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Download failure with Key Bank

crossle86

I am on QW R48.15 on Windows 10. I have two data files, a large one for personal finance and a smaller one for my business. The transaction download was working earlier this week. Then, while doing a download on the smaller file, no transactions appeared and there were transactions waiting. I tried resetting, which did not help. Then tried to deactivate and reactivate. This appears to work until we got to the screen matching bank accounts to accounts in QW. Accounts did not match up, so I could not link to the existing. Tried it again and it appeared I got it linked but it just seemed something was off. Then a few days later, I tried to download again, no transactions and an error saying there is a problem, try again later (no error code). Tried resetting, and the busy circle appears, goes round and round as long as I wait, nothing happens. QW is locked. Have to abort QW. Deactivated again, but now when I click to activate download on the account, the QW screen loses focus (like it is going to launch a browser to connect to the bank), but nothing else happens, and I end up having to abort QW.

Today, the other file (big one), which was working, now does not download any trx (they are waiting) and gives no error. Tried resetting and got the busy circle and QW locked up. Had to abort. Did not go any further on this file.

[Edited - Readability]

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Comments

crossle86

An update: I just tried downloading credit card account at key bank and received error CC-505. Its possible I received the 505 on an earlier attempt but I'm pretty sure I received and error notification without a code. Note the problem accounts are checking accounts. I tried a savings account at key and no errors but no trx are waiting so not sure what that means but interesting that the checking and credit card accounts showed errors but the savings account displayed nothing.

Quicken Laura

Hi @crossle86,

Thank you for sharing what you're experiencing and for outlining the troubleshooting steps you've already taken. That information is very helpful.

I recommend saving a backup and updating Quicken to the latest available version, if possible: https://www.quicken.com/support/update-and-patch-20182019-release-quicken-windows-subscription-product/?srsltid=AfmBOooE6g_IsDcMf2UQG2NwgeVRDjDEOHF1eSpf8Smky77IE1OvC6Tj

After updating Quicken, please try updating your account again. If the issue persists, please wait one business day and try again, as recommended in our support article: https://www.quicken.com/support/error-when-using-online-services-cc-505?srsltid=AfmBOoqOrJQKqXmFf2ByrBZgjvAsa_3ahKwPAEvAle9Z-eilPz0en6IA#:~:text=First%2C%20wait%20one,next%20business%20day.

This error can sometimes be caused by a temporary issue with the financial institution's servers.

If waiting does not resolve the issue, please try refreshing the account connection by following these steps:

1. From your account register, select the Actions gear icon at the very top right of your register (Ctrl + Shift + N).
2. Select Update Now.

3. Follow the on-screen instructions to complete the update.
4. Repeat these steps for each financial institution experiencing this error.

If the issue continues for more than 48 hours, please contact Quicken Support for additional assistance. They can provide real-time troubleshooting and escalate the issue if needed.

You can find the Quicken Support phone number here: Support Home | Quicken. Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

Please don’t hesitate to reach out again if you have any other questions.

crossle86

So before doing the above procedure, I decided to try one more time to deactivate and reactivate my problem accounts with key bank. Previously the activate button would result in locked QW. This time, however, I cleared the Financial Institution Name from the account general tab. Then when I tried reactivate, the process worked. I was able to reactivate all of my accounts and get them downloading. Don't know what happened here but clearing the Institution name may have changed things or maybe the bank had some glitch which was corrected overnight.

One thing I did see is that previously my accounts were Express Web Connect and after reactivating they are all Express Web Connect+.

For the moment, my download issue appears to be fixed will relax after several more successful downloads.