Synchrony savings download each day gives error message on one account

ssmithfl@

Each day, I download Synchrony savings side accounts to update (all cd's coded as checking). Each day, one account says it had an error updating the (same) account, even though it does update the balance and show new transactions. I have tried everything - resetting that account, resetting all (14) accounts, using a co-owner password to access some of them. I have even deleted transactions, deleted the entire account, turned off quicken, logged out, restarted and added that account back. It always gives an error code of some kind (can't find account at synchrony, can't update transactions, etc.). If I delete that account and close it in quicken and update again, it jumps to another cd and starts giving the same kind of messages. If I return the first account, it jumps back to that account (and it isn't the last one I opened, fwiw). Anybody else having this problem for the last month or so?

Quicken Anja

@ssmithfl@ 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!

Quicken Jasmine

[Removed - Mac Instructions]

ssmithfl@

Hi, thanks for the suggestions. I should have mentioned I work from a windows desktop, not an apple phone, but I was able to uncover any hidden accounts and make sure all 23 accounts were deactivated from download. I even went into Chrome and deleted my synchrony passwords there just for good measure, but don't see anything like your keychain app in windows. I logged out, did a hard reboot on the computer for good measure, and sent quicken in search of the accounts. It eventually found them all (after 4 partial captures), and, drumroll, nothing changed. The same cd account downloads and reflects a correct balance, but it sends an error message that it wasn't updated. I went back to using one login name for one set of 7 accounts and my other login info for the other 11 so that now it only claims that 7 can't be updated instead of the 18 when I turned the computer back on. Long story, no change in my problem, except that now 2 other cd balances don't match Synchrony's portal - so it duplicated a december interest payment on each of 2 cds, so the interest payments match the online portal, but the quicken balance doesn't match the synchrony balance. I guess an opening balance had a duplicate interest payment added to them, but that's a search for another day. I'll wait awhile and see if anybody else reports having a synchrony problem (that's usually the outcome when things go wrong with them), and then follow up. I don't want to ask support to help, because they'll just lead me through the same maze I just finished, I suspect. Thanks for trying, though.

Quicken Anja

Hello @ssmithfl@,

I went ahead and moved your post to the proper Windows category as it was posted in a Mac category.

Since the instructions that were previously provided were for Quicken for Mac, below are some troubleshooting instructions for Quicken for Windows instead.

I know you said that you would just wait a while, so no rush in trying these steps if you want to continue to wait. However, when you are ready to pursue further troubleshooting, I suggest that you try to deactivate all accounts for this financial institution, then force Quicken to "discover" all available accounts and see if this will help resolve it. Please, follow the instructions below in order to do so.

1. Open the Account List in Quicken (Tools > Account List OR Ctrl + A)
2. If present, select the Show Hidden Accounts checkbox at the bottom of the Account List
3. Edit each account with this financial institution to Deactivate (or Remove From One Step Update) on the Online Services tab
   
4. Click on the General tab and remove any info displayed in the Financial Institution, and Account/Routing Number fields. Note: The account must be deactivated first before these fields can be edited.
5. When finished, close the Account List
6. Close, then re-open Quicken
7. Navigate to Tools > Add Account 
8. Walkthrough this process as if you were going to add a new account, providing the login credentials and answering any security questions/processes presented until you reach the screen where Quicken displays the Accounts Discovered at the financial institution
9. Very carefully LINK each of the found accounts to the appropriate account you already have set up in Quicken.

Once that is done, see if the issue still continues to persist.

Hope this helps!

ssmithfl@

Thank you for your suggestions. (Sorry about posting to the wrong forum.) I very carefully followed your instructions (unhid all accounts, disconnected the 18 accounts with web connect linkages, removed all bank and acount numbers (routing numbers disappeared when I disconnected the downloads)) - I even removed bank and account numbers from 4 closed accounts as well - closed it out (but I did a practice update and even a file validate/repair app run twice - no data errors, before closing). I opened it, one-step updated all the accounts except for the bank in question just to be sure, validated data again, then sent it in search of the synchrony accounts. It found all 18, I linked each one very carefully to the existing account. It seemed happy. I then ran the one step update program - and the original error returned. No change, no improvement. (Actually, it's giving the error for one of my joint accounts, but I already know if I change the joint ones back to the alternative credentials, I'll end up with the same original error on one of the remaining accounts only using my credentials. Been there, done that, seen that result again and again over days and days. The main new thing in your suggestion was purging the bank and account number fields in the general tabs, but that failed to gain any new ground. What is my next step - contacting support and doing it all again for them (2 hour round trip to do it) - or can this thread be escalated somehow to give them a head start into looking for a solution? Thanks for your help, wish it had worked.

Quicken Anja

Thank you for following up with the results, though I'm sorry to hear that you are still running into the same problem.

Internally, I can see that you received a server error yesterday. However, there does not appear to be any error codes occurring for your attempts to connect from today. If you don't mind, could you please provide the exact error code(s) and/or message(s) you received after troubleshooting?

Thank you!

ssmithfl@

I just ran a onestep update again. At the end, I get a Dialog box saying Connectivity Problems, Synchrony Savings, and then my account name for a a joint account that includes the numbers -0425. "This error could also occur if there is a temporary server issue." I click "Next, continue troubleshooting" and it asks "Have you recently closed this account?' I answer No, continue troubleshooting Next, then get "Have you recently changed your account name?" I now say no, it activates a one step update just for synchrony, then sends a "oops there is a connection problem" CC-502. I give it the name and password, and it tries again to activate one step update, tells me it finds 17 (not 18) accounts and doesn't offer any options except saying don't add to quicken. I click next, and then it says Account Synchrony CD [name, including -0425] was not found at Synchrony Savings. You should disable this account from One step update.' I click next, and get the message "Connectivity Problems. Synchrony CD [specific name with -0425 was updated and you should get this problem no more - the screen went away after a few before I could copy the full message, sorry] The update summary appears and has no mention of synchrony updating at all. So, now I go to the account register for -0425, click update in the pull down menu upper right on the desktop, and get the original Connectivity Problem, Synchrony Savings -0425, etc. It says try again in a few days, and then opens the One Step update summary and says Synchrony Savings CC-506 - 18 accounts. Quicken is unable to update your account because the account was closed or its nickname was changed. HOWEVER, if I hover over the 18 and read the list that pops up, the very first line is the account in question, with the name, 'no transactions to review' gives a correct online balance, but with yesterday's date 12/19, not 12/20, like the rest of the list shows. So next I choose the 'fix it' (reset the account) option, it looks for the accounts, finds this one (along with the other 17) and gives me only the link to existing account option and only for -0425, but when I click it, no menu pulls down, so I click next, it updates the accounts in a one step, and then gives a connectivity message saying "the connection has been restored and the error should occur no longer." I close the dialogue box, click one step update for everything, and then receive the message in sentence two of this post about account -0425 (and notice that the clock says Feb. 1 again and there is a groundhog outside my window). BUT, this time, when I look at the one step summary, it shows unable to update 18 accounts message, but the pull down menu still shows -0425 at the top of the list, but NOW the date is today, 12/20, matching all the other entries. So it updates, but pretends it doesn't. At this point, it seems more an error in the message, not in the account transactions per se - but if memory serves me (and I'm not going to do this unless you ask me to), if I go in to the characteristics for that account and disable the downloads like it suggests early in this message to do, I'll end up getting the same series of messages, just with another of the accounts substituted instead. Confusing enough yet?

Quicken Anja

@ssmithfl@ 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!