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Accounts become disconnected from banks

yuriw

Hello all

Sometimes I get to the situation when QW after download shows several accounts as disconnected from the bank (little red sign), and the only way to fix it is to go thru every account and do online reset.

I run QW on a VM and keep copies of my data file and VMs backups.

What I am really wondering about is even after I restore a data file or even a VM the problem still needs to be fixed.
Where is the information about bank connections stored? Why doesn't restoring a VM with QW + data file fix the problem?

TIA

[Edited for Readability]

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Quicken Anja

Hello @yuriw,

We are sorry to hear about the issue you are experiencing!

First, could you please tell us the name of the bank you are experiencing this issue with? Is it only one bank, or multiple different banks (if multiple, please provide the name of each bank)? And do you receive any specific error message(s) and/or code(s) while trying to connect?

Check back and let us know! Thank you.

yuriw

Several banks: WF, Chase, BMO, Schwab

After the online update, banks were marked with the Sign forbidden icon.

Quicken Anja

Thank you for following up with the additional information!

I can see internally that all of these financial institutions have experienced an internal "Account Not Found" error.

Since this is occurring with multiple different financial institutions, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connected Services. However, I do recommend that you first save a backup file prior to performing these steps.

Navigate to Edit
Preferences...
Quicken ID & Cloud accounts
Click Sign in as a different user (or it might say Sign in using a different Quicken ID)
Follow the prompts to Sign Out
Sign back in using your Quicken ID (email) and password

Once that is done, see if the issue still continues to persist.

Let us know how it goes!

yuriw

Well, I have already fixed the issue.

I will try your suggestion next time it happens.

Can you answer my initial question?

" after I restore a data file or even a VM the problem still needs to be fixed.

Where is the information about bank connections stored? Why doesn't restoring a VM with QW + data file fix the problem?"

Where the information about bank online connections is stored?

Quicken Kristina

Thank you for the follow-up @yuriw,

I'm glad to hear you resolved the issue.

To answer your initial question, it depends on which connection methods you use. Please review this article for more information:

https://info.quicken.com/win/how-does-quicken-connect-to-my-bank#:~:text=The%20methods%20available%20for%20you,Direct%20Connect%2C%20and%20Web%20Connect.

I hope this helps!

yuriw

@Quicken Kristina

It looks that all banks with the connection problem have in common "Express Web Connect" method and all data is "imported into Quicken" and stored there.
You said "I can see internally that all of these financial institutions have experienced an internal "Account Not Found" error. "
So internally it was a known issue. Why then it's left up to the customer to troubleshoot and fix it?!

It seems reasonable that QW should have a logic to self-fix such issues, or at least prompt users on this and suggest recommended steps to resolve.

If you agree please make a suggestion to the dev team.

Such issues hit users very often.

Quicken Kristina

Thank you for your reply,

Are you referring to @Quicken Anja's earlier response?

https://community.quicken.com/discussion/comment/20471079#Comment_20471079

To clarify, she wasn't saying that the issue you encountered was a known issue. She was referring to internal tools we can access to see if there are any errors when you're trying to connect/update accounts.

If the issue you reported was part of a known issue, she would have posted the relevant alert or ticket number instead of asking you to troubleshoot (the only exception being if the alert or ticket specifically says certain troubleshooting steps may resolve the issue).

I hope this helps!