Quick Mobile App / Cloud Synch

G Contini

Ever since the recent update to R59.10 (Quicken Classic / Windows) and using the Mobile App (7.4.1 on Apple iOS) I have been having nothing but problems with one step update and cloud synch. I synch to the cloud - all good. I do a one-step update on the laptop and synch to the cloud - all good. I open the mobile app and refresh the data, portfolio values, enter new CC charges for the day etc. I open the laptop version the next day and do a cloud synch - all good. THEN I try to do a one step update to get latest investment transaction and credit card postings and I get a warning that I am synching a version (laptop?) with older data than the cloud (how can that be I JUST synched). The warning says if I continue it will REPLACE the cloud version (which I JUST synched) with the local (laptop version) and proceeds then to do an ENTIRE REFRESH which takes hours to replace all the transactions for all the accounts (oh and somewhere in there I get an error about passwords not matching (but they DO) and everything SEEMS to finish ok. Another cloud synch works fine until… I try another one step update and the WHOLE MESS starts over again. Is there any advice from the community? Support seems to have gone off on permanent holiday as I have raised this three times with them already! Appreciate any input.

Quicken Kristina

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

We have forwarded this issue to the proper channels to have this further investigated. In the meantime, if you haven't already done so, please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file 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-11444)

Quicken Kristina

Hello @G Contini,

To assist with this issue, please provide more information. You mentioned this started when you updated the Quicken program and the mobile app. Do you remember roughly what day that was? Is there any pattern to when this issue happens? When you open your Quicken, are you opening the program directly, or are you double clicking on a Quicken file to open it?

You mentioned that you've contacted Support about this issue. Did you have the ticket numbers from when you contacted them?

I look forward to your reply!

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Sergio

I do face exactly the same issue and don't know how to fix it. Tried to sign out from mobile and sign in again but the issue comes up again.

This is a new issue from the last versions (desktop or mobile…don't know if both)

Please inform on how to fix it.

Quicken Kristina

Hello @Sergio,

If this is the same issue as the original poster described, is it safe to assume that you've already done a cloud reset and the issue persists? If so, then the next troubleshooting step would be manually resetting your cloud data by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

First, please save a backup of your file. From there, create a new data file (click here to view instructions, and review the section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.

1. Go to Edit
2. Preferences
3. Quicken ID & Cloud Accounts
4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
5. Select the Cloud Account Name used for your main data file and click Delete
6. Type Yes and click Delete

After that, switch back to your main data file (click here to view instructions, scroll down and review the section titled: "How to alternate between multiple files"). 

Once your main file opens, resync your data by navigating to the Mobile & Web tab and clicking on the blue Get Started button, and then the blue Sync Now button and see whether or not the errors you were receiving persist. You can then also delete the new file you previously created as well as its cloud account.

I hope this helps!

Sergio

Just followed your instructions. I will run both laptop and mobile app sync for some time and get back to you. Thanks.

G Contini

hello, I had done those steps for deleting the cloud account and recreating (at least twice as I recall). Works for a few times/synchs then It all goes crazy again.

… on the additional details

• update to R59.10 was done on 8 Oct at about 9:30 AM EDT. The software has not been very stable since then.
• I described the pattern of the issue in the original contact.
• I open Quicken, it automatically opens the last file, which is the one I use 99+% of the time
• I have no ticket number. Contacts to support usually ended with the “Bot” providing nothing but help links an documents, none of which were helpful (or in some cases even relevant)

It looks like the update R59.18 may have resolved the “older version” issues, at least I haven’t seen that one recently. There are still some accounts that are causing issues with synch. I was finally able to speak to a human being today and (fingers crossed) maybe all t accounts are finally synching correctly.. we’ll see how long it lasts.

Sergio

I am frustrated…the issue persists after have done the steps Quicken Moderator had instructed.
My sw version is R59.10 (laptop) and iPhone app is 7.4.1 (29448)…all the most recent updates.
Unbelievable…not know what else can be done

Could it be a cumulative error with the one described in the below link which I am also dealing with?

https://community.quicken.com/discussion/7956144/ongoing-10-10-24-unable-to-launch-quicken-in-quicken-for-windows-bindcontent-application-error#latest

Quicken Kristina

Thank you for your reply @Sergio,

I'm sorry to hear that the issue is persisting. If you haven't already done so, please try manually updating to the newest version of Quicken, R59.18, and see if that resolves the issue. Please follow the instructions in this article to update your Quicken:

https://www.quicken.com/support/update-and-patch-20182019-release-quicken-windows-subscription-product/

Please let me know how it goes!

pjk17

I have the same issue. Whenever I try to sync from the desktop to the cloud, I get the same dialog box telling me that I'm trying to sync a file that has older data than the cloud. The only thing I can do is to replace the cloud data with the desktop data, but then I lose the entries I made in the mobile app unless I manually type them into the desktop app, which defeats the purpose of sync'ing. I am indeed running R59.18 and this version exhibits this issue. I am also having the other issue that @Sergio has as described in this link - wondering if these issues are related?

https://community.quicken.com/discussion/7956144/ongoing-10-10-24-unable-to-launch-quicken-in-quicken-for-windows-bindcontent-application-error

[Edited - Fixed Link]

Quicken Kristina

Thank you for joining the discussion @pjk17,

I'm encountering the BindContent application error, but have not been able to replicate the issues described in this discussion. It doesn't mean the two issues can't be related, but it indicates that if they are, other factors may still be required to trigger the problem.

How often is the warning that you're about to sync a file with older data than the cloud triggering? Is there any pattern to when you see the error? Do you recall when the issue first started?

I look forward to your reply!

Sergio

The only pattern I can identify so far is changing the reconciling status and/or the reviewing status on a transaction in the mobile app. Also, frequently the account balance in the mobile app changes dramatically after registering a new transaction and/or changing the status (reconcile/review).
When that happens the "old version" sync error is likely to show up.

Sergio

I run quicken for windows over a parallels for mac environment. Is @pjk17 doing the same?

Sergio

Updated to R59.18 and the issue persists.

Quicken Kristina

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

We have forwarded this issue to the proper channels to have this further investigated. In the meantime, if you haven't already done so, please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file 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-11444)

Petie P

I also have an ongoing problem with Cloud Synch. When I run my daily update the program more often than not resets the cloud data and I lose all the transactions put in through my phone. The message says something like "resetting cloud data… this normally happens when you are running Quicken on two different computers." I am not running it on two different computers. I have manually reset the data and deleted other cloud files, signed off from my app and signed back in.. I am running R59.18…. This problem has been ongoing for a week or two…

Scott Baines

I am having the exact same issues as described above since the last quicken update. Is there a fix coming out. I have reset my data and the problem still occurs.

Quicken Kristina

Hello @Scott Baines,

The issue has already been reported to our teams for further investigation and resolution. When I check the ticket, CTP-11444, I can see that it's open and in work. No further information is available at this time.

Thank you!

Scott Baines

I understand this has been reported to support teams but this continues to occur. I’m now on the r60.14 release and no change. When will this get resolved? When you have to sync again it takes a while and those are anxious minutes.

Quicken Kristina

Thank you for your reply,

Unfortunately, our teams do not give ETAs. The only information available right now is that the ticket is open and in work.

Thank you!