Investment account not syncing with desktop

ralphf
ralphf Member ✭✭✭
edited November 28 in Errors and Troubleshooting (Mobile)

One of my investment accounts in the mobile app has a fund in it I actually don't have, it's correct in the desktop app. I have reset my cloud data multiple times to no avail. It's adding a million dollars to my funds value. Any ideas?

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  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @ralphf,

    Thank you for reaching out and providing these details.

    When you reset the cloud, did you also confirm your dataset name matches your data file name, and sign out of the mobile app before doing so? If not, I suggest you try resetting your cloud data from your Quicken desktop program again by following these exact steps provided below.

    First, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 

    image.png

    If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

    Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.

    1. Sign out of your Quicken Mobile app
    2. On your desktop program go to Edit
    3. Preferences...
    4. Mobile & Web
    5. Make sure Sync shows it's ON and click on Reset your cloud image.png
    6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
    7. Wait for the sync reset to finish
    8. Navigate to the Mobile & Web dropdown menu 
    9. Select Cloud Sync to resync your data and to make sure no errors occur
    10. Wait for it to finish syncing 
    11. Sign back in on your Quicken Mobile app

    Once that is done, see if the issue still persists.

    Let us know how it goes!

    -Quicken Anja
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  • ralphf
    ralphf Member ✭✭✭

    I've done all that. I even created a new account with a different cloud data name, then went to preferences and deleted the original cloud data file. Then gone back to the original account and reset cloud data. No difference. I've tried everything I can think of with no difference. The web app shows the same error as the mobile app.

  • Quicken Anja
    Quicken Anja Moderator mod

    @ralphf Thanks for following up and letting me know what you’ve tried.

    Since the issue is persisting even after multiple cloud resets and creating a new dataset, this will need further investigation by Quicken Support. Please contact them directly so they can investigate further and escalate if needed.

    Thank you!

    -Quicken Anja
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