bank connection problem: Citizens Bank

New user. Connected easily with my investment firm but can't connect with my bank: (Citizens Bank - Not your typical bank.) Tried to solve thru bank customer service but to no avail. When Quicken takes me to my bank login page and I log in I get a message saying they can't get authentication. But it doesn't tell me what to do about that —- and the bank tried to figure it out but can't. Qucken's no good to me if I can't connect with my bank.