Axos Clearing LLC and Piedmont Advantage CU no longer connecting

Brett Ebert

For over 6 weeks now I can no longer connect to my accounts at Axos Clearing LLC and Piedmont advantage Credit Union. I've been using both with Quicken for years. I have tried to "add new accounts", "reset accounts", etc. Quicken will not connect to either using either method. I've tried de-activating and re-activating. I have uploaded my log files so many times to all involved parties, I've lost track of the count. I've submitted problem reports through the program numerous times. Nobody seems to be willing or able to help; but they can all blame to other guy and say that THEY have to fix it. This has made using Quicken a nightmare since it has gone on so long that now EVERY time I try to do a backup, or quit the program, it reminds me (rubs it in) that my last session did not complete and do I want to try again. I've used Quicken since V2 for DOS. This is the worst condition this program has ever been in. They STILL cannot deliver the promised 8 decimal points for investment tracking. IS there anyone at Quicken that can fix these issues?

Quicken for Windows Version R57.16

Quicken Jasmine

Hello @Brett Ebert,

Due to the nature of these error messages, I suggest contacting Quicken Support directly as an escalation may be in order. 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!


Brett Ebert

Thank you for your response, but I have done that. I also uploaded my log files to them, created a new "test" file and tried again while on the phone with them. Then it seems like nothing has happened since it has been over a week since they asked me to try all that. FYI, while trying the One-Step Update, Axos returns a OL-297-A error, and Piedmont returns a OL-220-A error. If you have any authority to escalate this, I'd appreciate it.

Quicken Jasmine

Hello @Brett Ebert,

Would you mind sharing the ticket number that would have been given to you during your interaction with Quicken Support?

Thanks!

Brett Ebert

I never got a ticket number. All I got was this follow-up email on June 17…

Quicken Jasmine

Hello @Brett Ebert,

Did you reach out to PANC as they recommended?

Let me know!

Brett Ebert

This is a bit of a misstatement by Jeremy from Quicken. He'd had me create a test file and then try to connect. When neither of these would connect, he had me try to connect to "Piedmont Bank". Quicken WOULD connect to Piedmont Bank, but since I do not have accounts there, nothing happened. He then said to reach out to PANC, which is Piedmont Bank. My accounts are with Piedmont Advantage Credit Union, which is PACU. I have called PACU numerous times and uploaded log files to them. They say the issue is with Quicken. So does Axos Clearing LLc. This has been going on with Axos Clearing since the middle of May and with Piedmont since June 3.

Brett Ebert

And another week goes by………..

Quicken Kristina

Thank you for the follow-up,

The specific error codes you mentioned, OL-297 for Axos Clearing LLC and OL-220-A for Piedmont Advantage Credit Union are Direct Connect error messages. The troubleshooting we can do is limited since the error is happening on the financial institutions' servers, which we can't access.

That said, if you haven't done so already, I recommend that you backup your Quicken file, then follow these troubleshooting steps from this article on OL-297 errors:

Update your internet security settings

1. Click the Start button and select the Control Panel.
2. Select Network and Internet, then Internet Options. 
3. Go to the Advanced tab.
4. Scroll down to the Security Section.
5. Verify TLS 1.2 is checked.
   • If it is not, check it. 
   • If it is already checked, continue to the If the issue persists section below. 
6. Click Apply then OK.
7. Try your update in Quicken again.

If the issue persists

If only one bank is showing this error, it's likely a temporary issue; if this is the case, wait until the next business day and then try to update again.

In the meantime, make sure the settings are correct for accepting cookies.

1. Click the Start button and select the Control Panel.
2. Select Network and Internet... ...then Internet Options.
3. Select the Privacy tab.
4. Click on the Advanced button.
5. If available, check the Override automatic cookie handling option.
6. Confirm that First-party and Third-party Cookies are both set to Accept.
7. Press OK, then Apply and OK again.
8. Close Internet Options and try updating Quicken again.

If the issue is not resolved after following the steps above, you will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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, an escalation with the financial institution may be necessary. 

For the error OL-220-A, please follow these steps from this article on OL-220 errors, if you haven't done so already:

Find the financial institution that is causing the error

1. Open Tools > One Step Update Summary to find the bank where this OL error is presented. Also, verify the exact error code you are getting to confirm it is one of the errors covered here.
2. Open the register for this bank account.
3. Click Account Actions (button or gear icon) at the top right of the register.
   
4. Select Update Now.

Wait and try again later

If completing the Update Now process doesn't clear up the issue, try updating your accounts the next business day. This error may be caused by a temporary financial institution server outage or maintenance that may be resolved the next day.  

If the issue persists

If the issue is not resolved after waiting, you will need to identify the connection type of the affected account(s) to determine what next steps need to be taken. To do this, go to Tools > Account List, find the affected account(s), and confirm the connection type in parentheses in the Transaction Download column. 

• Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you ask 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, an escalation with the financial institution may be necessary. 
• Web Connect (Importing a QFX file from your bank's website) - Receiving this error when downloading a QFX file directly from your bank's website indicates an issue with the file itself. You will need to contact your bank to resolve this issue.

I hope this helps!

Brett Ebert

Tried all that, no help. Both accounts are Direct Connect. (Or at least were the last time they worked). Both financial institutions say the problem is with Quicken, and Quicken says the problem is with the institutions. I'm just the client in the middle for all three. It won't be much longer before I'm forced to vote with my wallet and move on from Quicken and these two financial institutions. Perhaps when clients are lost someone will find a way to fix these issues on behalf of their remaining clients before they ALL go away.

Quicken Kristina

Thank you for your reply,

Since Quicken does not have access to the financial institution's servers, and direct connect errors are happening on the financial institution servers, we recommend contacting the financial institution directly. Since you spoke to them and they claim it's not on their end, one other possibility is a file-specific issue. To start troubleshooting for file issues, 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!

Brett Ebert

I've tried all that numerous times; no help.

Quicken Kristina

Thank you for your reply,

Since Validate/Super Validate did not correct the issue, the next step is to restore a backup from before the issue started, and verify if the issue is corrected in the newly restored file.

Please let me know how it goes!

Brett Ebert

I restored a backup file from January and both errors are still the same. Perhaps a better thing to try is for one of you to do exactly what you've had me try. Open a test file and try to "add accounts" at either one of these institutions. You won't get far.

Quicken Kristina

Thank you for your reply,

I sent you a DM. Please click on the envelope icon near the upper right to view your inbox.

Thank you!