Capital One online setup

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:/ My Quicken screen goes gray and Quicken stops responding when I try to add online account access for any of my Capital One accounts. I had some other issues last week, so deleted and recreated my vault and passwords. All other accounts are fine, and working well with One Step Update. I tried an online chat, but the support technician's sole recommendation involved disabling my anti-virus software, a step with which I am not comfortable.
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  • Quicken Jared
    Quicken Jared Alumni ✭✭✭✭
    edited November 2022
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    My Quicken screen goes gray and Quicken stops responding when I try to add online account access for any of my Capital One accounts. I had some other issues last week, so deleted and recreated my vault and passwords. All other accounts are fine, and working well with One Step Update. I tried an online chat, but the support technician's sole recommendation involved disabling my anti-virus software, a step with which I am not comfortable.
    Hello @eekfleming,   

    I am sorry to hear about these issues with freezing and blank screens when trying to update accounts or download transactions. Thank you for talking with us about this here on the Quicken Community.

    If you haven't already, you could save a backup by going to File > Copy or Backup File... in the upper menu at the top of the screen and then create a 'test' data file by going to the same menu and selecting New Quicken File... Next, choose New Quicken File in the screen that follows, and then click OK. After this, choose a file location on your computer and then click Save. Choose Don't use mobile and web when prompted. 

    You may then add your Capital One-associated accounts by navigating to the Add Account button in the upper left-hand side of the screen, denoted by the '+' symbol. Let us know if you see the same error message occurring in the test data file once this is attempted.Does this sound like something you may have tried, and if so, what were your results?

    I look forward to hearing back from you about this. 

    Thank you,

    Quicken Jared 
  • BarryMo
    BarryMo Member ✭✭✭
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    My Capital One stuff is fine. I do not use the vault, but for Cap One there is no password anyway since they use Express Web Connect.

    In terms of the antivirus(or firewall), I guess it is just part of their script. I doubt disabling it for 1 minute represents a big exposure and you could always run a scan once you re-enable it.
  • eekfleming
    eekfleming Member ✭✭
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    I created a completely new Quicken file and it added my Capital One accounts without problems. The thing is, I have had these accounts for years, and tracked them in Quicken for years. What is preventing me from re-adding online access within my existing Quicken file? The screen goes gray, as if a popup were about to appear, but just stays gray.
    By the way, I did not disable my anti-virus or any other "defensive" software before trying Jared's suggestion.
    I really want to keep my existing file and retain this account history. Just add online access that I used to have.
    Thanks for your time and assistance.
  • Quicken Jared
    Quicken Jared Alumni ✭✭✭✭
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    I created a completely new Quicken file and it added my Capital One accounts without problems. The thing is, I have had these accounts for years, and tracked them in Quicken for years. What is preventing me from re-adding online access within my existing Quicken file? The screen goes gray, as if a popup were about to appear, but just stays gray.
    By the way, I did not disable my anti-virus or any other "defensive" software before trying Jared's suggestion.
    I really want to keep my existing file and retain this account history. Just add online access that I used to have.
    Thanks for your time and assistance.
    Hello @eekfleming,     

    I am sorry about this problem with online banking services continuing, although I am happy to hear that you were able to get your account(s) to connect in the test file. Thank you so much for getting back to us with your results. 

    If you can, navigate back to your original data file by going to File > Open Quicken File... in the upper menu at the top of the screen. Next, save a backup once again, then proceed through the instructions provided below:
    1. Navigate to File
    2. Select Validate and Repair File...
    3. Select Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists. 

    If you are still noticing difficulties after you have attempted those recommendations, you may try the following: 

    1. Navigate to File
    2. Hold CTRL + Shift and click Validate and Repair File...
    3. Select Super Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists.
    Let us know if this issue continues after these steps have been attempted when you try to setup your accounts once more.


    Thank you,

    Quicken Jared 
  • CaptainJustice
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    Similar problem. Had a CapOne credit card for years and the online access worked fine. Got a 2nd CapOne credit card and was prompted to get the 'new' Express Web Connect method. Frozen, grayed out screen. Had to kill Quicken with Task Manager. So I deactivated online access and tried to activate. Same result.

    I have done the Super Validate File. All good. Has to be some better instructions about how to activate, not just trying to repair the file - the file is good.
  • CaptainJustice
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    Found the problem. I have an app 'Ghostery' that blocks trackers. Need to not block.
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