Citi Cards connection issues

ASauri · March 3

Since 03/01/20025 I have received the attached message while attempting to use the One-Step update feature in my Quicken Classic Deluxe. All other credit card and financial institutions are updating correctly with no issues.

Please explain what the issue is and how I may correct it.

Quicken Anja · March 4

Hello @ASauri,

We appreciate you reaching out to let us know that you are experiencing this.

Despite receiving this error message, are transactions still being downloaded? The reason I ask is that when checking your account on our end, I do not see any internal errors occur.

Also, 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!

Rocket J Squirrel · March 4

I think I may have posted about this already, but can't find a prior post.

Citi is giving this strange message. I wonder whether others are seeing this. Transactions appear to be downloading fine from my 2 CIti credit cards (with different logins), though.

Snorkle · March 4

Strange One Step Update message. Transactions are downloading properly, however.

Snorkle · March 4

Yeah, I just posted the same thing before I saw this.

Quicken Anja · March 4

Hello @Rocket J Squirrel & @Snorkle,

I went ahead and merged both of your posts with this one reporting the same issue with Citi.

Could you both please try the instructions I provided to the OP?

Let us know how it goes!

Rocket J Squirrel · March 4

@Quicken Anja Thanks for the instructions. I renamed RUNTIME.DAT and ran OSU. The Citi error message did not reappear.

But I don't believe any of my EWC+ accounts updated. My DC accounts updated, then all the EWC+ accounts finished in about one second, when they usually take a minute or so. And there are no timestamps in the OSU Summary next to any of the EWC+ accounts. So I think something else is broken now.

Quicken Anja · March 4

https://community.quicken.com/discussion/comment/20479481#Comment_20479481

Thank you for following up @Rocket J Squirrel!

If you don't mind, could you please provide screenshots of what you are seeing now?

Additionally, I will be forwarding this along to have it looked into further as this outcome will likely be of interest to our development team. Can you please submit a problem report with log files, screenshots, and if possible, a sanitized data file attached via Help > Report a problem?

Thank you!

Rocket J Squirrel · March 4

@Quicken Anja Here's a shot of my most recent OSU Summary. Notice there are no timestamps next to the top 6 FIs, which are all EWC+. I'll send an error report.

Rocket J Squirrel · March 4

@Quicken Anja I "un-renamed" my runtime.dat to put the old one back in place. But the EWC+ FIs are still failing to update. Help! I'd rather see the bogus Citi Cards error than have my accounts fail to update.

Rocket J Squirrel · March 4

@Quicken Anja I was able to fix the failures to update by restoring yesterday's backup. So there is actually something in the QDF file causing the failures. Scary.

Quicken Anja · March 5

@Rocket J Squirrel Thanks for the update! Glad to hear a backup resolved it. I will add this as a note to the ticket I created yesterday. I also see you submitted your log files—thanks for that—and have attached that to the ticket as well so that can still be investigated.

Thank you!
(CBT-598)

Quicken Jasmine · March 11

Hello All,

We are actively investigating this issue further and would like you to try these steps again, now with an additional final step:

Run One Step Update (OSU) first to see if the issue resolves.
If the issue persists, rename the runtime.dat file located at:C:\ProgramData\Quicken\Inet\FILENAME\
- (For example, add a 1 at the beginning of the file name so it reads 1runtime.dat.)
Run One Step Update again to check if the problem is resolved.
Close and reboot Quicken to ensure changes take effect.

📌 Note: The ProgramData folder is hidden by default. If you need help accessing it, Microsoft’s support site has instructions on how to unhide folders.

To assist in our investigation, please provide the following and let us know once you have done so:

Logs (Help > Report a Problem)
Screenshots (excluding personal data)
A sanitized copy of your Quicken data file (with personal details removed)

We appreciate your help and will update you as soon as we have more information!

Chris_QPW · March 15

You got to love a message like this:

In truth it is useful, not as useful as if it had the actual dates and times, but it does tell me that if I get some connection errors, not to muck with it, like the people that mucked with their Vanguard accounts.

[Merged Post]

Quicken Kristina · March 15

Hello @Chris_QPW,

Thank you for letting us know you're seeing this issue also. We are actively investigating this issue further and would like you to try these steps again, now with an additional final step:

Run One Step Update (OSU) first to see if the issue resolves.
If the issue persists, rename the runtime.dat file located at:C:\ProgramData\Quicken\Inet\FILENAME\
- (For example, add a 1 at the beginning of the file name so it reads 1runtime.dat.)
Run One Step Update again to check if the problem is resolved.
Close and reboot Quicken to ensure changes take effect.

📌 Note: The ProgramData folder is hidden by default. If you need help accessing it, Microsoft’s support site has instructions on how to unhide folders.

To assist in our investigation, please provide the following and let us know once you have done so:

Logs (Help > Report a Problem)
Screenshots (excluding personal data)
A sanitized copy of your Quicken data file (with personal details removed)

We appreciate your help and will update you as soon as we have more information!

(CTP-12393)

[Merged Post]

BoaHancock79 · March 16

Looks like re-authorization fixes this issue…

Follow "reset account" in account details → online services.

Chris_QPW · March 16

Just getting back to this now.

Removing runtime.dat removed the message (it didn't go away until I did that).

Thank you. BTW the message has probably been around for a bit, and I didn't notice it because I normally don't look at the summary if there aren't any errors, but when I do a Web Connect import of my wife's 401K account it shows it even if I have it set not to show unless there is errors.

And I see others have brought this up before me. You can merge this thread into this one if you like:

https://community.quicken.com/discussion/7960573/citi-cards-connection-issues

[Merged Post]