Adding attachment from scanner not working when transaction is current

rmwebb1

I have been adding attachments to transactions using my Canon One Touch since Quicken added the functionality. However, with the last update when I scan the attachment while I'm creating the transaction the 1) Canon software opens 2) Scans 3)when I choose DONE to close the Canon software the entire transaction disappears.

Now, I have to add the scanned attachment in 2 steps. I now have to save the transaction and then go back in to do the scanning.

Is anyone having the same issue?

Quicken Kristina

Hello @rmwebb1,

Thank you for reaching out to the Community and telling us about this issue.  I'm sorry to hear you're running into this problem. When did your Quicken update to the most recent version? Is this the only unexpected behavior since the update? Do you keep your Quicken file on your C drive or is it on a shared network drive?  Is your Quicken file synced with any cloud service, such as One Drive or Dropbox (if it is, you will usually see the service name listed in the file location)? 

The simplest way to check your file location, if you have Quicken up and the file open, is to click on File, then look near the bottom of the list, just above where it says Exit.  It will list the file locations for the 4 Quicken files you have most recently accessed, with the one you are currently in at the #1 spot.

Thank you.

rmwebb1

Hi Kristina,

I'm on Version: R50.5 Build: 27.1.50.5. I'm not quite sure when this update happened but it wasn't very long ago, I would say within the last 2 weeks.

My data is not on my C drive, it's on an external drive connected directly to my PC and I do not use any could services.

Other than this problem I notice that the One Step Update isn't working. I can update each register individually, but all of them togerther under One Step isn't downloading any of accounts.

Quicken Kristina

Thank you for your reply,

I suggest that you try validating and/or super validating your data file.  Please save a backup file prior to performing these steps.

Validate: 

1. File
2. Validate and Repair File...
3. 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 the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate.

Super Validate:

1. File
2. Hold CTRL + Shift and click Validate and Repair File...
3. 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.   

Thank you.

rmwebb1

Thank you Kristina. I had already fixed the One Step updating issue simply by resetting all of the accounts. So that part is done.

However, validating the file did nothing to fix the scanner issue. I've been using Quicken for over 20 years and I really think it's a software glitch. I still cannot scan and add the attachment until after the transaction is saved.

Scott B

Having the same issue. It started immediately after the latest update.

Quicken Kristina

Thank you for your reply,

Due to the nature of the issue, I recommend that you contact Quicken Support directly for further assistance as they can walk you through troubleshooting steps in real-time and escalate the situation as 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 I could not be of more assistance!

rmwebb1

Contacted Quicken support and was able to re-create for the agent. However, he didn't seem to have knowledge of how the attachment worked before the upgrade. He simply told me to "report a problem", which I did.

I would have preferred if the agent opened a problem ticket (or whatever process Quicken has for reporting problems) and at least I would have some confidence that the issue would get escalated to the proper technical group for a solution.