Baird & Chase OL-297A Errors

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DaveF
DaveF Member ✭✭
edited July 2022 in Errors and Troubleshooting (Windows)
I have accounts with Schwab, Baird and Chase. When I do a One Step Update, for all, I get a OL-297A Error on the Chase and Baird accounts. The Schwab accounts update OK. I uncheck the Schwab accounts and do OSU again. Baird usually updates this time. Uncheck Baird and do OSU again and finally Chase updates. I'm doing to try to update each individually on Monday using the gear in the upper right corner.
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  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @DaveF,

    Thank you for contacting the Quicken Community, though I do apologize that you are experiencing this error with your accounts. 

    I have located a support article that discusses troubleshooting steps to take when presented with the OL-297-A error. You may follow this link to access that FAQ. Please keep in mind that it is recommended to save a backup before proceeding with troubleshooting steps in the event that you would like to return to your original starting position. 

    Please let us know how it goes!

    -Quicken Jasmine

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  • DaveF
    DaveF Member ✭✭
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    No, same results. However, if I update Baird, using the Update from the gear in the upper right corner, it works the first time. Doing the same thing with Chase, it took 3 times before it updated. I did notice that the OL-297A error appears almost as soon as I select Update Now in the OSU.
  • Quicken Jared
    Quicken Jared Alumni ✭✭✭✭
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    DaveF said:
    No, same results. However, if I update Baird, using the Update from the gear in the upper right corner, it works the first time. Doing the same thing with Chase, it took 3 times before it updated. I did notice that the OL-297A error appears almost as soon as I select Update Now in the OSU.
    Hello @DaveF, 

    Thank you for reaching out about this issue and conversing with us once again. I am sorry that the issue appears to be ongoing.

    Provided that the steps provided in the Support Article linked by @Quicken Jasmine have been followed in order, the next course of action would be to reach out to the financial institutions associated with the affected accounts. You can see this recommendation in the instructions of the article at the bottom of the page, once all troubleshooting menus have been extended by clicking on the blue text within the article:

    If the issue is not resolved after following the steps above, 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 recommend requesting to speak with a 'Tier 2' representative or escalations team once on the line with phone support, as these individuals will be more familiar with third-party applications.

    Feel free to reach out with any additional questions or concerns.

    Thank you,

    Quicken Jared 
  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @DaveF,

    Thank you for attempting those troubleshooting steps and for updating me.

    Next, I suggest creating a test file and adding the Baird and Chase account(s), and then initiating a One Step Update to see if it produces the same error message. It is recommended to save a backup before proceeding with troubleshooting steps in the event that you would like to return to your original starting position. Below are instructions on how to create a test file:
    1. Choose File menu > New Quicken File.

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Select New Quicken File.

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Click OK.
    2. In the File name field, enter the name of the new file, then click Save. Use a name like "Test File" to tell it apart from your main file. 

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows
    Don't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right-angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you.

    1. Sign in with your Quicken ID. If you are prompted to create a Quicken ID but already have one, click Sign In under the Create Account prompt. 

    Advanced Data File Troubleshooting to Correct Problems With Quicken for Windows

    1. Select to not use Mobile.
    2. Click Add Account to start adding accounts to the new file.

    After adding accounts, see if you are experiencing the same problems in this test file. 


    Please let me know how this goes, I look forward to hearing your response. 

    -Quicken Jasmine

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  • DaveF
    DaveF Member ✭✭
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    OK, I think I got it figured out. (fingers crossed)
    I did what you recommended - start a new Quicken file. At first when I selected Chase, Quicken told me it couldn't find Chase. I set up manually, without online access. I then edited the account to add the online connection. (see chase1.jpg) In setting up Online services Quicken defaulted to Express Web Connect +. Chase uses Direct Connect. I had to modify the access method. When I attempted to connect, I received another screen (see chase2.jpg) I received an email from Chase asking me to log in to them and check Secure Messages (see chase3.jpg) Also, see chase3.pdf for the text of the secure message.
    Long story short, followed instructions and got online. Similar situation for Baird.
    We'll see tomorrow when I try OSU.
  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @DaveF,

    Thank you for updating me and for providing screenshots and more information. 

    Looking forward to hearing how the One Step Update performs tomorrow. 

    Have a great rest of your day!

    -Quicken Jasmine

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  • DaveF
    DaveF Member ✭✭
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    I solved the Chase issue by disconnecting online services and reconnecting using Web Express Connect. So far that is OK. Baird issue is now in the hands of Baird Tech Support
  • DaveF
    DaveF Member ✭✭
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    I believe I finally got this issue sorted out, after hours and hours of troubleshooting with Baird Technical Support and others. I stumbled on a clue when I happened to be using McAfee VPN and everything worked as it should. As a test I disconnected VPN and tried again -- OL-297A error. I fiddled around with the McAfee LiveSafe settings, especially the Firewall. Could never get One Step to work correctly. I finally threw up my hands and uninstalled McAfee LiveSafe software in it's entirety. One Step update works consistently. The only thing I can think of is a McAfee setting got changed somewhere in their Auto Update process. However, that's conjecture.
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