CLOSED 6/7/24 MassMutual RetireSmart (Empower) $0 Balance When Adding Investment Accounts

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Our teams have discovered that users will not be able to connect with their investment accounts. Due to the ongoing $0 investment account balance issue (explained below), we have blocked connections with the FI while we work on a solution. 

We are aware of the issue with MassMutual RetireSmart (Empower) downloading investment accounts with $0 balances. This is mainly occurring on Quicken for MAC using Quicken Connect.

This is happening because our OFX Screenscrape (a form of Express Web Connect/Quicken Connect) is able to successfully capture account details but unable to capture account activity. This is causing the accounts to be successfully added but showing a $0 balance with no activity. We are working with the appropriate parties so that our screenscrape is capturing all of the correct information.

This has been escalated internally, though we do not have an ETA at this time.

To be notified of updates as they become available, please click the bookmark ribbon located in the upper right. If you do not see the bookmark ribbon, please make sure that you are signed into the Quicken Community. 

Thank you!
(Ticket #10957834/CTP-9614)

-Quicken Jasmine

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Comments

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    UPDATE 4/9/24

    We do not have an ETA at this time for a resolution for this issue, though our teams continue to work towards a solution. We apologize for any inconvenience and thank you for your patience. 

    Thank you!

    -Quicken Jasmine

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  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    ONGOING 4/16/24 

    This issue remains ongoing and our teams continue to work toward a solution. No ETA or further details are available at this time, and this Alert will be updated once more information, updates, etc become available.

    We apologize for any inconvenience and appreciate your patience.

    Thank you!

    -Quicken Jasmine

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  • Quicken Janean
    Quicken Janean Moderator admin
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    CLOSED 6/7/24

    This alert has been closed due to low activity. However, this issue is still ongoing and is still being investigated. Thanks!

    Quicken Janean

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