Quicken Mobile adding unknown stock to investment account in the Mobile App

LKERRCPA

The Mobile App contains an investment account that has a stock that is not in the Desk Top version ( the other stocks in the account are fine). I have reset the accounts, created a new data file , done all the suggestions on the this site and the bogus stock holding is still on the Mobile App. The symbol is the same as a stock in an other account, but the the stock should not be in the account with the error. Cash accounts and other assets and liabilities appear to be fine.

Quicken Jasmine

Hello @LKERRCPA,

Thank you for reaching out to the Community to tell us about your issue, though I apologize that you are experiencing this.

If you haven't already, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.

1. Sign out of your Quicken Mobile/Web app(s)
2. On your desktop program go to Edit
3. Preferences...
4. Mobile & Web
5. Make sure sync shows it's ON and click on Reset your cloud data 
   
6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
   
7. Wait for the sync reset to finish
8. Navigate to the Mobile & Web dropdown menu 
9. Select Cloud Sync to resync your data and to make sure no errors occur
10. Wait for it to finish syncing 
11. Sign back in on your Quicken Mobile/Web app(s)

Once that is done, see if the issue still persists.

Let me know how it goes!

LKERRCPA

I have tried resetting the cloud data, and it had no impact on the data in the mobile app.

Quicken Jasmine

Hello @LKERRCPA,

Thanks for letting me know. 

Have you attempted a manual cloud reset yet?  You would do so by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

First, please proceed to save a backup (just in case). From there, create a new data file (click here to view instructions, and review the section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.

1. Go to Edit
2. Preferences
3. Quicken ID & Cloud Accounts
4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
5. Select the Cloud Account Name used for your main data file and click Delete
6. Type Yes and click Delete
   

After that, switch back to your main data file (click here to view instructions, scroll down and review the section titled: "How to alternate between multiple files"). 

Once your main file opens, resync your data by navigating to the Mobile & Web tab and clicking on the blue Get Started button, and then the blue Sync Now button and see whether or not the errors you were receiving persist. You can then also delete the new file you previously created as well as its cloud account.

Please let me know!

LKERRCPA

Tried the manual reset, no change in the mobile data

Quicken Anja

Hello @LKERRCPA,

Thank you for reaching out to the Community and telling us about your issue as well as confirming that you have attempted the suggested troubleshooting steps previously provided by @Quicken Jasmine, though I apologize that the issue continues to persist.

At this point, we advise that you please contact Quicken Support directly for further assistance and possible escalation if they see fit.

We apologize for any inconvenience! Thank you.