Empower Retd. - 401K (66503)

supersol

An odd issue here. This link does connect to the institution and does update as expected. The strange part is that when I start a new session in Quicken for Mac, this account resets itself to zero. To get it to report correctly, I have no choice but to refresh connection details with email and password. A hassle that shouldn't be happening. Why is Quicken losing the login info?

Quicken Jared

supersol said:

An odd issue here. This link does connect to the institution and does update as expected. The strange part is that when I start a new session in Quicken for Mac, this account resets itself to zero. To get it to report correctly, I have no choice but to refresh connection details with email and password. A hassle that shouldn't be happening. Why is Quicken losing the login info?

Hello @supersol,  

I am sorry to hear about this issue with balances that are being reset to 'zero' every time you reopen the program. Thank you for asking about this here on the Quicken Community.

If you have the chance, it would help us to troubleshoot the situation if you could save a backup by going to File > Save a Backup... in the upper menu at the top of the screen while Quicken is open and then create a new 'test' data file by following the steps listed below:

1. Navigate to File
2. Select New
3. Select Start from scratch, click Next
4. Choose appropriate default categories based on geographic location, click Next
5. Choose Don't use Quicken Mobile & Web, click Next 

You may then add your Empower Retd.-affiliated accounts in the newly created data file by choosing your financial institution and entering your credentials as prompted. I am curious whether or not these issues continue in this data file.

I look forward to hearing about your results. 

Thank you,

Quicken Jared 

Jpwells

I am experiencing the same issue. I recently added two Empower Retd accounts to Quicken for Mac. The accounts seem to update for <1 day. I will then have to reset the connection to get it to update. And again, that will last for only a day.

I followed the advice to create a new quicken file with mobile and web turned off. That file works. I setup the same Empower Retd accounts 2 days ago, and they have been successfully updating in that file since.

So, knowing that... what can we do to get this working in my primary Quicken file?

Quicken Jared

Jpwells said:

I am experiencing the same issue. I recently added two Empower Retd accounts to Quicken for Mac. The accounts seem to update for <1 day. I will then have to reset the connection to get it to update. And again, that will last for only a day.

I followed the advice to create a new quicken file with mobile and web turned off. That file works. I setup the same Empower Retd accounts 2 days ago, and they have been successfully updating in that file since.

So, knowing that... what can we do to get this working in my primary Quicken file?

Hello @Jpwells,      

I am sorry to hear that you are being affected by these issues, as well. Thank you for inquiring about this here in this Quicken Community Discussion. 

Navigate back into your original data file by going to File > Open Quicken File... in the upper menu at the top of the screen. 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 Connected Services. However, I recommend that you first save a backup file prior to performing these steps.

1. Navigate to Edit
2. Preferences...
3. Quicken ID & Cloud accounts
4. Click Sign in as a different user (or it might say Sign in using a different Quicken ID)
5. Follow the prompts to Sign Out
6. Sign back in using your Quicken ID (email) and password

Let us know about your results, if you can. 

Thank you,

Quicken Jared 

Jpwells

Jared,

I followed your steps from above (signing out and back in from both the quicken file and cloud accounts). That has actually made the issue worse somehow. Now the Empower accounts will zero out as soon as I reopen the file and attempt a refresh. I could typically get the accounts to refresh for up to a day.

FWIW... I am running Quicken for Mac 6.10.3 on MacOS 13.0.1. I have also disabled web syncing and have tried resetting all cloud accounts.

Any other suggestions?

Quicken Jasmine

Hello @Jpwells, 

Thank you for providing more information. 

Next, 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!

Jpwells

Jasmine,

I tried the steps you outlined above yesterday. I disconnected the two accounts, deleted the Keychain Access entry, etc. Unfortunately, when I opened Quicken this morning and refreshed, both of the accounts were zero'ed out again.

I checked the other file I created earlier (with just the two Empower accounts) and that file continues to update successfully.

Quicken Jasmine

Hello @Jpwells, 

Thanks for attempting those troubleshooting steps, though I do apologize that this error is still occurring. 

Next, I suggest restoring from a backup that was created before this error began to occur. You may follow this link for more information regarding restoring from backups. 

Please let me know how this goes. 

Jpwells

Jasmine,

I tried your previous steps again, only this time I deleted the two Empower retirement accounts (as opposed to disconnecting). I then deleted the Keychain password entry and rebooted my Mac. I then logged out of my Quicken account and back in. Then, added the two Empower accounts back. So far, that seems to be working. The accounts were added last night and are refreshing for me this morning.

I'll give it another day or two to see if this holds and report back either way.

Quicken Jasmine

Hello @Jpwells, 

Thanks for coming back to update us and for providing steps so other users may see this if they are experiencing the same issue. 

I am happy to hear we were able to reach a resolution. 

Please do not hesitate to reach out with any further questions or concerns!

Jpwells

Jasmine,

Well, I spoke too soon. The accounts were behaving yesterday, but are back to zeroing out today. Regarding your previous request, I've simply processed too many transactions in my other accounts over the past few weeks to go back and restore from a backup.

And for whatever reason, the other file I created (that has JUST the two Empower accounts) is still updating normally.

Quicken Jasmine

Hello @Jpwells, 

We recommend that you contact Quicken Support directly for further assistance as they can walk you through troubleshooting steps in real time and utilize functions such as screen share. 

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

Thank you. 

supersol

Hi @Jpwells - you've got a lot more patience for this than me! Did you have any success after speaking with Quicken Support? Thanks for jumping through all of the hoops. [Removed-Rant].

supersol

Hi @Jpwells - Did you have any success after speaking with Quicken Support?

Jpwells

@supersol, I have not yet contacted Quicken Support. Though I am beginning to suspect that there is something in my primary Quicken file that is trying get to my Empower account through an old (and subsequently deleted) MassMutual account.

Long story (semi) short. I had an account setup in Quicken with MassMutual and was connecting to them with no issues for years. Empower subsequently took over that account. At that point, the account stoped updating via my MassMutual connection. So, I deleted the account and added it back as an Empower account. That is when I started having the issues that led me to opening this thread.

Not soon after, I started receiving notices from MassMutual that my online account (which has nothing in it at this point) was locked due to too many invalid login attempts. I found the timing of that odd.

I would reset the MassMutual password... then get the same notice again a day later. Something was locking up my old MassMutual account.

I did some googling and found a few threads of people having issues with the MassMutual to Empower transition with online banking tools. So, I deleted the the Empower account from Quicken and.... lo and behold, the issue with the MassMutual account locking up stopped.

So, even though I had no MassMutual account in Quicken, it seems it was still somehow trying to access that account through the Empower accounts.

That is the one thing that was different between my main Quicken file and the test one I created earlier in this thread. My main account HAD the account with MassMutual at one point. The test file did not. It makes me wonder if the two are somehow accessing Empower differently behind the scenes.

At some point (maybe after the holidays) I will try adding the Empower accounts back and see what happens.

Casablanca

@Jpwells I've experienced the same issue with my Empower retirement accounts. I added them for the first time a few days ago, only see them reset to zero on update/refresh the next day. I followed the steps suggested by @Quicken Jasmine above i.e. delete accounts in QFM and passwords in Keychain. Now the accounts are connected, but the balances are way, way off. Each account is showing a balance of $3K+ extra in my favor. I have since disconnected the accounts and manually adjusted the balances. Hopefully the issue will get fixed in the future. The Empower website has the correct balances, so I don't know where QFM is gathering the incorrect data. All I wanted was a periodic update of the balances. I don't want to track or see transactions.

I also have another online personal finance software that uses the same data connection service as QFM. It happens to connect and update to Empower with no issues. I suspect the problem is with QFM seeing transactions incorrectly and displaying wrong balances.