Mobile app never finishes updating

gshamlet

My mobile app never shows any transactions, reminders, etc. Everything except the balances always says "Updating" and the activity wheel just keeps spinning. The mobile app is unfortunately not useable unless all you want are balances.

Quicken Jasmine

Hello @gshamlet,

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 seeing 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). It is recommended to save a backup before proceeding (just in case).

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. 
   
   
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!

gshamlet

Unfortunately, this did not solve the problem. The activity indicator still goes round and round but never loads anything but the balances.

Quicken Jasmine

Hello @gshamlet,

Thank you for attempting those troubleshooting steps and for providing more information.

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.

I hope this helps!

Igza2arleyma

Having the same issue. Just uploaded for first time and all it does is buffer when I try to open an account. My files match as to balances but wanted this feature for travel, especially during hurricane season.

Quicken Jasmine

Hello @Igza2arleyma,

Thank you for joining this thread to share that you are also experiencing this issue.

Have you attempted the troubleshooting steps located in my previous responses?

I look forward to your response.

gshamlet

Due to a death in the family I have not had time to try the last recommendations. I will try tomorrow(Friday).

gshamlet

I have tried everything recommended and still cannot get the mobile app to load the transactions. The activity indicator keeps going around and all the blocks say updating. I have even uninstalled the mobile app and reinstalled it, but that had no effect. Perhaps the mobile app will just not ever work with my data file.

Quicken Anja

Hello @gshamlet,

Thank you for following up on Jasmine's instructions and we extend our sincerest condolences on the loss you experienced.

Regarding the issue you are experiencing; unfortunately, since the instructions previously provided have failed to resolve the issue so far, at this point, we recommend that you contact Quicken Support directly for further assistance and possible escalation if they see fit.

We apologize for any inconvenience! Thank you.