, it was just a routine daily sync that I left waiting more than 30 minutes - it has never taken that long. I was particularly disturbed that once I exited Quicken, it wouldn't come back up except via restoring a backup QDF.

Sherlock

Mary Ann Edson-Plumb said:

Unfortunately, these directions only allow you to delete a cloud account that is NOT the current account. The account that appears to be bad is the current account. I don't find a way to create a new account. Do you have a link for that? FYI, the sync I was doing was not initial, it was just a routine daily sync that I left waiting more than 30 minutes - it has never taken that long. I was particularly disturbed that once I exited Quicken, it wouldn't come back up except via restoring a backup QDF.

If you don't already have an alternate Quicken file to use, you may create one: select File > New Quicken File...

You don't need to add any accounts but you will need to enable Sync.

Mary Ann Edson-Plumb

Thanks for the tips. Sync was already enabled. I deleted my Cloud data and that automatically started a sync. That process has now been running for over 90 minutes now with the message "processing data". I'll let it run overnight and see what happens. Fingers crossed that I don't have to restore from a back up again.

Mary Ann Edson-Plumb

The sync never completed. I was unable to restart Quicken and had to restore from a backup. Anything I try to do with sync results in an unrecoverable, hung system. This first happened on just a routine daily sync, and now sync doesn't work at all. Validate doesn't seem like the right solution. Any other thoughts?

Sherlock

Mary Ann Edson-Plumb said:

The sync never completed. I was unable to restart Quicken and had to restore from a backup. Anything I try to do with sync results in an unrecoverable, hung system. This first happened on just a routine daily sync, and now sync doesn't work at all. Validate doesn't seem like the right solution. Any other thoughts?

The bigger hammer is to perform the Copy and Validate Instructions as described in: https://www.quicken.com/support/advanced-data-file-troubleshooting-correct-problems-quicken-windows

The Copy creates a new cloud account.

UKR

1) Are you Syncing to Mobile/Web?
AND
2) do you use the Mobile app on your smartphone or the Quicken on the Web feature?

The Sync process has been suspected of a number of weird happenings with Quicken. Could your problem be caused by Sync?

If you answer "yes" to the 1st question and "no" to the 2nd question, turn Sync off completely. You don't need it. The Sync process should only be used in conjunction with the Quicken app for Smartphones or the Quicken on the Web browser app. It cannot be used as a replacement for backing up and restoring your Quicken data file.

If you answer "yes" to both questions, try to Reset Sync so that the current cloud sync file is replaced with a fresh complete copy
Do note that a full Sync process may take many minutes to complete.

How to reset Sync to Cloud

Log out of your mobile app, then do this on your desktop / laptop:
Go to Edit / Preferences / Mobile and Web
Click the "Reset your cloud data" link and follow the instructions until it is complete.
Sync your desktop file to the cloud
Now log back into your mobile app

How to turn off Sync to Cloud for the current data file

Go to Edit / Preferences / Mobile and Web
Change the Sync radio button and set it to OFF

Mary Ann Edson-Plumb

Now I am in far worse shape. My answer to both your questions was yes. I got to the point of "Reset your cloud data" and followed the instructions to reset at which point Quicken froze. I did not have a chance to ask it to sync. After SIX HOURS, nothing happened, except that Quicken was using a lot of power and causing the laptop fan to run constantly. I finally exited it via Task Manager. Now, not only will Quicken not restart, it will not restore from my backup. It just says "restore failed". At this point, I do not have a usable system. It is infuriating that something that is just supposed to be backing up the data to the cloud for access is actually destroying the system.

Mary Ann Edson-Plumb

Just to wind this all up, I finally called Quicken support. After attempting again to reset the Cloud data which resulted in an another endless hang, we finally got a restore to work. After a subsequent Validate run, it is running well. I've given up on Sync for the present. I'm not entirely sure what goes on in that process, but it clearly has the capacity to affect original data files, which is too big a risk for me.