NBT Bank unable to reconnect (Q Mac)

Akafrank

Cannot add any of my accounts. I get the following message:

Did you mistype your sign-in info? Please re-enter your credentials for NBT Bank.

This has been going on for more than a month. Quicken support had me disconnect each account and now I cannot reconnect them. Running Classic on an Imac.

Quicken Anja

Hello @Akafrank,

Internally, we can see you are receiving an FDP-103 error. Have you already tried the error-specific troubleshooting instructions found in this support article?

Be sure not to skip any steps (especially the Keychain Access steps), as skipping steps can make a difference in the outcome.

Check back and let us know! Thank you.

Akafrank

Yes with one of your support reps. Disconnecting the accounts meant I cannot reconnect them. Password correct, NBT bank choice correct. Quicken is aware of it, NBT bank is aware of it but I feel you are each blaming each other. Perhaps you should contact NBT bank and talk to their IT people.

Quicken Anja

Thank you for confirming.

We will be forwarding this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files and screenshots attached in order to contribute to the investigation.

It would also aid the investigation to include a sanitized file when submitting the problem report. A sanitized file is a data file that removes personally identifiable information so you can comfortably share this file with the Quicken team.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue.

Thank you!
(CBT-483)

Akafrank

Still unable to access NBT accounts. Is there a timeline to restore it? The reason I use Quicken is for my bank, without access it is useless. Please advise.

Quicken Anja

Hello again @Akafrank,

I'm sorry to hear that the issue is still persisting.

I did escalate it before posting my last response to you, however, I went ahead and reviewed the ticket and currently, we still need a problem report to be submitted with log files. Please refer back to my previous response for instructions on how to submit a problem report with log files and screenshots attached.

Please check back and let us know when that's done so we can attach it to the ticket! Thank you.

Quicken Janean

Hi @Afrafrank, Are you still experiencing this? We are seeing successfully connections on our end. Please let us know so we can further assist you.

Akafrank

Did you mistype your sign-in info? Please re-enter your credentials for NBT Bank.

Nothing has changed, still unable to connect. Credentials work fine for direct online connection through NBT website.

Quicken Anja

Hello @Akafrank,

Thank you for following up! We suspect that the issue may have to do with invalid credentials being stored within your Keychains.

To troubleshoot this, we recommend deactivating the account(s) experiencing this error, removing the saved login credentials from the Keychain Access app, and then reactivating the accounts. However, before doing so, I do recommend saving a backup of your data file first (just in case). Then, please check and make sure you do not have any hidden accounts that may be connected to this financial institution (and under the same credentials).

1. Go to the Accounts menu and choose Hide and Show Accounts
2. Uncheck any accounts with this specific financial institution under the same credentials that are checked as hidden in Lists

After that, please follow the troubleshooting instructions below.

1. Open the account register and navigate to the Settings gear on the bottom-right corner
2. Click on the Downloads tab
3. Click Disconnect Account (if there is more than one account associated with this financial institution and credentials, please repeat steps 1 through 3 for each account)
   
4. Quit Quicken
5. Open Spotlight Search (you will see a small magnifying glass in the top menu)
   
6. Search for Keychain Access and open the Keychain Access app
7. On the left panel in the Keychain Access app, select Login and select Passwords at the top
8. Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
9. Quit the Keychain Access app and reopen Quicken
10. Navigate to Accounts > Add Account...
11. Use the search field at the top of the list to find and select your financial institution and click Continue
12. Follow the prompts to sign in using your login credentials associated with the financial institution
13. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken

Let us know how it goes!

Akafrank

Unfortunately that did not work, it is the third time I have checked keychain. I did talk to NBT Bank and they agree there is a problem but have not been able to identify anything at their end. Empower is the same thing but that has not worked in a year, then briefly for 2 weeks and now doesn't work also but I believe that is a lost cause and will never be fixed. However, NBT bank is the reason I use Quicken, please resolve this quickly and please consider renewing my subscription for at least 2 years free of charge as I have to enter everything manually.

Quicken Anja

@Akafrank Thank you again for following up!

I understand how frustrating this situation must be, especially since NBT Bank is your primary reason for using Quicken. I appreciate you taking the time to check Keychains and reaching out to NBT Bank for further insight. I also recognize the difficulties you've experienced with Empower and how manually entering transactions has added to the frustration.

One of our developers has suggested a specific set of steps that may help resolve the issue. Please try the following:

1. Open a text editor (such as TextEdit on Mac).
2. Type your username and password into the text editor for easy copying.
3. Open a web browser (Safari or Chrome) in Private Browsing (Safari) or Incognito Mode (Chrome).
4. Go to your bank’s website and navigate to the login page.
5. Copy and paste your username from the text editor into the username field.
6. Copy and paste your password from the text editor into the password field.
7. Click Login to sign in.

After successfully logging in, try adding your account in Quicken:

1. Open Quicken and start the Add Account process (Accounts > Add Accounts…)
2. Copy and paste your username from the text editor when prompted.

Please let me know if this works or if the issue persists.

Regarding your request for a subscription extension, I, unfortunately, do not have the ability to grant that, but I completely understand your frustration. We are here to help get your connection working again so you can fully utilize Quicken without the need for manual entry.

Thank you!

Akafrank

Unfortunately that did not work either. NBT did recognize Incognito mode as a new device but still logged in.

Quicken Kristina

Thank you for your reply @Akafrank,

So that we can continue investigating this issue, our developers requested a screenshot of the successful login on the financial institution website, along with the date/time of that login, and updated logs. To send the updated logs, please navigate to Help>Report a Problem and send a problem report with log files attached.

If you are not comfortable posting the screenshot in this discussion, please include it with the Problem Report. Note: Problem Reports are limited to 10 attachments. If the screenshot would push you over that limit, you can unselect an log file with OLD in the title, or you can send a second Problem Report with just the screenshot attached.

Thank you!

Akafrank

Unfortunately, I have been advised not to send a screen shot either to this website or a problem report as my personal account balances do not need to be made known. You need to contact NBT bank and work out the issue, again they have told me they are aware of it.

Quicken Anja

@Akafrank I have sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

Thank you!

Akafrank

I received an email that the problem has been resolved but I still cannot connect, the problem still exists. Please look into thus further as it has not been resolved. Thank you.

Quicken Anja

https://community.quicken.com/discussion/comment/20481629#Comment_20481629

@Akafrank I took the liberty of reviewing the details on your escalation ticket (# ). Upon reviewing the email that was sent to you please follow these instructions directly from the email you received:
"Please attempt to update your accounts in Quicken as usual. 

If the error persists after attempting the update, please go to Quicken. Then go to Help>Report a problem> send to Quicken. Reply to this email once these steps have been completed, and we’ll investigate further."

It’s important that you respond directly to the email to ensure our team is aware that the issue is ongoing and can take the necessary next steps.

Thank you!

jacobs

I have been advised not to send a screen shot either to this website or a problem report as my personal account balances do not need to be made known.

@Akafrank Just for your knowledge moving forward, when you take a screenshot of something in Quicken or on your bank's website, you can crop the screenshot to a portion of the screen, and you can redact (black out) any personal data like your name, account number or balance. This makes is possible to share information with either this public forum or privately with Quicken Support without fearing you are exposing sensitive personal data.

For screenshots on a Mac, I typically use Command-Shift-4, which changes your cursor to a crosshair and allows you to drag a rectangle of just the area you want to capture. This creates a .png file, which you can open in Preview; in Preview, you can draw lines or rectangles with a black or gray color to cover up any data you don't want anyone to see.

Alternatively, you can use Command-Shift-3, which takes a screenshot of your entire screen. Open the .png file in Preview and draw a rectangle over the area you want to share, then press Tools > Crop (shortcut: Command-K) to crop the image to just the selected area. Then black out any other data you don't want seen.

Command-Shift-5 offers even more options for capturing form your screen, but one of the two mentioned above should be straightforward enough to achieve what you want.