Can't set up new connected account

Tim Johnson

I'm running Win 11 (latest updates applied), Quicken Deluxe R60.15. When I try to create a new, connected account with my credit union, Quicken tells me it's having trouble loading the page (to connect to my credit union). I choose my credit union from the list and Q gives me this message. I've tried other banking choices presented and I always get the trouble loading message.

I've set up many accounts in the past. I don't know why this is happening now.

Thanks,

Tim

Quicken Anja

Hello @Tim Johnson,

Could you please provide the name of the Credit Union you are experiencing this issue with? Also, could you please provide a screenshot of the issue you are seeing? 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.

Last, can you please tell us where on your computer your data file is located? Is it located on your local hard drive (C: Drive) or in a cloud-based/external drive (OneDrive, DropBox, USB, etc)?

Thank you!

Tim Johnson

The CU is Meriwest, though I get the same issue when I try any other institution. The first image below is my selection of my credit union.

The following image is the result of clicking the Next button above.

Clicking Reload just redisplays the above after a short attempt to connect to the organization. Trying other institutions results in the same failure to load the next page.

My Quicken data file is located on my local C: drive.

Thanks,

Quicken Anja

Thank you for following up with those details.

To start with, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connected Services. However, I do recommend that you first save a backup file prior to performing these steps.

1. Navigate to Edit
2. Preferences...
3. Quicken ID & Cloud accounts
4. Click Sign in as a different user (or it might say Sign in using a different Quicken ID)
   
5. Follow the prompts to Sign Out
6. Sign back in using your Quicken ID (email) and password

Let us know how it goes!

Tim Johnson

I had already tried the logout/login without any change in behavior when attempting to establish a connection for this new account to my CU.

I went back to my prior discussions and found I had a similar problem before. After a few days, it either resolved itself, or there was a change to somewhere along the line that allowed me to successfully make the connection. I'll keep trying for a few days, and post my results here.

Tim Johnson

I'm still getting the same error window when I try to add my new Meriwest CU account. I looked back at when I had this problem before, and it was on 4/2/2024. I don't know what fixed the problem back then. After waiting a few days and trying it again it worked. It was never known why it started working again. When I tried just now, it was after a Windows 11 update and reboot. Internet access is working fine. It's a puzzle.

Quicken Anja

Thank you for coming back and providing an update, though I am sorry to hear this issue is still persistent.

There are still a few more things we can try for troubleshooting.

Next, I suggest you try clearing Quicken cache. Before doing so, make sure you have a good backup saved and you will need to close Quicken. Then, in your File Explorer, you will need to remove the “Cache” folder from “C:\programData\Quicken”, then reopen Quicken and see if the issue still persists.

Let us know how it goes!

Tim Johnson

After closing Quicken, removing the Cache folder, and restarting Quicken, I found I still get this issue where Quicken has trouble loading the page as I try to establish the connection to my credit union. Again, I see this regardless what financial institution I try. So, it's not just with Meriwest.

Quicken Anja

Thank you for following up again. Since this is happening with all financial institutions, I suggest uninstalling/reinstalling Quicken. Please refer to the following support articles for instructions on uninstalling here and reinstalling here.

However, after you have uninstalled and before you proceed with reinstalling, please open your Windows File Explorer and navigate to This PC > C: Drive > Program Files (x86) and delete the folder titled "Quicken" (doing so does not affect your data files).

After you have deleted this folder, go ahead and try reinstalling.

Let us know how it goes!

Tim Johnson

OK. I've followed the instructions to uninstall Quicken, removed the C: Drive > Program Files (x86) Quicken folder, reinstalled Quicken. I can open my old Quicken database, get through the password I've set up, see my data, BUT I'm then presented with an window that says "Please check internet connection and try again". I click the Retry button and get this same message.

I've verified I have an internet connect. All my apps which use the internet show activity on the internet. How do I get past this issue???? I'm worse off now than I was before!!!

I've tried restarting my computer a couple of times. All other apps are accessing the internet successfully. Quicken is not.

UKR

If you are getting "Oops, something went wrong" or "Check Internet Connection" …

Please check the following list.

• Your browser must allow popups from https://www.quicken.com for chat/phone support selections to function.
• To make sure that Quicken is allowed to update and save its configuration files please check if Windows Defender Controlled Folder Access feature Ransomware protection is enabled.
  If it is, configure it to add Quicken as an "allowed app" without turning off Ransomware protection. Perform the last step in
• https://community.quicken.com/discussion/7857675/faq-windows-defender-controlled-folder-access
• Have you recently enabled a VPN?
  If so, this might be the problem. Try turning the VPN off, reboot with VPN disabled and see if that helps.
• Is there a corporate or otherwise external firewall getting in the way? Contact the IT people maintaining the firewall and ask for permission.
• If you're running Quicken and Windows under a VM, ensure that the VM does not block any incoming or outgoing IP ports.
• 
  If necessary, contact the Antivirus / Firewall vendor's Support Center for assistance.
  
• In Windows 11 or older Windows systems go to Windows Control Panel and select Internet Options (or in Internet Explorer, click on Tools / Internet options.)
  Click the Advanced tab.
  Scroll down the list to "Use TLS 1.x" and click to put checkmarks on all available choices even though some of them are no longer supported: "Use TLS 1.0, 1.1, 1.2 and 1.3 (if available)"
  Turn off "Use SSL 3.0"
  Click Apply. Reboot.
• If all else fails: Try rebooting your network router. When done reboot your PC
• Please let us know which of the above solved your problem.

Tim Johnson

Problem SOLVED!!!

The issue after reinstalling quicken where I was getting the message:

"Please check internet connection and try again"

was in fact due to the Windows Firewall blocking Quicken. I use the Malwarebytes UI to control which programs can and can't send traffic out to the internet. Whenever a new program requests outbound access, I will get a pop-up indicating this, along with pertinent information about the requesting program so I can decide whether to allow this or not. For some reason, I did not see such a notification when I ran the newly reinstalled Quicken. As a result, it was being blocked from transmitting outbound traffic. I temporarily shut off the Windows Firewall and restarted Quicken. This time I was able to process normally including using One Step Update. Interestingly, after turning the firewall back on, and starting Quicken again, I am able to still get all the way through the One Step Update. I believe the initial problem was due to Quicken running the first time after the reinstall to confirm I was a valid user of Quicken.

Having cleared that issue, I was then able to connect to the new account I'd added to my credit union, and that original issue has now been resolved as well.

Thank you all for your help to get me up and running again. You're all a great community.

Quicken Anja

@Tim Johnson Thanks for the update, fantastic news! I'm glad you were able to resolve the issue, and we appreciate you sharing the details here in the Community as it may help others experiencing the same or a similar problem.

Thank you!