My Quicken classic freezes when using one step update

cirrusminor

Towards the end of the online update process a window titled 'Add Account' pops up saying 'Quicken Classic uses Intuit to connect (see attached). If I click on 'continue' Quicken freezes. If i x the window, my accounts do not update. Can you help (important)!?

I've tried logging out and in again of my quicken id. My Quicken is up to date with valid subscription etc. This is blocking my work please help

cirrusminor

To add: I leave Quicken in its frozen state for 20+ minutes hoping it would time-out of any blocked connection and recover gracefully. That, unfortunately, does not happen. This is very reproduceable on my end. Let's get this solved. What can I try to get around this and get my accounts updated?

cirrusminor

Also adding that I have validated and super validated the data file (no errors). That does not help either

cirrusminor

Now I see quicken freeze before it gets to the add account window. it does this on every individual account I try separately. e.g. capital one in the screen capture image included (image is of frozen Quicken)

cirrusminor

I did a bit more research: If I attach visual studio in debug mode to the frozen quicken process (I am a programmer) it identifies MS.Win32.HwndSubclass.SubclassWndProc → dynamicClass.IL_STUB_PInvoke() in the hot path. Now I am not a windows programmer, but a quick research seems to indicate that this function is used to capture events from a window (user clicks etc.). So, it seems that quicken is frozen waiting for an input from the user from a window it actually never draws. Does that help?

This has been such a frustration that I would be more than happy to work with someone from the quicken development team to try to track this down. Can you help?

cirrusminor

Why is there no response from Quicken support here?

cirrusminor

Still no response?

cirrusminor

Is this not the right channel to get support?

cirrusminor

Towards the end of the online update process a window titled 'Add Account' pops up saying 'Quicken Classic uses Intuit to connect (see attached). If I click on 'continue' Quicken freezes. If i x the window, my accounts do not update. Can you help (important)!?

I have tried the following to no avail:

• logging out and in again of my quicken id. My Quicken is up to date with valid subscription etc.
• Uninstall and reinstall quicken
• validate and super-validate my data file

I have cloud-sync disabled. I don't need to access my data on the web or mobile. But just in case this is causing a problem ( the fact that I don't cloud-sync) i have started a cloud-sync process. Quicken has been 'processing data' for literally 3 days now. I have let it continue since it seems to be doing something (wheel spinning) and I do have very large data files. But, how long can I reasonably expect this to go on?

Can you help?

Additional information available from my earlier post

https://community.quicken.com/discussion/comment/20484249#Comment_20484249

[Merged Post]

Quicken Anja

Hello @cirrusminor,

We appreciate you bringing this issue to our attention, and I completely understand your frustration with not receiving a response! It appears there was an issue with your Community profile that was affecting the visibility of your posts. I’ve gone ahead and fixed that, so your posts should gain more traction moving forward.

Regarding the issue you’re experiencing, I’d like to gather some additional information to better diagnose the problem:

• 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.)?
• Are you using a VPN while updating your accounts? If so, does disabling it make any difference?
• 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?
• When did this issue first start occurring?
• Were there any significant changes to your system or software before the issue began (updates, new installations, etc.)?

Your answers will help us diagnose the issue more effectively.

Looking forward to your response!

cirrusminor

Thanks Anja. Really appreciate your help. I am a long time user and fan of Quicken and willing to work around a any number of quirks. But not being able to update my accounts makes using Quicken not a workable choice

• I don't need access to my data on-line or by mobile. I am a strictly Quicken Classic on PC user. As such I have turned off Quicken Cloud Sync. In my desperation, I have tried to turn it on earlier in the week to see if that helps. Once I turned 'Cloud Sync' on Quicken went into a 'Processing Data' state and has been 'Processing Data' for 5 days now (no exaggeration). I have large data files (~6GB) so I figured it might actually need that much time to upload. so I have not killed it yet. But I don't see any network activity out of the process. so I don't think this will end up working out
• My quicken data file is stored locally in my Documents\Quicken folder
• I don't use VPN
• I don't have third party antivirus, malware, or firewall programs. I have MS Defender turned on. Quicken CEF Subprocess has the public checkmark set (see attached image). Which I assume means Quicken can cross the firewall
• This issue started occurring intermittently (for some accounts) since I started using Quicken for 2024 taxes about a month ago. After logging out and back into my quicken account I see this for all accounts I have tried
• Nothing changed in my system otherwise

Should I terminate the cloud sync process or keep it running to perhaps allow you to run some diagnostics?

Thanks again

Screenshot 2025-04-04 134308.png

Quicken Anja

https://community.quicken.com/discussion/comment/20485006#Comment_20485006

@cirrusminor Thank you so much for all the thorough detail you provided—it’s incredibly helpful and appreciated.

To get to the root of this, I’d like to walk through some steps in a specific order. This helps rule out potential causes methodically so we can pinpoint what’s going on and get things working properly again.

Since Quicken has been in a “Processing Data” state for five days straight, it’s safe to say that something has gotten stuck. You can go ahead and close Quicken by using End Task in Task Manager—there’s no need to let it keep running at this point.

To start things off simple: I want to check if a system restart might help shake things loose. If you tend to keep your computer and Quicken open continuously, sometimes a full reboot can clear out any lingering processes or memory issues that might be interfering with how Quicken functions.

So, when you have a moment, please try fully restarting your computer, then open Quicken again and let me know if anything changes. From there, we’ll continue working together to troubleshoot further if needed.

Looking forward to your update—and thanks again for your patience and detailed information!

cirrusminor

Hi Anji

I have tried to restart the laptop after killing quicken when it freezes up. In fact I uninstalled Quicken completely and reinstalled it then loaded my data file. The problem continued to happen. Alas, to follow your instructions I did the following

• End Task for quicken using Task Manager
• Restarted the laptop
• Run Quicken
• Tools → clicked Online Center → Chose one of my financial institutions → clicked update 'Update/Send' → entered Vault Password: This got me to a window titled "One Step Update Settings" with my financial institution selected earlier checked → clicked 'Update Now'
• I got a window titled 'One Step Update Progress'. In that window my financial institution eventually showed a green bullet point with a green 'Complete' tag next to it
• On top of the that window a new window popped up titled 'Add Account' see attached image
• clicked on 'Continue' and Quicken freezes

Thanks

Murad

Quicken Anja

Thanks for following up with the results.

My next step would have been to suggest uninstalling and reinstalling Quicken, but with an additional step in between. You mentioned you've already done an uninstall/reinstall, but just to clarify—after uninstalling, did you happen to manually delete the "Quicken" folder located in C:\Program Files (x86) before proceeding with the reinstall?

If not, I recommend doing the following:

1. Uninstall Quicken again (if not already done).
2. Open File Explorer and navigate to:
   This PC > C: Drive > Program Files (x86)
3. Delete the "Quicken" folder (don’t worry—this won’t affect your data files).
   
4. Reinstall Quicken.

Let us know how it goes!

cirrusminor

Hi Anja

Uninstalled Quicken, removed C:Program Files (86)\Quicken (old installation) as well as D:\Program Files (86)\Quicken (my current installation) and reinstalled Quicken in D:\Program Files (86)\Quicken. Went through the steps I listed earlier and got the same outcome (Quicken froze at the stage I pointed to earlier).

BTW, D: is my secondary, local SSD drive I used for the most recent re-installation. The issue with Quicken started in when Quicken was installed on the C: drive. so not a factor…

Quicken Anja

Thanks for circling back.

Next, I suggest that you try creating a copy of your data file which will rebuild all of the internal lists and database tables. If successful, you would then move forward with the copied file. To create a copy, please navigate to File > Copy or Backup File... > Create a copy or template (see examples below) which will also allow you to select a date range to move forward with.

If you wish to move forward with your entire data file, please check the full date range of your entire data file before copying so you can enter the correct date range if you do not wish to "shrink" your file by eliminating certain dates.

However, it's important to know that doing so will disconnect all online services in the copied file and you will need to sign back in with your Quicken ID and reconnect all of your online accounts, online billers, Quicken Bill Manager services, etc if you plan to use that copied file going forward. The reason for this is that the new copy also creates a new and separate dataset ID.

If the issue is not resolved in the copied file either, then feel free to switch back to your original file.

Thank you!

cirrusminor

Thanks for your response Anja.

Just getting back into this. will let you know how it goes

cirrusminor

Hi Anja

Did the file copy per instructions. A couple of weird accounts appeared in the copied file. Had to re-establish on-line connection for all other accounts (that took a while). The good news is that this worked. I guess some dormant or erroneous accounts were activating some on-line updates that were blocking the completion of the task. Seems everything, as far as on-line updates, is working now

I have another support request that I would like to start. Specifically that the paper clip icon in the attachments column for transactions that have attachments is no longer displaying for me. Probably best to start this in a new chain. Did you say that this chain wasn't visible to support staff in the past until you fixed this? Can you let me know what's the proper way to start a discussion chain to get support?

Thanks again. This has been very helpful indeed

cirrusminor

A new problem has emerged in the copied file. Attachments in some of the transactions can no longer be found. See a screen capture of the window that pops up when I click on the attachments cell. Validating and super validating the new data file returns no errors. Can this be fixed or at least can I figure out which attachments are no longer accessible?

cirrusminor

Here is the screen shot per the error discussed earlier

cirrusminor

Actually, it seems MOST if not ALL of the attachments are no longer available. This is a serious issue obviously. Can you help?!

Just that we're clear. I checked the box to include attachments in the copied file

cirrusminor

Additional information:

in my original quicken file:

• As I mentioned before often when I attach files to transactions I don't get the paper clip icon to show up in the attachments cell of the relevant transaction. Doesn't happen all the time, but most of the time.
• The attachments are still accessible from the transaction even if the paper clip icon does not show. I can still see and download attachments by clicking on the attachments cell of the transaction

In the new quicken file 'copy':

• All attachments where the paper clip did not show in the original quicken file are now lost. I get the error message I attached earlier
• Attachments from the original quicken file where I see a paper clip icon in the original file are accessible in the copy file

What gives?!

How do we fix this? I need both being able to update accounts on-line AND my attachments

cirrusminor

One more thing I have tried. I tried to limit the date range for the newly copied file to only 3 years (so I'd have fewer attachments) in case the number of attachments is an issue. Same problem.. attachments that did not have a paperclip before are no longer accessible in the copy

Quicken Anja

Thank you for following up with those details! I'm glad to hear copying the file resolved the original issue.

First—regarding your post visibility—there was a restriction on your profile that prevented your posts from being visible. However, I have removed that restriction so you should not have a problem with the visibility of any of your posts moving forward.

As for the issue with attachments in the new copied file—I went ahead and tested this for myself and was not able to replicate the issue so we let's try troubleshooting this first, and if we need to end up escalating it, we can do that.

To start with, I suggest that you please try validating and/or super validating your data file. However, I do recommend that you first save a backup file 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.

If the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate.

Super Validate:

1. File
2. Hold CTRL + Shift and click Validate and Repair File...
3. Super 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.

I hope this helps!

cirrusminor

Hi Anja

Performed both validate and super validate and no meaningful errors show up and the problem persists (most recent attachments are lost in the data file copy). I can see that the file copy is about 1GB smaller than the original file (original file is almost 6GB while the copy is a little less than 5GB). This seems to account for the lost attachments.

There is clearly a weakness in how attachments are linked to transactions in the data file that is leading to both:

• No paperclip icon displayed in the transaction line
• Loss of attachments for affected transactions in the copied file

Is there a tool that allows for a closer inspection / repair of the data file. Validate and Super Validate are falling short here. is there something that Quicken developers would use to dig deeper here?

Quicken Anja

Thank you for following up again!

At this point, I believe it would best for me to go ahead and forward this issue to the proper channels to have this further investigated. However, please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files and screenshots attached in order to contribute to the investigation.

It would also aid the investigation to include a sanitized file when submitting the problem report. A sanitized file is a data file that removes personally identifiable information so you can comfortably share this file with the Quicken team.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue.

We apologize for any inconvenience in the meantime! Thank you.

(CBT-644)

cirrusminor

Hi Anja

That's, sadly, is discouraging. It sounds like there is no assurance this bug - which is blocking my ability to use Quicken going forward with my current data file, will ever be addressed or resolved?

• Is there a process by which I can generate a sanitized data file? what are the steps?
• Is it not possible to stay appraised of progress on this issue. e.g. a ticket number? if not on-line then perhaps by following up with quicken support directly?

Thanks

Quicken Kristina

Thank you for your reply,

To generate a sanitized data file, in your Quicken, navigate to Help>Report a Problem. In the Report a problem to Quicken window that comes up, you will see an option to select Sanitized data file.

Select that checkbox, and Quicken will generate a sanitized data file and attach it to the problem report. If the file size is too large (over 200MB), you won't be able to send it via problem report. If that happens, let us know, and we can provide you with a secure link to upload the sanitized data file.

Yes, there is a ticket number you can use to track the status of this issue. Quicken Support won't be able to see it, but you can ask here on the Community and we'll be able to check the status for you. The ticket number is currently CBT-644. If the ticket number changes, we'll post to provide you the updated ticket number.

I hope this helps!

cirrusminor

Thanks. However, providing a sanitized data file in this case may not be as helpful as in other cases. I imagine a sanitized data file would strip out attachments as many of them will contain sensitive financial information. But the core of the problem we landed on finally here is the brittle way attachments are linked to transactions and their disappearance once we copy the data file. so it seems the sanitized data file will miss the critical pieces of information needed to debug the problem, no?

This is one case where providing tools to the user to further investigate and report back might really be necessary

cirrusminor

Happy to provide a sanitized data file to assist in the investigation either way. The files are large. 6 GB (for the file with all attachments) and 5 GB (for the file missing some attachments). Can you send a secure link that I can use to upload my sanitized data files to my quicken messages?