Schwab connectivity issue

samirpatel

I have been having problems with Schwab connectivity issues for several weeks. I first noticed it when I had to change my login name on Schwab because of a security issue.

I keep needing to re-authorize the connection (CC-506) for several of my accounts. But it seems to happen with my checking account most of the time.

I've spent time with a CSR on the phone, and have tried the following:

- Resetting affected accounts
- Removing connectivity associated with all Schwab accounts
- Validate/Repair; Super validate/repair
- Resetting secure connections on the Schwab side
- Creating a copy of my Quicken file & re-setting connections for all financial institutions.

The CSR told me (about a week ago) that it might be on the Schwab side. No other accounts are affected.

Any help would be appreciated.

samirpatel

A further update on this - I am now seeing CC-501 errors (I've seen these before as well).

samirpatel

I am now also getting

Sorry, the sign in failed due to time out or a connection error.
Select Sign In to authenticate via your web browser.

Quicken Kristina

Hello @samirpatel,

To assist with this issue, please provide more information. Are the problem accounts all under the same login ID with Schwab? Is the checking account that's giving you trouble linked to a brokerage account in Quicken? To check this, go to Tools>Account List and click the Edit button next to the account name. If it is a linked checking account, the Account Details screen will look similar to this sample image:

I can see that you reached out to Support via chat today and they had you use a test file. They also made reference to an earlier test file. If you haven't already done so, please make sure that your Schwab accounts are deactivated in those test files (and in the copy of your file that you mentioned, unless you're now using that copy as your main Quicken file). Having multiple Quicken files attempting to connect to the same accounts can sometimes cause issues or make existing issues worse.

With the "sign in failed due to time out or a connection error" message that you reported seeing today, when in the process is that happening? Is the browser window to authorize through Schwab's site popping up? If it is, are you seeing the error after you've successfully authorized through Schwab's site, or are you getting roadblocked by an error before you can successfully authorize?

I look forward to your reply!

samirpatel

I have done a lot more debugging. I think the problem is that that the volume of data that's being sent from Schwab to Quicken may be causing the issue.

All the errors (C-501, CC-506, Failed to sign-in, only a subset of accounts showing up when connecting/re-authing) are likely symptoms of this.

What I have:
- Schwab login-1: 5 accounts (1 checking, 1 SMA brokerage, 2 brokerage, 1 brokerage IRA)
- Schwab login-2: 5 accounts (1 checking, 1 SMA brokerage, 1 brokerage, 1 brokerage Roth IRA, 1 brokerage IRA)
- Schwab login-3: 4 accounts (1 checking, 1 SMA brokerage, 1 brokerage, 1 Roth IRA)
- Schwab login-4: 5 accounts (1 checking, 1 SMA brokerage, 2 brokerage, 1 Roth IRA)

Login-3, and Login-4 have never had issues.

I've seen these issues with login-1, and login-2. What I have been able to get to work consistently now is login-1 and login-2 if I don't link the SMA brokerage accounts.

What I did: cleared out all Schwab connections, and then added back in the accounts associated with login-1 and login-2 one at a time. If I try to add in the SMA brokerage accounts for either login-1 or login-2, the connection times out.

The SMA accounts are associated with an external advisor, which is managing ~600 securities in each of these accounts.

samirpatel

Some more debugging: I attempted to add in the SMA (separately managed accounts) accounts for Login-1 and Login-2. This resulted in being unable to connect to the Checking accounts. So, I went in to Add Account; I unchecked the SMA accounts. This allowed the connections to work.

So, my current hypothesis is that trying to link with the SMA accounts in Login-1 and Login-2 is interfering with the Schwab connection, and creating the various other symptoms that I'm seeing. What is peculiar is that things work fine with the SMA accounts for Login-3 and Login-4.

samirpatel

1 more piece of data: for Login-1, I disabled all connections between Schwab and Quicken. Then I only connected the SMA account. In trying to download transacations after that, I got an error message indicating that things had timed out.

This all points to the SMA accounts being the issue.

Quicken Kristina

Thank you for your replies,

When you tested with only the SMA account, did you link to the existing account or add it as a new account in your file? If you linked to the existing account, then I'd recommend that you backup your Quicken file and do the same test again, but adding it as a new account. Doing so can help determine if it's an issue with the account in your file or if it is something with the connection/data being sent.

Thank you!

samirpatel

I'm now focusing on the Login-1 account only now. It has 4 Schwab accounts associated with it already (the SMA not being one of them). I am trying to connect the SMA account.

Independent of whether I go through Tools/Add Account, or from Edit Account Details/Online Services/Set up Now , I get a timeout.

The Schwab interface has "Your accounts have been authorized successfully!" For several minutes, I gett the spinning circle wiht "Use the bank-hosted sign-in form in your browser window to authorize downloads." Quicken eventually times out with "Sorry, the sign in failed due to time out or a connection error. Select Sign in to authenticate via your web browser."

I believe that Schwab uses EWC+, with Intuit as the aggegator. Is there any way to turn on logging on your side when I try to connect to see where things are dropping between Schwab/Intuit/Quicken? Also, if there is logging on the client side, happy to turn that on to see if we can troubleshoot.

Also - happy to run a debugging version of Quicken to try to trace this. I'm in the bay area, and can go to the Menlo Park office to work with developers if that would be helpful.

Quicken Kristina

Thank you for your reply,

I forwarded this issue to the proper channels to be further investigated. I can see that you already went to Help > Report a problem and submitted a problem report with log files attached in order to contribute to the investigation.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience!

Thank you.    

(CTP-11032)

samirpatel

I have spoken to the folks at Schwab; my contacts there have been working with the development team to trace this issue. They believe it is on the Quicken side, and are debugging further.

samirpatel

From the Schwab development team. Help from 2nd tier Quicken support would be appreciated.

========================

Following up on your conversation with Rena regarding the Quicken account links.

I have spoken with our technical support team and reviewed the information you had sent to Rena.  The data issue you are encountering is happening on Quicken's side and it will be best to contact Quicken's tier 2 support for assistance.  

I can certainly understand that this is a frustrating issue to work with though per Quicken's instruction to Schwab, any issue that is not Schwab login based must be handled through Quicken.

If further questions arise please contact Schwab's tech team for assistance via 800-435-4000.

ScottBla

FWIW…I've been having similar issues for a while. I have 3 accounts (Brokerage, Checking, EAC) at Schwab all under the same username. It used to be the case, that all 3 of them sync'd under the same Quicken connection (not sure of terminology). Then, it started having problems that needed "fixing" on one of the accounts, so I picked the reset option. After that, it looked as if Quicken had 2 connections to Schwab (1 for the newly reset acct, 2 on the other). That was several weeks (months??) ago. Since then, I think other accts have needed "fixing". Over the past few weeks, when I try to do a reset, Quicken doesn't seem to see all 3 of the accounts when coming back from the Schwab auth flow. Today, I tried deactivating all 3 of them and re-adding the accounts, but it only did one of the accounts at a time…and it wouldn't find the EAC account at all. So, I might have the Brokerage & Checking accounts connected, but I don't know if it really works yet?

Then, there are the issues with some weekly transfers between that Checking account and an account at another institution…one side or the other seems to be missing those transfers sometimes (making it painful to match things up), but I imagine that's a different problem… ;)

samirpatel

I spent 4.5 hours troubleshooting with a Schwab rep on Friday. We worked together with share screening. We were able to get things to work, but then the same error messages about not being able to connect showed up on Saturday. We tried a number of permutations, but here is the one that worked. I'm not sure if all of these steps are necessary, though. Note that I am on Windows 11, and I use Quicken Deluxe.

1. Make Edge the default browser. Apparently, there are some reports of issues associated with Chrome.
2. Disconnect all the Schwab accounts from Quicken (through the "Edit Account Details" flow)
3. Ensure that you are not sycing with Quicken Mobile & Web (through Edit/Preferences/Quicken Mobile & Web)
4. Logout and log back in from your Quicken ID (from Edit/Preferences/Quicken ID & Cloud Accounts/Sign in as a different user)}
5. Create a new Copy (Edit/Backup or Copy File/Create a copy or template). Note that this will disable ALL connections between Quicken and financial institutions. These will need to be re-created in the Copy file
6. Link the accounts through the Tools/Add Account flow. In the case of the offending SMA account, we choose not to link to the existing account, but to create a new account. Note that only 90 days worth of data will be sent by Schwab. In case, the SMA accounts had been opened 5 weeks ago, which is when the problems started.

Hope this helps. I'm still troubleshooting …

samirpatel

I left a comment, and then edited it. It looks like this portal blew it away. Here it is again.

I spent 4.5 hours troubleshooting with a Schwab rep on Friday through screen sharing. We got things to work, but the same error showed up on Saturday. Here is what we did (note that all steps may not be necessary):

1. Make Edge the default browser; there are some issues with Chrome
2. Disconnect Schwab accounts from Quicken through "Edit account details."
3. Ensure that you are not sync'ing with Quicken mobile on the cloud; this is known to cause issues.
4. Logout & login back into Quicken ID (Edit/Preferences/Quicken ID & Cloud Accounts)
5. Make a Copy of the file (File/Copy or Backup File/Create a copy or template). Note that the Copy file will disable connections to ALL financial institutions.
6. In the Copy file, re-link the accounts. In the case of the offending SMA account, we choose to create a new account from scratch. Note that Schwab only downloads the last 90 days, but in my case, I had opened the accounts 6 weeks ago.

Hope this helps; I'm still debugging.

But from @ScottBla's other thread, it looks like other people are having similar issues.

samirpatel

I reset things again by making a copy. And I ran into the same error with Schwab indicating issues with my Checking account. Instead of disabling/re-enabling this, I decided to:
(1) Disconnect all Schwab accounts from Quicken
(2) Establish connections with all but the SMA account (and included the Checking account in the connection)

This works fine.

So, there is some interaction between the Checking account and the SMA account, but Quicken seems to point to the Checking account. However, I believe it is the presence of the SMA account that is causing the issue.

@ScottBla - if you try disconnecting the EAC account, does everything else connect correctly?

samirpatel

@Quicken Kristina - any thoughts on the above? This seems to be related to

https://community.quicken.com/discussion/comment/20453452#Comment_20453452

Quicken Kristina

Thank you for your reply,

It's possible, but it looks like they're referring to a different type of account.

Thank you!

ScottBla

I'll take a look to see if your steps help me. When you talk about not sync'ing with Quicken mobile with the cloud, do you mean just during this fix-up process? Or in general? What types of issues?

For the account, I'm not sure what "SMA" refers to, but the "EAC" is the "Equity Award Center" where stock grants from my employer (that are part of my compensation) are managed. So, there are RSUs (Restricted Stock Units) in there along with company stock that has vested from those RSUs over time.

I've been playing around with other financial dashboard apps. I think I got Simplifi to work yesterday and I think that Monarch & Personal Capital/Empower are both working now. Maybe I'll have better luck through Quicken Classic now ;).

Thanks!

samirpatel

@ScottBla - the SMA is a Separately Managed Acct, which is administered by a 3rd party (Creative Planning in my case).

I was able to get things to work last night by re-establishing a connection after the failure. But I saw that there was a new update to Quicken this morning, in which they have fixed a few bugs. I'm trying that out now.

samirpatel

Things seem to be working now, but I often see failures after after-market or overnight when servers update.

I'll report back on this thread tomorrow.

samirpatel

It appears as if the changes I made and/or the Quicken update have resolved my issues for the moment.

Quicken Kristina

Thank you for the update,

I'm glad to hear the issue seems to be resolved for now.

Please let me know if the issue returns!

ScottBla

FYI…

I finally got to testing things out. The last time I looked at it, I'd disconnected my EAC account and managed to get Checking & Brokerage accts reconnected before. Today I fired up Quicken, applied the latest update and sync'd. Then, I reconnected the EAC acct and it let me know that it'd missed some transactions. So, I manually entered a few missing transactions.

And that reminded me that Quicken can't properly interpret the transactions it gets from Schwab related to my EAC and stock vestings…but that's the subject for a different thread ;).

samirpatel

quicken kristina

This broke again on 10/4. The Citibank issue from last week affected me as well. I was able to connect with Citibank Friday morning. In the subsequent download, the Schwab connection for "login-1" started to behave the same way that it had previously. After trying a few things, I eventually disconnected the accounts associated with login-1, and re-connected. The connection happened, but I did not see that login show up in the "One Step Update Summary" despite several attempts to connect on Friday 10/4. I got on with Tier 2 support at Schwab again, and we ran through several other options. No luck - it seenmed to download, but "One Step Update Summary" never shows this info.

I tried things again this morning (10/5). Now, multiple accounts from different financial institutions are getting CC-501 errors. I've tried a bunch of different thinngs; same behavior.

I've submitted an error report through the app.

samirpatel

@Quicken Kristina ^^

Quicken Kristina

Thanks for the follow-up,

The issues you mention from the 5th are likely part of a more wide-spread problem. Quite a few customers were reporting issues with CC-501 errors (multiple financial institutions) as well as EWC+ accounts not downloading.

For the issue you mentioned from the 4th where you weren't seeing that specific login reflecting in the One Step Update summary, when you look at the account itself, does it show the correct Last download date/time? (see sample image below)

Thank you!

samirpatel

No it doesn't. There is no info about "Last download."

Is there a post that I can follow along for the more wide-spread problem?

samirpatel

@Quicken Kristina

samirpatel

@Quicken Kristina

Now, none of my financial institutions are showing up in the "One Step Update Summary". I don't see any CC-501 errors either. I've submitted a report through the app.

samirpatel

@Quicken Kristina

Looks like there is a new version of Quicken; I've updated to that. And I made a copy with "Create a copy or template" and re-established connections with all my financial institutions. The One Step Update Summary still does not show any of my accounts as being updated. In the Account List, the "Last Download" shows "Not Available." I am sending this through "Report A Problem"