Morgan Stanley

Haapy

Windows 10 22H2, Quicken R45.13. Since November 08, 2022 I have been getting a "Transaction not downloaded" error for ONE investment, Blackstone REIT. It consistently reports 12,175.324 shares while I only have (as of today) 9146.630. The dividends are reinvested so the shares grow. Since the error, I have been updating the dividend reinvested manually in Quicken. Every time I get the error message I choose "Ignore it for now".  I have reported this to Blackstone REIT and to Morgan Stanley. As usual each vendor says "not our problem", so I escalated it, at least Morgan Stanley gave me a case number 70144515. I am reporting this to Quicken in the event that there is a possibility that the error is with Quicken, which I kind of doubt.  All other downloads from Morgan Stanley report correct share balances. 
If you would forward this to Qicken Support, I would appreciate it.
Thanks.
Andy

Quicken Jared

Haapy said:

Windows 10 22H2, Quicken R45.13. Since November 08, 2022 I have been getting a "Transaction not downloaded" error for ONE investment, Blackstone REIT. It consistently reports 12,175.324 shares while I only have (as of today) 9146.630. The dividends are reinvested so the shares grow. Since the error, I have been updating the dividend reinvested manually in Quicken. Every time I get the error message I choose "Ignore it for now".  I have reported this to Blackstone REIT and to Morgan Stanley. As usual each vendor says "not our problem", so I escalated it, at least Morgan Stanley gave me a case number 70144515. I am reporting this to Quicken in the event that there is a possibility that the error is with Quicken, which I kind of doubt.  All other downloads from Morgan Stanley report correct share balances. 
If you would forward this to Qicken Support, I would appreciate it.
Thanks.
Andy

Hello @Haapy,     

I am sorry to hear about these problems with online banking services. Thank you for alerting us to this here on the Quicken Community.

Is there any way you could provide screenshots of the "Transaction not downloaded" message that you're seeing - with personal information redacted as necessary? You can follow the steps explained in this FAQ in order to do this. Also note that you may drag and drop your images into your comment in order to submit images, as well.

I look forward to your response. 

Thank you,

Quicken Jared 

Haapy

Jared, Here it is. Andy

Quicken Jared

Haapy said:

Jared, Here it is. Andy

Hello @Haapy,   

I do apologize that this issue is continuing, and thank you for getting back to me with that helpful screenshot. 

In this case, it will be necessary to reach out to Quicken Support. You should be able to do this with the link provided here. They will need to document and troubleshoot this issue in greater details with the resources and tools uniquely available to them. I wish that I could provide a resolution from the Quicken Community, but this represents the best path forward given the circumstances. 

I hope that this is helpful, and feel free to reach out with any additional questions or concerns. 

Thank you,

Quicken Jared 

Haapy

OK. Thanks. Will do. Andy

Haapy

Very interesting process. To let you know the top 3 responses:
Blackstone REIT - this is not our problem, but I will log the information.
Morgan Stanley - our IT department does not have time for these issues, contact INTUIT. 
Quicken support  - enter a Blackstone add transaction, date 11/30/2022 for 9,146.630 shares with no cost.
I could provide more offered suggestions, but you get the gist.
Taking the "Ignore for now" option works for me.

I emailed all 3 parties suggesting that they trace the transaction with the shares field from Blackstone to MS to Quicken to me and they might find the problem.

Rocket J Squirrel

@Haapy This is a new R45 bug. Roll back to R44 and your numbers will be correct again.

Haapy

Mr. Squirrel, why would this impact only one transaction? Perhaps because I entered it manually? I have never rolled back to a previous version of Quicken and I am reluctant to do this for only one investment that gets updated once a month. For now taking the "ignore this option" works for me and feels safer than rolling backwards. If Quicken knows about this issue, I am sure that they will fix it in due time.
Thank you for informing me that this is a known issue. 

Rocket J Squirrel

@Haapy there is no answering "why". It's a bug. I have encountered it myself and rolling back to R44 remedies it. All you have to do is install the R44.28 mondo patch and it will revert you to a better state. Perhaps off topic, but R45 has more than the average number of new bugs scattered throughout and I find it too frustrating to use.

Here is what I saw in R45. This is a combination of 2 images.

Notice that Quicken has taken the number of shares from one security and compared them to a different security (actually just a savings sub-account of my MS brokerage account).

Haapy

@squirrel thank you for your detailed explanation. I have forwarded this info to my contacts at Morgan Stanley and Blackstone REIT.
I will take your advice.
Andy

Mike F.

@Squirrel thank you. This also applies to regular accounts, not just subaccounts. In my case, it happens to be the last two investments that show up in my Online Center. (Composite of 4 images)

Haapy

@squirrel & @ Mike F.  I have opened up a support ticket with Quicken Support - #9892586
It might be helpful if you forwarded your examples to them as well.
Thank you.
Andy

Haapy

I was on the phone with Quicken support for about 1/2 hour reviewing the case.
They escalated this and provided a new ticket# 9910366.
No new info.

Haapy

I called for status and support informed me that it is in the que, however they will not be communicating status to me. 

Flux

> @"Rocket J Squirrel" said:
> @Haapy there is no answering "why". It's a bug. I have encountered it myself and rolling back to R44 remedies it. All you have to do is install the R44.28 mondo patch and it will revert you to a better state. Perhaps off topic, but R45 has more than the average number of new bugs scattered throughout and I find it too frustrating to use.
> Here is what I saw in R45. This is a combination of 2 images.Notice that Quicken has taken the number of shares from one security and compared them to a different security (actually just a savings sub-account of my MS brokerage account).

@"Rocket J Squirrel" I want to thank you for this mondo update suggestion! It totally fixed my screwed up Morgan Stanley accounts as well as my Wells Fargo Brokerage accounts that had incorrect balances and it was driving me crazy trying to figure it out. Looks like it was just a typical buggy quicken update.

Is there a way to prevent quicken from updating so it won't revert to the buggy version, or do I need to keep reinstalling the mondo patch every time it updates daily?

Flux

> @"Rocket J Squirrel" said:
> @Haapy there is no answering "why". It's a bug. I have encountered it myself and rolling back to R44 remedies it. All you have to do is install the R44.28 mondo patch and it will revert you to a better state. Perhaps off topic, but R45 has more than the average number of new bugs scattered throughout and I find it too frustrating to use.
> Here is what I saw in R45. This is a combination of 2 images.Notice that Quicken has taken the number of shares from one security and compared them to a different security (actually just a savings sub-account of my MS brokerage account).

@"Rocket J Squirrel" I want to thank you for this mondo update suggestion! It totally fixed my screwed up Morgan Stanley accounts as well as my Wells Fargo Brokerage accounts that had incorrect balances and it was driving me crazy trying to figure it out. Looks like it was just a typical buggy quicken update.

Is there a way to prevent quicken from updating so it won't revert to the buggy version, or do I need to keep reinstalling the mondo patch every time it updates daily?

Rocket J Squirrel

Flux said:

Is there a way to prevent quicken from updating so it won't revert to the buggy version

Set Windows User Access Control (UAC) to prevent unwanted program installations.

Flux

There was an error rendering this rich post.> @Rocket J Squirrel said:
> Set Windows User Access Control (UAC) to prevent unwanted program installations.

Thank you!

Haapy

Here is an update. See attached document. This one account with Morgan Stanley incurred additional errors to the one originally reported with BREIT.
What is interestng is that it is happening to this one account only. I have 2 other MS accounts. This time existing transactions were DELETED! They were all Boughtx tranctions from 2017. I re-entered the missing tranactions and did a reconcile as of 12/31/2022 and all is back. Interestingly the BREIT account, once fixed now shows the correct shares reported and Shares in Quicken.
Something very strange is happening to this account.
BTW, I have other transactions in this account going back to 1995. 
I ran validation and super validation, no errors. 
What causes transactions to be deleted??
I have not heard from Quicken support on this ticket since they told me not to call.
Also, I am reluctant to roll back to R44.28 as I do not know what the impact is. I had a heck of a time with the Chase download upgrade and do not know if was completed with R44.28
So far I am able to fix everything that is happening, hopefully it will not get worse.

Haapy

I called support today. They are awware of it. Advised not to use Morgan Stanley as the possibility exists for the file to be wiped out. No ETA. 

Haapy

This problem has not occurred recently. Support must have done something. OK to close.