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Long-term Issues, new symptom, Linking Fidelity Account

KeithK23

Approx 18 months ago, when Fidelity changed their connection, I lost the ability to sync my inherited 401k account. I was told that the zzz-Fidelity account was the issue and and I should remove the connection and recreate it. At that point, I could not reconnect at all. Eventually, it got to the point that it would connect and redirect me to Fidelity to login, but after accepting the Fidelity agreement, it would state that my account could not be found. Now, it has changed again where I can connect, properly authenticate, accept the agreement, select my account to link and have everything on the Fidelity side indicate the connection is complete, but upon redirection back to Quicken, it states the sign in failed.

I am using Quicken Classic on Windows 11 25H2, using Edge. All are on the latest updates.

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Quicken Laura

Hi @KeithK23,

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

There are a few different factors that can trigger this error, so I'd like to gather a bit more information:

When you click Sign In and Quicken redirects you to the Fidelity website, are you copying and pasting the authentication URL into a different browser?
During the authentication process, is anything causing delays, such as multiple two-factor authentication attempts or messages indicating incorrect login credentials?
Are you using a VPN?
Do you have a pop-up blocker, antivirus software, or firewall that might be interfering with the connection?
Have you tried temporarily setting a different web browser as your default and then completing the authentication process using that browser?

I look forward to your response.

KeithK23

Clicking the Sign-In button from within quicken quickly opens and loads the sign in Fidelity page. I do not have to copy/paste anything. The entire sign in process, accepting the terms, selecting the account, etc is all relatively quick and smooth and everything within the Fedlity process flows without issue. It is not until the redirect back to Quicken when any form indication of any issue is presented. I am not on VPN and have attempting this from various network connections. I also just had to reconnect my Voya account, which went through the same process, but it was able to fully connect without any issue.

Quicken Laura

Thank you for your response.

Given the nature of this issue, I recommend contacting Quicken Support directly for further assistance. They can provide real-time troubleshooting guidance and escalate the issue if additional investigation is 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.

I apologize that I could not provide a more direct solution, but please don’t hesitate to reach out again if you have any other questions.

KeithK23

After spending 90 minutes on the phone with support, I was told this issue was directly related to:

RESOLVED 8/4/26 Fidelity Investments - CC-511/ FDP-6000 - Quicken

However, even after that issue has been reported as resolved, the issue persists for me. I have done some additional investigation and discovered this is recorded in the QCS.log file after each attempt to establish a connection to Fidelity.

################### Thursday, August 6, 2026, 18:19:42 #####################

ERROR:

ReadMixpanelFileAndSend : Index was outside the bounds of the array.

######################################

Can a ticket please be opened, so I do not have to go through all of the same processes, wasting more of my time trying to get proper escalation within support?

Quicken Laura

Hi @KeithK23,

I'm sorry to hear you're still experiencing issues with your Fidelity accounts in Quicken, and thank you for sharing the error from the QXS.log.

I reviewed your account on our end and can see that your accounts were successfully authorized in Quicken, but no accounts were linked. Based on that, it appears that you're no longer encountering the "Sign in to Fidelity Investments Failed. Try again." error.

Could you let me know what happens after you reauthorize your accounts on the Fidelity website and it redirects you back to Quicken? For example, does Quicken return to the Add Account window, display an error message, or simply not link any accounts?

I look forward to your response.

KeithK23

Whatever you may be seeing on your end is giving you a false sense of success. I am indeed still experiencing the same exact issue. There has been no changes. The additional information I have provided is simply related to attempting to do further troubleshooting on my own.

Quicken Laura

Thank you for clarifying that you’re still experiencing the same issue. I’ve sent you a direct message with some additional information. Please check your messages in the upper-right corner when you have a chance.

Let me know how it goes, or if you have any questions!