I cannot connect to Fidelity or Wells Fargo, but can to Chae

Marathon1948

VERY frustrated. Have edited links multiple times but when I try to update I only get a spinning wheel. Help please!

Quicken Kristina

Hello @Marathon1948,

To help troubleshoot this issue, please provide more information. When did this issue first start? Is this happening when you run One Step Update (OSU)? If not, when does this issue happen? If this does happen during OSU, does it happening only when trying to update all financial institutions at once, or does it also happen when updating one financial institution at a time? What do you mean by "edited links multiple times"? When you get the spinning wheel, how long do you let it spin? Does it finish on it's own, or do you end up forcing Quicken to close?

I can see that you contacted Support about this issue, and they had you make a copy of your file and try reconnecting one of the problem financial institutions in that newly made copy, but since the call ended while still waiting for it to update the account, it's uncertain if that solution corrected the issue or not. They also recommended restarting your computer. Did any of that troubleshooting help?

I look forward to your response!

Marathon1948

The inability to update at all started last week after a Chat session with support trying to identify why Account Balances did not match Banks, starting with Barclay. After saving a backup, I deactivated the account under Online Services. I unfortunately lost the Chat and when I tried to reactivate the account, the inability to Update arose.

Problem is with OSU and when individually trying to update Fidelity. For now I can no longer connect with Wells Fargo. Edited links means under Account List, Online Services. I let it spin at least 10 minutes but have tried overnight without success. It does not finish on its own for Fidelity or OSU: I have to use End Task under Task Manager.

Chat solution yesterday did not work nor did Restarting the Computer.

Thanks!

Quicken Kristina

Thank you for your reply,

You mentioned you saved a backup just before the issue started. Have you tried restoring that backup?

Thank you!

Marathon1948

yes I did

Quicken Kristina

Thank you for your reply,

I'm assuming that restoring the backup didn't correct the issue.

Do you usually connect to Wells Fargo using Express Web Connect + or Direct Connect? You mentioned that you're currently not able to connect at all; are you unable to connect using either method, or have you tried only one connection method so far?

If you haven't already done so, please backup your Quicken file, deactivate your Fidelity accounts, then add them as new accounts by going to Tools>Add Account, and following the prompts, making sure to add as new rather than link to the existing. Doing this can narrow down if the problem is affecting your entire file or if it's just some particular accounts that aren't able to properly connect/update.

Please let me know how it goes!