Investor 360 OFX Error: 16503 (QMAC)

bmilewski82

For the past few days I have been unable to download Investor 360 updates. Today I received an error OFX Error: 16503. Have tried disconnecting/reconnecting with same error. Appreciate an update. Thank you.

MontanaKarl

This isn't technical support. This is just other users helping fellow users. Edit… happy to see that Quicken Jasmine has offered troubleshooting tips for you. Hope it works.

Quicken Jasmine

Hello @bmilewski82,

Do you have multiple accounts with this financial institution? If so, did you deactivate all accounts before reactivating? I invite you to review the instructions below and follow them closely. It is recommended to save a backup before proceeding.

To start with, please check and make sure you do not have any hidden accounts that may be connected to this financial institution.

1. Go to the Accounts menu and choose Hide and Show Accounts
2. Uncheck any accounts with this specific financial institution 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 are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
   
4. Quit Quicken
5. Open Spotlight (you will see a small magnifying glass in the top menu
   
6. On the left panel in the Keychain Access app, select Login and select Passwords at the top
7. 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] "
8. Quit the Keychain Access app and reopen Quicken
9. Navigate to Accounts > Add Account...
10. Use the search field at the top of the list to find and select your financial institution and click Continue
11. Follow the prompts to sign in using your login credentials associated with the financial institution
12. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken

Let me know how it goes!

Quicken Jasmine

Hello @bmilewski82,

Are you still requiring assistance?

Let me know!

Mat Vega

For the past 4 days been getting error 15500, even using all the correct credentials. When it was all working well, Quicken used to prompt for the 2FA from Investor360. It no longer does so and I get the error above. Spoke with Quicken Support yesterday but they said it is an Investor360- side issue. However, last tear when there was this similar issue Quicken Support created a new login script that prompted the 2FA. So to me, this is clearly a Quicken issue since Quicken Classic Mac 8.0 does not prompt for the 2FA. Please help fix this!

Edit: Also I have tried all the Quicken Jasmine suggestions of deactivating accounts and re-adding them to no avail.

MontanaKarl

(Just for anyone reading this post and wondering what it is that Quicken Jasmine had suggested, her suggestion was in this thread…)

https://community.quicken.com/discussion/comment/20471300#Comment_20471300

Quicken Kristina

Hello @Mat Vega,

I'm sorry to hear you're encountering this problem. Thank you for confirming the troubleshooting steps you already performed. I can see those steps are the recommended troubleshooting for the 15500 error (see this article for more information).

I can understand why you are reluctant to contact Investor360's support. It is frustrating to get bounced between the financial institution and Quicken, with each saying the other must be at fault.

To test for anything file-specific that may be causing this issue, please backup your Quicken file, deactivate the problem account (if it's connected), go to Accounts>Add Account and follow the prompts, and if you're able to get to the add/link screen, try adding the account as new rather than linking to the existing account.

If the issue persists after adding the account as a new account, or you're blocked by the error message before you're able to get to the Add/Link screen, then the issue is most likely a connection issue rather than a file issue.

Please let me know how it goes!

Mat Vega

Thanks for your response, Kristina. I have already tried the total removal of the Investor360 account and then try to re-add the account but still get the error 15500, The attempt actually identifies my two accounts in Investor360, but never downloads anything so I get two accounts with $0 balances and no transactions. So it seems it is not a file issue but a connection and likely 2FA issue.

Mat Vega

Further info. I did contact my broker who forwarded my issue to the Invstor360 tech team. This is their response:

This is the response I received today. I will let you know when I have more information. (this is from my broker)

"A member of the Commonwealth Technology Services team has added comments to your incident.

Thank you for reaching out regarding this issue with your client. After looking into this it appears our 360 team is investigating this issue. I will provide updates once our 360 team does update us.

Please let me know if you have any further questions or concerns while we await an update from our team."

Hopefully collaboration between Investor360 and Quicken can resolve this issue. Thanks again, Kristina.

Quicken Jasmine

Hello All,

Thank you for taking the time to visit the Community to report this issue.

We have forwarded this issue to the proper channels so that this can be further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and screenshots (if possible) attached to contribute to the investigation.

While you will not receive a response through this submission, these reports will help our teams further investigate the issue. The more problem reports we receive, the better.

We apologize for any inconvenience! Thank you.

Quicken Jasmine

Hello All,

Thank you for taking the time to come and report this issue, I do truly apologize for the frustration and inconvenience that this has caused.

This issue has been reported for further investigation, our teams are currently working to resolve the issue, however, there is no current ETA.

(CBT-543)

Mat Vega

Here's the latest from my broker via Investor360 tech support:

"We did receive an update it appears that our team is applying a fix that will take effect on Tuesday. If your client would like to attempt to export on Tuesday it may be resolved.

I will update you once I have more information on Tuesday/Wednesday if this fix resolves this issue.

Please let me know if you have any questions in the interim."

Mat Vega

Left a message with my broker to ask if she has heard from Investor360. Still not working, but the error message for me changed from 15500 to 16503 yesterday. Not sure what that means, but it might be the Investor tech team is trying something but not successfully. Will try again tomorrow.

Mat Vega

Just got a message from my broker. She said the Investor tech team asked if it's working now. I told her to let them know the error message has changed as I mentioned above.

rpluoma

Having the same issue for the same time duration with Investor 360. Still not working as of Jan 21st. Looking forward to a resolution.

Quicken Jasmine

Hello All,

Thank you for continuing to update this thread. We truly appreciate your patience and support as we work through this issue.

bmilewski82

Investor 360 did a maintenance window on their platform a few weeks back. Since that window, this Quicken-Investor 360 interface has been down. Is this an Investor 360 issue? What is their timeline to get the fix? Thank you.

Mat Vega

It's all working now! Thank you Investor 360 and Quicken tech teams.

rpluoma

It's working for me now too. Thanks!