CIBC US - CC-511

rpsavino@
rpsavino@ Quicken Windows Subscription Member ✭✭
edited November 15 in Errors and Troubleshooting (Windows)

not updating this one account. Error code is cc 511

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Answers

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @rpsavino@,

    Thanks for reaching out!

    A CC-511 error means Quicken is temporarily unable to connect to your bank to download transactions.

    Please review this support article for more info on this error.

    As advised in the article—please wait about 24 hours, then try updating the account again. If the issue continues after that time, we recommend contacting Quicken Support directly so they can review your logs and escalate if needed.

    Thank you!

    -Quicken Anja
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  • cogcan
    cogcan Quicken Windows Subscription Member

    me too

  • Quicken Anja
    Quicken Anja Moderator mod

    @cogcan Thanks for chiming in!

    Please refer to the support article linked in my earlier response. We recommend allowing about 24 hours to pass, and try updating again. If it still doesn’t work, please contact Quicken Support directly for further assistance and escalation if needed.

    Thank you!

    -Quicken Anja
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  • CBrashear
    CBrashear Quicken Windows Other Member ✭✭

    Same here.

  • Quicken Anja
    Quicken Anja Moderator mod
    edited November 6

    Hello All,

    Thank you for taking the time to report this issue.

    We will be forwarding this issue to the proper channels to have this further investigated. However, we request that you 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.

    image.png

    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. The more problem reports we receive, the better.

    We apologize for any inconvenience in the meantime! Thank you.
    (CBT-911/CTP-15114)

    -Quicken Anja
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  • ObieWonA
    ObieWonA Quicken Windows Subscription Member ✭✭

    I've been unable to connect to CIBC Bank USA since they updated their website. Quicken needs to work with the bank to iron out the issues instead of telling us to send log files etc. It's clearly a connection issue with the bank. Hopefully it's being investigated and a fix will be available soon?

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @ObieWonA,

    Thank you for sharing your concerns! This issue is actively being investigated, which is why we opened a CBT ticket (CBT-911) to track it. Submitting log files and screenshots via Help > Report a Problem is the most important step for the investigation, as these allow the Quicken team to see exactly what’s happening on affected accounts and work toward a resolution.

    We understand this can be frustrating, and your participation by sending logs helps move the investigation forward more efficiently.

    Thank you for your patience while the team continues working on this.

    -Quicken Anja
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  • Tonycc
    Tonycc Quicken Windows Subscription Member

    Same issue here. Quicken unable to connect to CIBC US. This began after CIBC updated their website and required a password change. Error CC-511. Please keep me updated. Thank you.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Tonycc,

    Thanks for chiming in!

    This issue is still being actively worked on under our internal ticket CBT-911/CTP-15114, but we don’t have an ETA to share.

    In the meantime, please go to Help > Report a problem in Quicken and submit a problem report with log files (and a sanitized file, if you’re comfortable). This helps us add your specific details to the existing ticket and supports the investigation.

    We appreciate your patience while the teams continue working toward a resolution!

    -Quicken Anja
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  • Tom V.
    Tom V. Quicken Windows 2017 Member
    edited November 8

    I have also had an issue updating my accounts with CIBC USA, but I am getting a CC-511 error. I called in a case October 29 (48 hours after the problem initially surfaced) and followed up on November 3. No update was available. The problem still exists today, Nobember 7, and I have just requested an update again.

    The case # is 12023927. 2 weeks is excessive.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Tom V.,

    Thanks for chiming in! I’ve gone ahead and split and merged your comment into this Windows thread since it’s the same issue, and your original response was in a Mac thread.

    This CIBC US connection issue is actively being escalated under our internal ticket (CBT‑911/CTP‑15114). To help with the investigation, please submit your log files via Help > Report a Problem in Quicken. If you’re comfortable, including a sanitized file would be very helpful as well. Once you’ve submitted them, please let us know so we can ensure your details are included in the ticket.

    We appreciate your patience while the team continues working on a resolution!

    -Quicken Anja
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  • Charles271
    Charles271 Member ✭✭

    Hi,

    I'm adding myself to this thread. I am having the same connection problems with CIBC. I have reported the issue in Quicken with a screenshot attached as requested.

    -Charles

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Charles271,

    Thanks for chiming in and letting us know you submitted a problem report! We will go ahead and get your details and files added to the ticket.

    Thank you!

    -Quicken Anja
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  • patster67
    patster67 Quicken Windows Subscription Member

    Is there an ETA on when this will be fixed? I'm paying for a subscription with features I'm unable to use.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @patster67,

    I understand the frustration—we know how important reliable connectivity is.

    At this time, we do not have an ETA to share. Quicken’s product and development teams do not provide estimated timelines for fixes until the solution has been confirmed and is ready for release. However, this issue is actively being worked on under our internal ticket (CBT-911/CTP-15114).

    If you haven’t already, please go to Help > Report a problem in Quicken and submit a problem report with log files (a sanitized file is helpful if you’re comfortable including it). These submissions directly support the investigation.

    We appreciate your patience while the team continues working toward a resolution.

    -Quicken Anja
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  • efridell
    efridell Quicken Windows Subscription Member ✭✭✭

    This continues to be an issue for me as well. I've reported the problem per your guidance. Looking forward to a fix soon.

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20521794#Comment_20521794

    Hello @efridell,

    Thanks for chiming in and submitting a problem report. We will get your details and files added to the ticket.

    Thank you!

    -Quicken Anja
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  • samsquared
    samsquared Quicken Windows Subscription Member ✭✭

    I am having the same issue with the CC-511 error after the CIBC update. I have tried everything that's been suggested but it's still failing. Is there any way to check the status of this issue other than to keep trying it or to call Quicken? Seems like there should be an easier way to monitor the progress of this problem.

  • Oldandconfused
    Oldandconfused Quicken Windows Subscription Member ✭✭

    Was working ine . CIBC is saying its on the Quicken end , that I may need to delete my software then install again . Is this true ?

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @samsquared & @Oldandconfused,

    Thanks for sharing your experiences!

    We don’t currently have an Alert for this issue, but a request has been made to create one so it can be posted in the Community Alerts section. In the meantime, the internal tickets tracking this issue are still open and actively being worked on. We don’t have an ETA to share, but you’re welcome to check in on this thread anytime for a status update.

    Since this issue has already been escalated, you don’t need to take any action on your end. If you’d like to contribute to the investigation, you can submit your log files via Help > Report a Problem in Quicken. Otherwise, our teams are actively working on resolving the connection issue.

    Thank you for your patience!

    -Quicken Anja
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  • Quicken Anja
    Quicken Anja Moderator mod

    Hello again,

    We now have an open Community Alert for all of you to follow. While we don't have an ETA on resolution, any and all available updates and information will be posted within the Alert.

    Thank you!

    -Quicken Anja
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  • samsquared
    samsquared Quicken Windows Subscription Member ✭✭

    I just tried this (Windows Quicken) and it's working now.

  • Quicken Anja
    Quicken Anja Moderator mod

    @samsquared Thanks for the update—glad to hear it’s working for you now!

    ——

    For everyone else following this thread, can you please check on your end and let us know whether or not the connection to CIBC US is working for you as well?

    Thank you!

    -Quicken Anja
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  • samsquared
    samsquared Quicken Windows Subscription Member ✭✭

    As a follow-up, I just tried it again and got a CC-503 error but I was able to "Update Now" when I tried it again. It is still failing on my other account (different login) but it wants me to wait 24 hours before I try to update the 2nd one. This may be because a bad password was in the Quicken vault.

  • Quicken Anja
    Quicken Anja Moderator mod

    Thanks for the update, @samsquared!

    A CC-503 can definitely appear if an old or incorrect password is saved, so your assumption there makes sense. However, since the original CC-511 issue is still under an active Alert, it’s possible you’re seeing things shift as that underlying problem is being worked on.

    When a service issue is in the process of stabilizing, some users may experience symptom changes—like different error codes appearing or updating behavior fluctuating—even though the root issue hasn’t been fully resolved yet. What you’re seeing could be part of that transition, so things may not behave consistently until the original issue is fully cleared.

    Thank you for the follow-up!

    -Quicken Anja
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  • efridell
    efridell Quicken Windows Subscription Member ✭✭✭

    Can confirm that it's working for me again on Windows with Quicken Classic.

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20524648#Comment_20524648

    @efridell Thanks for the update! Glad to hear it is working now.

    -Quicken Anja
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  • efridell
    efridell Quicken Windows Subscription Member ✭✭✭

    So it's working, but still needs improvement. The sync connection prompts for two factor authentication via text message every time I open Quicken and sync my accounts. Need to be able to save two factor auth or designate Quicken as a trusted connection so we're not constantly being prompted to provide a code via text message.

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