Transaction downloads from Fidelity not working

brooksrs@

At the end of last year I noticed that 2 of my 3 accounts had not downloaded transaction since the end of November. I deactivated and reactivated my online Direct Connect which did nothing. I had to manually enter the transactions. Since then downloads have been sporadic if at all. I worked with a Quicken agent who had my "reset" my login ID as well as deactive/reactivate my accounts. The agent then had me create a test file with just my Fidelity accounts (add account). The download brought down all transactions except for the ones on 2/25/25. At this time the agent said it was a Fidelity issue and sent me to them. Fidelity asked me to reactivate my accounts and when it didn't work again said that was all they could do. I have since reset my ID again and actually got 2 of the 3 accounts to download through the end of February. I cannot get the 3rd account to do such. This is inconsistent and sporadic at best.

Fidelity posted 3 new transactions on one of my accounts today. They still will not download to Quicken Deluxe (Subscription) Version R61.21 Build 27.1.61.21. Windows 11.

This is frustrating since neither side will take responsibility to work with the other.

Quicken Anja

Hello @brooksrs@,

We appreciate you taking the time to let us know about this issue!

When you deactivated and reactivated the accounts, did you do so via Set Up Now in the Online Services tab, or through the Add Account flow?

I suggest trying the latter if you haven’t yet. To reactivate through Add Account, navigate to Tools > Add Account..., search for your Financial Institution name, and follow the prompts to connect.

Once your account(s) have been found, be sure to link them to the existing account(s) and see if following this path to reactivate resolves the issue.

Let us know how it goes!

brooksrs@

The agent that worked my issue had me do it through the Add Account so I've done both ways but I'll try it again and report back.

brooksrs@

Forgot to mention that the agent also had me create a new file with just my Fidelity accounts in it and it downloaded all the transactions except for the ones that hadn't previously downloaded at which point I was instructed to contact Fidelity myself. Fidelity just had me deactivate/reactivate the online downloads and stated they couldn't help me.

brooksrs@

I reactivated my Fidelity accounts via the Add Account flow and it still doesn't download the most recent transactions.

Any other suggestions

Quicken Anja

https://community.quicken.com/discussion/comment/20483092#Comment_20483092

Thank you for following up! Before we move forward with further troubleshooting, could you please provide the following details so we can further investigate:

1. Where is your Quicken data file stored? Is it on your local hard drive (C: Drive) or a cloud-based/external drive (e.g.: OneDrive, DropBox, USB, etc.)?
2. Are you using a VPN while updating your accounts? If so, does disabling it make any difference?
3. Do you have any antivirus or malware protection software running that may be interfering with Quicken? If so, have you tried temporarily disabling it to see if the issue persists?

Additionally, please submit a Problem Report so that we may review your log files. To do so, please navigate to Help > Report a Problem.

Thank you!

brooksrs@

Last night after midnight I did another transaction download, and I the 3 transactions I wanted downloaded. I did nothing extra after I did the Add Account so I'm not sure what transpired after midnight. There won't be anymore transaction until the end of the month.

If you still want me to answer the above questions and report a problem, let me know and I will. Otherwise, I will wait and see what happens at the end of the month.

Quicken Anja

@brooksrs@ Thanks for the update! Glad to hear that the transactions were downloaded.

You can disregard the previous questions that I asked for now. Should the issue return then feel free to reach back out and follow up with those answers.

Thank you!

brooksrs@

Thanks, let's leave this thread open until the end of the month after I get new transactions.

Quicken Anja

https://community.quicken.com/discussion/comment/20483150#Comment_20483150

Absolutely, no problem!

brooksrs@

Here's the update. On 3/27 I was able to download all available transactions to all 3 of my Fidelity accounts (10 transactions total). On the 28th I was able to download just 2 of 5 transactions to one account.

I now have 22 transactions across 3 accounts from 3/31 that will not download at all. This is frustrating since I will have manually enter all of these.

Please advise

brooksrs@

Last update for today….. I deactivated the online services for all 3 Fidelity accounts and added them back via "Add Account". I was then able to download all available transactions on all 3 accounts successfully.

If I have to do this everytime I need to download Fidelity transactions then I will do so but it is unacceptable to have to do this for a Subscription application that I pay for. Therefore, how do I keep someone chasing this until a fix is found?

Quicken Jasmine

https://community.quicken.com/discussion/comment/20483113#Comment_20483113

Hello @brooksrs@,

Thanks for reaching back out!

Since the issue has returned, would you mind providing the details that were previously asked by @Quicken Anja?

Thanks!

brooksrs@

1. Where is your Quicken data file stored? Is it on your local hard drive (C: Drive) or a cloud-based/external drive (e.g.: OneDrive, DropBox, USB, etc.)?

Local hard drive

1. Are you using a VPN while updating your accounts? If so, does disabling it make any difference?

I do NOT use VPN

1. Do you have any antivirus or malware protection software running that may be interfering with Quicken? If so, have you tried temporarily disabling it to see if the issue persists?

I use Webroot Secure Anywhere. I have used this for several years and didn't have any issues with downloading transaction from Fidelity until Nov/Dec of 2024. But for the record I did try disabling it and at the time it didn't help.

At this time though since I did the last "Add Account" I have been able to download the last 2 batches of transaction successfully although not right after they showed up in my accounts but the next day. These 2 downloads were done with Webroot enabled.

Should I create a problem report?

Quicken Anja

https://community.quicken.com/discussion/comment/20484863#Comment_20484863

Hello @brooksrs@,

Thank you for providing all these detailed updates.

You shouldn't need to deactivate and reactivate every time just to get everything to download. It’s possible that the delay is on Fidelity’s end regarding when they release those transactions to Quicken.

That said, the issue of only partial transactions downloading—until you deactivate and reactivate—shouldn’t be happening, especially since reactivating appears to resolve it.

So yes, please go ahead and submit your log files via a Problem Report so we can review them and see if there’s anything in the logs that might explain the delay.

Thank you!

brooksrs@

Problem report submitted at 12:17pm EDT on 4/5/2025

Quicken Kristina

Thank you for your reply,

I reviewed the logs you sent. The only error I could find was a cloud error, QCS-0400-8. Per our article on this error, to troubleshoot this, please close your Quicken program and leave it closed for several minutes. Then, re-open the program and test to see if the issue persists.

If the issue persists after that, to check if the financial institution is sending the transaction data to us, please provide 3 sample transactions (date, payee, and amount) that are not in your Quicken at all, but showing posted on the financial institution's side. With that information, I'll be able to check the logs to see if the data was sent to us or not. If you're not comfortable posting that information in this discussion, then please use a problem report (Help>Report a Problem), and include the sample transactions in the description of the issue.

Please let me know how it goes!