Why does mobile (on my iPhone) show the incorrect total of investment accounts?

Robert Zimmerman

One single investment account shows the wrong amount, which appears to drive the incorrect total for all investments and net worth. This is the second occurrence of this type of error although the first occurrence involved the total for a different investment account. I reported it to Quicken both times.

Quicken Jasmine

Hello @Robert Zimmerman",

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!

Robert Zimmerman

I followed your recommendation; however, the totals are still incorrect. It appears an extra security is included in one investment account. I have no idea where Q Mobile picked the extra security. I double checked the accounts to be synchronized. Although I have the same security in my portfolio, it has the correct value. What's the next step?

Quicken Jasmine

Hello @Robert Zimmerman,

Thank you for attempting those troubleshooting steps. 

Since, unfortunately, the previous steps have failed so far, next, I suggest you try manually resetting your cloud data 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 how this goes. 

Robert Zimmerman

I followed your instructions; however, the error is still present. I noticed the login window shown in step 5 for creating a new file did not appear. I started over, but the window did not appear. Your thoughts

Robert Zimmerman

Also, I removed all of the accounts to be synchronized yet the window (Accounts for Mobile and Web) still shows one account is enabled. This seems odd. I believe the count should be zero.

Robert Zimmerman

Any other thoughts?

Quicken Jasmine

Hello @Robert Zimmerman,

Thank you for reaching back out and for attempting those troubleshooting steps.

Due to the previous steps having failed, we recommend that you contact Quicken Support directly for further assistance as they can utilize functions such as screen share and escalate if needed. 

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.

I apologize that we could not be of more assistance.

Robert Zimmerman

Thanks for the suggestion; however, I did that in the interim. The Help desk could not resolve the problem and told me to report the problem to Quicken via the menu command. I tried doing that several times over two days, but received an error message each time stating that the server was unavailable. Quite honestly, I'm becoming increasingly disappointed with Quicken. Other instances where Updates loose data because the update activates the wrong data file.

Robert Zimmerman

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