Everbank Connection Issues

System

This discussion was created from comments split from:

Everbank connection issues again.

jptra

"anyone else having connection issues with Everbank. Have not been able to log into Everbank past few days"

Yes, indeed. I have been able to resolve this by either resetting my account, or by deactivating and reactivating transaction downloads. The most annoying thing about Quicken and Everbank to me is that it requires a code be sent to your phone each time for security purposes. Because this one-step update process can take a while, you often start doing other tasks, and then miss the window for the prompt, which then causes the transaction download to fail.

Fair enough if it only impacted the Everbank download. But somehow Quicken then shows an error on every account in the One Step Update that is supposed to be updated subsequent to Everbank (at least, that's what I'm assuming, since the ones before that prompt downloaded fine). Even this would be acceptable if you could just redo the one-step update, or go back to those accounts and download for them only. But it seems Quicken somehow puts a block on all these accounts for a day or so, and you just have to wait until they unblock the transaction download before you can update any of these accounts. This is something Quicken needs to address, as there's no logical reason for this to be the case.

jptra

And now to make it even more annoying, it seems Everbank is sending you 2 different codes you have to enter two times for every transaction download.

Quicken Alyssa

Hello @jptra,

Thank you for adding to this discussion.

One-time passcodes/multi-factor authentication codes come directly from the bank. Many times, you can adjust the settings for these from the financial institution's website. You would log in to their website, and look under privacy and security settings to see if this can be turned off or the frequency reduced.

Hope this helps!

jptra

Hi Alyssa,

thank you for the suggestion. I did check on Everbank, but I didn't find a way to turn off the MFA. But the good news is, it seems to have stopped asking me for 2 codes now, and is back to only 1 again.

I understand the MFA requirement is set by the bank, but do you know why when an MFA fails, Quicken gives an error for every other bank institution on the one-step update? And then even if you try to download transactions individually from those institutions, Quicken continues to give an error for some period of time (at least several hours). This is surely not controlled by Everbank, but is some bug in Quicken that impacts all subsequent downloads in the One Step Update. It seems like it should be an easy fix, but I'm not sure if anyone has ever looked into it. Could you bring that to the attention of the appropriate team, please?

Thank you!

Quicken Alyssa

@jptra,

Thank you for following up with that additional information.

In regard to the Everbank error causing the following banks to result in errors. This is not the expected behavior. All banks should be able to update independently, regardless of any other having an issue.

That being said, let's see if we can determine why this is happening.

• How long has this issue been happening?
• Does the update get stuck for a long time on Everbank before it produces the error?
• Where is your data file located?
• Is your file being backed up/synced by any third-party services like OneDrive, Dropbox, or Carbonite?

Looking forward to your response.

jptra

Hi Alyssa,

thank you for your help.

• How long has this issue been happening?

This has been happening for as long as Everback has been requiring MFA (at least several months, but I think longer). I don't have any other financial institutions that require this, so I can't say if the behavoir would be the same with a different institution, but I have to believe that it would.

• Does the update get stuck for a long time on Everbank before it produces the error?

Well, the issue occurs when it's waiting for me to either enter the phone number at which I want to be texted the MFA code, or the MFA code itself that was texted to me. As I said, this delay is my fault because I get busy doing other things while I'm waiting for the one step update to prompt me on these things, then forget to go back for maybe 10 minutes or so. By then, I assume Everbank has timed out the MFA, and returns an error. Every single institution down the list after that returns an error, and none of them will subsequently update for several hours after that. Quicken should be able to easily reproduce this error by testing with an institution that requires MFA. Just have your team not respond when it asks for the authentication, so that institution times out. Every institution in One Step Update that is updated after that one will fail. If it helps, I can reproduce this at will, and provide Quicken any logs or information needed to help resolve the bug.

• Where is your data file located?

My data file is located on my local hard drive

• Is your file being backed up/synced by any third-party services like OneDrive, Dropbox, or Carbonite?

Yes, OneDrive automatically backs up all my files

Quicken Alyssa

@jptra,

Thank you for following up.

Can I have you exclude the file you are actively using from the OneDrive backup? Allowing your active data file to be accessed by any third-party services can cause damage to your file.

Additionally, can you tell me what errors you see for the other institutions when this happens? Screenshots of what you are seeing could be helpful as well. If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.

Thank you.

jptra

Hi Alyssa,

please see attached for the screenshot following the failures.

Quicken Everbank one step update bug screenshot.png

I will attempt later to exclude the folder from Onedrive backup- it's not letting me for some reason and I'll have to figure that out. I will retest again once I've accomplished this, and let you know.

jptra

Hi again,

I did move the folder to a non-synced location, and I still get exactly the same behavoir.

Quicken Alyssa

Hello @jptra,

Thank you for following up with additional information.

Now that the file has been moved, we should validate it.

To do this:

1. Save a backup.
2. Go to File.
3. Select Validate and Repair file…
4. Check the first box for Validate file.
5. Click Ok.

Once the validation has completed, it will produce a report of anything it has found/corrected. After this, try updating your accounts, and let me know if anything has changed.

Thank you.

jptra

Hello again,

I validated the file and repeated the process. It still does the same thing. I think Quicken can easily verify this for themselves by performing a one-step update, and then when the MFA is requested, either just wait long enough for it to timeout before entering it, or I think even hitting cancel will produce the same result of erroring out all subsequent updates.

Quicken Alyssa

@jptra,

Thank you for trying those steps and following up, though I am sorry they didn't work to resolve the issue.

At this point, I think it would be best for you to contact Quicken Support directly, so they can see this happening in real-time and investigate this issue further. They will also be able to process an escalation if needed.

I apologize, I wasn't able to resolve your issue from the Community.

jptra

Hi Alyssa,

I appreciate your help on this. Interestingly enough, I recently deactivated and reactivated all my Everbank accounts. After doing this, Everbank no longer sends the MFA request every time. So while I'm not sure the problem of all subsequent banks giving errors after the MFA timing out has been solved, I no longer have the issue since the initial MFA doesn't seem to happen any longer. All's well that ends well!

I have recently noticed another issue that I wonder if you have any insight on? We can start a separate thread on that if you prefer. I had a reminder set up for my recurring paycheck transactions, and that had been working fine until the last few weeks (I can't say exactly when). Recently however, all the splits in my paycheck transaction are removed from the reminder (tax withholdings, insurance , etc.), except those involving transfers to other Quicken accounts (for example, my 401k, my HSA, etc.). I thought at first this was just a simple corruption, and I deleted the old reminder and added a new one. When I initially check the reminder, the splits all look to be there, but at some later point, all the splits are again removed except the transfer accounts. I don't know what causes this corruption, and it has occurred both before and after the file validation you had me perform. For sure the reminder doesn't stay valid after closing and re-entering Quicken, but I suspect it is corrupted even without exiting Quicken.

Quicken has always had issues with paycheck entries for some reason (particularly corruption of transfers), but it seemed these had been resolved, and this corruption of paycheck reminders seems to be a new issue. Are you aware of this, and is there any fix for it?

And sorry about this, but I wanted to ask you one more thing if I could? This is in regards to Online Billing. I know Quicken has made some changes there, and some billers that used to be available are no longer available. I gave up on using Quicken to actually pay the bills, but I have set up my credit cards (American Express and Citibank) as online bills and linked those to reminders. These bills used to update accurately, but no longer seem to report the amounts due, even though they don't report any error or other issues. I expect these billers are still supported, right? Again, we can start a separate thread on this if you'd rather.

Thank you again for all your help and support!

Quicken Alyssa

@jptra,

Thank you for following up, and I am happy to hear the Everbank issue seems to have self-resolved. I hope that sticks!

Absolutely no need to apologize about asking for help, that's what we are here for! I have split our full conversation into its own thread. The other thread was technically in a Mac category, and I didn't want others getting confused by seeing Windows steps.

The bill issue you mentioned, are these getting stuck in an "Awaiting Next Bill" status? If so, this issue has been reported, and if you would like, I can add to the escalation ticket. [CTP-15189] In order to be added, you would need to send over your log files by going to Help>Report a problem>Send to Quicken from within your Quicken software.

As for the issues you are having with Paycheck splits, I am unable to recreate this issue in my own Quicken. So I think it could be specific to your file. To test out if this is the case, we could follow some Advanced Data File Troubleshooting steps. You can start on step 3 in the linked support article. Once in the copy file, test to see if you are still seeing the same issues.

Note that if you find that the issue no longer exists in the copy file and wish to remain in this file, you will need to reconnect all of your connected accounts in Quicken. If you choose to return to your original file, you can do so by going to File and selecting the second file listed at the bottom of the menu choices.

Let me know what you decide and how it goes!