CC-800 errors
Comments
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Thanks for pointing it out! I saw your reported post on that this morning and reached out to @CaliQkn. The FAQ he posted has now been updated with the edits he wanted to include. The new reported posts system just doesn’t give me a way to respond to you directly—otherwise I would’ve!
-Quicken Anja
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@Jim_Harman I provided updates to @Quicken Anja this morning and the instructions were updated, per your request yesterday. Thanks again to you both for your help with this!
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You're welcome!
-Quicken Anja
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That is a good theory, @SMT2
When you deactivate and reactivate after a CC-800, what steps do you take? Do you click on Deactivate for all the EWC and EWC+ accounts and then go back and click Set Up Now for each account, or do you go through Add Account to re-establish the connection? Or is it some other sequence?
Many users have found the the Add Account path works better than Set Up Now.
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@Jim_Harman, it's my speculation that the two data files (local and cloud) were out of sync after the crash during OSU update. Therefore my approach is to clear everything out and to start from clean state, by deactivating all EWC/EWC+ accounts, restart Quicken, then re-activate/relink.
Below is my process in summary.
(1) Deactivate all EWC/EWC+ Accounts - Deactivate each account individually by Right-Click Account, Select Edit/Delete Account, click Online Services, select Deactivate. Once completed, click General, then clear out Financial Institution Name and Account Number. Repeat until all EWC/EWC+ accounts have been deactivated.
(2) Shutdown/Close and Restart Quicken.
(3) Reactivate/Relink EWC/EWC+ Account - Click Tool, Select Add Account and follow the prompt from here... Repeat until all accounts have been relinked.
ps: I always take note of the account balance before this step. If the balance changes after account relink, that mean Quicken has made adjustment to the account Opening Balance. Generally, I will reset the Opening Balance back to Zero and all is good again.0 -
I was able to get everything working again by doing a "Reset Account" for each of the accounts that displayed the CC-800 error. After doing the Reset and necessary sign-ins I was able to do a OSU with no problem. I have only done the OSU once since then, but have not had a problem.
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Bill Sauter - same here. I don't think the waiting 30 minutes mentioned earlier has any affect. I waited 2 days because I was on the road. The Reset Account method so far is holding. That said I DO NOT WANT TO HAVE TO KEEP DOING THAT. A fix will be much appreciated.
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It takes me about half an hour to reconnect all nine of my linked financial institutions. Lots of manual intervention - one-time password authentication, choosing to link and not add accounts, making sure the accounts are matched properly, etc etc etc.
No other "solution" provided on these forums (validate, super validate, copy, disconnect, etc etc) fixes it. You just need to reconnect the broken accounts. It's a complete waste of time.
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After an OSU crash yesterday, the next OSU yielded all the cc-800 errors.
It was not related to restoring a backup file. It was my orginal file.
I reset all the accounts and then got a successful OSU. 🤞 Hope it holds up.
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This morning Quicken exited silently at the end of an OSU, with no opportunity to submit a crash report.
When I restarted, my Direct Connect accounts showed that they had been updated but none of the EWC or EWC+ accounts did.
I attempted an OSU and saw the "Synching Quicken Cloud" message for several seconds, which does not normally appear. I do not use the mobile apps and Cloud Sync is disabled. All of the EWC and EWC+ accounts showed the dreaded red circle and backslash. I was able to reauthorize and reconnect those accounts by clicking on the red circle, which led to the Add Account process and a reauthorization.
Hopefully the reauthorization will stick.
I have submitted my logs via Report a Problem.
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@Jim_Harman that would be great if clicking on the red circle works. When I tried it, it was like playing a game of "Whack-a-Mole". I would fix one, and another error would pop up, or the errors returned after the next OSU. That was a while ago and maybe they made some changes or updates to the process. (fingers crossed).
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@Jim_Harman, it's my understanding that Quicken stores some information of our accounts in the Cloud even without Mobile Sync enable. That is how Quicken stage (pre-download) the transactions for EWC/EWC+ accounts. You may read more about Quicken Cloud here - https://www.quicken.com/support/what-quicken-cloud/
Because of this implementation, I theorized the files (local & Cloud) were out of sync after the crash, due to the abrupt termination of communication. My experiment of waiting for Quicken Cloud communication thread to end gracefully with inactivity timeout appears to mitigate the the dreadful CC-800 errors.
In the event if my Quicken crash again, it is my plan to reduce wait time from 30 mins down to 15 mins, prior to running OSU update subsequent to the crash. My objective in this experiment is to determine the optimal timeout value to mitigate getting CC-800 error after the crash.
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I have repeated the recovery from the CC-800s by installing R63.21 and carefully following the instructions in the new Alert here
We'll see what happens.
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Any update on official steps? "Later today" was four days ago.
Also, yesterday I followed the 10 step process @CaliQkn has been posting everywhere. OSU was working fine. Today, all my EWC+ accounts are back to CC-800 after a OSU. So that doesn't help. No crash.
I can only laugh at this point.
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@Jim_Harman thank you for sharing this. They seemed to have made some improvements in the CC-800 correction process.
One thing I would point out is this note in the instructions -
Please avoid using the “Fix It” or “Reset Connection” options, as these do not properly reset the token.
Some users may be used to using "Reset Connection" to fix connection issues.
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@crazy_ivan please take a look at @Jim_Harman 's post right before yours. If you are able to update to version R63.21, and follow the steps contained in his post, that may help resolve your issue.
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I missed the alert the other day, but this is pretty standard troubleshooting. Many of us got OSU to work for some time before it broke again. This isn't a credential token problem if it was working, then error, then working for a week after reconnect, then error again. Or I should say, the root cause isn't a token problem.
The alert was posted before the update. But yes I did update to R63.21.
Every account was deactivated and connected using the Add Account option. I tried that long before even posting here. Plus, your process of copying the file breaks all connections. This fix isn't it.
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@crazy_ivan the Quicken "copy file" process in my 10 step process is intended to "break" the connections. It creates a copy of your data file with all the connections deactivated and reset so you can start over again with new clean connections.
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@crazy_ivan I don't know what the root cause is, but note that the steps posted above in the Alert say to
- Deactivate all the affected accounts
- Exit and restart Quicken
- Use Add Account to Reauthorize and relink the accounts.
I think it is necessary to follow all those steps in that order. Please follow those steps one more time and let us know if that fixes it.
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I just started getting the CC-800 errors on all financial accounts that are updated. This started after I started up quicken and an update was installed for me. Prior to the update, I never had any problems. Now, after the update, I cannot update any of my accounts. I am at version R63.21. Sucks that I am now impacted like all of the others on this topic.
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@dgschmi Please try the steps in this Alert and let us know if that fixes it for you. The real test will be if it stays fixed over the next several days.
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Jim_Harman, thank you for the response. But reading this thread tells me that Quicken is holding to the stance that this is due to restoring a backup or switching files. I have only one file and have not restored from backup. The only change for me was installing their update. My career supporting software for a large company tells me that the one thing that changed is the cause of the problem. Adding to it is that all of my update accounts are now stopped. They need to fix their problem. Especially since this have been reported for almost a month now.
I may try these steps in a day or two. But having the customer spend hours to fix the software companies problems is not a good business plan. I have reported the problem to Quicken. They got the files from me that they take. They need to reach out with updates on the problem and timeframe for a fix. Instead of having customers spend hours jumping through hoops.
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I hope that Quicken eventually gets to the root cause or causes of this problem.
In my personal experience also has nothing to do with restoring a backup, and I only have one file that is set up for transaction downloading. For me the errors occur after a crash at the end of an OSU. When I restart and try another OSU I get a "Syncing to Cloud" message that i do not normally see and the OSU completes but all EWC and EWC+ accounts have CC-800 errors.
I have also seen a well researched report that the initial crash occurs when updating an online mortgage. Another user has reported that if they wait 30 minutes or more after the initial crash before restarting and trying an OSU, they do not get the errors.
It appears that something is causing the desktop software to damage or get out of sync with the cloud data, causing the server to be unable to find the account data. This leads to the CC-800 error messages, which unfortunately make it sound like the accounts have been deleted.
For now the best we have is the recovery steps described in the Alert, and a more complex set of steps in an FAQ post by @CaliQkn. I am trying to get people to try the steps in the Alert to see if it actually repairs the problem and the CC-800 errors stop.
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I'm having the same CC-800 problem with many of my accounts with some exceptions. I have 3 Chase CC accounts, two are updating successfully and one fails. My husband has to Chase CC acounts under the same ID, one updates, the other fails. I use ExpressWeb+ protocol and I backup my files locally. I have Chase, Citi, CaptialOne and American Express cards.
I've only experienced 1 Quicken crash when updating the software. The other problem I've had, is after a One-Step Update and then updating my accounts with the transactions, I'll close Quicken. Then the next day when I do a One-step update, the same transactions from the previous day are downloaded again. They disappear some how because I don't get a match the second time.
I too have used Quicken since the 80's and never, ever had problems like this. Quicken is so woven into our financial life that this breakdown is not just a minor inconvenience, it is devastating. What concerns me most is that Quicken hasn't resolved this issue in a more timely fashion. With the number of complaints on this thread, you would think this error message would have been escalated to the top of the pile for resolution. Way too many unhappy users.
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I did have quiet aborts during OSU, but have not restored a backup in over a year. I did not do any of the elaborate steps listed here, but simply deactivated/reactivated each account. I have had 6 days in a row of successful OSUs. I sincerely hope, though, that I DO NOT have to repeat even this shorter recovery, because that is time I'll never get back.
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Hello All,
We now have an official Alert posted. Please refer to this Community Alert for any and all available information and updates.
While there is currently no ETA for resolution, our teams are actively working on it.
We appreciate your patience! Thank you.
-Quicken Anja
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I have been experiencing this for the past month. Quicken shows the "closed account" symbol next to Chase, Citi and a couple of others. Says that "it appears that one or more of your accounts has been deleted". So I have to go in and deactivate, then set up again for connections. In two of the accounts the balance in Quicken was then corrupted even though the new connection was linked exactly to the same account. Having to put in phony balance adjustments to make it right. I am now on my third time resetting these connections. This has never happened in my nearly 30 years of using Quicken.
[Edited - Readability]
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Hello @Stephen Lawlis,
I moved your post to a discussion about the issue you are reporting. Unfortunately, this is a known issue that our teams are working to investigate and resolve.
If you haven't already done so, please follow the troubleshooting steps provided by this Community Alert:
Thank you!
(Ticket #11812988)
Quicken Kristina
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