Merrill Edge Connection Error BID = 8969

satishc
satishc Member
My Merril Edge account used to synch fine until about 2 days ago. Now I continue to get repeated 8969 errors trying to synch. Tried deleting the account and adding it and I continue to get the error

Comments

  • Hello @satishc

    Thank you for contacting the Quicken Community, though I do apologize that you are receiving this error with your Merril Edge 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.  


    Looking forward to hearing your response!

    -Quicken Jasmine
  • CaptMorgan
    CaptMorgan Member
    Two days ago, I started receiving the same error message when connecting to Merrill Edge. Screenshot attached.
  • Hello @CaptMorgan,

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

    First, could you please provide which version of Quicken you currently have running?
    • Quicken > About Quicken
    To start with, I suggest deactivating the account(s) experiencing this error, removing the saved login credentials from the Keychain Access app, and then reactivating the accounts. However, before doing so, I do recommend saving a backup of your data file first (just in case). Then, please check and make sure you do not have any hidden accounts that may be connected to this financial institution.
    1. Go to the Accounts menu and choose Hide and Show Accounts
    2. Uncheck any accounts with this specific financial institution that are checked as hidden in Lists
    After that, please follow the troubleshooting instructions below.
    1. Open the account register and navigate to the Settings gear on the bottom-right corner
    2. Click on the Downloads tab
    3. Click Disconnect Account (if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
    4. Quit Quicken
    5. Open Finder and navigate to Applications > Utilities > Keychain Access app
    6. On the left panel in the Keychain Access app, select Login and select Passwords at the top
    7. Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
    8. Quit the Keychain Access app and reopen Quicken
    9. Navigate to Accounts > New and choose the appropriate account type for the accounts that you previously deactivated 
    10. At the bottom of the window showing the list of the financial institutions, click on the "My bank is not listed" question mark icon, then click Update List
    11. Wait for the list to finish updating and " Updated: " displays the current date.
    12. Click the Show List button to continue
    13. Use the search field at the top of the list to find and select your financial institution and click Continue
    14. Follow the prompts to sign in using your login credentials associated with the financial institution
    15. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken
    Let me know how it goes!
    -Quicken Jasmine
  • CaptMorgan
    CaptMorgan Member
    I am running Quicken for Mac Version 6.9.0 (Build 609.45401.100). I have attempted the above steps and continue to receive the same error.
  • CaptMorgan
    CaptMorgan Member
    Also, why do I continue to get a pop up asking me to update my Chase accounts? I don't have any Chase accounts.
  • UKR
    UKR SuperUser ✭✭✭✭✭
    Also, why do I continue to get a pop up asking me to update my Chase accounts? I don't have any Chase accounts.
    Never mind this message. It was sent to all Mac users. At the bottom of the message is a "Remind me later" checkbox. Remove the checkmark then exit the window.

  • Hello @CaptMorgan,

    Thank you for attempting those troubleshooting steps, though I do apologize that you are still experiencing this issue. 

    If you haven't already, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connect Services. However, I do recommend that you first save a backup file prior to performing these steps.
    1. Navigate to the Quicken dropdown menu
    2. Sign Out...
    3. Sign back in using your Quicken ID (email) and password 
    4. Follow the prompts to be taken back to your data file after signing in
    Once that is done, see if the issue still persists.

    Let us know how it goes!
    -Quicken Jasmine
  • CaptMorgan
    CaptMorgan Member
    Still no luck but now I'm getting a new error.
  • Dan12
    Dan12 Member ✭✭
    I am getting the same Error 8969 "Server communication error" problem with my Merrill Edge account. Quicken Deluxe Version 6.9.0 (Build 609.45401.100). I'm reluctant to try the sign-out/sign-in procedure due to CaptMorgan's experience with it (didn't work + new error). Following this thread until a solution is found.
  • Quicken Jared
    Quicken Jared Moderator mod
    edited September 7
    See attached
    Hello @CaptMorgan

    I am sorry to hear that this issue is continuing, and thank you so much for getting back to us with this helpful screenshot.

    First, save a backup by navigating to File > Save a Backup File... in the upper menu at the top of the screen while Quicken is open, then proceed through the steps provided below:

    Step 1: Deactivate the account(s)

    1. Go to the Accounts menu and choose Hide and Show Accounts.
    2. In the List column, find the account(s) causing the error and uncheck any accounts with this bank (be sure to uncheck all accounts with the bank, even if they're not showing an error). NOTE: If you don't have any accounts checked in the List column, skip this step and click OK.
    3. In the Account View, highlight each account (one at a time) and click the Settings button on the bottom right of screen.
    4. Under the At Your Financial Institution section, click on Troubleshooting, then click on Deactivate Downloads.
    5. Repeat steps 3 and 4 to deactivate each account for the affected bank.

    Step 2: Reactivate and link the account(s)

    1. Click on Set up transaction download in Settings.
    2. At the bottom of the window that lists the banks, click the My bank is not listed question mark to update the bank list; when the list finishes updating, it should display the current date. Click the Show List button to continue.
    3. Type the name of your bank and select it from the list, then enter your login credentials and click Continue.
    4. Quicken will display a list of all accounts you have with this bank. Carefully link each of these accounts to the appropriate account you've set up in Quicken.

    NOTE: this process will download up to 90 days of transactions from your bank. If you find duplicate transactions in your account(s), you can delete these transactions from the account register.

    You can look to the Support Article linked here for additional details about these instructions. 

    Let us know how this works!

    Thank you,

    Quicken Jared 
  • CaptMorgan
    CaptMorgan Member
    Hello Jared. As you can see from the thread, Jasmine already suggested this fix. To be clear, I have no hidden accounts with Merrill. I currently have no actual accounts in Quicken with this institution because I deleted them while trying to troubleshoot and have been unable to re-establish them. I have refreshed the list of banks many times and it still fails. I have other banks that are working without any issues. I can log into the Merrill website directly without any problems. I hope this helps.
  • Krytol
    Krytol Member
    I have the exact same errors for the same bank with a new installation, just got a subscription, and new download.
  • Quicken Jared
    Quicken Jared Moderator mod
    Hello everyone,

    I do apologize about these problem with online banking services. Thank you for alerting us as to these issues.

    It would help us in our efforts if you would navigate to Help > Report a Problem... in the upper menu at the top of the screen to send program log files. You can also provide screenshots and a brief description along with these files, if possible. Note that these submissions will be used for purely investigative purposes, and you will not receive a response through them. We will investigate the matter further, although we are currently unable to provide an ETA for a resolution.

    We appreciate your patience, and apologize for the inconvenience. 

    Thank you,

    Quicken Jared 
  • CaptMorgan
    CaptMorgan Member
    Not sure who did what to fix it, as I had tickets open to both Quicken and Merrill, but it seem to be working fine now. Thank you
  • Dan12
    Dan12 Member ✭✭
    Mine is also working again. Thanks!!
  • I still don't think it's working correctly. I'm only getting one number per account and says its cash (which its not). Also, there's no detail and no history (net gain/loss) that was there previously.
  • Some progress. When I changed the connection type from Quicken Connect to Direct Connect I started to get data but I could only do this by selecting a different Merrill Institution (Merrill Investments), not Merrill Edge.