Citi doesn't show "Last download" date and time on desktop register

McDonaldTech

When reviewing my accounts I'm generally able to see the "Last download" near the top of the screen on my desktop.

This doesn't show up.

It does show on my Chase account and there are others that do not show up either.

I've attempted data repair and logging out of the data file and back in. Nothing helps. I am connected with updates appearing when downloads are completed.

Boatnmaniac

(EDIT: Added a clarification in bold italics below.)

It sounds like you might have a corrupted runtime.dat file issue. One way that can resolve this issue:

Prior to starting the following process, if you have not already done so, is to enter and save the Opening Balance transaction dollar amount into the Memo field for each of your Spending accounts (checking, savings, credit card, etc.). Then backup your data file. Sometimes when changing or adding a connection method to an account the Opening Balance transaction dollar amount will get changed. This is a 1X proactive measure that will make it very easy to identify and fix when this has occurred.

File > Copy or Backup File > Create a Copy or Template (under Advanced Options) > Next > Accept the default proposed file name (ends with Cpy.QDF) or replace it with a unique name of your choosing > Save Copy.

Keep open or open this copied file and use this file going forward. It will be a totally unique data file with a totally unique Cloud Account ID and runtime.dat file. This process can often resolve some data file, Cloud Account and runtime.dat file issues because it is basically starting over from scratch….but with the benefit of all the historical data and file/software preference still being intact.

What will happen during this copy process is that all of the download connections for all accounts will be broken so they will need to be set up, again. Start with one of the trouble accounts to see if the download works properly. If so, proceed to your other accounts and set up the download connections for them. If it doesn't work, stop and report the results (error message, error code, etc.) back here.

If for some odd reason this process fails or causes other issues (it should not) you can always go back to your original data file since it will not be affected or changed at all by this troubleshooting process.

Boatnmaniac

OK, it sounds like the link between the investment account and the cash account remained intact through the copy process. That is good.

The thing about the linked/separate checking account is that it is not really an account. It is a fictitious simple a way for us to view the cash of an investment account in a checking account-like register. There are people, especially those who have bill pay and check writing ability with their investment accounts, who really want to have an checking account-like view of the cash transactions. The cash is so much easier to view and work with in the checking account than to have to dig through the investment account to find those transactions. But in reality, the cash actually remains in the investment account, not in this fictitious "checking account".

It is the investment account (both cash and securities) that is linked to the brokerage. That is why you will see the download and connection information in that account. When a cash transaction is downloaded, it is downloaded into the investment account and then Quicken "transfers" it to the linked checking account. Since the cash account is not an actual account and no transactions are downloaded directly into it, there is no download or connection information at the top of the checking account register.

Since the cash is really held in the investment account, showing the cash balance in the Holdings view is, I think, appropriate. I do, however, like the idea of also showing the Online Balance in the checking account. I think it would make reconciliation of the checking account easier, perhaps even being able to reconcile to it. As it stands now, the reconciliation process there is the manual reconciliation process that you posted a picture of above and I am not a big fan of that.

If you want, you could suggest including the Online Balance in the linked checking account and then allowing for reconciliation to the online balance. I think I would vote for it and I'm guessing others might like it as well and vote for it. If enough people vote for the idea then it becomes more likely that Quicken will add it to the product development plan. If you wish to do this go to: https://community.quicken.com/categories/quicken-product-ideas .

Reconciliation of the investment account, however, can no longer be done….at least not so the process will enter an "R" for each transaction. The best we can do in this regard is to go to the upper right Gear icon in the account register and then click on Reconcile Shares. You will then get a popup advising whether the shares and shares quantities in Quicken match what the brokerage reported. If there is a discrepancy the popup will show which security(ies) are at issue and what the share counts are.

Also, if you find you do not want nor need to have this linked separate checking account, go to the General tab of Account Details and change the setting to look like what is shaded in yellow in the following picture. Quicken will merge them together, again, with all cash and securities transactions being included in the investment account register.

Does this answer your questions?

Quicken Anja

Hello @McDonaldTech,

I apologize for the issue you are experiencing.

Are the accounts where this is missing still downloading transactions like normal, or are they missing any downloads?

Could you please provide a screenshot of what 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.

Thank you!

McDonaldTech

Transactions are downloading - but I just don't know if they are recent until I do the update manually.

Reviewing more of my banks and see that only CHASE is showing this detail. All seem to be downloading normally. I all did a deactivate online services for a specific bank and then reconnected and still the download date/time is missing.

Quicken Anja

Thank you for the additional information and providing a screenshot.

Before you perform any further troubleshooting, please save a backup (just in case).

Since you have already tried signing out and back in as well as validating your data file, next, I suggest that you try 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, and see if the issue continues to persist.

Let us know how it goes!

McDonaldTech

Uninstall, delete files, and re-install is complete. Re-opened the file and requested One Step Update. Update completed (extremely fast, like in 1/10th the time of previous updates).

However, looking at the results, and we are worse off than where we started. The update shows complete but now when looking at Chase, there is no data next to the name as we previously had and looking at other accounts, the download information is not there either.

I went out on a limb and created a new database and added one account there. It does show the last download date and time there. Now back to the original file. I've done an "Account Reset" followed by "Link to Existing". After that was completed, the download date is now there. That will be a painful process for the remaining accounts if that is the only remaining solution..

Quicken Anja

@McDonaldTech thank you for following up with the additional details, though I'm sorry to hear that the previous troubleshooting did not resolve the issue for you.

My next suggestion would have been to deactivate all of the accounts with this issue, and then reactivate them. Except when you reactivate, you would do so through the "Add Account" process so you don't have to do each account one by one, but all accounts, one financial institution at a time.

To do so, please follow the Deactivate steps found in this support article. Once deactivated, to reactivate through Add Account, navigate to Tools > Add Account..., search for your Financial Institution name and follow the prompts to connect.

Once your account(s) have been found, be sure to link them to the existing account(s) you have already set up in Quicken.

Let us know how it goes!

McDonaldTech

My Citi credit card (2 accounts) when completed on 1 account did not add the 2nd but showed on the online login both accounts. I've gone back in on the 2nd account and added it (same process as before). However, after that completion, I've done a One Step Update for ALL and both those accounts were not updated. Only the 1st one was updated. I've gone back in and deactivated both of those accounts and reactivated. The system detected both and updated so that part is resolved.

Thank you for your assistance.

Where do I send the invoice or receive some credit on my next renewal license for this 4 hour adventure? How will Quicken prevent this from occurring again? Do we know what caused this?

Boatnmaniac

(EDIT: Added a clarification in bold italics below.)

It sounds like you might have a corrupted runtime.dat file issue. One way that can resolve this issue:

Prior to starting the following process, if you have not already done so, is to enter and save the Opening Balance transaction dollar amount into the Memo field for each of your Spending accounts (checking, savings, credit card, etc.). Then backup your data file. Sometimes when changing or adding a connection method to an account the Opening Balance transaction dollar amount will get changed. This is a 1X proactive measure that will make it very easy to identify and fix when this has occurred.

File > Copy or Backup File > Create a Copy or Template (under Advanced Options) > Next > Accept the default proposed file name (ends with Cpy.QDF) or replace it with a unique name of your choosing > Save Copy.

Keep open or open this copied file and use this file going forward. It will be a totally unique data file with a totally unique Cloud Account ID and runtime.dat file. This process can often resolve some data file, Cloud Account and runtime.dat file issues because it is basically starting over from scratch….but with the benefit of all the historical data and file/software preference still being intact.

What will happen during this copy process is that all of the download connections for all accounts will be broken so they will need to be set up, again. Start with one of the trouble accounts to see if the download works properly. If so, proceed to your other accounts and set up the download connections for them. If it doesn't work, stop and report the results (error message, error code, etc.) back here.

If for some odd reason this process fails or causes other issues (it should not) you can always go back to your original data file since it will not be affected or changed at all by this troubleshooting process.

McDonaldTech

Perhaps you left off some instructions? All I see is the creation of Copy or Template. No further steps? After that step is completed, am I just continuing in the existing file to find the broken links and start re-linking?

Boatnmaniac

https://community.quicken.com/discussion/comment/20470088#Comment_20470088

Odd. I see the complete instructions steps after the "creation of Copy or Template". Maybe close and open your browser, again?

EDIT: I see where there might have been some confusion with regard to my previous post. I added a few words to it stating that after creating the copy file keep it open or open it and use it going forward. The original data file should not be used again unless something goes wrong with the copy file and copied file setup processes.

McDonaldTech

So, this window appeared after the step and I proceeded.

I've gone back through each account and relinked with 3 accounts messed up from the opening balance that you pointed out might occur.

Now, I have one brokerage account that Quicken was tracking as two accounts of cash and investments. The investments account updated but the cash account did not connect and doesn't offer a tab to setup online. Maybe that is a non issue but seems odd that it doesn't show last update at the top or online balance at the bottom. This is the menu that is available for that account. Clicking on the investment account does take me to the investments. The investment account shows only the securities value at the bottom and the top shows last download which is current.

Boatnmaniac

Now, I have one brokerage account that Quicken was tracking as two accounts of cash and investments. The investments account updated but the cash account did not connect and doesn't offer a tab to setup online.

It sounds like your investment account in the original file was set up so show cash held in a separate linked checking account. The General tab of Account Details would have looked like what is shaded in yellow in the following picture.:

Does it also look like this in the new copied file?

McDonaldTech

Yes, it does look the same in both the original file and the new file. I'm guessing there was no cash reconciliation (downloaded balance) for the cash account in the past?

I revisited the Brokerage Account clicking on the HOLDINGS tab at the top left and scrolling to CASH - when I click there we the pop up "Account Overview". The balance here does match the CASH account and that does tie to the online balance but I had to manually go look to see if it tied. Should that not be listed in the cash account as the online cash balance? When I go to the linked CASH account and request reconciliation the window below pops up and ask me to enter balance from statement as opposed to using an online balance.

Boatnmaniac

OK, it sounds like the link between the investment account and the cash account remained intact through the copy process. That is good.

The thing about the linked/separate checking account is that it is not really an account. It is a fictitious simple a way for us to view the cash of an investment account in a checking account-like register. There are people, especially those who have bill pay and check writing ability with their investment accounts, who really want to have an checking account-like view of the cash transactions. The cash is so much easier to view and work with in the checking account than to have to dig through the investment account to find those transactions. But in reality, the cash actually remains in the investment account, not in this fictitious "checking account".

It is the investment account (both cash and securities) that is linked to the brokerage. That is why you will see the download and connection information in that account. When a cash transaction is downloaded, it is downloaded into the investment account and then Quicken "transfers" it to the linked checking account. Since the cash account is not an actual account and no transactions are downloaded directly into it, there is no download or connection information at the top of the checking account register.

Since the cash is really held in the investment account, showing the cash balance in the Holdings view is, I think, appropriate. I do, however, like the idea of also showing the Online Balance in the checking account. I think it would make reconciliation of the checking account easier, perhaps even being able to reconcile to it. As it stands now, the reconciliation process there is the manual reconciliation process that you posted a picture of above and I am not a big fan of that.

If you want, you could suggest including the Online Balance in the linked checking account and then allowing for reconciliation to the online balance. I think I would vote for it and I'm guessing others might like it as well and vote for it. If enough people vote for the idea then it becomes more likely that Quicken will add it to the product development plan. If you wish to do this go to: https://community.quicken.com/categories/quicken-product-ideas .

Reconciliation of the investment account, however, can no longer be done….at least not so the process will enter an "R" for each transaction. The best we can do in this regard is to go to the upper right Gear icon in the account register and then click on Reconcile Shares. You will then get a popup advising whether the shares and shares quantities in Quicken match what the brokerage reported. If there is a discrepancy the popup will show which security(ies) are at issue and what the share counts are.

Also, if you find you do not want nor need to have this linked separate checking account, go to the General tab of Account Details and change the setting to look like what is shaded in yellow in the following picture. Quicken will merge them together, again, with all cash and securities transactions being included in the investment account register.

Does this answer your questions?

Boatnmaniac

BTW, I glad to hear that this copy-file process resolved your Citi account issue, too.

McDonaldTech

All set. I appreciate your assistance thru this. This post can be closed/marked completed. Thank you.