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Getting "Online Backup Failed" message

mark.w6mcs

I subscribe to the Quicken Online Backup deal a few months ago. Starting about 4 days ago, when Quicken Deluxe attempts to do an automatic backup, I get an "Online Backup Failed" message.

I did a file validation and I still have the issue. Local backups work fine. Everything else appears to be working OK

I am using Deluxe R59.18 on a windows machine.

Any help would be appreciated - Mark

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Comments

Quicken Jasmine

Hello @mark.w6mcs,

If you don’t mind, could you please provide a screenshot of the error message you described receiving? 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.

Thanks!

mark.w6mcs

Thanks for the reply.

It pops up somewhat unpredictably, but when it happens, I will get a screenshot.

I have disabled the backup function and will have to re-enable it.

Thanks - Mark

mark.w6mcs

OK. I have a screenshot. This is after the most recent update.

Now what? Thanks, Mark

Quicken Jasmine

Hello @mark.w6mcs,

Thank you for providing that screenshot, I do apologize for my delayed response.

Are you still experiencing this issue?

Let me know!

mark.w6mcs

I disabled the auto backup as I am having other problems (CC-800) errors while doing the OSU function on accounts. I have been performing manual backups instead. Once I feel confident that I have a handle on the current Quicken issues, I will enable the function again. I will keep you updated.

Thanks - Mark

Quicken Jasmine

Hello @mark.w6mcs,

Thank you for coming back to update us! Which financial institutions are you receiving a CC-800 with?

Let me know!

mark.w6mcs

Jasmine,

It is a bit more than that but the two financial institutions are Citi and USAA. But there is more to the story.

A couple of weeks ago, after doing a OSU, someone decided to turn off the connections to all my accounts that were not Direct Connect (EWC and EWC+) resulting in not having the ability to update the accounts. All "fixes" suggested within the Quicken Program proved not to work so after doing some research within the community, I decided the best thing to do was deactivate and reactivate the accounts in the Online Service Tab. You think that would work, and it did….for all but 4 credit card accounts..3 in Citi and 1 in USAA.

My wife and I have a total of 4 credit card accounts with City. 3 for me and one for her and accessed through different account sign on's.

The problem NOW is that if I activate my three cards, if I try to activate hers I get a message that my three cards "are not found at Citi and need to be either deactivated or disconnected" and Quicken goes ahead and activates hers and disconnects mine! Same for the USAA credit cards.

To make things simple for me I just leave the 4 credit cards that are the problem off OSU and update manually. They have been deactivated.

I have never had this problem before. Not sure why it started all of a sudden but to be honest, I am getting a bit tired of having to spend time "fixing" things in Quicken. I have been using it since 1992 and have never had as many problems as I have had the last few years.

So there you go, hope it makes sense and if you can figure it out…please let me know

Thanks, Mark

Quicken Jasmine

Hello @mark.w6mcs,

I have reached out to my team regarding this issue for further information. In the meantime, I suggest attempting to connect the accounts with Chase that use a different login, using a different connection method. When you go to add the account(s), you should see an "advanced options" button located in the bottom corner of the sign-in page. You can click that and change the connection method then click "next" and proceed to log in with your information.

Please let me know how this goes!

mark.w6mcs

Thanks for the advice, but the problem is not with Chase. They are with Citi and USAA.

My wife and I both have accounts with Chase and we have no problem with them.

Thanks, Mark

Quicken Jasmine

Hello @mark.w6mcs,

I do apologize for the confusion and miscommunication. I did mean to attempt those steps with your Citi Bank accounts as they do offer multiple different connection options. Do you know which instance and connection method that you are currently using with these accounts?

Please let me know how that goes!

Quicken Jasmine

Hello @mark.w6mcs,

I have reported this issue to my team for further investigation. In the meantime, could 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?

Please let me know once you have done so.

Thanks!

mark.w6mcs

Which log files do you need? I get an error message while trying to send because is says it exceeds the 10 file max. There are 11 that are checked.

Quicken Jasmine

Hello @mark.w6mcs,

Would you please provide a screenshot of the error message as well as which log files you have checked?

Thanks!

mark.w6mcs

I sent the sanitized data file and all the checked files except:

CustomerCentralError.txt

QuickenAuthorizationLog.txt

No screenshot. I told yo previously what was said

Hopefully this is what you need.

Mark

Quicken Jasmine

Hello @mark.w6mcs,

Thank you!