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Can't add new Mortgage (Rocket) or Liability Service Finance Company

D Jaeger

Using Windows 11 on a PC with Quicken Classic, Quicken allows me to add all of the data on screens one and two but freezes on the Loan reminder page. I add the reminder and click "Next," but instead of building the loan, it circles back to the previous page.

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Quicken Anja

Hello @D Jaeger,

When you say it freezes, does it hang for a bit before returning to the previous page? If so, about how long does it freeze/hang for? Are you trying to set these up as manual accounts or with online connectivity to be able to download data? When did this issue first start? Do you recall if any thing specific occurred before this started (e.g.: installed new update, ran One Step Update, etc)?

Also, could you please tell us where your data file is located on your computer? Do you have it saved in a folder on your local hard drive (C: Drive), or in a cloud-based or external drive (OneDrive, DropBox, USB, etc)?

Check back and let us know!

D Jaeger

good day. It hangs for about 5 seconds and returns to the previous page. Initially tried to set up “Rocket Mortgage” automatically or as online account. When that didn’t work I tried manual. Neither worked. The issue with Rocket started about 4 months ago and with Service Financial today. Nothing specific happened

My data files are on my desktop and backed up in the cloud as well.

Quicken Anja

Thank you for following up with those details.

Please be advised that while backup files are fine to be saved in cloud-based drives, we do strongly advise against saving your main data file in a folder location that is synced with any cloud-based drive as this can cause permanent data damage and/or file corruption. This could also be the cause of the issue you are currently experiencing. For this reason, we recommend keeping your main data file saved on your local hard drive.

You can review this support article for more information in regards to storing data files on cloud services. While the article specifically mentions DropBox, the information does apply to all cloud-based and external drives.

However, if that is not causing the issue, then to start with, 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!

D Jaeger

So, are you telling me now that the Quicken cloud or online backup I am paying for is not sound and should not be used?

Quicken Anja

@D Jaeger I apologize for misunderstanding. I was under the impression that you were referring to a cloud-based drive such as OneDrive or DropBox or other similar services.

If you're referring to the Quicken Cloud and Quicken Online backup, that is different and the info I provided in my previous response regarding cloud-based drives does not apply and you can skip to just trying the instructions to clear Quicken cache.

Sorry for any confusion!

D Jaeger

After deleting the Cache folder as specified, I restarted the Quicken Classic program, and nothing changed.

I added the data in the "Loan Details" box and clicked "Next." It took me to the "Your Loan Reminder" page - initially setting it up for auto entry at 7 days, clicked "Next." I update the Loan Payment Reminder section to my specific bank, click "done," and it loops me back to the "Loan Reminder" page.

This is what I get for both of the new accounts thus, I can not add it

Quicken Anja

Thank you for following up again.

Have you tried 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!

D Jaeger

Good day. I have uninstalled the program deleted the "Quicken" file, reinstalled the program and it still does not allow me to add any accounts

Quicken Anja

Thank you for following up again, though I'm sorry to hear the issue still continues to persist.

I'd like to see if this may be a data file issue. Therefore, I suggest that you please try validating and/or super validating your data file. However, I do recommend that you first save a backup file prior to performing these steps.

Validate:

File
Validate and Repair File...
Validate File
Click OK
Close the Data Log
Close Quicken (leave it closed for at least 5 secs)
Reopen Quicken and see if the issue persists.

If the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate.Super Validate:

File
Hold CTRL + Shift and click Validate and Repair File...
Super Validate File
Click OK
Close the Data Log
Close Quicken (leave it closed for at least 5 secs)
Reopen Quicken and see if the issue persists.

I hope this helps!