Online backup

wiiiindy · August 7

Quicken's online backup was working fine (manual, not scheduled). It started failing at the end of July. When I click on the Online Backup icon I get this message in the drop down menu "This file has not been backed up for 8 days." No other error messages or explanations.

Any help appreciated since I am paying extra for this service!

Quicken Jasmine · August 7

Hello @wiiiindy,

Thanks for reaching out!

Let’s try to narrow this down a bit:

When you click the Online Backup icon and attempt the backup manually, does anything happen at all? (e.g., a progress bar, spinning icon, or does it just silently fail?)
Are you connected to the internet when trying the backup, and is your system time/date set correctly? Sometimes network or time sync issues can silently block online services.
Have there been any recent changes to your system—such as Windows updates, firewall/antivirus software, or network changes—that might interfere with Quicken’s ability to reach the backup servers?
Are you signed into your Quicken ID/account properly in the program? (Check under Help > My Quicken Account or Edit > Preferences > Quicken ID & Cloud Accounts.)
Have you tried logging out of Quicken and back in, or restarting your computer? That can sometimes reinitialize the connection to the backup service.

Looking forward to your response!

wiiiindy · August 8

It looks and acts as if it is working and the icon becomes spinning arrows.
Yes to both questions.
There are always updates. The only windows update since July 30 was an 8/7 .net update. I don't know how to check history of app updates but don't remember any.
Yes. I download txs from multiple accounts everyday without any issues in this time period. I haven't noted any other problems either.
I reboot Quicken daily and have rebooted the computer multiple times.

Looking forward to the solution! 😁

Quicken Kristina · August 8

Thank you for your reply,

To help troubleshoot, I checked our internal tools, and can see that since the 31st of July, the online backups show in pending status rather than completed status.

To further investigate this, please provide more information. What is your Quicken file size? What is your internet speed, especially the upload speed?

Was there anything that changed between July 30th and the 31st, such as any program or computer updates? Do you typically use a VPN or antivirus software? If so, have you tried pausing it when performing the online backup?

I look forward to your reply!

wiiiindy · August 9

File size 196.1 mb.

Internet: 45.37 mbps down. 1.67 mbps up

When I got your message above, I stopped Malwarebytes and tried again with the same result.

No changes I noticed, recall, or instigated.

Dan

Quicken Kristina · August 9

Thank you for your reply,

To help troubleshoot this issue, please try creating a new Quicken file, and test to see if that new file is able to successfully complete the online backup. For instructions on creating a new file, click here.

Once you have confirmed whether it works or not, please switch back to your main file and let me know the results. For instructions on switching between files, please click here.

Please let me know how it goes!

wiiiindy · August 10

HI. Created a new file. Online backup went smoothly and quickly. No issues.

Back to regular file - as before the online backup went very slowly. I expected as much due to the large file and slow internet upload speed. I occasionally clicked on the icon to see "Backup in Progress" to be sure something was happening. As before, it indicated steady, if slow, progress.

I didn't time it exactly but about 1/2 hour. When done the warning badge on the icon was gone! However, when I click on the icon it still shows "Last online backup: July 30, 2025 at 10:06 am". When I click on View backup/restore it also shows the newest file as July 30.

Dan

Quicken Kristina · August 10

Thank you for your reply,

Thank you for testing with a new file. Since the online backup is working with the new, smaller test file, but not with the main file, it's possible the problem is being caused by the file size and a slow internet upload speed.

Are you able to reduce the size of your main file at all? For instance, if you have investment accounts, you may be able to archive older investment transactions.

Thank you!

(CTP-13957)

wiiiindy · August 11

I did try Validate and Repair on the file. Found a few minor? things but had no effect on the online backup. I am not in the mood to learn how to do as you suggest since everything else works fine. And since I am paying $25 per month for internet (Verizon 5G) I don't think I'll upgrade that either. I am thinking that when something else stops working I'll study up and reduce the file size. Meanwhile I'll cancel the subscription and continue as always.

I do appreciate your advice.

wiiiindy · August 11

etc….

I doubt I am the only person with this issue. Are the software gurus going to figure out why it is happening? Large ifle and slow connection is a clue not a solution. Something is timing out. I think they should find where that is happening and fix the code so it doesn't.

Thanks, again.

[Deleted User] · August 11

@wiiiindy do you use Malwarebytes with any other antivirus software? If so that might be causing the issue.

Also, instead of just stopping Malwarebytes, uninstall it and reboot your computer. Even when you stop it, some aspects of it might be still working in the background.

Jim_Harman · August 11

In round numbers, 200MBytes x 8 bits/byte / (1.67 M bits/sec) is about 16 minutes to complete a backup, assuming your internet always runs at that speed. Please measure the actual time before it appears that the backup is complete. If Quicken has a 15 min. timeout, that would explain what you are seeing, except that there ought to be an error message of some sort. If your internet is sometimes slower, it would take even longer for the backup to complete.

wiiiindy · August 13

Exactly what I was thinking, Jim_Harman. I have not measured exactly but I think it is between 15 and 25 minutes. There is a timeout in the code that does not trigger a msg or ask if you want to continue. Poor coding for a commercial product - it ought to be fixed. I can't be ther only customer with slower upload speeds.

wiiiindy · August 13

CaliQkn, I use Malwarebytes but have for years and nothing has changed to make the backup stop working. Also I saw another post about scheduled backups still working but manual backups hanging that started at the same time - end of July. Sounds like another clue that Quicken's coding is to blame.

[Deleted User] · August 13

@wiiiindy your issues could be due to a slow internet connection as @Quicken Kristina mentioned. If you google or ask AI about Verizon 5G throttling service, you will get some interesting results.

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