New York Life no longer downloading investments

Rae94

I have a variable insurance policy that was tracking fine in Quicken for the first month. It collected investment values and shares owned for each fund correctly. Now the download is simply grabbing a cash balance and showing no investments. Help!

Quicken Anja

Hello @Rae94,

Thanks for taking the time to let us know about what you are experiencing!

To better understand what’s going on, could you clarify exactly what’s failing to download or update? For example, is it the account balance, specific investment details, transactions, or something else?

Thank you!

Rae94

It is specific investments. When I first set up the account in Quicken, I used the "simple" option for downloading data. It then successfully collected each fund share balance and value. Then one day (I believe it was in June), it stopped being able to do that. Now it only pulls one value from the site and calls it "cash". I've already escalated the issue to NYL tech support and after reviewing for a couple weeks, they said everything looks to be working fine on their side. So what happened to the ability to download the individual investment fund data?

Quicken Anja

Thanks for the update and for clarifying!

Since the account was initially set up using Simple tracking, and it did download individual fund data correctly at first, but now only returns a single cash value, this could point to either a change on the financial institution’s end or a data formatting shift in what's being sent to Quicken.

Even if NYL says things look fine on their end, it’s possible they’ve changed what data is made available via their connection to Quicken—which could cause this shift in behavior. Unfortunately, Quicken can only download what the financial institution provides through their setup for downloads.

A few steps that may help:

• Try switching the account to Detailed tracking.
  • Select the account you want to change, then select Settings. The Account Settings window will appear.
  • Select the Details tab if it is not already selected.
  • Under Investment Tracking Method, select either Simple (Positions Only) or Detailed (Positions and Transactions).
  •  Select Done. It's a good idea to update your investment accounts after you have made this change.
• Disconnect and reconnect the account connection to force a data refresh. Refer to this support article for instructions.
• If none of that works, please submit your log files via Help > Report a problem, and we can take a look internally to see if this is how the financial institution is sending the information through the servers.

Thank you!