Investor 360 not downloading

Aspencat1

For windows 360 Quicken business and personal. Within the last week downloads stopped working. Tried to reset when that didn't work tried to deactivate and the set up. Quicken will not connect saying try again. I can connect directly with their website no problem.

Quicken Jasmine

Hello @Aspencat1,

We have forwarded this issue to the proper channels to have this further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and screenshots (if possible) attached to contribute to the investigation.

Thanks!

(CBT-422)

Aspencat1

Can you please tell me how to get the log files and a sanitized data file?

Propinquity

Hi, maybe this will help some people who have the issue I have. I have Investor360 and was constantly getting a pop up message that my accounts would not update —the error message was I needed a PING ID from Investor 360, and the PING only occasionally would show up. Yet sometimes my accounts would randomly update on their own. Or never. (I have Quicken for Mac). With endless conversations with Quicken tech support I was told that Quicken no longer supports Investor360.

My financial broker set up a long session with tech support at Investor360 a few weeks ago and they said if you have VERIZON as your provider, this will be an endless problem because Verizon doesn't like investor 360. So they manually showed me how to get a PING ID to my cell phone instead of my computer and that seemed to solve the problem. Until this morning — and now I'm getting those big orange circles next to my account saying they can't resolve anything. HOWEVER, at the exact same time — Quicken actually updated my accounts anyway. But I still have the orange circles. I'm not a techie, so this is about the best I can do in explaining, but it doesn't sound like Quicken is aware of the Verizon issue

Deb1507

I am experiencing the same problems since October 29. I can use investor 360 if I log onto my account directly, but it is not working with Quicken anymore. I am on a Windows platform with Verizon as my Internet provider I have sent in my sanitized data log

Quicken Jasmine

Hello @Deb1507,

Thank you!

Aspencat1

I've asked for instruction on how to find the log file and to create a sanitized data log but have not yet heard back.

I've tried to reset the accounts but that doesn't work. If I deactivate the accounts that are not working and then set them up again, it will connect but where I should be able to say link to existing account the list is blank. The only option is to create a new account so I skip those.

It appears that the problem is with the download type. I have several accounts the ones that are set as express web connect work but some are set as direct connect. Can anyone tell me how to select or change the download type?

I have Verizon and do not have any issues getting the ping ID for those express web connect accounts. I have an android phone so perhaps propinequity's issue is with an Iphone.

Aspencat1

I just tried again to reset those accounts that have direct connect and now I get an error message saying that Investor 360 is not working with Quicken but the express web accounts do work.

Quicken Jasmine

Hello @Aspencat1,

As stated in my original response, you can submit your log files, sanitized data file, screenshots, etc by navigating to Help > Report a problem within your Quicken application.

I hope this helps!

Deb1507

today my download from investor 360 worked with Quicken so maybe the issue has been resolved

Aspencat1

The download issue has been resolved. There are two different download types but I can live with the. The issue now is the one of the account, which is an investment account set it's self as a brokerage account and so now I have lost the register. It only shows a list of the securities and a couple of grafts. How do I change the account type so I can get back to a register?

Quicken Jasmine

Hello @Deb1507 and @Aspencat1,

Thank you for coming back to update us, I am happy to hear that the issue has been resolved!

I suggest deactivating and then reactivating all of the accounts with Investor 360 to see if the account type reverts back to normal. You may follow the instructions below, it is recommended to save a backup (just in case).

1. Open the Account List in Quicken (Tools > Account List OR Ctrl + A)
2. If present, select the Show Hidden Accounts checkbox at the bottom of the Account List
3. Edit each account with this financial institution to Deactivate (or Remove From One Step Update) on the Online Services tab
4. Click on the General tab and remove any info displayed in the Financial Institution, and Account/Routing Number fields. Note: The account must be deactivated first before these fields can be edited.
5. When finished, close the Account List
6. Close, then re-open Quicken
7. Navigate to Tools > Add Account 
8. Walkthrough this process as if you were going to add a new account, providing the login credentials and answering any security questions/processes presented until you reach the screen where Quicken displays the Accounts Discovered at the financial institution
9. Very carefully LINK each of the found accounts to the appropriate account you already have set up in Quicken.

Let us know how it goes!

Aspencat1

Done, Now all of my IRA's along with the brokerage account do not have a register. In addition I tried to setup my 529 accounts but they are not found at Investor 360.

Quicken Jasmine

Hello @Aspencat1,

Due to the troubleshooting steps having failed to resolve the issue, that leads me to believe that this issue may be related to our current investigation with Investor360. Would you mind submitting new logs for further investigation? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments. Please remember to redact any personal information as needed.

Please let me know once you have done so!

(CBT-422)

Aspencat1

I sent in the logs yesterday but will be happy to do it again if you need.

After playing around with the new screens rather than registers I see that I can still make adjusting entries if need be so this will work for me. Thanks for all of your help.

rcmk165

try adding your accounts through "Investor360" without the space. I see that "investor 360" is not listed on the add accounts choices any longer. I have my accounts added both ways because one or the other is always not working. i really think it's a problem with the brokerage reporting. Honestly best to just use investor360.com for the most accurate information.

Mat Vega

No change from my prior note. On Quicken Mac, Investor360 gives 16503 error when trying to update downloads. I can reconnect as new accounts and get updated, but errors again 16503 when I try to update.

Quicken Jasmine

Hello All,

Thank you for providing more information. This issue has been reported and we will update you when new information is available.