One Step Update locks up Quicken connecting to NetXInvestor

Orthonormal
Orthonormal Quicken Windows Subscription Member ✭✭
edited September 30 in Errors and Troubleshooting (Windows)

Quicken Classic Deluxe for Windows R63.21:

This morning, the One Step Update screen gets hung up on Waiting… as the status for all institutions, when NetXInvestor is included in the updates being done. The other institutions run fine individually.

When it hangs, there is no option to exit the One Step Update, other than Alt-F4, which leaves the main Quicken window in a greyed-out state, responding to any input with a ding. Another Alt-F4 does not close the main Quicken window. Attempting to shut down, Quicken protests that it is in the middle of a One Step Update and should not be closed. The user can override and "shut down anyway". It can also be closed from the Windows Task Manager by using "End Task".

I have let it run for 10 or 20 minutes and it neither completes nor does it time out and exit.

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Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Orthonormal,

    Thanks for reporting this behavior! Since the issue only occurs when NetXInvestor is included in your One Step Update, it sounds like the freezing is tied to that specific connection.

    Please review this support article that covers scenarios like the one you’re experiencing—where a single account can prevent all others from updating successfully. It also provides several solutions to try, including:

    • Identifying and deactivating/reactivating the affected account.
    • Disabling or resetting Mobile & Web Sync.
    • Refreshing the Online Connected Services token.
    • Turning off pending transactions.
    • Validating and repairing your file.
    • Checking for interference from VPN, antivirus, or firewall software.

    Since NetXInvestor appears to be the one hanging your updates, I’d recommend starting with the deactivate/reactivate steps in the article. If that doesn’t help, continue with the other troubleshooting options listed.

    Let us know how it goes!

    -Quicken Anja
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  • Orthonormal
    Orthonormal Quicken Windows Subscription Member ✭✭

    I have gone through all of those steps except for uninstalling and reinstalling Quicken. After I deactivated online services for the affected account, I was not able to reactivate them. It prompts for my username and password, then pops up the message "Looking for your accounts at NetXInvestor" with a circulating status ring that goes on indefinitely. I have been watching it for a few minutes now. After completing the rest of the steps, I am still unable to activate online services for the account.

  • Orthonormal
    Orthonormal Quicken Windows Subscription Member ✭✭
    edited August 29

    And now I have uninstalled and reinstalled Quicken, including deleting the /Program Files (x86)/Quicken folder and the /App Data/Quicken folder, because it failed to install after the first uninstall.

    I still cannot activate online services for the NetXInvestor account.

  • Orthonormal
    Orthonormal Quicken Windows Subscription Member ✭✭

    I have a second data file that has the same exact problem with Chevron Federal Credit Union and "zzz-Fidelity Investments - DC". Those two hang at "Waiting…" in the One-Step Update Progress window. Other accounts download with no delay.

  • Orthonormal
    Orthonormal Quicken Windows Subscription Member ✭✭

    I notice that the accounts that cause the one step update to hang are the ones that do not have a little golden key icon next to them in the One Step Update settings window.

  • Quicken Anja
    Quicken Anja Moderator mod

    @Orthonormal Thanks for the detailed updates. Since the usual troubleshooting steps haven’t resolved the issue, one approach that sometimes helps with persistent account activation problems is restoring a backup from before the issue started. This can help reset the connection state for the affected accounts without impacting your other data.

    For instructions on how to do so, please refer to this support article.

    Thank you!

    -Quicken Anja
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  • Orthonormal
    Orthonormal Quicken Windows Subscription Member ✭✭

    I restored from a backup from two months ago, and have exactly the same problem.

    The fact that it's happening with three different financial institutions in two different data files, and in an older backup, suggests that it's not just a data file issue. The common thread seems to be the type of download — all the institutions on the "new" download method are working, all the institutions with the old method cause the hang.

  • Quicken Anja
    Quicken Anja Moderator mod

    Thanks for all the detailed updates. Since this issue persists across multiple financial institutions, data files, and even older backups, it looks like it’s beyond a typical troubleshooting scenario. The fact that it only occurs with accounts on the “old” download method further suggests it may need escalation.

    I recommend contacting Quicken Support directly so they can collect logs, review your setup, and escalate this issue as needed. Be sure to mention all the steps you’ve already tried, including deactivation/reactivation, reinstalling Quicken, and restoring backups—this will help them investigate more efficiently.

    Thank you!

    -Quicken Anja
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