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Quicken for Web says I'm not updated and need to upgrade???

Chris BogdonChris Bogdon Member ✭✭
edited October 2018 in Using Quicken on the Web
I installed Quicken 2019 and my Version shows:  Year 2019 and Version: R14.23, Build: 27.1.14.23

I wanted to give Quicken for the Web a shot for my wife to add items.   However, when I login to Quicken on the Web, I get:

The last desktop version you used (Quicken Windows R12.15) does not have full support for web sync.

I'm not sure why this is the case since my last sync was today?

How would I debug this?

Comments

  • splashersplasher SuperUser ✭✭✭✭✭
    edited October 2018
    Did you sync the desktop data file to the Quicken Cloud Account after you upgraded to 27.1.14.23?
    -splasher  using Q since 1996 -  Subscription  -  Win10
    -also older versions as needed for testing
    -Questions? Check out the  Quicken Windows FAQ list

  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018
    Hi Chris,
    Apologies--this is an error that sometimes occurs if your login token for Quicken is set to renew and you sync to the cloud at the same time--this essentially puts things out of sync.  If you close and reopen the desktop, then perform another sync, you should no longer see this message.  We're working to fix this incorrect messaging now--you're definitely up to date!

    Hope this helps,
    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Unknown Member
    edited October 2018

    Hi Chris,
    Apologies--this is an error that sometimes occurs if your login token for Quicken is set to renew and you sync to the cloud at the same time--this essentially puts things out of sync.  If you close and reopen the desktop, then perform another sync, you should no longer see this message.  We're working to fix this incorrect messaging now--you're definitely up to date!

    Hope this helps,
    Quicken Kathryn

    Similar post here:
    https://getsatisfaction.com/quickencommunity/topics/quicken-2019-web-access-conflict
  • Chris BogdonChris Bogdon Member ✭✭
    edited October 2018
    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?
  • Unknown Member
    edited October 2018

    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?

    I think I would try resetting the cloud data.
    Edit -> Preferences -> Quicken ID, Sync & Alerts -> Reset your cloud data
  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018

    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?

    Hi Chris,
    Sorry that didn't fix it for you--you are fine to proceed using Quicken on the Web, though--the error is incorrect.  

    If you have time, can you please submit your Quicken Cloud Sync and Quicken Cloud Services log through Help > Report a problem, and include ATTN: Kathryn in the subject line?  We'll use these to fix the issue on our end.  In the meantime, you can use the web app without issue--

    Thanks,
    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Chris BogdonChris Bogdon Member ✭✭
    edited October 2018

    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?

    Thanks Kathryn - I tried to resync the data, but it is still giving me the same error!
  • Chris BogdonChris Bogdon Member ✭✭
    edited October 2018

    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?

    I just sent you the data, please let me know if you need anything else!
  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018

    Yeah I did restart the desktop client but I'm still getting that Message!

    Any thoughts on other things or am I ok?

    Thanks, Chris--I'll get this info to the dev team and see if we can figure out what's going on--

    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Todd BachampTodd Bachamp Member ✭✭
    edited October 2018
    I am experiencing the same issue. 

    I received a Quicken update two nights ago. Yesterday I tried to log into Quickn for the Web. I was a beta tester using Quicken for the Web with no issues. After entering my credentials, the following error is displayed:
    Update Quicken desktop for the best web experience
    Thanks for trying Quicken on the Web!
    The last desktop version you used (Quicken Windows R12.15) does not have full support for web sync. Update to the latest version of Quicken desktop to get the best web experience.

    I opened Quicken for the desktop and clicked on Help > Check for Updates.
    The message states:
    You alredy have the latest versin of Quicken( Release R 14.23 ).

    I have tried synching and also resetting cloud data. The error still remains.

    Please tell me what I need to do to use Quicken for the Web or get the correct version of the desktop software. If you need log files, please let me know where to find them and I will be glad to send them.
  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018
    Hi All,
    Thank you for continuing to provide details!  We think we've located the cause of this issue, but we need to verify you've followed these exact steps and that you still see the error message:

    Please do the following in order:
    1. Log out of Quicken on the Web
    2. Close Quicken desktop
    3. Reopen Quicken desktop
    4. Perform a One Step Update with a cloud sync
    5. Open Quicken on the Web and log in
    Do you still see this issue after performing these steps?

    Thank you for your help in getting this resolved!
    Quicken Kathryn

    Quicken Kathryn
    Community Administrator
  • Todd BachampTodd Bachamp Member ✭✭
    edited October 2018
    I have followed the steps you listed and the error message is still displayed in Quicken for the Web.
  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018

    I have followed the steps you listed and the error message is still displayed in Quicken for the Web.

    Thank you, Todd!  Can you go to Help > Report a problem and submit your log files with ATTN: Kathryn as the subject?  They'll really help us fix this--

    Thanks!
    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018
    Hi All,
    I actually have another set of steps from our dev team (sorry for the repetition--we're eliminating potential causes) - please try these steps, in order, and let me know if there's any change:
    1. Log out of Quicken on the Web
    2. Perform a One Step Update with a cloud sync
    3. Close Quicken desktop
    4. Reopen Quicken desktop
    5. Open Quicken on the Web and log in
    Thanks,
    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Chris BogdonChris Bogdon Member ✭✭
    edited October 2018
    That may have solved the problem.   I'm no longer getting the message

  • Quicken KathrynQuicken Kathryn Administrator admin
    edited October 2018

    That may have solved the problem.   I'm no longer getting the message

    Excellent!  Thanks, for confirming, Chris!

    Quicken Kathryn
    Quicken Kathryn
    Community Administrator
  • Todd BachampTodd Bachamp Member ✭✭
    edited October 2018

    I have followed the steps you listed and the error message is still displayed in Quicken for the Web.

    I went through the steps again that you listed and the error is no longer displayed. 
This discussion has been closed.