One step update fails for Citi Bank

Question

For weeks (maybe longer), One Step update returns the following error "Citi Cards is reporting connection issues. The associated accounts can't update right now. We are investigating the issue".

I've confirmed that transactions on my Citi card are not being downloaded or updated.

I'm using Quicken for Windows, version R64.35, build 27.1.64.35.

My laptop is running Windows 11, most current update

Quicken Anja · Answer

Hello @ARR,

Thanks for checking in!

I know this has been an ongoing frustration. This issue is still being worked on by our teams and service provider, and we're continuing to work with Citi to determine what’s causing it. Unfortunately, we don’t have an ETA available at this time.

Thank you for your patience!

ARR · Answer

This issue has been going on for months. Any updates as to why it is continuing and why quicken cannot resolve this issue

Quicken Anja · Answer

Hello @jhrand3,

Thanks for reporting this! To confirm, is this the error you are seeing:

If so, please know that this is a known issue that is being worked on. However, some users have reported that the steps below have resolved this error for them:

* Run One Step Update (OSU) first to see if the issue resolves.
* If the issue persists, close Quicken
* Using Windows File Manager to rename the runtime.dat file located at: 
C:\ProgramData\Quicken\Inet\FILENAME\ where FILENAME is the name of your current Quicken data file, e.g. My Quicken Data 2024 as seen in the image below. There usually is an \Inet\… subfolder for each Quicken data file in existence.* (For example, add a 1 at the beginning of the file name so it reads 1runtime.dat.)

* Start Quicken and run One Step Update again to check if the problem is resolved.
* Close and restart 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.

Since this is considered a known issue, particularly with Citi, and has been escalated internally, you can assist in the investigation by providing the following info listed below.

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

We do not have an ETA on resolution at this time.

Thank you!

(CTP-14158)