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New QFX Download issue from PRINCIPAL.COM

I am a longtime Quicken for Windows user (since the late 90's) I've been downloading QFX files from Principal for my 401(k) since 2004 and don't usually have any issues.

I generally do this once a week after my contribution posts. For the last week and a half I have been getting the [OL-221-A] error shown in the attached screenshot. Searching Quicken support it says to contact the bank for this error when it happens with a downloaded QFX file.

This did not start happening until I did the May 2020 update (My version is R26.23 Build 27.1.26.23) and I doubt that PRINCIPAL has made any changes on their end.

Any suggestions on what I should try other than waiting for the next update to see if the issue is fixed?

Thanks

Comments

  • splashersplasher SuperUser ✭✭✭✭✭
    Try updating the FI list by doing:
    Tools->Online Center
    Hold down the LEFT Ctrl+Shift while clicking on "Contact Info"
    Check the box for Download FI List
    Click Refresh
    Then try the import again.
    -splasher  using Q since 1996 -  Subscription  -  Win10
    -also older versions as needed for testing
    -Questions? Check out the  Quicken Windows FAQ list

  • briansblairbriansblair Member
    Thanks for the suggestion - did not work.
  • briansblairbriansblair Member
    Just an FYI - I created a new Quicken File and set up a 401k account. Tried to import transactions since 3/31/2020 and received the same error.
  • UKRUKR SuperUser ✭✭✭✭✭

    If you haven't done so already, I'd say it's time to call Quicken Support on the phone and request help.  Let them do a screen share session with you to review a download log file on your computer, to determine the nature of the problem and to figure out how to fix it.

    Quicken Support:

    • To contact Quicken Support, please use this link only:
      https://www.quicken.com/support#contact-support  and select Chat or Phone support.
      Phone support is only available during posted business hours. The phone number can be found at this website.
    • To start Chat or see the support phone number, your browser must allow popup windows from https://www.quicken.com
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  • teeannteeann Member ✭✭
    This is happening to me as well. Just tried this 5/18/20. Not sure how long this is has been going on, since I only do it once a month or so. The Principal is my only account that makes me download manually like this, and I am not a fan. But this is the first time it has failed in the last 2 years.
  • briansblairbriansblair Member
    I suspect it started after the May update as I was able to do the last payroll period in April and then got sidetracked at the beginning of May and just went to do the first two weeks last week. I need to call support but haven't had time yet.
  • splashersplasher SuperUser ✭✭✭✭✭
    The OL-221-A error is generally an indication that an FI is not a participating Quicken partner.  Updates/upgrades to the program do not generally cause this sort of error.
    You need to contact Quicken Support to report this to make sure that they are aware of it since they don't really monitor this forum for issues.
    -splasher  using Q since 1996 -  Subscription  -  Win10
    -also older versions as needed for testing
    -Questions? Check out the  Quicken Windows FAQ list

  • briansblairbriansblair Member
    Finishing a chat with support. She wanted me to try to set up ONE STEP UPDATE. I had tried that yesterday in a new file that I created and it didn't work. Entire transcript is at the end of this post. Her final suggestion was this....

    You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution’s servers to correct the problem. This may require you ask to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can’t assist, an escalation with the financial institution may be necessary.

    I told her it started after the May update and this was the response.

    i do understand and i would really like to help you but Quicken does not have access to the financial institution’s servers to correct the problem. You will need to contact your financial institution to resolve this issue


    ===============================
    Thank you for contacting Quicken Chat Support. My name is Yeni. To better assist you, can I please have your first & last name, email address and phone number?

    AgentMay 19, 2020, 9:30am
    Thank you for that information! How can I help you today?

    MeMay 19, 2020, 9:32am
    Good morning. I’ve been using quicken for over 20 years. I am getting an OL-221-A error when downloading transactions from PRINCIPAL.COM for my 401k. This didn’t start until after the May update. I posted my question in the user-group forum and another user is having the same problem.

    I have created a new quicken file to just add the 401k account only and receive the same error when opening the QFX file


    AgentMay 19, 2020, 9:33am
    just a moment please

    MeMay 19, 2020, 9:33am
    My last successful import of a QFX was on 4/30
    I generally do it every week.BTW


    AgentMay 19, 2020, 9:34am
    i do apologize for the inconvenience, can you please go to tools and account list ?

    MeMay 19, 2020, 9:35am
    I’m there

    AgentMay 19, 2020, 9:35am
    can you please tell me if the connection method it’s direct connect or express ?

    MeMay 19, 2020, 9:36am
    It is set to NO. Principal does not offer direct connect. Have been downloading the QFX file for over 10 years now. Never had a problem until now


    AgentMay 19, 2020, 9:37am
    can you please click edit next to that account and go to online services to try to setup ?

    MeMay 19, 2020, 9:38am
    Yes…I’m making a backup first.

    AgentMay 19, 2020, 9:39am
    Good

    MeMay 19, 2020, 9:39am
    It is asking me to name this account, enter a statement ending date, employer name, etc.

    AgentMay 19, 2020, 9:39am
    please do it

    MeMay 19, 2020, 9:40am
    I don’t have a statement (as I would need to download it) It now wants me to enter securities


    AgentMay 19, 2020, 9:40am
    i though that you have it, sorry, you need to enter all that information in order to get the connection with the bank

    MeMay 19, 2020, 9:41am
    I did this yesterday when I created a new quickenfile. It then told me to download the transactions from the FI.

    Same error happened then

    AgentMay 19, 2020, 9:42am
    it will download once it’s connected, but first you need to enter all the information requested

    MeMay 19, 2020, 9:42am
    Yeah - I did that yesterday.

    I had the statement from 3/31 pulled up in a browser at the time


    AgentMay 19, 2020, 9:42am
    You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution’s servers to correct the problem. This may require you ask to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can’t assist, an escalation with the financial institution may be necessary.

    MeMay 19, 2020, 9:43am
    I do not believe that they have made any changes on their end. This happened immediately after the May update

    AgentMay 19, 2020, 9:44am
    i do understand and i would really like to help you but Quicken does not have access to the financial institution’s servers to correct the problem. You will need to contact your financial institution to resolve this issue.

    MeMay 19, 2020, 9:46am
    Well OK.
  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    Hello @briansblair

    Thank you for taking the time to share the details of this issue with the community, although I apologize for the negative experience with Quicken Support.

    A OL-221 error can be caused for a variety of reasons, in checking our master list of support Financial Institutions, "The Principal Group" is listed as supported for the downloading of 401k transactions via Web Connect (.QFX) files.

    This information indicates to me that there may be an error in the data contained within the downloaded .QFX file.  If you haven't already, please open the downloaded .QFX file in a text editor software, such as Notepad or Word, and review the information.

    If you aren't sure how to read the transaction data to locate any possible errors, I would be happy to assist and ask that you please go to the Help menu in Quicken and select "Report a Problem".

    In the window that opens, enter "Attn: Sarah Principal OL-221", attach the already downloaded .QFX file from Principal and click the Send to Quicken button when ready.

    Once uploaded, please just reply here to let me know so I can retrieve the submission and review the data on your behalf for any possible errors.

    Or if you would prefer, I would recommend contacting Quicken Support once more, by phone, so the Agent can share your screen and help review the data directly with you to locate any possible errors.

    I hope this information is helpful and please let me know if the Report a Problem submission is sent.

    Thank you,

    Sarah
  • briansblairbriansblair Member
    Thank you Sarah. I went back and looked at an old QFX file and downloaded a new one and looked at it. There is definitely an error in the QFX file that is being downloaded now as it contains no data. I have submitted a support message to PRINCIPAL and will see what kind of response I get. I sent you a message through the REPORT A PROBLEM, but this is what is in the exports from PRINCIPAL currently...there is no data.

    DATA:OFXSGML
    VERSION:102
    SECURITY:NONE
    ENCODING:USASCII
    CHARSET:1252
    COMPRESSION:NONE
    OLDFILEUID:NONE
    NEWFILEUID:NONE

    <OFX><SIGNONMSGSRSV1><SONRS><STATUS><CODE>0<SEVERITY>INFO<MESSAGE>SUCCESS</STATUS><DTSERVER>20200519110431.087[-5:EDT]<LANGUAGE>ENG<DTPROFUP>20110202143704.367[-6:EST]<DTACCTUP>20060212000000.000[-6:EST]<FI><ORG>www.principal.com<FID>2194</FI><INTU.BID>2194<INTU.USERID></INTU.USERID></SONRS></SIGNONMSGSRSV1><INVSTMTMSGSRSV1><INVSTMTTRNRS><TRNUID>0<STATUS><CODE>2000<SEVERITY>ERROR<MESSAGE>Connectivity Error</STATUS></INVSTMTTRNRS></INVSTMTMSGSRSV1></OFX>
  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    Hi @briansblair

    I appreciate your posting back with that additional information and I'm glad to hear that we were able to narrow down the cause of this issue as the empty .QFX file.

    Please let me know how it goes with the Principal Support team and if there is any further questions/concerns that I can assist with :)

    Thanks again,

    Sarah
  • briansblairbriansblair Member
    I just received this response from PRINCIPAL...

    Hello, Brian, and thanks for contacting us about your account.

    Unfortunately, we are experiencing issues with our systems regarding Quicken downloads. Our IT team is aware of this and is currently working on it. There is currently not an estimated time of resolution, though we recommend checking back in a couple of weeks. We apologize for any inconvenience.

    If you have further questions, just e-mail us through the secure participant website at principal.com or give us a call at 800.547.7754 and we'll be happy to help. We're available Monday through Friday 7 a.m. to 9 p.m. Central Time.

    Thank you,

    Principal®
  • HMcKFitzHMcKFitz Member
    Thank you Brian for digging into this. Hopefully they will resolve soon!
  • teeannteeann Member ✭✭
    Thanks for the scoop!
  • briansblairbriansblair Member
    I just checked - this issue has not been fixed yet.
  • Austin@[email protected] Member ✭✭✭✭
    I was able to successfully download and import my Principal 401k transactions today. Not sure if it's resolved for everyone, but it's working for me now.
  • briansblairbriansblair Member
    I happened to check on June 5 and it worked for me. Hadn't gotten around to coming back her to post - but it does seem they've fixed it. Although their support never reached back out to me to inform me of this.
  • knutsenknutsen Member
    Yes, it worked for me when I checked on the 3rd. I would have reported at that time, but the community site didn't get a confirmation email to me until yesterday :-/

    Early last week, Quicken phone support was unwilling to commit to inform me after the problem was fixed. They said they themselves would not be informed :-(
This discussion has been closed.