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How to fix One Step Update for Fidelity NetBenefits?

Tommy

For about a month now, I get (after exactly 5 minutes of the spinning circle of death) a message that states, "Sign in to Fidelity Investments failed. Try Again. Sorry, the sign-in failed due to a timeout or connection error. Select sign in to authenticate via your web browser."

So, like the idiot I am, I follow directions and Try Again. Guess what? After another 5 minutes, another identical error message. The funny thing is that all of my other Fidelity accounts (plus everything else, except "Update Bills" which stopped working over a year ago), updates just fine.

I am using Quicken Classic Premier for Windows on Windows 11.

I have tried resetting the account and then deactivating and trying to reactivate it, which has put me in the current predicament.

I would appreciate any help with being able to reactivate downloads with OSU for Fidelity NetBenefits. Thank you

[Edited - Readability]

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Quicken Laura

Hi @Tommy,

Thank you for sharing what you’re experiencing and the troubleshooting steps you’ve tried so far.

I reviewed last month’s activity but couldn’t find any timeout errors from Fidelity, possibly because the account had been deactivated. According to our support article, this error can occur when there is maintenance or an issue with the bank’s servers that Quicken uses to download transactions.

However, since the issue does not affect all Fidelity accounts, there may be something specific to the affected account. To help us narrow this down, could you please provide the following information?

Are all of your Fidelity accounts (both affected and unaffected) associated with the same user ID, or do you use separate credentials for them?
Is the affected account accessible through two different sign-ons, such as in the case of a joint account?
What type of investment account is affected?
Are you currently seeing the CC-502 error when attempting to connect the account?
Are you trying to reconnect the account using the Fidelity Investments or Fidelity NetBenefits financial institution in Quicken?

I look forward to your response.

Tommy

Hello @ Quicken Laura,

Are all of your Fidelity accounts (both affected and unaffected) associated with the same user ID, or do you use separate credentials for them? —→ The Fidelity account that fails, (the only Fidelity "NetBenefits" account), has the same credentials as my other standard Fidelity Investment accounts which download without any problems. My wife's standard Fidelity Investments accounts have separate credentials, which also download without errors.
Is the affected account accessible through two different sign-ons, such as in the case of a joint account? —→ No
What type of investment account is affected? —→ A company sponsored 401k brokerage account, hence the "NetBenefits" designation.
Are you currently seeing the CC-502 error when attempting to connect the account? —→ No. The OSU download proceeds seemingly normally, but the 401k holding's prices do not update. I have had to enter these prices manually since the issue began. All other account's prices (Fidelity plus all other custodian's) update normally.
Are you trying to reconnect the account using the Fidelity Investments or Fidelity NetBenefits financial institution in Quicken? —→ Fidelity Investments financial institution. The Quicken OSU Online Services tab for the Fidelity NetBenefits account has automatically designated the "Financial Institution: Fidelity Investments" and the "Connection Method: Express Web Connect+". I do not have the option to reconnect using "Fidelity NetBenefits. So, when attempting to "Rest Account", all of the Fidelity accounts with my credentials reset at the same time through the Fidelity Investments financial institution. After the 5 minute spinning circle of death completes it's journey and I receive the Quicken error message, all of my Fidelity accounts continue to behave normally except for the 401k NetBenefits account, which of course, does not update prices or transactions.

I hope this helps you troubleshoot the issue. Thank you for taking the time to address this.

Quicken Laura

Hi @Tommy,

Thank you for taking the time to provide those additional details. That’s very helpful. Please try the steps below and let me know if any of them help you complete the reauthorization and reconnect the account successfully.

Back up your Quicken file.
Make sure your browser is up to date.
Check your browser extensions, pop-up blockers, and ad blockers.
Temporarily disable any that could interfere with the authorization process.
Clear your browser’s cookies and cache.
If Google Chrome is already your default browser:
- Click the three-dot menu in the upper-right corner.
- Select Delete browsing data.
- Check Cookies and other site data and Cached images and files.
- Set the time range to Last 24 hours.
- Click Delete data.
Revoke Quicken’s third-party access from your account on your financial institution’s website.
Try reactivating the account.
- Go to Tools > Add Account.
- Search for and select your financial institution.
- If prompted, choose the appropriate connection method.
- Follow the on-screen instructions.
- When your accounts are displayed, select Link to connect the account to your existing Quicken account. This helps prevent creating a duplicate account.
If the issue persists, try the process with a different browser.
To set Chrome as your default browser:
- Open Windows Settings.
- Go to Apps > Default apps.
- Search for Chrome.
- Select Set default.
- Return to Quicken and try the account reconnection process again.

Please let me know how it goes and whether you notice any changes or receive a specific error during the process.

Tommy

Hello Quicken Laura,

Thank you for your additional suggestions. I followed your suggestions carefully (except for changing browsers) and while those are all good ideas (some of which have already been employed), none has resolved the issue.

Since data downloads from my Fidelity NetBenefits 401k account worked flawlessly in the past, I suspect that the issue may be caused by Express Web Connect+ using a different data aggregator than Quicken had used in the past plus the fact that Fidelity Investment and Fidelity NetBenefits use separate data feeds.

This coupled with the known, and as yet unresolved, backend data transmission issue between Fidelity and Quicken (logged in Quicken systems under tracking ticket CTP-15258) regarding how proprietary workplace retirement funds pass daily valuation data to aggregators and the fact that the funds invested in the NetBenefits 401k are bespoke, have no ticker code, and are not publicly traded may explain why Quicken is now unable to download the daily price updates the following morning (?).

Additionally, another odd anomaly occurred today. Ever since this problem began early last month, I have logged into my Fidelity NetBenefits account to manually copy and enter the prices directly into Quicken. Yesterday I did not. This morning when I ran the OSU I was surprised that although OSU once again did not update yesterday's prices for FNB, it did update the prices from 2 days ago! Now I wonder if Fidelity Netbenefits data compilation simply follows a different aggregation schedule than public data aggregation found in Fidelity Investments (?) and all others. Perhaps if I download the FNB data later in the day, it will be a viable workaround until Quicken repairs this broken aggregation flaw (?).

Assuming those assumptions may be correct, I have edited and removed the "Security Name" (if present) and unchecked the "Matched with online Security" box from the security detail view.

I'll wait until tomorrow morning to test these theories at my usual time. If the first download is successful, I'll assume that the edits made to the security list resolved the problem. If it does not download correctly, I'll wait until later in the day (after 12 noon ?) to try again. If that is successful, I'll assume that it is a Quicken aggregation issue through Express Web Connect+.

Please let me know if you have any other suggestions.

Quicken Laura

Hi @Tommy,

Thank you for taking the time to follow the troubleshooting steps and for sharing the results with us. I’m sorry to hear they didn't make a difference.

Yes, you are correct. I reviewed the ticket you referenced, and Fidelity has confirmed that there can be a delay in the prices they provide for proprietary workplace retirement holdings. Quicken can obtain current prices for regular securities from partner sources, but these holdings are not publicly traded and may therefore experience a delay because Quicken relies on Fidelity’s data feed for pricing information.

With that in mind, I’d appreciate it if you could let me know the result of your next One Step Update and whether the prices eventually download later in the day.

Also, just to confirm that I understand the current situation correctly: the original “Sign in to Fidelity Investments failed. Try Again.” error is no longer occurring, and the issue is now limited to the Fidelity NetBenefits 401(k) not automatically downloading the latest prices, while the account itself remains connected and no error message is displayed. Is that correct?

Thank you again for your patience and for helping us narrow this down.

cyberphile

I have found that for my NetBenefits 401(k) account that also has proprietary funds, the prices are available from Quicken/Intuit the next morning. But because patience is not always one of my virtues, I log in to Fidelity's website around 9 pm Pacific time and download the prices from the NetBenefits Accounts→Positions tab, where I created a custom view with just the last price column, into a CSV file. I then reformat the columns in a spreadsheet to what Quicken wants to import (e.g., expanding the price column to 4 digits from 2 digits after the period).

[Edited - Readability]

Tommy

Hello Quicken Laura,

Correct. At this time, the original “Sign in to Fidelity Investments failed. Try Again.” error is no longer occurring, and the issue is now limited to the Fidelity NetBenefits 401(k) not automatically downloading yesterday's prices, while the account itself remains connected and no error message is displayed.

This particular error occurred when I attempted to resolve the core issue of "Fidelity NetBenefits 401(k) not automatically downloading yesterday's fund prices" by resetting and/or Deactivating/Reactivating the FNB account. I was able to resolve the “Sign in to Fidelity Investments failed. Try Again.” error by Deactivating/Reactivating ALL of the Fidelity accounts at the same time including the Fidelity Investment accounts. So, this particular error is not currently an issue.

The current problem, unable to download yesterday's fund prices from within my Fidelity BetBenefits 401k account using OSU or any other download method (i.e. the account's "Update Quotes only" or "Download Transactions" options or attempting to download through the "Portfolio" page's "Update" option) continues to persist.

However, I was eventually successful (sort of). After attempting OSU numerous times today beginning in the 7AM EDT hour and continuing throughout the morning, the prices finally updated on my first attempt after 12 noon at 12:15PM. Presumably the issue is related to the separate data aggregation streams (Fidelity Investments vs. Fidelity NetBenefits). The question now becomes, 'Why has this become an issue in the last month or two?'. What has changed at Quicken? What has changed at Fidelity? Only you can answer these questions.

The other questions are, when will Quicken resolve the open ticket CTP-15258 (opened well over a year ago), and is this even related to the current issue, or is the FNB pricing issue something entirely unrelated?

Thanks again for looking into this for us all. Please let me know if you have any other questions or suggestions.

Tommy

Thank you cyberphile for the suggestion. I too am somewhat impatient when it comes to expecting timely price updates from Quicken.

Your suggestions sound as if they are a viable option, but for me, perhaps a bit more complicated than I'd normally pursue. My solution up until now (see my last post to Quicken Laura) has been to go to the source (Fidelity NetBenefits) and copy/paste yesterday's closing fund prices into Quicken. Not being able to resolve this issue and resorting to 'old school' techniques kind of feels like a defeat, but you do what you have to do to make things work.

Unfortunately, as a result, I had become convinced that this is just another "Quicken-no-longer-owned-by-Intuit" bug that have become all too common. For those of us that have been loyal Quicken users from long before its sale to H.I.G Capital (2016) and then Aquiline Capital Partners (2021), you know what I mean.

Not to bash the current owners (too hard), because I'm sure their employees are trying their best to come up with new and inventive monetizing schemes to make Quicken an even better product. Good for them, but its just incredibly frustrating to have to wake up in the morning to find yet another new issue requiring a work around for a problem that never existed before.

Oh well. Such is "progress" (I guess). Good luck to you and your very clever 'work arounds'. 😉

cyberphile

You will soon realize the futility of trying to get Quicken or Intuit to fix problems with Quicken.