Anyone having issues getting Fidelity Downloads today ?

Bill O'Neil
Bill O'Neil Member ✭✭✭
edited January 7 in Investing (Windows)

Just started today.

Tagged:

Comments

  • maddocbo
    maddocbo Quicken Windows Subscription Member ✭✭

    yes having trouble with all downloads

  • Quicken Anja
    Quicken Anja Moderator mod
    edited January 16

    Hello @Bill O'Neil & @maddocbo,

    I checked internally and can see a CP_ACCOUNT_NOT_FOUND errors occurring on both of your accounts.

    For @maddocbo, the error is showing across multiple financial institutions.
    For @Bill O'Neil, it appears limited to Fidelity and Merrill Lynch.

    On both of your ends, what are you seeing when you run One Step Update?

    • Are you getting an error message/code, or
      • If so, please provide a screenshot of what you are seeing. 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.
    • Does the update complete successfully, but nothing downloads?

    Since this looks like an account-level issue, we’ll need logs to dig in further. Please submit them via Help > Report a Problem and include:

    • Log files
    • A brief screenshot of what happens during/after update
    • A sanitized data file image.png

    Let us know once these are submitted.

    Thank you!
    (CTP-15959)

    -Quicken Anja
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  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    Mine updates and then nothing downloads. No error messages. Just doesn't do anything. Where do I get a sanitized data file ?

  • bmciance
    bmciance Quicken Windows Subscription SuperUser ✭✭✭✭✭
    https://community.quicken.com/discussion/comment/20531153#Comment_20531153

    In Quicken go to Help > Contact Support > Sanitize Data File Copy and then click on "Create a sanitized copy of your data file".

    Quicken Windows user since 1993.

  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    I just sent it.

    Thanks !!!

  • Quicken Anja
    Quicken Anja Moderator mod
    edited January 9
    https://community.quicken.com/discussion/comment/20531164#Comment_20531164

    Thanks for the update and for sending the files! We'll get them attached to the ticket.

    Additionally, I do want to inform you that upon reviewing your account here internally, we are also seeing another internal error occur each time it seems you attempt to log in. Due to this error, we advise that you please contact Quicken Support directly for assistance as this error will likely require an escalation to be filed with the proper team in order to successfully resolve.

    Thank you!

    -Quicken Anja
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  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    What's the ticket number ?

    Still having problems

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20532612#Comment_20532612

    @Bill O'Neil The ticket number is CTP-15959, and is currently still open and being investigated by our team. We do not have an ETA on resolution at this time.

    Thank you!

    -Quicken Anja
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  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    So I shouldn't do anything until I hear from you ?

  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    Any update on my internal problem ?

  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    Hello, any updates on my problem?

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Bill O'Neil,

    Thanks for checking back in!

    At this time, ticket CTP-15959 is still open and under investigation, and unfortunately, there are no new updates or an ETA to share yet. I know that’s not the news you were hoping for, and I appreciate your patience while this is being worked on.

    Since this is an account-level issue tied to an internal error, there isn’t any additional troubleshooting we can recommend at this time. You’re welcome to try reconnecting periodically in case the issue resolves, but otherwise, no action is required on your end at this time.

    Thank you for your continued patience!

    -Quicken Anja
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  • Bill O'Neil
    Bill O'Neil Member ✭✭✭

    When you say account level do you mean Fidelity ?

  • Quicken Anja
    Quicken Anja Moderator mod

    @Bill O'Neil Good question—by account-level, I don’t mean that the issue is with Fidelity itself.

    Instead, it appears to be specific to how your account is interacting with the download service, rather than a widespread Fidelity outage or a general connectivity issue affecting all users.

    Because of that, the issue needs to be investigated on an individual basis by our backend teams using the logs and data already attached to ticket CTP-15959. That’s why there isn’t any additional troubleshooting to recommend right now and why it isn’t something you’re doing wrong on your end.

    Hope this clarifies things!

    -Quicken Anja
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  • NotACPA
    NotACPA Quicken Windows Subscription SuperUser ✭✭✭✭✭

    I hadn't noticed the matter until I saw this post. When I looked at by Fidelity accounts in Q, they hadn't updated since 2/5 … even though they're all set for Scheduled Updates at 7am daily.

    But, when I started a manual update from within Q, all went without problem.

    So, it looks to me like whatever the issue was has been resolved.

    Q user since February, 1990. DOS Version 4
    Now running Quicken Windows Subscription, Business & Personal
    Retired "Certified Information Systems Auditor" & Bank Audit VP

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