CC-501 Error on ETrade Bank - Over a month and no fix!

avxflyer

I've used Quicken since 1984 and never have I had such a poor response for a genuine issue. ETrade Bank will not update. Only receive a CC-501 error and it's been this way for over a month. I can download from their website and import to Quicken, but the Web Connect does not work. When will this be addressed?

Quicken Anja

Hello @avxflyer,

We appreciate you reaching out to let us know about this issue, though I am sorry to hear that you have been experiencing this for an extended amount of time.

I took the liberty of reviewing your account, and internally we show that you are receiving an FDP-103(CC-503) error instead. To begin troubleshooting, please take a moment to review and follow the instructions found in this support article first.

Additionally, it would also be helpful if you could submit your log files via a Problem Report so we can review them. To do so, please navigate to Help > Report a Problem.

Let us know how it goes!

avxflyer

Over a month!

avxflyer

Even going to "Add Account" in Quicken, as if I created a new bank account at ETrade, and going through the wizard, I get the CC-501 error.

Quicken Kristina

Thank you for your reply,

To clarify, what kind of account are you trying to connect? Have you tried using one of the other connection options, like E*Trade?

When I check the logs you sent, those logs also reflect a FDP-103 (invalid credentials) error. You will typically see that error if you are putting in incorrect credentials, or if you're picking an incorrect connection option.

I look forward to your response!

avxflyer

The account is a checking account. I should note it has worked since 2014 since the account was opened. I've tried an old password, which does not work (good) and both the E*TRADE and E*Trade Bank financial institutions from the drop down. Even tried Morgan Stanley. I've tried to just add a new account with E*Trade and this fails too. Web Connect works when I download from the E*Trade website. I always get the CC-501 error. It's not the credentials. The post at:

ONGOING! 2/10/25 Multiple FIs - FDP-101/FDP-103, CC-501/CC-503 — Quicken

Seems to be the same issue.

avxflyer

FWIW… I created a new Quicken file and tried again. The E*Trade option shows all my investment accounts. The E*Trade Bank option shows all of my banking accounts including the one that will not connect. It took about 45 seconds of waiting for it to display the accounts retrieved. When I do that for my existing Quicken file, the CC-501 is seconds to appear. I suspect my file or credentials file or something related is corrupted.

Quicken Kristina

Thank you for your replies,

The alert that you linked is for a specific service provider. When I check our FIDIR (list of supported financial institutions), E*Trade Bank should not be impacted, since they use a different service provider.

Based on the fact that you created a new file and could connect there, I suspect the issue is file specific. To start troubleshooting a file specific issue, I suggest that you try validating your data file.  Please save a backup 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.

Please let me know how it goes!

avxflyer

Yes, I tried the validate and repair during my troubleshooting. Same result.

I tried creating a new account instead of linking to the existing account. Web Connect works, Express Web Connect gives same result.

I've exported the entire data file to QIF file and imported this to a new Quicken Data File. This works however, the data is no good as hundreds of transfers between accounts is lost in the process. Most balances are incorrect.

I've deleted the Password Vault, but still the same result.

One thing I've noticed, in the account details of the bank accounts, some have my actual CUSTOMER ID and others have "4513" as the customer ID. Not sure why, but Express Web Connect does work on those accounts regardless.

Is there a file that tracks deactivation of online services or holds data related? If I create a new account in a new Quicken Data File, the process works and the new account is then tagged with the bank account number. Then I am able to upgrade the connection method to Express Web Connect without issue. In the existing Quicken Data File, if I use Web Connect and tell it to create a new account, it downloads transactions, creates the new account and inserts the account number into the account details. Then Express Web Connect fails when I try to update the connection method. The only things I see changing are the routing number, bank account number and customer ID. It seems there is bad data on my side where Express Web Connect ties to this account.

Quicken Kristina

Thank you for your reply,

Since the Validate did not correct the issue, the next step is to restore a backup from before the issue started, if possible.

Thank you!

avxflyer

Not possible. This issue started in mid-January.

Quicken Kristina

Thank you for your reply,

Since your backup is from too far in the past to be an optimal solution, please try making a copy of your file, validating the copy, then see if the issue persists in that copied file.

To perform a copy and validate, please follow these instructions from this article on file troubleshooting:

Please make a backup prior to performing this process. This ensures that you have a "fallback" file you can use to get back to where you were when you started.

1. Go to File > Copy or Backup File and select Create a copy or template (do not choose Year End Copy for this procedure).
   • Please note, a file copy is disconnected from online services, such as transaction download. Online services would need to be reconnected if you wish to use them in the file copy.
     
2. Leave all the settings, including file name and checkboxes, at their default (change nothing on this screen). Simply click Save Copy. Note: You can edit the file location, if you prefer to save the copy to a different location on your local hard drive. 
   
3. After the Copy is complete, choose to Open New Copy.
4. In the New Copy, go to File > Validate and Repair File and select the Validate file option. This is to ensure there are no lingering issues with the data in this file.
5. After the Validation process is finished, you will see the Data_Log appear in a Notepad window. This file is a summary of the Validation results.
6. Review the Data_Log.txt for messages pertaining to the quality of your data and resolve any that are advised with instructions you should follow. This may require that you delete, edit, or reenter transactions manually. 

Example of Data Integrity Issues in Data Log

In the example above, further instructions are given advising to review and set the categories correctly.

• If you receive the message "Damaged data block" in the Data_Log after the Validation completes, the file is not repairable.  We recommend restoring a backup from prior to the date listed on this message.

Test your budget to see if the issue you were encountering is now resolved. If the issue is resolved, continue using the new, repaired data file.  If it is not resolved, then you can return to your main file.

Please let me know how it goes!

avxflyer

It appears this is working. The effected account is now connected as well as one other account I didn't realize was not working. I am still reconnecting accounts to online services and only having issues with Wells Fargo and Banner Bank, but I think this is on their side. I can do Web Connect, but not Express Web Connect with both. Also worth noting, the time it takes to do a one-step update is cut by about 75%! I think for now, this issue is closed and if I have problems with those other two banks, I'll start a new post. Thank you for your help!

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear it's working now!

If you need further assistance, please feel free to reach out!