Entered transaction does not show up - Fidelity

bassemir
bassemir Quicken Windows Subscription Member ✭✭
edited November 11 in Errors and Troubleshooting (Windows)

Just on one particular investment account, one step update does not show recent transactions. I have tried resetting the online connection but that does not resolve the problem. Note: other accounts with that Investment firm are working fine.

So I tried to manually enter the transactions. The first was a MiscExp transaction and that worked. Next I tried to enter a Sold transaction and after filling in all the fields and hitting enter I get that familiar "cha-ching" sound, but the transaction is not shown. It is blank. I thought perhaps I put in the wrong date, but I did not see it (plus the balances did not change). It was like that transaction was not accepted. This is only happening with a Sold transaction.

I tried calling support, but they are closed. Anyone see this issue before?

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  • bassemir
    bassemir Quicken Windows Subscription Member ✭✭
    edited November 11

    Here is some more information.

    I tried copying another "Sold" transaction in this account register thinking I would paste it in as a new transaction with different share and price information. When I do that, I get a Quicken informational message saying the date has to be prior to the date of the transaction I copied.

    So I tried manually entering a Sold transaction with an older date. That transaction was recorded in the register.

    In addition, my two other attempts to add that Sold transaction suddenly now show up in the register???

    It was like I had to refresh the register to get them to show up. Unfortunately, even though they are recorded in the register, the transaction does not show the $700.00 sale in the "Cash Amt" column. Instead, it just shows "N/A"

    Wondering if anyone out there can give me some suggestions. I have been using One-Step to download these transactions for years without a problem. I don't know what changed.

    [Edited-Readability]

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @bassemir,

    Thank you for providing these details. To better understand what’s happening, could you please provide:

    • A screenshot of the Sold transactions showing “N/A” in the Cash Amt column
      • If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.
    • The name of the financial institution associated with the affected account

    This will help determine whether the issue is with the transaction type, account settings, or the download data.

    Also, a few quick questions that will help narrow this down:

    1. Where is your Quicken data file stored?
      Is it located on your local hard drive (e.g., C:\Users\YourName\Documents\Quicken), or is it stored on a cloud-synced location or external drive (OneDrive, Dropbox, iCloud, USB, etc.)?
    2. Are you using a VPN when updating your accounts?
      If so, does turning the VPN off make any difference?
    3. Do you have antivirus or malware protection running, and if so, have you tried temporarily disabling it to test if the issue persists?
    4. When did the issue first start, and were there any system or software changes around that time (Quicken update, Windows update, etc.)?

    Regarding support availability:
    Phone support is closed on weekends. Their hours are Monday–Friday, 5:00 AM–5:00 PM PT.
    However, if you'd like assistance sooner, Chat Support is available 7 days a week from 5:00 AM–5:00 PM PT and can be reached via this link.

    Thank you!

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

    Here is a screen shot

    QuickenCapture4.png

    This is an account with Fidelity. I have 4 Fidelity accounts I track with Quicken. The other accounts have been updating without an issue.

    I am not using a VPN

    I am using Norton Utilities Ultimate for protection. Not sure how to disable it

    This specific issue was first seen when I tried to do an One-Step-Update in the beginning of October (the first of October).

    Windows does updates periodically under the covers. I can not say with any certainty what if any updates took place around the beginning of October.

    This specific issue has only been seen with one of 4 accounts I have with Fidelity.

    Thanks for your attention to my problem.

  • bassemir
    bassemir Quicken Windows Subscription Member ✭✭

    Oh, forgot… my quicken data file is locally on my computer hard disk.

  • Quicken Anja
    Quicken Anja Moderator mod

    @bassemir Thank you for the additional details and the screenshot—that’s very helpful.

    To better narrow this down, could you please confirm the account type for the affected Fidelity account (e.g., Brokerage, IRA, HSA, etc.)?

    • If the account is an HSA: There is a known issue where Fidelity HSA accounts are currently not returning transactions to Quicken. If that applies to your account, please see this Community Alert for details
    • If the account is not an HSA: Then this would be considered missing transactions. In that case, please review the steps in this support article for resolving missing or partial downloads.

    Regarding the manual entries showing “N/A” in the Cash Amt column—now that the transactions are visible after the register refreshed, are you still seeing “N/A” or is the cash value displaying normally now?

    If the “N/A” persists, that may indicate a minor file disconnect in that register’s lot/cost detail. Once you confirm the account type, we can advise the next steps.

    Thank you!

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

    The account is not an HSA account. It is a Deferred Annuity account with Fidelity.

    The N/A is still in the cash value column after a refresh (stop and start Quicken) when adding the transaction manually

    Additional information: Back to the original problem where doing a OSU on this account the transactions for September and October do not show up. This was why I was trying to add the transaction manually. As an additional test, I opened a new quicken file and only added the Fidelity Deferred Annuity account to that quicken. By adding this Fidelity account to this new Quicken file, the updated all sold transactions including September and October. But just the Sold transaction. In the past, every month I would get 3 transactions downloaded at the beginning of the month. 1) The Sold transaction 2) A MiscExp transaction showing Federal Taxes withheld 3) A Withdrawal transaction showing funds that were withdrawn from my cash balance column.

    Ideally I'd like for OSU to work so all three transactions show up each month. Alternatively I would like to be able to add the transactions manually. The issue with doing that and getting the "N/A" funds from the sale do not show up in the cash balance column.

    Hope this additional information helps.

  • Quicken Anja
    Quicken Anja Moderator mod

    @bassemir Thank you for confirming those details and for the additional context.

    Since the account isn’t an HSA and you’re also still seeing “N/A” in the Cash Amt column when entering the Sold transaction manually (along with missing transactions during One Step Update), this behavior will need a closer look at your data and logs to determine what’s happening.

    At this point, I recommend contacting Quicken Support directly so they can review your logs and investigate further, as well as escalate if needed.

    Thank you for taking the time to share everything you’ve tested so far!

    -Quicken Anja
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