CLOSED 10/10/24 Empower Retd. 401K - $0 Investment Account Balance

Quicken Jasmine
Quicken Jasmine Quicken Mac Subscription Moderator mod
edited October 19 in Alerts, Online Banking & Known Product Issues

Our teams have discovered that users with Empower Retd. will not be able to connect with their investment accounts. Due to the ongoing $0 investment account balance issue (explained below), we have blocked connections with the FI while we work on a solution. 

Since we have began blocking certain FI's, downloads may result in a message reading "Quicken could not find any accounts for this bank". This is the intended behavior.

This is happening because our OFX Screenscrape (a form of Express Web Connect/Quicken Connect) is able to successfully capture account details but is unable to capture account activity. This is causing the accounts to be successfully added but showing a $0 balance with no activity. We are working with the appropriate parties so that our screenscrape captures all the correct information.

This has been escalated internally, though we do not have an ETA at this time.

To be notified of updates as they become available, please click the bookmark ribbon located in the upper right. If you do not see the bookmark ribbon, please make sure that you are signed into the Quicken Community. 

Thank you!
(Ticket #11211204)

-Quicken Jasmine

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Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    UPDATE 8/12/24

    We do not have an ETA at this time for a resolution for this issue, though our teams continue to work towards a solution. We apologize for any inconvenience and thank you for your patience. 

    Thank you!

    Quicken Kristina

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  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    ONGOING 8/19/24

    This issue remains ongoing and our teams continue to work toward a solution. No ETA or further details are available at this time, and this Alert will be updated once more information, updates, etc become available.

    We apologize for any inconvenience and appreciate your patience.

    Thank you!

    Quicken Kristina

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  • Quicken Anja
    Quicken Anja Moderator mod

    CLOSED 10/10/24

    This alert has been closed because Empower does not currently support Quicken connections. However, this issue is still ongoing and being investigated.

    Thank you!

    -Quicken Anja
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