How to resolve the "You are about to sync a file which has older data than the cloud."

TazMan81

I am using Quicken Deluxe on Windows continuously receive the below error. While I do sync my data to the cloud, I only view the information on my mobile device, I do not enter any transactions on the mobile device.

Since I know the data on my computer is the most recent, I will choose "Yes". When I do this, all of the dollar amounts within the mobile app will double. Then if I try to sync again, and I receive the error again, if I select "yes" again, then the values within the mobile app will be tripled, and so on.

I've also tried the "Reset Mobile Data Link" within the settings. This seems to work for the very first sync where everything on mobile will match what is on my desktop (and be up to date with whatever I have recently entered on the desktop). Then typically within 1-2 days, I will get the error again with the exact same results as described above after I have entered new data in the desktop app, again having not entered any data or made any changes on the mobile app.

I wish I could say that I could pinpoint some type of major change I have made, but there has not been any. I've not restored from backup nor have I done any updates from the mobile app (or the mobile web tool). Has anyone ever run into this issue, or have any other suggestions for resolution?

orion1950

I am experiencing the exact same issue…

Quicken Kristina

Hello @TazMan81 and @orion1950,

Aside from the message saying the file has older data than the cloud, are you getting any other errors? Which version of Quicken are you using? You can check this in the desktop application by going to Help>About Quicken. Are you using the mobile app on an Android device or an Apple device? Is the device a tablet or a smartphone? Which version of the mobile app are you using?

If you haven't already done so, have you tried resetting the cloud in your Quicken file? To do that, from the desktop application, go to Edit>Preferences>Mobile & Web, then click the blue Reset your cloud data link.

I look forward to your reply!

TazMan81

Orion: glad to hear I am not alone but am sorry you are facing this issue as well. Hopefully we will get something here that is a good solution.

Kristina: I am using the following:
Window: Version R59.18 Build 27.1.59.18
iPhone iOS: Version 7.4.1 (29448)
iPad iOS: Version 7.4.1 (29448)

I do not receive any other errors in Quicken on the desktop or in the app. The only error is the one above in the desktop when I sync data. I have tried using the reset feature mentioned above. It allows the data from my desktop and my mobile app to sync without the error and match, but it only does this for that initial sync. Usually within 1-2 days, after I have enter more data into my desktop app, when I hit sync, I start to get the above error again. Also want to reiterate that I do not enter any data into the mobile app (on iPhone or iPad), I only use it to view the balances in my account and in my budget. Thank you.

Quicken Kristina

Thank you for your reply,

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!

crwalejr

This is exactly the reason I no longer use Quicken Cloud/Mobile services. It is totally unreliable and causes more problems using Quicken than it is worth. Every time I have tried using it, problems like this eventually occurs and I have to go through the procedure Kristina wrote. The fix works for a while but then "something happens" and you have to repeat the procedure. When I say EVERY TIME, I mean every time. Unless you enjoy going through the procedure that was advised by Kristina, I would advise everyone to quit using this! It is a worthless feature of Quicken.

lfrench

Quicken is great but without the mobile service I would find it useless. I too have run into this issue more than once which causes huge issues recreating transactions. I don't use the bank link as I want to see my transactions real-time; not when the bank posts them.

Quicken, please prioritize a fix for the mobile sync feature. This will result in a much more robust product.

TazMan81

@Quicken Kristina

I did the instructions above. It gave me the same results as when I just "refresh" the data file. So after I followed the above instructions, I was able to sync the updated file. I then went to my mobile devices, logged out, and logged back in on each one so that it would "see" the new file. All the data looked appropriate. Fast forward one day, I entered new transactions into Quicken on my Windows PC. As a reminder, I never enter transactions on the mobile devices. After I have entered these transactions, I try to do the cloud sync so my data in the cloud is up to date, and I get the same error again. So I said "yes" to replace the cloud data, and it basically duplicates the dollar amounts in my mobile device (even though everything is correct in the windows version). What are the next best steps for resolution? Thank you.

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) 

TazMan81

Wanted to share an update today, even after my last message. After completing the "manual steps" @Quicken Kristina outlined above, I had originally received the error. So that day, I just closed back out of the file and reported so as per above. Today I came back into the Quicken File on my Windows computer just to enter transactions as I do every few days. I received a popup message indicating my cloud file is not correctly sync'd and so it was being repaired. It said this can happen if Quicken is opened on more than one computer (which in my case it is not). I was not able to screen capture the message because I only caught the tail end of it. Anyhow, when I entered my data like usual, and then hit sync, I did not receive the error I had been receiving previously. So, for those that try the steps above by Kristina, try closing the file and coming back into it to see if it resolves your issue. Of course I still need to verify this over the next couple of days, so will report back with results.

lfrench

I followed the steps provided above. I also reported the issue. One day later I received the message again that the cloud data was newer than the data I was syncing. I performed the steps again and reported it again.

Can Quicken please prioritize a fix?

crwalejr

[Removed - Off Topic/Speculation]