Salem Five Bank Online Banking is reporting connection issue

Bob@45

Yesterday Quicken Classic for Windows starting failing to download transactions from Salem Five Bank (I use Salem Five Direct).

One Step Update Summary reports "Salem Five Bank - Online Banking is reporting connection issues. The associated accounts can't update right now. We are investigating the issue."

This is using Express Web Connect.

Quicken Classic for Windows is reporting this problem, but I see no mention of it here. Posting just to confirm it is a known problem, if anyone within Quicken can confirm.

Thank you.

Robert Menschel

Quicken Anja

Hello @Bob@45,

Is the error you're seeing in One Step Update Summary in a yellow box? Does it look similar to the error shown in the screenshot from this comment here (different financial institution, but I believe the error you are seeing may be the same)?

If so, our teams are aware of this issue occurring across multiple financial institutions and are working on getting it resolved. However, our development team also believes that this is a problem in the runtime.dat file, and recommends the following steps below to correct this issue.

First, please run One Step Update. If the issue persists, follow these steps:

1. Rename the runtime.dat file found at C:\ProgramData\Quicken\Inet\FILENAME\. (For example, add a 1 at the start of the file name, so that it reads 1runtime.dat.)

2. Run a One Step Update (OSU) again to confirm the issue is resolved.

Note - The Program Data folder is hidden by default. If you need instructions on unhiding the folder, you can find instructions on Microsoft's support site.

Please let us know how it goes!

Quicken Anja

Hello @Bob@45,

Is the error you're seeing in One Step Update Summary in a yellow box? Does it look similar to the error shown in the screenshot from this comment here (different financial institution, but I believe the error you are seeing may be the same)?

If so, our teams are aware of this issue occurring across multiple financial institutions and are working on getting it resolved. However, our development team also believes that this is a problem in the runtime.dat file, and recommends the following steps below to correct this issue.

First, please run One Step Update. If the issue persists, follow these steps:

1. Rename the runtime.dat file found at C:\ProgramData\Quicken\Inet\FILENAME\. (For example, add a 1 at the start of the file name, so that it reads 1runtime.dat.)

2. Run a One Step Update (OSU) again to confirm the issue is resolved.

Note - The Program Data folder is hidden by default. If you need instructions on unhiding the folder, you can find instructions on Microsoft's support site.

Please let us know how it goes!

Bob@45

Thanks for the quick response. Yes, this is my error, with the same yellow box.

I will attempt the runtime.dat fix later today.

Quicken Anja

Perfect, thanks for confirming!

Bob@45

Anja,

After exiting Quicken, going to C:\ProgramData\Quicken\Inet, I find six subfolders. QWWebData has no runtime.dat file, nor does Common. Rmens's Quicken Data is empty. CJT Test was created Jan 2023, I'm guessing during some other troubleshooting activity, and has not been updated since then. I ignore that one.

CJ 1803 seems to be related to my secondary CJ Quicken file, which does not reference any Salem Five FI, so I ignore that one.

Bob 2020E from QIF was created 10/24/23, I think from work I did then to reduce the size of my Quicken data file. Strange folder name, but it does have a file.log and rundata.dat file both with this morning's timestamp. So I renamed this runtime.dat.

I then backed up my two Quicken files (using file copy in Windows), and started Quicken by double-clicking on the QDF file that has the issue.

Quicken seemed to start normally, though it might have taken slightly longer than usual to start up.

Before I do anything else, I check the six folders under Inet. None of them have a new rundata.dat, and the only updates I can easily see is to Inet\Common\patch and its contents, and to Inet\thatfolder\file.log, which has had a single record section added to it with the current date/time.

I then run a comprehensive One Step Update (comprehensive = 27 FI's to be updated, 5 that require MFA each time are not updated).

While OSU is running, I check that Inet\myprimaryfilefolder, and it now does have a new runtime.dat file.

I get a pop-up asking for MFA code for Salem Five. I indicate it's to go to my cell by text. I receive and enter the code.

I get no error message. My One Step Update Summary shows Salem Five, 6 accounts updated, 1 new transaction, and I have a new transaction flag on one of my Salem Five accounts in my account bar. So it looks like renaming that runtime.dat file fixed the problem for me.

Thank you!

Robert Menschel

Quicken Anja

@Bob@45 Thanks for following and providing a detailed update!

I'm glad to hear that this was able to resolve the issue for you. 🙂