Virginia Credit Union - One Step Update Issues

DDub
DDub Member ✭✭✭
edited February 23 in Download, Add/Update Accounts (Windows)

One Step Update no longer works for Virginia Credit Union. I removed the login credentials and tried to reconnect and get this error:

2026-02 VACU.jpg

I called VACU last week and they said that they are aware of the issue and their tech team is working on it.

Is Quicken partnering with VACU?

Do we have an ETA for repairs?

Do we get an alert when the functionality is working again?

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Answers

  • pstreicher
    pstreicher Member ✭✭✭

    Curious if this was resolved for you.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @DDub & @pstreicher,

    Thank you for letting us know you're encountering this issue! To help troubleshoot, please provide more information:

    • When did you first notice this issue?
    • Are you seeing any error code?
    • Are the affected accounts connected using Direct Connect?
      • To check this, go to Tools>Account List and look in the Transaction Download column. transaction download.png
    • Are you seeing this error when trying to update the account(s), add the account(s), or both?

    I look forward to your reply!

    Quicken Kristina

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  • pstreicher
    pstreicher Member ✭✭✭

    First time using Express Web Connect using one account. Upon the successful download of transactions a new account was made with the name provided from the provider. I have already been using a manually created named account for years. I had hoped that I would be given a pop-up to prompt me to what account I'd like these transactions to have these in.

    In an earlier test download I had gotten the double entries but that has been fixed with the latest update. But, now we have this new problem above. I am not sure what to try next.

  • pstreicher
    pstreicher Member ✭✭✭

    Me again. I just edited the accounts in the list that were set up for Web Express Connect and deactivated them. I then tried to 'improve the connection' in the one credit card account that I am using as a test. Upon the connection failing I went in the 'Edit' mode of this account from the account list and found that the institution that it was trying to connect with was not who I have the account with. What I have is an Elan Visa card set up through with Fidelity and that is where I get my transactions and statements from. This is why I was getting a different named account showing up, exactly as it is named in my Fidelity portfolio, along with the downloaded transactions to accept. I'm not sure what I can do now. I want to keep the same naming list of accounts but I find no way to move the downloaded transactions to my named account other than one by one. There has to be a better way than this.

  • DDub
    DDub Member ✭✭✭

    Hi Quicken Kristen,

    1. When did you first notice this issue? I have had these accounts connected to the One Step Update for years. It stopped working a few weeks ago.
    2. Error Message: As you can see in the image in my original post, it says "We encountered an error while connecting to your bank. Unknown Error."
    3. Are the affected accounts connected using Direct Connect?
      The accounts are not currently connected at all — A week or two after the error began, I disconnected the accounts and tried to reconnect to see if that might fix things. Cannot connect at all right now. The process I use to connect to the One Step Update is this: To do this I used this process: Right click account > Edit/Delete Account > Online Services > Online setup - Set Up Now > Add login credentials for bank > Connect > Get error message

    I appreciate the help.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your replies,

    @pstreicher,

    https://community.quicken.com/discussion/comment/20539722#Comment_20539722

    It sounds like the account got added as new instead of linked to the existing account.

    https://community.quicken.com/discussion/comment/20539738#Comment_20539738

    If the problem account(s) is a regular banking or credit card account, then you should be able to bulk-select transactions using regular Windows shortcuts, such as clicking to select the first transaction, holding the Shift key, and while still holding that key, clicking the last transaction. That should select the entire batch. Note: It's a good idea to backup your Quicken file before copy/pasting transactions.

    Alternatively, you could backup your Quicken file, make sure all accounts with the financial institution are deactivated, then go to Tools>Add Account and follow the prompts. When you get to the Add/Link screen, make sure to carefully link the accounts to the correct nickname in Quicken.

    Link to Existing.png

    Once you confirm that the original accounts are connected and everything is correct, you can delete any duplicate accounts.

    @DDub,

    https://community.quicken.com/discussion/comment/20540514#Comment_20540514

    Instead of using the set up now button, please try following this process:

    1. Backup your Quicken file.
    2. Make sure all accounts with that financial institution are deactivated.
    3. Navigate to Tools>Add Account.
    4. Search for your financial institution, then follow the prompts.
    5. When you get to the Add/Link screen, carefully link each account to the correct nickname in Quicken. Link to Existing.png

    Please let me know how it goes!

    Quicken Kristina

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  • DDub
    DDub Member ✭✭✭
    edited March 2

    Hi Quicken Kristina - I tried the suggested process using Tools > Add Account and get the exact same error message: "We encountered an error while connecting to your bank. Unknown Error."

    Institution is listed as "VACU" in case you need that info.

  • DDub
    DDub Member ✭✭✭

    VACU Contacted me stating: "Thank you for your email. We do currently have a ticket open for this issue. Are you able to provide the HAR, OFX and CONN logs? We do not have an alert on when this is fixed. There is currently no ETA."

    Is this problem something that Quicken can assist them with??

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    To locate the OFX and Conn logs, go to Help>Contact Support>Log Files.

    Screenshot 2026-03-03 at 11.20.00 AM.png

    In the window that appears, you should see blue links for the OFX log and the Connection Log (Conn log).

    Screenshot 2026-03-03 at 11.21.56 AM.png

    If those links don't work for any reason, you can also access the OFX and Conn logs by navigating to Help>Report a Problem. You can click the links to view the logs there.

    I don't have any instructions for the HAR. Did the financial institution provide you with instructions? If they did not, then I recommend contacting Quicken Support directly for assistance, as they will need to reach out to a team that can assist. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday. 

    I hope this helps!

    Quicken Kristina

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