Unable to add Janney accounts using new version.

I have upgraded to the latest release of Q for Windows. When I attempt to add a new online account connecting to JMS, the popup window closes and the process terminates without adding my new account. Are there logs available to determine what the problem is?
Thanks

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  • I have upgraded to the latest release of Q for Windows. When I attempt to add a new online account connecting to JMS, the popup window closes and the process terminates without adding my new account. Are there logs available to determine what the problem is?
    Thanks
    Hello @d_s_kaplan,    

    I am sorry to hear about this issue with adding new accounts to online banking services. Thank you for inquiring about this here on the Quicken Community. 

    Have you tried restarting your computer after this happens? You may additionally try uninstalling the Quicken software using the steps listed in this Support Article, then deleting Quicken from the Program Files (x86) folder. You may then reinstall the software after following those steps using the steps listed here. Note that this will not affect your data.

    I look forward to hearing about your results. 


    Thank you,

    Quicken Jared 
  • d_s_kaplan
    d_s_kaplan Member ✭✭
    Hello Jared, I have tried both suggestions and still no change. How do you suggest that I proceed?
  • Hello @d_s_kaplan,

    Thank you for attempting those troubleshooting steps. 

    I suggest creating a test file and adding the Janney account(s) to see if it produces the same issue when trying to add the accounts. It is recommended to save a backup before proceeding with troubleshooting steps in the event that you would like to return to your original starting position. Below are instructions on how to create a test file:
    1. Choose File menu > New Quicken File.

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Select New Quicken File.

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Click OK.
    2. In the File name field, enter the name of the new file, then click Save. Use a name like "Test File" to tell it apart from your main file. 

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows
    Don't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right-angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you.

    1. Sign in with your Quicken ID. If you are prompted to create a Quicken ID but already have one, click Sign In under the Create Account prompt. 

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Select to not use Mobile.
    2. Click Add Account to start adding accounts to the new file.

    After adding accounts, see if you are experiencing the same problems in this test file. 


    Please let me know how this goes, I look forward to hearing your response. 
    -Quicken Jasmine
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