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Capital Group-American Funds updates stopped working

Swampdude

I have 3 funds with Capital Group-American funds. I've been successfully getting transactions via One Step Update for years.

About a week ago, One Step Update stopped working. I deactivated the online setups for all three funds and tried to set them up again. During the process, I successfully connect with Capital Group but it presents 3 funds with the same name and a blank balance so there's no way to distinguish the funds (see screenshot).

Has anyone else had issues with Capital Group lately?

I don't really want to set up the accounts from scratch and lose years of transactions (back to 1990).

Thanks…

Quicken-American Funds One Step Update issue.jpg

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Comments

gtgerbo

Swampdude

I have experienced similar with other accounts (not Capital Group-American Funds). I have found that the account number stored in Accounts Details throws Quicken off when attempting to reactivate on-line services. Sometimes I have to completely clear the Account Number field or enter the full account number.

Try again but before you do, click on one of your Capital Group-American Funds. Click on the settings button (upper right-hand corner). Click on "Account Details." Next, click on the "General" tab and clear the "Account Number" field (or delete the account number). Repeat this step for all for Capital Group-American Funds accounts.

If this does not work, go back and try entering the full account number (along with the fund number) in the Account Number field. - i.e., fund number followed by a comma followed by the account number.

Hope this helps.

Swampdude

gtgerbo,

I did as you suggested and deleted the fund Account Number for all three funds. When I went through the setup (using my SS# as the user), the three funds didn't show up named correctly or with balances, but the fund numbers were there, which was enough for me to link to the correct Quicken accounts.

A little clunky, but it worked! Fingers crossed that I'll receive future transactions. 🤞

Thank you for the tip!

gtgerbo

Good deal!👍

betssnow

This issue has also occurred for me with CPG/AF and my three accounts. I did try the tip above which is not working for me. I have also tried the various walk throughs Quicken provides around firewalls and networking/internet connections. It has worked for years and just stopped updating on 5/3 with error OL-297-A. Not sure what to do at this point other than submit the issue to Quicken. I will be interested to see if there are any other tips in resolution from like users.

TerrenceT

Capitol Group updated their online process. When you log in you are asked for a new user name & password. What is the best way to reconnect existing accounts to the new user name & password?

Quicken Kristina

Hello @TerrenceT,

Thank you for reaching out! If you need to update both the username and the password, then backup your Quicken file and follow these steps:

Choose Tools > Account List.
Click the Edit button next to the account you want to change the login ID for.
In the Account Details window, click the Online Services tab.
Click Deactivate, and then click Yes to deactivate online services.
Click Yes again, if necessary, to confirm your choice.
Repeat these steps to deactivate all accounts at this same bank.
Go to Tools>Add Account. Select the financial institution.
Enter the correct login ID and follow the on-screen prompts to activate your account.
Make sure to carefully link the accounts to the existing accounts in your file.

Let me know how it goes!

John Dahlgren

I deactivated and tried to activate and am now receiving an OL-292-B.

My original credentials still work for logging on to the Capital Group web page.

TerrenceT

I tried Kristina's method and get an OL-292-B. Then I tried John's method and I also get an OL-292-B.

Any other ideas?

TerrenceT

Forgot to add that I am able to log on to the Capital Group web site with my new user name & password (but cannot use my old user name/password anymore).

Quicken Kristina

Hello All,

We now have a Community Alert for this issue. Please bookmark the alert linked below to be notified of updates and be notified when the issue is resolved.

https://community.quicken.com/discussion/7973511/new-5-14-26-multiple-financial-institutions-ol-292-b-for-windows-and-error-16503-for-mac

If you do not see the bookmark ribbon, please make sure that you are signed into the Quicken Community.

Thank you!
(Ticket #12410107/CTP-17282)

[Edited - Updated Alert Link]

William.Gilmour

I'm also getting the

During the last online session, Quicken encountered an online error [OL-292-B].

error for the last several days. I talked to Capital Group and they say it isn't related to their website changes and is a quicken problem.

unknown

This content has been removed.

John Dahlgren

My Capital Group - American Funds "automagically" (no errors) updated successfully this morning. The value at Capital Group matches Quicken.

Has this been resolved?

Quicken Kristina

Hello @John Dahlgren,

Thank you for letting us know it's working! Some people are still encountering the issue, so it's not completely resolved yet.

Thank you!

oriddick2

I say Yes AND No. From Quicken, select Tools, Account List, then scroll down to the Investment or Retirement section, Look for ANY Capital Group - American Fund investment. Then move your cursor to the column "Transaction Download?" IF it DOES NOT read "Yes (Express Web Connect +)", then I think Capital Group and Quicken must shake hands, and agree to agree. I will believe their entire project is resolved when the Transaction Download says "Yes (Express Web Connect +)"

oriddick2

And btw, I'm getting successful connection and updates also, BUT Capital and Quicken are not paving that highway with "Yes (Express Web Connect +)".

Thanks

[Edited - Readability]

betssnow

Not sure if this happened for anyone else around Capital Group/American Funds but yesterday mine began working smoothly again. Yet today, I am now getting the errors once again for only my three CG/AF accounts. Error OL-297-A. Tried some of the tips posted earlier but this is getting frustrating working one day, not the next.

Quicken Kristina

Hello @betssnow,

Thank you for letting us know you're now seeing an OL-297 error. It is possible that this error is related to the ongoing known issue. If you would like to troubleshoot, I recommend following these steps from our article on OL-297 errors:

Update your internet security settings

1. Click the Start button and select the Control Panel.

Windows 10: The Control Panel is located in the Windows System folder in the Start menu.

Windows 11: Go to the Start menu and select All apps.

Then, go to Windows Tools and select Control Panel.

2. Select Network and Internet, then Internet Options.

3. Go to the Advanced tab.

4. Scroll down to the Security Section.

5. Verify TLS 1.2 is checked.

If it is not, check it.
If it is already checked, continue to the If the issue persists section below.

6. Click Apply, then OK.

7. Try your update in Quicken again.

If the issue persists

If updating the Advanced settings does not resolve the error, follow the additional steps below.

If you get this error with some (not all) of your banks

If only one bank is showing this error, it's likely a temporary issue; if this is the case, wait until the next business day and then try to update again.

In the meantime, make sure the settings are correct for accepting cookies.

1. Click the Start button and select the Control Panel.

Windows 10: The Control Panel is located in the Windows System folder in the Start menu.

Windows 11: Go to the Start menu and select All apps.

Then, go to Windows Tools and select Control Panel.

2. Select Network and Internet...

...then Internet Options.

3. Select the Privacy tab.

4. Click on the Advanced button.

5. If available, check the Override automatic cookie handling option.

6. Confirm that First-party and Third-party Cookies are both set to Accept.

7. Press OK, then Apply and OK again.

8. Close Internet Options and try updating Quicken again.

If the issue is not resolved after following the steps above, you will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you to ask to speak with an online services specialist who handles transaction download issues at the financial institution. If your financial institution states it can't assist, an escalation with the financial institution may be necessary.

I hope this helps!

betssnow

Appreciate the response and trying to help Kristina! Unfortunately that did not work. It is only CP/AF that has the issue none of my other 3 financial intuitions. This was occurring a week or more ago when everyone was having the issue and I do think it is part of that other issue… just odd that it worked for a day

Quicken Anja

Hello @betssnow,

Thanks for the update, and for trying the troubleshooting steps.

Since the issue is still occurring after completing those steps, the next step would be to contact your financial institution (Capital Group/American Funds) directly. Quicken does not have access to financial institution servers and is not able to correct issues that occur on their end.

When you contact them, it may help to ask for an online services or technical support specialist who handles transaction download/connectivity issues. If they’re unable to resolve it at first level support, you may need to request an escalation with their online services team.

Thank you!

QWThomas

RE: Swampdude's original linking problem from start of thread

Encountered this particular error yesterday. Fixed by unchecking the three checks on the left. That exposes the actual fund numbers on the Capital side and allows correct linking to the appropriate Quicken accounts.