Nationwide Retirement Solutions

jrbuch
jrbuch Quicken Windows Subscription Member ✭✭✭
edited November 22 in Download, Add/Update Accounts (Windows)

It's been days now since Quicken reports "Nationwide Retirement Solutions is reporting connection issues. The associated accounts can't update right now. We are investigating the issue."

Is there any sort of ETA on this?

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Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @jrbuch,

    Thanks for reporting this! To confirm, is this the error you are seeing (though of course with Nationwide Retirement Solutions instead):

    image.png

    If so, some users have reported that the steps below have resolved this error for them:

    1. Run One Step Update (OSU) first to see if the issue resolves.
    2. If the issue persists, close Quicken
    3. Using Windows File Manager to rename the runtime.dat file located at: 
      C:\ProgramData\Quicken\Inet\FILENAME\ where FILENAME is the name of your current Quicken data file, e.g. My Quicken Data 2024 as seen in the image below. There usually is an \Inet\… subfolder for each Quicken data file in existence.
      • (For example, add a 1 at the beginning of the file name so it reads 1runtime.dat.) image.png
    4. Start Quicken and run One Step Update again to check if the problem is resolved.
    5. Close and restart Quicken to ensure changes take effect.

    📌 Note: The ProgramData folder is hidden by default. If you need help accessing it, Microsoft's support site has instructions on how to unhide folders.

    Hope this helps!

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

    That is the error. I tried that suggestion and the error is still there along with a CC-502 error.

  • jrbuch
    jrbuch Quicken Windows Subscription Member ✭✭✭
    image.png

    Here is a screenshot.

  • jrbuch
    jrbuch Quicken Windows Subscription Member ✭✭✭

    We also just got a 2nd account there and get this error when trying to add it. I can log into the accounts on the web.

    image.png
  • jrbuch
    jrbuch Quicken Windows Subscription Member ✭✭✭

    Any update on fixing this?

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @jrbuch,

    Thanks for following up and for trying the previous steps. Since you’re still receiving the CC-502 error, this is typically caused by maintenance or temporary issues on Nationwide Retirement Solutions’ servers. It’s possible to log into the bank website successfully and still see this error in Quicken.

    Please review and follow the guidance found in this support article regarding CC-502.

    If the CC-502 continues after following the article, please contact Quicken Support directly so our team can investigate further and escalate if needed.

    Thank you!

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

    I tried the steps in the support article without success although I didn't have the option for Update Now because it is a Simple Positions account. I tried Download Positions and still got the error. I tried reset account and now it won't connect at all. I didn't choose deactivate, but maybe reset account has the same affect. I guess I'll have to call.

    There's a message before I even try to connect it. This has been going on for at least two weeks now.

    image.png
  • jrbuch
    jrbuch Quicken Windows Subscription Member ✭✭✭

    I also tried a fresh Quicken file just for testing purposes and I was not able to add the Nationwide accounts. I get the same message as above. That would seem to rule out anything specific with my data file.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @jrbuch,

    Thank you for following up and providing these additional details.

    At this point, the next step is to contact Quicken Support directly. They will be able to investigate further and escalate if necessary.

    Thank you!

    -Quicken Anja
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