Unable to download transactions from Janus Henderson

ssohani
ssohani Quicken Windows Subscription Member ✭✭
edited November 30 in Investing (Windows)

Unable to download transactions from Janus Henderson. It says: "to continue enter password for following institution" but doesn't ask for password.

Password is already stored in the vault. Connection method is: Direct Connect

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Answers

  • NotACPA
    NotACPA Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Janus Henderson no longer supports Direct Connect, per FIDIR.TXT … a file that's also on your computer and reflects all of the Financial Institutions that support Q, and which download methods they support.

    Janus Henderson	https://en-us.janushenderson.com/retail	1-800-975-9932	https://www.secureaccountview.com/BFWeb/clients/janushenderson/index	ACTIVE	 	 	 	ACCOUNTINFO,INVESTMENT&EXP-WEB-CONNECT

    Q user since February, 1990. DOS Version 4
    Now running Quicken Windows Subscription, Business & Personal
    Retired "Certified Information Systems Auditor" & Bank Audit VP

  • ssohani
    ssohani Quicken Windows Subscription Member ✭✭

    What do I have to do? Reset and reactivate new connection?

  • rbmagee
    rbmagee Quicken Windows Subscription Member ✭✭
    edited November 29

    This problem with Janus Henderson first happened last summer. I reset the accounts and all has been going well until this week. Now I get the "To continue, enter the passwords for the following institutions: Janus" all over again. Everything else works perfectly. The Janus passwords in my vault are correct. The Janus accounts are accessible — I can log in online and see them with those passwords. I just reset one of the accounts and got the download,

  • TonyD
    TonyD Quicken Windows Subscription Member ✭✭

    @rbmagee I'm at the same point. How do you "reset the account"?

  • LeaningTower
    LeaningTower Quicken Windows Subscription Member ✭✭

    Following.

    this problem just occurred on my system this week.. I think I upgraded to version 65.17 a day or two after my last successful update from Janus.

    Seems this version also cost me the ability to download/update my Vanguard acct, too. Sloppy work on Quicken's part.

  • impour77
    impour77 Quicken Windows Subscription Member ✭✭

    Same problem here. I got the response yesterday, and managed to go to edit the password in the password vault and just entered the same password. Now today that won't work, so I changed the password and Quicken says Janus won't allow the password, so I can't change it. I've deleted the password, tried to go online and enter it where it says to enter, and I get the same message. This seems like a Quicken problem, not a Janus one, so will there be a fix?

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @ssohani, @rbmagee, @TonyD, @LeaningTower, & @impour77,

    Thank you for reaching out. As @NotACPA said, Direct Connect is no longer supported.

    https://community.quicken.com/discussion/comment/20524794#Comment_20524794

    To connect your accounts using Express Web Connect, backup your Quicken file, deactivate the problem accounts, then navigate to Tools>Add Account and follow the prompts, making sure to carefully link the accounts to the correct nickname in Quicken.

    Link to Existing.png

    I hope this helps!

    Quicken Kristina

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  • ssohani
    ssohani Quicken Windows Subscription Member ✭✭

    I followed the procedure, and it worked but it took a long time to complete. It appeared to have gone in a loop in "matching transactions" and "updating account" several times. Why did it have to go through my Fidelity account in matching transactions and updating transactions beats me.

    Also, I lost the ability to see investment transactions because it is not supported anymore?? When will it be?

    I am confused and disappointed

  • Ron McCall
    Ron McCall Member ✭✭
    edited December 1

    Not a acceptable solution. I lost all the data on my Janus fund from 2017. The download doesn't work from Janus as it is just the last year transactions. This need to be fixed. Quicken is just not working very well since going the subscription model, poor implementation and no fixes.

    The website that Quicken posts to download transactions is not available. I found it on my own within the Janus site, but it only provided the last 11 months

  • gproyal
    gproyal Quicken Windows Subscription Member ✭✭

    I just updated my version of Quicken to R65.17 Build 27.1.65.17 as recommended by Quicken. And now, like others, Quicken will not download my Janus Henderson accounts. And yes, it prompts me to enter a password, but there is nowhere to enter a password. I have a password in my password vault already. So, I try to change the password to see if that works - no it does not. This problem, follows the recent problem in which Quicken downloaded thousands of repeat bill reminders. It seems that the software team needs to do a better job debugging the software before releasing updates. In any case, how do I get my Janus Henderson accounts to download? Thank you in advance for any assistance.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your replies,

    It is the financial institution that decides which connection methods to support. It sounds like you are able to connect using Express Web Connect, but that connection does not give you all the functionality you had when connected by Direct Connect.

    Hello @gproyal,

    You mentioned that you first noticed this after updating your Quicken to R65.17. Does making a backup of your file and reverting to an earlier version of Quicken allow you to connect using Direct Connect, or do you still encounter the same issue?

    Thank you!

    Quicken Kristina

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  • ssohani
    ssohani Quicken Windows Subscription Member ✭✭

    It doesn't matter to me what connections method financial institution decides to use as long as complete functionality is available.

    Why is transaction download functionality not supported? Is Janus restricting it or is it a bug in Quicken software?

  • Ron McCall
    Ron McCall Member ✭✭

    I wrote to Janus and this is there response:

    Be advised, you will need to contact Quicken for issues regarding the data it is attempting to download. Additionally, the Janus Henderson website will contain up to the last two years of transaction history for an account.

    Regarding the lifetime of your joint account, we have attached all historical statements for your account. Janus Henderson maintains historical statements dating back to 1996.

    If you need assistance, please contact a Janus Henderson Representative Monday through Friday from 9 am to 6 pm Eastern Time at 800.525.3713.

    Sincerely,

    Janus Henderson Investors

    PO Box 219109

    Kansas City, MO 64121-9109

    Quicken Blames Janus and Janus blames Quicken. Either way it is broken and it broke on the last update. I am going to send this response to Janus from Quicken and see what Janus says.

  • Ron McCall
    Ron McCall Member ✭✭

    I sent Janus the reply from Quicken that was posted here. It doesn't matter who is at fault but Quicken and Janus need to directly communicate and find the fix. When I downloaded under the Quicken fix all I got was total shares I had. No purchase information, capital gains etc. This is not acceptable.

    My solution was to go to the previous data backup before it all started and restore so I have all the purchase history etc. Until it can be fixed, I will just enter data manually. But either way, Quicken and Janus have a duty to fix the issues.

  • gproyal
    gproyal Quicken Windows Subscription Member ✭✭

    I reverted to two different prior versions of Quicken and still get an error message about being unable to connect with Janus.

    image.png
  • Kenneth Young
    Kenneth Young Quicken Windows Subscription Member

    I'm having the same frustrating issue of Quicken asking for a password for Janus, but then not being able to enter the password. It's already in the vault and won't I can't download any transactions unless I delete the online connection and set online services up again. I deleted the online connection yesterday and reset the connection by linking to www.janus.com and it worked. Then today the same error occurred again.

    I noticed that the limited data (no transaction history) occurs when setting up the download using the current website of www.janushenderson.com. It's surprising that using the pre-merger website of www.janus.com works to download the transaction history when resetting the connection, but then stops working after the initial setup.

    This is a disappointing issue that will hopefully be resolved soon.

  • musicfan
    musicfan Quicken Windows Subscription Member
    edited 6:18AM

    I'm a software developer by education and trade (45+ years of experience) and I am 100% sure that this is a bug in Quicken Classic for Windows and has nothing to do with Janus. Here's why:

    1. As multiple people have mentioned, the bug is that Quicken immediately asks for the Janus password, even though it is stored in the vault and Quicken provides no mechanism for the password to be entered.
    2. Deactivating online services for the Janus accounts and then activating them again immediately fixes the problem. Yes, the first time with the new connection mechanism is slow, but then after that it is very fast. You can even do additional updates without triggering the bug in the same Quicken session.
    3. If you get into a situation where you have to enter the password vault's password again, such as closing Quicken and coming back in, the bug is triggered again and you have to deactivate and activate the Janus accounts again.
    4. The bug was introduced by a recent software update and appeared immediately after the update was completed. It was not timed to anything that changed at Janus.

    It's very easy to point the finger at Janus Henderson, but I can assure you that the problem is internal to Quicken. Please take your user's feedback seriously, they know what they are talking about!

    In the meantime, for those affected by the bug, here's an easy workaround: when you reactivate the accounts for online services, do not check the box to store the password in the vault. The next time you go to do an update, enter your vault password and on the next screen, there will be a place to enter the Janus password. Enter it, but again, do not check the box to save it in the vault. The update will complete successfully, but you will have to enter the password every time.

    Clearly the Quicken bug has to do with the use of the password vault for Janus Henderson accounts.

  • Jim1976
    Jim1976 Quicken Windows Subscription Member ✭✭✭

    I am currently having the same problem with Janus and also the Oakmark fund. I deactivated and then reactivated the accts and updates worked. However as musicfan stated soon as I attempted the next update in Quicken the same Janus & Oakmark fund passwords need to be entered. I've left a message to Quicken, but it seems they don't have a IT fire response team to address such issues?

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