Quicken Hanging During Sync (at Renaming Rules)

nsmrb18

My Quicken is hanging during sync with Quicken Cloud. It hangs specifically at Renaming Rules.

I have tried uninstalling and reinstalling. I have also tried clearing and resetting Quicken Cloud (Edit>Preferences>Mobile & Web>"Reset your cloud data"), but we are still hanging at the same place:

Any ideas? This started just a few days ago.

Quicken Anja

Hello @nsmrb18,

We appreciate you bringing this issue to our attention!

Before we begin troubleshooting, could you first confirm where your data file is stored? Is it saved locally on your computer’s hard drive (C: Drive), or is it stored in a cloud-based or external location (e.g.: OneDrive, Dropbox, USB, etc.)?

Also, does the sync finish eventually (after a long time), or are you needing to use End Task in Windows Task Manager?

Please check back and let us know. Thank you!

nsmrb18

Data file is located on my local hard drive. The sync never does finish - I need to end the application using Task Manager.

As I said - this just started happening a few days ago. Sync worked perfectly well until then.

Quicken Anja

Thanks for following up with those details!

First, let's start by submitting a "Report a Problem" so we can gather the necessary log files for further analysis. You can do so by navigating to Help > Report a problem.

Additionally, I recommend checking if any antivirus programs might be interfering, as this could help rule out potential conflicts. If you have an active antivirus program, try temporarily disabling it and see if there’s any change.

Let us know how it goes!

nsmrb18

OK I have sent the log files. Disabling antivirus program had no effect.

Quicken Anja

Thank you for following up with those details!

To start, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connected Services. However, I do recommend that you first save a backup file prior to performing these steps.

1. Navigate to Edit
2. Preferences...
3. Quicken ID & Cloud accounts
4. Click Sign in as a different user (or it might say Sign in using a different Quicken ID)
   
5. Follow the prompts to Sign Out
6. Sign back in using your Quicken ID (email) and password

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

Let us know how it goes!

nsmrb18

I signed out of Quicken Cloud and signed back in. I still have the same problem with Quicken hanging up at Renaming Rules during sync. (By "hanging up," I mean the sync never concludes and the rotating wheel keeps rotating … and I have to use Task Manager to close out of the application.)

Quicken Jasmine

Hello @nsmrb18,

Thank you for attempting those steps, though I am sorry to hear that they failed to assist us in reaching a resolution.

Next, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 

If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.

1. Sign out of your Quicken Mobile/Web app(s)
2. On your desktop program go to Edit
3. Preferences...
4. Mobile & Web
5. Make sure sync shows it's ON and click on Reset your cloud data 

1. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
2. Wait for the sync reset to finish
3. Navigate to the Mobile & Web dropdown menu 
4. Select Cloud Sync to resync your data and to make sure no errors occur
5. Wait for it to finish syncing 
6. Sign back in on your Quicken Mobile/Web app(s)

Once that is done, see if the issue still persists.

nsmrb18

OK I followed the steps to reset my cloud data. The issue still persists — hanging up during sync at "Renaming Rules."

Quicken Anja

@nsmrb18 Thank you for following up!

Next, could you please tell us how old your data file is? Also, could you please provide a screenshot of the exact location pathway of where your Quicken data file is currently stored in your Windows File Explorer (e.g.: Quicken data files' default location is in the following pathway; C:\Users\"Username"\Documents\Quicken - see illustration below)?

This issue could possibly be data file issue, so for next steps, 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: 

1. File
2. Validate and Repair File...
   
3. Validate File
4. Click OK
5. Close the Data Log
6. Close Quicken (leave it closed for at least 5 secs)
7. 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:

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

Let us know how it goes!

nsmrb18

I tried validate and also supervalidate. The issue persists.

Here is the requested screenshot:

Quicken Anja

Thank you for following up with these details and for providing the screenshot.

Based on the screenshot, I see that while your data file is stored on your local hard drive, the hard drive itself is also being synced with OneDrive. This can sometimes cause issues with Quicken, as the software may still recognize the file as being cloud-based. (It’s fine to sync backup files with OneDrive, but your primary data file should remain stored locally.)

I recommend turning off OneDrive syncing for the specific folder where your data file is stored. If you prefer not to disable OneDrive syncing entirely, you can adjust the settings to exclude just that folder. While OneDrive setup falls outside my area of expertise, I found a helpful YouTube video here that demonstrates how to do this.

Once you've unlinked the data file location from OneDrive, please try again and let us know if the issue persists.

Let us know how it goes!

nsmrb18

OK I completely unlinked my PC from OneDrive. The sync issue still persists, same as below, hanging up at Renaming Rules.

Quicken Jasmine

Hello @nsmrb18,

Thank you for attempting those steps.

Due to the previous troubleshooting steps having failed in assisting us to resolve this issue, we recommend that you contact Quicken Support directly for further assistance. 

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that we could not be of more assistance!