Reauthorizing Accounts (Fidelity and Merrill Lynch)

DCParker · October 19

When trying to reauthorize, the process is stuck on the sign in screen and will not move forward. I have to end task to get out of the Quicken Program. I have waited as long as 20 minutes and it never moves forward.

DCParker · October 20

Update - I created a new Quicken file and was able to set up the accounts and download transactions. Therefore it must be something with my current Quicken file. I did a Validate & Repair process and it did not fix the issue.

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Quicken Alyssa · October 20

Hello @DCParker,

Thank you for sharing your experience. I am happy to help.

Great job testing the issue by trying a new file. I do have a couple of follow-up questions for you.

Where is your data file located?
Is your file being synced/backed up by any third-party services like Carbonite, Dropbox, Norton, or OneDrive?
How long has this issue been happening?
Are you using any VPN/Firewall/Antivirus? If so, have you tried disabling it before performing the One Step Update of your accounts? - I think this is less likely the culprit since the test file worked, but we can check it just to rule it out.

Let's start with that and go from there.

Looking forward to your response.

Lukaku1744 · October 20

I reposting here a Fidelity problem I have, just hoping for a Quicken moderator comment. I still have ticket #11981985 opened with customer support.

I am using Quicken Deluxe for Windows R64.30. Since 9/20 I am forced to avoid downloading transactions from Fidelity and inputting them manually (many transactions). The main issue is that during the download Quicken performs a price correction (particularly) of one fund erasing all the prices of that fund before a certain date. That is altering all my balances and historical positions. Once that happens the historical prices of that fund cannot be recovered or download again. Contacted multiple times customer support and I have still a ticket open, with absolutely no positive support. All the solutions provided were ineffective and actually made me loose hours and hours of time to recover the right data. The recovering of a backup copy of the system is not as straightforward as Quicken and its technical support think it is. I also sent screen shots of the issue, but the attention that I got was close to zero. I turned off the download from Fidelity, the prices update and the cloud backup during the one step update, in order to continue to use the system. I can update the prices of the stocks/funds only using the update function in the investing tab. That process only update the previous day stocks/funds prices avoiding problems. In this way I have no bond prices update at all, because are provided as I recently understood by Fidelity. It is an unbearable situation.

DCParker · October 21

Quicken Alyssa - my Quicken File was being backed up to my OneDrive. I moved a copy to my C: drive (where my test file also resides), but unfortunately, it would still not connect to the financial institution websites. The Test Quicken file seems to be working fine. I was able to add other financial institutions today and update the portfolio. It seems to be some issue with the Quicken File. I don't think the issue is my Antivirus, as would it not also cause issues with the new Test file?

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Quicken Alyssa · October 21

Hello @Lukaku1744 & @DCParker,

@Lukaku1744,

Thank you for sharing your experience, though I am sorry for your frustrations.

I reviewed your recent tickets with support, and it appears that the troubleshooting process may have been incomplete. I would suggest that you reach back out to continue with Quicken Support. After completing the troubleshooting, you should have a solution or an escalation for this issue.

Let me know how it goes!

@DCParker,

Thank you for following up with additional details.

Great job moving the file, as that would be my next suggestion. We do recommend keeping it in that default location on the C: drive, to avoid damage from occurring to the file.

Let's try validating your file. To do this:

Go to File.
Select Validate and Repair file…
Check the first box for Validate file.
Click Ok.

Once that is done, check to see if you can now authorize, and let me know how it goes.

Thank you!

Lukaku1744 · October 21

Quicken Alyssa

I am not sure exactly what do you mean when you say that the troubleshooting process is incomplete. Tech support suggested to deactivate the online services for all the eight accounts that I have with Fidelity and then re-activate them again. This was needed according to them because one account was still using the old protocol and was labelled zzz-Fidelity in the one step update. The process of doing that was taking forever and I decided not to keep the tech support on the phone forever, also considering that he was extremely condescending and not very nice. In addition, I was sure that it would not have worked. I believe that the new protocol to be used with Fidelity changed in August and everything was working fine until September 19/20. Something happened that day/night between Quicken and Fidelity that caused the issue. The night of September 19 I could not perform the one step update. It was taking forever and only after multiple attempts and waiting a long time I got some data but the price correction described in my message occurred. It was the first time that I was seeing that process and I am using Quicken for decades. The night of the 19 and the whole morning of the 20 downdetector was reporting a huge amount of issues with Quicken. After that date I was not able to make work properly the download of data from Fidelity.

Quicken Alyssa · October 22

@Lukaku1744,

Thank you for following up with those additional details.

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.

Thank you!

Reauthorizing Accounts (Fidelity and Merrill Lynch)

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