Ticket #11250780 Bank of Hawaii --- What is the Root Cause?

Quicken Mac Other Member ✭✭
edited March 29 in Errors and Troubleshooting (Mac)

I understand from the latest update on 10 Sept 2024 that this is an ongoing issue is it possible to have an update on the root cause creating the delay?

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  • Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Can you point us to other info about this …. rather than making us go searching. We're other users … and don't have access to "tickets".

    Q user since February, 1990. DOS Version 4
    Now running Quicken Windows Subscription, Business & Personal
    Retired "Certified Information Systems Auditor" & Bank Audit VP

  • Quicken Mac Other Member ✭✭

    Our teams (from Quicken support) have discovered that users with Bank of Hawaii are receiving an FDP-102 in Quicken for Mac and a CC-502 in Quicken for Windows.

    The error began after Bank of Hawaii released a website update, which now prevents all Bank of Hawaii users from updating/reconciling accounts from Quicken. Additionally, transactions downloaded cannot be imported to quicken for the same reason.

  • Quicken Windows Subscription SuperUser ✭✭✭✭✭
    edited October 2024

    When there's an update, it will be posted along with the initial notice.

    ONGOING 9/10/24 Bank of Hawaii - CC-502/FDP-102

    Quicken Jasmine

    Click the ribbon icon, to the right of the title line, to be notified when there's an update.

    But, since this is a Bank mess-up, per your message, how would you expect Q to know when it will be fixed?

    Q user since February, 1990. DOS Version 4
    Now running Quicken Windows Subscription, Business & Personal
    Retired "Certified Information Systems Auditor" & Bank Audit VP

  • Quicken Mac Other Member ✭✭

    I appreciate the follow up thank you

  • Quicken Windows Subscription Member

    Where zre we with the fix to this error / problem? any resolution?

  • Quicken Windows Subscription Moderator mod

    Hello @moufti,

    To receive updates, when available, and know when the issue is resolved, I recommend that you bookmark the alert linked in NotACPA's earlier post:

    Thank you!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Quicken Mac Other Member ✭✭

    I have spoken to Bank of Hawaii Customer Service and the matter is expected to be resolved on or about Oct 29, 2024. The root cause remained with the Bank of Hawaii due to their recent website update.

  • Quicken Windows Subscription Member ✭✭

    Hope the 29th is a legit date. I will be leaving BOH if it is not fixed. This clearly shows the level of commitment that BOH gives to its customers. 3 months to fix a software bug? You could have rebuilt the entire code by now.

  • Quicken Windows Subscription Member

    The expected resolution date of Oct 29, 2024 has come and gone and I am still unable to download my Bank of Hawaii transactions to Quicken. Is this issue still not resolved or is it just something I am not doing right on my end?

  • Quicken Mac Other Member ✭✭

    I sent an email to a BoH rep that called me regarding the 29th y stepdaughter and mentioned I still have no access. No response yet.

  • Quicken Windows Subscription Member

    I spoke to a BOH Customer Service rep on Thurs, Nov 7. I was told that Quicken completed whatever they needed to do on their end to resolve this issue. Bank of Hawaii now needs to do testing on their end. Could take a few days. Have attempted to download several times since then with no success. Will wait a few more days before calling BOH back if no results before then.

  • Quicken Mac Other Member ✭✭

    BOH testing didn't work as of this post. I'm still getting the FDP-107 error code. The downloading and uploading of the QFX file from BOH seems to work intermittently, which wasn't the case when this started. I also see a new update to the page managed by Quicken regarding this issue, and see there is still an issue as of 11/9 has no date to correct the issue. If it wasn't for the fact I have several other accounts managed by Quicken, I would have dropped Quicken and would have gone back to a handwritten ledger.

  • Quicken Windows Subscription Member ✭✭

    I spoke with Bank of Hawaii on November 13. They say they have fixed everything on their end and it is now an issue with Quicken. I have not been able to download transactions directly into Quicken since Oct 15. Importing a QFX file does not work. I also called Quicken support and go nowhere. I guess living in Hawaii, we're too lightly populated to matter :-(

    I am so fed up with both of these institutions - First Bank of Hawaii and QuickBooks may be on the horizon in 2025.

  • Quicken Mac Other Member ✭✭

    Concur

  • Quicken Windows Subscription Member
    edited December 2024

    Issue still not resolved as of 12/6/24. BOH did provide the workaround of downloading OFX file. It worked once. Just tried to update/reconcile accounts and the File-File Import-Webconnect.QFX does not work now.

  • Quicken Mac Other Member ✭✭

    I'm having a real issue in understanding why this hasn't been fixed. I resigned myself to accepting my TSP would never be updated automatically using the reconcile feature due to multi-factor authentication, but it now has been fixed. If BoH was a big bank this would have been solved by now for sure I would think. I'm disappointed, to say the least.

  • Quicken Windows Subscription Member

    Is there a workaround? Need to have this fixed before year end!!!!

  • Moderator mod

    Hello All,

    We do truly apologize for the frustration and inconvenience that this is causing. Our teams are still working towards a resolution, however there is still no current ETA.

    Thank you so much for you patience!

    -Quicken Jasmine

    Make sure to sign up for the email digest to see a round-up of your top posts.

  • Quicken Mac Other Member ✭✭

    The workaround would have been the ability to import the transactions until there was a long-term fix.

  • Quicken Windows Subscription Member

    As of 12/23, BOH connection attempt trying to reach "zz-Bank of Hawaii"
    Since the start of this problem 3 months ago, I've not seen this before.

    image.png
  • Quicken Windows Subscription Member

    Same here.

  • Quicken Mac Other Member ✭✭

    For those on this thread, I re-connected to my accounts with BoH and saw this is fixed, and it is, but with a hiccup. When I reconnected my accounts, Quicken didn't recognize my existing accounts and created new ones. I might have missed a step to merge with existing accounts during my excitement, but I don't think so. To get things in order. I highlighted all transactions that didn't download during the reconnect and re-reconciled all accounts to get things straight. Not the best solution, I'm sure. but at least I didn't lose my past transactions right before tax season. We'll see in about a week if this update holds.

  • Quicken Windows 2017 Member ✭✭

    Finally! After what was probably 4-5 months, BofH and/or Quicken got it figured out. I connected my existing BofH account and downloaded transactions. Back to normal.

  • Member

    I tried re-activating my checking account and got the screenshot above. So from the BoH site I exported the transactions. After clicking the downloaded QFX file I got the error message OL-221-A / OL-221-B. I was, however, able to successfully export transactions (1) for my saving account. After clicking that QFX file I pointed Quicken to existing account and every seems fine. There was even an indication that my one step download was re-activated for that account, though I don't know that for sure. I really don't want to go through the full "create a new account" routine like darrincox1966_ for the checking account. Any other ideas?

  • Quicken Windows Subscription Member ✭✭

    K_C, I recommend calling customer support. My transactions were still not downloading as of a few days ago. The TS agent tried all the steps but couldn't get it working so elevated the issue and started another ticket. The next day I spoke with a supervisor and was able to get 3 out of my 4 accounts working - downloaded all the transactions since Oct and did not have to start over, delete duplicates or enter anything manually.. Hopefully the last one will be operational later this week. Good luck!

  • Quicken Windows Subscription Member ✭✭

    DebinHI, customer support for which company, BofH or Quicken? This is still not working for me as of this morning.

  • Moderator mod

    Hello All,

    Are you still experiencing this issue? If so, could you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and attached screenshots (if possible)?

    Let me know once you have done so!

    -Quicken Jasmine

    Make sure to sign up for the email digest to see a round-up of your top posts.

  • Member

    I'm using Quicken Simplifi on a Mac and still having problems connecting to Bank of Hawaii. This has not been resolved for me. I am still getting the FDP-107 Error.

    Screenshot 2025-01-07 at 1.41.31 PM.png
  • Quicken Windows Subscription Moderator mod

    Hello @lilyo,

    I'm sorry to hear you're still encountering an issue connecting with Bank of Hawaii. Since you're using Quicken Simplifi, the process for correcting this issue is different from what the Quicken Classic customers need to do.

    Bank of Hawaii corrected the connection issue by creating a new connection. To switch your account in Quicken Simplifi to the new method, please follow these steps:

    1. Make your Bank of Hawaii account(s) manual. For instructions on doing that, please use this link.
    2. Once you've made the account(s) manual, please re-add the account(s). For instructions on doing that, please use this link.
      1. When re-adding the account(s), make sure to pick the Bank of Hawaii option, not the zz-Bank of Hawaii option. Screenshot 2025-01-07 at 5.05.31 PM.png
    3. Make sure to carefully re-link the account(s) in your Quicken Simplifi. For instructions on doing that, please use this link.

    This is the Quicken Classic Community, and most of the users and moderators here are not familiar with Quicken Simplifi. If you need further assistance with this issue or assistance with other issues in Quicken Simplifi, I recommend going to the Quicken Simplifi Community. You can find it at this link:

    Home - Simplifi

    https://community.simplifimoney.com/
    Here, you'll find Release Notes, new features, newly added banks, and other updates from our Product Team. Note: Product Update Announcements are for informational purposes only and are therefore closed to comments.

    I hope this helps!

    Quicken Kristina

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  • Member

    worked! thank you!

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