BrightDirections 529 and CollegeBound 529 stopped updating

ENS
ENS Quicken Mac Subscription Member ✭✭
edited October 12 in Errors and Troubleshooting (Mac)

The errors being reported by Quicken lay blame, incorrectly, on entered credentials, but the credentials haven't changed? The error code is FDP-103. Both refer to {"reason":"emptyAggregators","state":"notAggregating"} in the error messages. I have not changed my credentials and I have re-entered the same login information used on the web account but Quicken errors every time now. This has been going on 8 days with BrightDirections and has been going on for 12 days for CollegeBound.

The icons for the accounts showed up after the last update and now I cannot connect the accounts.

The only reason I pay for the service is because of the online updating. I don't have a reason to continue paying every increasing subscription fees when the software isn't reliable.

Tagged:

Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @ENS,

    Thanks for bringing this to our attention!

    Please review and follow this support article for troubleshooting instructions on error FDP-103.

    Hope this helps!

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭
    edited August 1

    Item 5 in that list of instructions appears to contain incorrect information or the items prior to it do.

    There is no settings icon the lower right corner after selecting an account from the list? I don't see a settings icon anywhere on the screen at that point. Could you provide up-to-date and accurate support instructions?

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20501550#Comment_20501550

    Thanks for your feedback!

    I’ve double-checked the instructions, and they are up to date. Please see the screenshot below showing the settings icon in the lower right corner after selecting an account from the list.

    image.png

    Alternatively, you can also try the settings gear near the upper right of the Dashboard tab.

    image.png

    If you still don’t see the icon, please provide a screenshot of what you are seeing.

    Thank you!

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭
    edited August 1

    My 529 accounts do not have any buttons at the bottom. Banking accounts have those buttons at the bottom. My investment accounts do not have buttons at the bottom of the screen. Investment accounts (529) have them at the top, thanks for letting me know where to look. So, the instructions are incorrect when it comes to investment accounts since they only mention the bottom right of the screen. They should mention that the button can appear in different places depending on the account type.

  • ENS
    ENS Quicken Mac Subscription Member ✭✭

    I was able to disconnect the accounts as described and removed the entries in Keychain Access. Now those accounts don't show errors anymore, but they also still fail to connect. Getting the exact same error with both accounts when trying to reconnect them.

    Collegebound529 and BrightDirections529

    image.png
  • Quicken Anja
    Quicken Anja Moderator mod

    @ENS Thanks for trying the steps and for following up with those details.

    At this point, and as noted at the bottom of the support article, you’ll need to contact Quicken Support directly for further assistance. Our support agents can collect and review your log files in order to investigate further and escalate the issue if necessary.

    Thank you!

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭

    Support just told me these two sites have known issues which are being investigated. I wish I hadn't wasted my time and disconnected my accounts now. I wish you would've known this Anja.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @ENS,

    Thanks for sharing your concerns. I want to clarify that this is not currently a known issue on our end. We actively post alerts for any known online connectivity problems which you can find here, and at this time, we do not have any such alert related to these financial institutions.

    Also, I’ve checked internally and wasn’t able to locate any recent support tickets for your account. To help me investigate further, could you please confirm if the email address you used when contacting support is the same as your subscription email? If it’s different, please don’t share it here since this forum is public—I can send you a direct message to collect that information safely.

    Alternatively, if you were given a ticket number for your support interaction, please provide that number, and I’ll be able to look it up that way instead.

    Thank you!

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭
    edited August 9

    Fredy shared information about an Ohio 529 experiencing the same issues as I am with my accounts generating the same error messages and insisted that it was related and that It was being looked into. This is the link Fredy provided to me: https://community.quicken.com/discussion/7964765/new-8-5-25-ohio-college-advantage-529-fdp-103-cc-503-and-fdp-106-cc-506/p1?new=1

    So, you're now telling me that Fredy wasn't totally honest with me? If BrightDirections and CollegeBoundFund529 aren't being investigated too then they should be. Why haven't my reported issues been added to your list? I thought he said he was getting those errors too.

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Alumni ✭✭✭✭

    Hello @ENS,

    Thanks for providing more information.

    I reviewed the link you shared, and the alert posted there is specifically for Ohio CollegeAdvantage 529, which is a different financial institution than BrightDirections 529 and CollegeBound 529. While the error codes may look similar, alerts are posted for each financial institution individually once confirmed to be a widespread issue for that particular one.

    I understand your frustration, especially since you were told by Support that it was related. At this time, we do not have an active alert for BrightDirections 529 or CollegeBound 529, which is why your issue hasn’t appeared on that list.

    Since you’re still experiencing the same errors after disconnecting/reconnecting, I’d like to confirm the ticket number from your previous Support interaction so I can review what was documented and escalate if needed. If you don’t have it handy, please let me know and I can send you a private message to safely collect your subscription email so we can locate your case.

    Once I have that information, I can verify whether your connection issues have been submitted for investigation and we can go from there.

    I look forward to your response.

    -Quicken Jasmine

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭

    Fredy didn't provide me a ticket number.

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Alumni ✭✭✭✭

    Hello @ENS,

    Thanks for letting me know!

    I have sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

    image.png

    Looking forward to your response!

    -Quicken Jasmine

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭

    I replied. You have not since then?

  • Quicken Jasmine
    Quicken Jasmine Quicken Mac Subscription Alumni ✭✭✭✭
    https://community.quicken.com/discussion/comment/20503920#Comment_20503920

    My apologies! Please check your inbox!

    -Quicken Jasmine

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭

    This is now happening with BrightDirections529

    image.png
  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    Since you are now receiving a FDP-102 error, which can often be caused by a temporary server error, please start troubleshooting by waiting 24 hours, then trying again.

    If the error does not resolve after you've waited 24 hours, please follow the troubleshooting steps in this article on FDP-102 errors: https://www.quicken.com/support/error-102-while-adding-account-quicken-mac/#section-windows-3

    Thank you!

    Quicken Kristina

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

  • ENS
    ENS Quicken Mac Subscription Member ✭✭
    edited August 18

    CollegeBoundfund529 still has the same errors as before. [Removed - Disruptive]

    And Brightdirections is down for maintenance, so no this is still an issue.

    image.png
  • ENS
    ENS Quicken Mac Subscription Member ✭✭
    edited August 18

    [Removed - Rant]

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    If BrightDirections is down for maintenance, then the FDP-102 error is expected, since the server that Quicken needs to communicate with to update your account(s) is not available.

    I sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

    image.png

    Thank you!

    Quicken Kristina

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

This discussion has been closed.

Categories