Cadence OL-393-A

tbf47

I am getting this error message when trying to OSU my Cadence accounts. I have reset the accounts. I have reported the problem through the app with a sanitized file.

Quicken Kristina

Hello @tbf47,

To troubleshoot this issue, I recommend that you first backup your Quicken file, then follow the steps from this article on OL-393 errors:

First, check which account failed

1. From the Tools menu, choose One Step Update Summary.
2. The affected account will be listed under a red heading and will have the error code next to it.

Second, verify the account information

1. From the Tools menu, choose Account List.
2. Click the Edit button next to the affected account.
   
3. On the General tab, verify that the account information, such as the account number and routing number, is correct.

Third, check for hidden accounts

1. From the Tools menu, choose Account List.
2. Show hidden accounts will be displayed at the bottom if there are hidden accounts. If you do see this option, check the box, then click on Edit next to the hidden account. Click on the Display Options tab and uncheck Hide this account in... option(s).
   
3. Follow the "Verify Account Information" steps above to ensure that this account has correct account information.
4. If you no longer want to download this account, Deactivate Online Services for this account. See "Verify Online Services" below for instructions.
5. After deactivating the account, if desired, you can hide the account again.

Lastly, verify Online Services

1. From the Tools menu, choose Account List.
2. Click the Edit button next to the affected account.
3. Select the Online Services tab and verify that the appropriate online services are activated. Be sure to check for online payments.
4. To disable any Online Services that are no longer active in this account, click the Deactivate button.

If the issue persists after you've completed this troubleshooting, please contact the financial institution for further assistance.

I hope this helps!

tbf47

@Kristina I have verify my information in these accounts is correct. I also check hidden accounts. The bank hidden accounts are marked as CLOSED. Based on this what should I try next?

Quicken Kristina

Thank you for your reply,

If the issue is persisting, the next step is to contact the financial institution. You may need to request to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can't assist, you may need to escalate with them.

To look into the issue, the Financial Institution may need log files from you. The log files they would most likely need are the OFX log and the Conn log. To get those logs, please follow these steps:

1. Click on Help on the top menu bar in Quicken
2. Choose Contact Support, then choose Log Files. A Quicken Log Files window will open.
3. Click on OFX log. A View OFX Log window will open.
4. Click on Save As... at the bottom.
5. Select your Desktop as the place to save it (or a convenient location for you).
6. Click on Connection Log [CONNLOG.TXT] and follow steps 4 & 5.
7. The Financial Institution should look for tag -1. The -1 is an invalid Token. (They should be able to find it using the find or search function of whichever program they use to open the log file and searching for <token>-1).

Thank you!

tbf47

@Quicken Kristina

Resolved

thanks

tbf47

@Quicken Anja

Resolved

thank you