OL-297-A error with Fidelity and Net Benefits One Step Update

Tony Luers · October 9

I have Windows

This actually started a few weeks ago, I was getting a message that my financial institute connection needs an update. Also, Fidelity and Net Benefits was being displayed as zzz-Fidelity and zzz-Net Benefits.

I asked on the community, another member said that doing the authorization was creating additional problems and he recommended not doing it until Fidelity forces it and the bugs are fixed.

A few days ago I was getting OL-295-A errors, now I'm getting OL-297-A errors.

What do I need to do? Do I authorize the update or keep selecting "remind me later"?

Quicken Anja · October 10

Hello @Tony Luers,

Thanks for reaching out! So far, this migration was optional, but Fidelity has now started the process of making it mandatory for all accounts.

During this transition, some accounts may temporarily show errors like the ones you mentioned. We also have this Community Alert regarding this error that provides additional information. The best approach is to dismiss the error, wait, and try the account update again later, and follow any prompts to re-authenticate.

Hope this helps!

Tony Luers · October 10

Thanks Anja,

So should people do the update (I heard there have been bugs) or should they keep putting it off until it's no longer an option?

mfelmlee · October 11

I am having the same problem as you described. The other help threads are so long and convoluted it is hard to understand what advice to follow.

Tony Luers · October 11

mfelmlee

I agree. I had others say not to do it because they were having issues, just keep selecting "remind me later" until you have no choice.

I seemed sometimes that even though you would get the error, it would still update. It appears mine is not updating now.

Quicken Anja · October 11

Hello @Tony Luers & @mfelmlee,

I completely understand how confusing this transition is—especially with the errors and mixed advice floating around. At this point, Fidelity has started the mandatory cutover, so some accounts will eventually need to go through the authorization.

For anyone wanting to be cautious, saving a backup of your Quicken data before completing the transition is a good way to safeguard your information. Beyond that, whether to authorize now or continue selecting “remind me later” is really a personal choice based on your comfort level.

Either way, your experiences and reports help the team track how widespread these issues are, so thank you for sharing!

Tony Luers · October 11

@Quicken Anja

Ok, so I did the authorization, struggled a bit, kept saying page unavailable, but I think I have it except for 1 problem.

There are 10 accounts, one of which is TMNA 401K. 9 went to Express Web Connect+, TMNA 401K is still Direct Connect.

A constant problem with any changes is that TMNA 401K used to be called T*** M*** N*** A*** 401K. The company changed investments years ago and the name instead of being spelled out was shortened to TMNA 401K.

So, go to update, it wants me to authorize Fidelity again. I do so, it adds the old name T*** M*** N*** A*** 401K and it is Express Web Connect+, but it has no transaction history anymore. TMNA 401K is the new name and the working account.

How do I get rid of T*** M*** N*** A*** 401K ?

How do I get TMNA 401K in Express Web Connect+ ?

Tony Luers · October 11

@Quicken Anja

OK, just another odd bit of information.

TMNA 401K has been the working account for years.

T*** M*** N*** A*** 401K keeps coming up now.

If I look in the transaction history, it looks like on 9/30 all shares in TMNA 401K were added to T*** M*** N*** A*** 401K. I'm retired, so I wonder if fidelity or the company changed the name again.

It seems all I need to do is delete TMNA 401K and I should be good?

Tony Luers · October 13

Here is Fidelity's response:

Dear Mr. :

My name is Viola and I am with the Technical Support team at Fidelity Investments. I do apologize for the difficulties you are experiencing, and can give you some more information about the Quicken disconnect you are experiencing.

Thank you for taking the time to report this behavior in. It is a reported outage and our development teams are working with Quicken developers to resolve this connection issue. They have not provided an ETA on this resolution, but they are working on this issue as they understand the number of customers this outage is affecting. I will add your report to the ongoing ticket as well. One again I do apologize for the inconvenience this has caused you

Mr. , we appreciate your business, have a good rest of your day.

Sincerely,

Viola

Quicken Kristina · October 14

Hello @Tony Luers & @mfelmlee,

Just to confirm, are you still seeing the OL-297 error with Fidelity?

I look forward to your response!

Tony Luers · October 14

@Quicken Kristina @Quicken Anja

Hello,

To update, it seemed that Fidelity would no longer update for me without doing the authorization.

I selected the authorization, but it was adding an account that I had asked about, but didn't receive any reply on what to do with it. I deleted the extra account, it appears to be working and I'm not getting the OL-297 error now.

However,

I had transactions occur on the 9th and 10th. When I did the one step update today, I had today's transactions, but the transactions from the 9th and 10th did not appear. There are 9 transactions, how do I find or access them? Why did they not update? I received a Quicken notice of a securities comparison mismatch for the 9 transactions, but have no idea how to find them or recover them.

Can you answer that or should I post a new question?

Quicken Anja · October 15

@Tony Luers Thanks for the detailed update—I’m glad to hear you were able to get the authorization completed and that the OL-297 error has stopped appearing.

As for the missing transactions from the 9th and 10th, this can happen for a few different reasons, such as how the data is being sorted or filtered in your register, duplicate matching, or the transactions still being marked as pending on the financial institution’s side. Please review this support article that walks through these possible causes and what to check for.

If the issue continues even after following the support article, then we advise that you please reach out to Quicken Support directly so they can review your log files and escalate if needed.

Thank you!

Tony Luers · October 28

@Quicken Anja

Hi, I have an additional question.

Since I did the authorization for the Express Web Connect, my accounts will not stay in order.

If they are 1, 2, 3, 4, 5, 6 for some reason # 4 keeps going to last position 1, 2, 3, 5, 6, 4. I move it back up, and if the program updates or closes, it will go back to the bottom.

I had an additional issue that in 1 account, any transactions from 10/ 9-10 did not update. I manually entered them, then they disappear. I renter them, happens again. I've entered them for the 4th time, don't know how long they'll remain.

How can I fix this?

Thank you.

Tony

Quicken Anja · October 30

Thanks for following up! This sounds like it could be a data file issue.

Could you please check where your Quicken data file is stored? Is it on your local hard drive (C: Drive) or a cloud-based/external drive (e.g.: OneDrive, DropBox, USB, etc.)? Also, when did this issue first start occurring?

Thank you!

Tony Luers · October 30

It is on my hard drive, C:/Users/Upnor/OneDrive/Desktop. It started about 10/11-12 when I had to do the update authorization for Fidelity express web connect.

Quicken Anja · October 31

Thanks for following up and providing those details.

This sounds like it may be a data file issue, so I suggest that you please try validating and/or super validating your data file. However, I do recommend that you first save a backup file prior to performing these steps.

Validate:

File
Validate and Repair File...
Validate File
Click OK
Close the Data Log
Close Quicken (leave it closed for at least 30 secs)
Reopen Quicken and see if the issue persists.

If the issue persists, proceed to Super Validate. If the issue is resolved after performing validation, then please disregard the instructions to Super Validate.

Super Validate:

File
Hold CTRL + Shift and click Validate and Repair File...
Super Validate File
Click OK
Close the Data Log
Close Quicken (leave it closed for at least 30 secs)
Reopen Quicken and see if the issue persists.

I hope this helps!

Tony Luers · November 14

Hi Anja,

Wanted to let you know that I think this solved my problem.

Thank you very much!😊

Tony Luers · December 3

@Quicken Anja

Hi Anja,

Things have been working pretty good since the validate/repair, but now I have another issue that occasionally happens.

The account list on the left has a balance that does not match the account balance in the register.

The higher balance is the correct balance.

It's been like this several days.

What causes it and how do I fix it?

Thanks,

Tony

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Quicken Anja · December 3

Hello @Tony Luers,

Glad to hear the previous issue was resolved with the validate/super-validate steps!

Regarding this new discrepancy—does this happen with the same account each time, or does it vary? Have you noticed any pattern around when it occurs (for example, after running One Step Update, editing transactions, or reconciling)? Also, does the balance eventually correct itself without intervention, or does it remain mismatched until you take action?

Check back and let us know! Thank you.

Tony Luers · December 3

@Quicken Anja

I only just noticed it a few days ago. Typically, the difference can be any account and is small and is usually Quicken has not caught up with Fidelity, particularly if many weekly payers are involved.

I have a thought on what might be the issue and have no idea how to fix it.

1 holding a few days ago had a reverse split. I did read that post-split the security would have a new CUSIP number. A window popped up asking me to match it with a security and I think I matched it to the old one.

The CUSIP in Quicken doesn't match the new CUSIP number.

Any way to back track?

Thanks!

Quicken Anja · December 4

@Tony Luers Thanks for the additional details and for explaining the situation with the reverse split and the CUSIP mismatch.

Because this involves an investment security with a changed CUSIP, one approach is to restore a backup from before the split, then carefully go through the split/matching process again to make sure the new CUSIP is matched correctly.

Let us know if that helps!

Tony Luers · December 4

@Quicken Anja

Hi, it just keeps getting worse. So, I have that problem fixed. It seems Fidelity sent information for the split twice. CUSIP turned out to be correct, not sure what happened, but after deleting the extra transactions it was OK.

However, New Problem!! I struggle to reopen Quicken.

This has happened one other time a week or so ago. There is the Quicken icon on my desktop that I always use, but for some reason it won't open the program, backup won't open, says it needs a file to open.

The first time it happened it wanted a disc to open or reinstall Quicken. Thankfully I had a really old disc and it opened. I'll attach screen shots of the messages. Is there a new disc that I can get that is current?

Do I need to just install a new version of it? I can't understand what happened to this missing file.

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