NetXInvestor / Pershing 0L-297-A - Intermittent errors since December 2024

kenlevy

I've been having problems with Quicken downloads of data for my Pershing accounts handled via NetXInvestor. I can access the NetXInvestor website without problems when this occurs so it isn't an Internet connectivity issue. NetXInvestor refuses to deal with their customers saying all interaction must be done through our broker or their affiliate (in my case, Affinity Asset Management and Creative One Securities). Trying to resolve this mish-mash of partners (Affinity, Creative One, NetXInvestor and Pershing) and Quicken is next to impossible. Since 1/1/2025 when I started tracking these failures, I've had 51 failures with OL-297-A error out of 85 attempts (a 60% failure rate). There is no pattern to the failures (day of week, time of day, etc.) as they appear to be random. I get successful downloads from my other investment and banking accounts (Fidelity, Vanguard, Chase, American Express, Bank of America) during the same sessions where I get the NetXInvestor errors.

My NetXInvestor accounts (four separate ones are all bundled into the single NetXInvestor access) which uses Direct Connect protocol. I am on Win 11 platform with latest Windows and Quicken (Classic Premier R61.20) updates installed.

This is finger pointing where NetXInvestor says to talk to my broker/dealer and Quicken says they can not help to the extreme. Last time this happened in October 2022, it took over 2 months to resolve these issues. Neither Quicken nor NetXinvestor were forthcoming with an explanation of the problem or an apology for the pain and grief of not being able to pro-actively track my accounts. Given the failure is primarily with NetXInvestor and not my other banking/investing vendors, I place the blame mostly on their shoulders. I believe Quicken must share some of the blame as they make it so difficult to troubleshoot these errors.

Can anyone at Quicken help to resolve this issue as they are always failing during one-step-updates initiated and controlled by Quicken software?

Quicken Jasmine

Hello @kenlevy,

Thank you for bringing this issue to our attention.

In order to better assist you, I need some more information. First which instance are you attempting to connect to (see screenshots below)?

Also, you mentioned there’s no clear pattern, but do failures tend to occur more frequently at specific times (e.g., market open/close)? Have you noticed if multiple failed attempts in a row are followed by a successful one? Have you attempted logging into your NetXInvestor accounts directly before running One Step Update to confirm no security measures (e.g., CAPTCHA or multi-factor authentication) are blocking Quicken’s access? Where is your Quicken data file stored—on your local hard drive (C: Drive) or in a cloud-based/external location (e.g., OneDrive, Dropbox, USB)? Are all four NetXInvestor accounts affected equally, or do some experience more failures than others?

Let me know!