Citibank Credit Cards Don't Sync After Upgrade to Quicken For Mac 7.9.1

Qknfan

I have a direct connection for 2 credit cards through Citibank and have had issues syncing the accounts for a couple of weeks. The error message is #16503. I have Quicken for Mac Classic Deluxe 7.9.1. Ever since I updated to 7.9, I've had intermittent issues. When I updated to 7.9.1, it became a permanent issue. I looked through the community & can't find an answer. When will this be resolved & how can I fix it? When I've deactivated in the past, it took hours to fix afterwards as everything was duplicated & I've had these accounts for 24 years.

SK2020

I haven't been able to download Citi Cards (have 3) as of today (but could have been earlier, since I last downloaded 8-9 days ago,

SK2020

Worked this morning - the HTTP-500 error resolved with no action on my part. I have direct connect

Jon

It's working again for me too now.

jacobs

Just a note about this — and similar — problems which occur from time to time. They are almost never tied to an update of Quicken Mac, as the title of this thread suggests. It is almost always a problem at the server connection level and so it is fixed at that level as well. Sometimes, it's simply a matter of a financial institution blocking Quicken from connecting and then removing that blockage; sometimes it requires Intuit (Quicken's connectivity provider) to make a change or work with the financial institution, to resolve. But none of that involves updates of the Quicken Mac program. If a problem does occur on the same day, or around the same time, as you download a new release of Quicken Mac, that is almost always coincidental.

AnPann

@jacobs Thank you .. I do appreciate your comments.. But if Quicken provided more visibility into the issue and were more proactive and responsive in dealing with complaints about a product we pay for . then we would need to guess what the root cause is.. this has been going on for a week and there has been no update from Quicken.

jacobs

@AnPann I agree that more and better communication would create a better customer experience. I believe they don’t post more information for several reasons:

• Quicken frequently may not know what the exact issue is, because their connectivity is provided by Intuit. They can report outages/problems to Intuit, but may not get comprehensive information back.
• It takes time for an issue to be actively worked on at Intuit, and even once a root cause is diagnosed, it involves communication with and cooperation from the financial institution to get resolved.
• Connectivity issues involving the financial institution are often not a top priority for the IT staff at the financial institution; they are focused on their internal issues, and providing connectivity to third parties like Intuit/Quicken is just not a high priority for them.
• Even if Quicken finds out that a fix is waiting on the financial institution, Quicken has to be careful not to throw them under the bus by calling out their fault and/or delay. After all, financial institutions can (and occasionally do) decide Quicken is too much of a bother and they drop support for it entirely.
• Even if all the parties are one the same page and working towards a resolution, it’s sometimes hard for the people involved to accurately predict when the issue will be fixed. And such estimates can often be a moving target because that’s the nature of hunting down and fixing some software bugs.

So I think Quicken may often not know the status of an outage they’ve reported, and/or not know when a fix is expected to be complete, and/or not want to harm their relationship with the financial institution — resulting in Quicken not providing status updates on connectivity issues.