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Osaic eQuipt Pershing Accounts - OFX Error: 15500

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This discussion was created from comments split from: How to connect to a new Osaic eQuipt Pershing investment account?.

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CJColotti

I have had a connection to Pershing Osaic for months, and it just quit working the other day. It seems they changed their authentication workflow, and while the error below states it's a bad username or password… it is NOT. I am fully able to log in on their website with the same credentials. The login page changed, and it also appears the login workflow may have changed. I suspect the download integration needs to be fixed by Quicken.

error #1
level: (null) (Debug = 0, Critical = 6)

description:
The user cannot sign on because the user ID or password is invalid. (OFX Error: 15500)

suggestion:
An error has occurred. Please try again later. If this problem persists, please contact your investment professional at Osaic Wealth, Inc.

system description:
(null)

I can 100% confirm the credentials are fine on their website, so something else changed in their login flow that is now not allowing it, and the error is incorrect. The new login workflow redirects to here: https://auth.osaic.com/ which is not the same as it was before; it used to go to here: https://app.osaic.com/equipt/Home

Even the account setup option shows the second URL, and it seems they have split the app from authentication, where it used to be one and the same. I really suspect this is a broken integration now that Quicken needs to fix ASAP so transactions do not get too far out of sync. How do you even report an actual bug/broken product to them now?

[Edited - Readability]

Quicken Laura

Hi @CJColotti,

Thank you for sharing your experience and your thoughts on what might be causing the issue.

Based on the error you're encountering, I recommend following the steps in our support article for Error 15500. Before proceeding, back up your Quicken data file.

First, deactivate all the accounts with the affected financial institution

Open Quicken.
Go to the Accounts menu and choose Hide and Show Accounts....
Uncheck any accounts with this specific financial institution (FI) that are hidden in Lists.
When complete, click the Settings button in the bottom right of the register for the affected account.
Click on the Downloads tab.
Click on Disconnect Account, then click Done. Do this on each account with this FI.
Quit Quicken.

Second, delete Quicken passwords from the Keychain

Users on Sequoia MacOs

Open Finder and type "Keychain Access" into the Search bar in the upper right corner.
Double-click the Keychain Access icon in the Finder window.
If prompted to open the Passwords app, select Keychain Access instead.
On the left panel in the Keychain app, set the Keychains to login and the Category to Passwords.
Find and delete any entries that show Quicken or Quicken Connect and this FI name.
Quit the Keychain Access app and open Quicken.

Users on older MacOS versions

Open Finder and go to Applications > Utilities > Keychain Access app.
On the left panel in the Keychain app, set the Keychains to Login and the Category to Passwords.
Find and delete any entries that show Quicken or Quicken Connect and this FI name.
Quit the Keychain Access app and open Quicken.

Third, reconnect the accounts

If there are multiple affected accounts

Go to Accounts > Add Account.
Type the name of the financial institution and make the appropriate selection.
Enter your login credentials and click Continue.
When Quicken has returned all accounts discovered for this FI: In the Action column, make sure that the accounts are set to LINK to the corresponding accounts in Quicken (rather than Add or Ignore).

If there is a single affected account

Select the affected account in the account sidebar.
Go to Settings > Downloads tab and select Connect Account....
Type the name of the financial institution and make the appropriate selection.
Enter your login credentials and click Continue.
When Quicken has returned all accounts discovered for this FI, make sure the corresponding account is showing LINK in the action column and all other accounts are showing Ignore.

If the issue continues after completing these steps, I recommend contacting the online banking department of Osaic eQuipt Pershing to report the problem and ask for assistance.

If they’re unable to resolve it, please let us know what they find or recommend so we can determine the next steps.

I look forward to hearing how it goes!