Periodically disappearing Transfers creates orphans

xpok

Some process seems to be corrupting transfer transactions that were fine when I entered them. It only affects my transfers that are line items in Split transaction. Apologies for the long post…

BACKGROUND: I have many paycheck transaction that Split into other line items. Some of these line items are Transfers to another account e.g., [Retirement]

Everything works when I enter the paycheck Split transaction. The Retirement account receives the incoming transfer automatically as expected. The two transactions are linked by 'Go to transfer' correctly.

THE PROBLEM: But occassionally, I'll check historical transactions and note that the paycheck Split line has a BLANK instead of Transfer to [Retirement] for a bunch of transactions.

In the Retirement account, the incoming transfer is still there. But when I right-click it and 'Go to transfer', Quicken says that transaction no longer exists, essentially creating an 'orphaned transaction' in the Retirement account.

So far my only fix is to delete that orphaned Retirement transaction, and update the paycheck Split line item from blank to [Retirement] - basically a redo. It's a lot of effort to manually find and correct since I don't know what transactions are affected.

OTHER CONTEXT

On Aug 1, I have a backup where this problem was not present. The last backup I have was from Sep 5 where the problem appears across many transactions and other accounts. I updated Quicken software twice during that time. I recently turned on Quicken Web for syncing about the same time.

It seems to only happen to Split transfers (some but not all). It doesn't happen to non-split transfers (so far).

Quicken support said the only solution is to find the most recent backup and start restart from there as they said something corrupted the file. They said I could not escalate the issue to get more troubleshooting of the root cause.

So, I'm hoping

1. to see if others have this symptom or it's just me
2. if not just me, gather support for Quicken engineering to dive into this issue

Thanks

BTW my case seems similar to this one

https://community.quicken.com/discussion/7938930/matching-transfer-disappeared

Quicken Kristina

Hello @xpok,

To help troubleshoot this issue, please provide additional information. Does this happen only with transfers that are included as part of the split transaction in your paycheck? If so, do you use a paycheck reminder, input the paycheck split transaction into the register manually, or does it download from the financial institution as a split transaction? Did this behavior start after you turned on cloud sync? I can see you contacted Support about unsyncing a file from the cloud; are you doing that to see if that prevents the problem?

I look forward to your reply!

xpok

Hi- responses below

1) Does this happen only with transfers that are included as part of the split transaction in your paycheck?

Yes so far.

2) If so, do you use a paycheck reminder, input the paycheck split transaction into the register manually, or does it download from the financial institution as a split transaction?

It downloads from the financial institution and I have a memorized transaction with the split that auto matches. When the problem occurs sometimes there a bunch of historical transfers (not all) that are blanked. Also the memorized transaction split is sometimes blanked.

3) Did this behavior start after you turned on cloud sync? I can see you contacted Support about unsyncing a file from the cloud; are you doing that to see if that prevents the problem?

Not sure but both were recent. And yes I stopped syncing to eliminate that as a possible problem.

Quicken Kristina

Thank you for your reply,

Please let me know if the issue stops happening with sync turned off, since the troubleshooting is different depending on whether cloud sync is a factor in the issue or not.

Thank you!

xpok

Hi Kristina - over the last few years it happen at some point but hard for me to notice since it's on historical transactions and not all of them. So it's hard for me to even catch. Do you have any advice on how to better detect it? Or are there others out there who have also seen this problem?

Quicken Kristina

Thank you for your reply,

Unfortunately, I'm not aware of any shortcuts to detect when part of the transfer is orphaned. The issue you describe does sound very similar to a known issue where memorized transactions with split transactions that include transfers sometimes have the transfer disappear (CTP-9035). If having sync turned off prevents the issue you're seeing from happening, then you're most likely being impacted by the known issue.

Thank you!

xpok

So far no more issues after turning off sync. I guess I want use Quick Cloud sync but that's unfortunate, since it's a useful feature. I hope you are all able to find the issue and resolve it