One Step Update Hanging/Freezing [Edited]

Bernie M
Bernie M Member ✭✭✭
edited March 18 in Download, Add/Update Accounts (Windows)

First encountered this problem evening of March 16, 2026. When downloading transactions, Quicken Classic seems to have downloaded the information for one investment account - it says Complete, but for all other accounts, it says Waiting and stays hung up that way. The only way out is to end the task in Windows 11. The problem persists the evening of March 17.

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  • Quicken Laura
    Quicken Laura Quicken Windows Subscription Moderator mod

    Hi @Bernie M,

    Thank you for bringing this to my attention. This is a known issue that our team is actively working on. To help us better understand the situation, could you please provide a screenshot of the issue you’re seeing during the OSU hanging?

    If needed, you can refer to this Community FAQ for instructions on attaching a screenshot. Alternatively, you can drag and drop screenshots into your response if the option to add attachments isn’t available.

    Additionally, could you provide the following details:

    1. Quicken data file location:
      • Open Quicken and go to File.
      • At the bottom of the menu under Recent Files, the file with the check mark next to it is the one currently open. Please let me know the full file path shown there.
    2. Third-party backups/syncing:
      • Is your file being backed up or synced by services like Carbonite, OneDrive, or Backblaze?
    3. One Step Update behavior:
      • You mentioned you have multiple financial institutions. What happens if you update only one of them?
      • Click One Step Update, open One Step Update Settings, and choose a different financial institution—preferably one that is showing “waiting.” Then try updating and let me know if it still hangs or freezes.

    Please submit your log files (including the sanitized version of your file) by following these steps:

    1. Open Quicken.
    2. Click Help.
    3. Select Report a Problem.
    4. Click Send to Quicken.
    Report a problem QWin copy.png

    Once you’ve submitted the logs, please let us know. I look forward to your response!

    (Ticket #11718340/CTP-12754)

    Quicken Laura

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  • Bernie M
    Bernie M Member ✭✭✭

    I've submitted the logs.

    Quicken Data File Location: C:\Users\berni\Documents\Quicken_data\QuickenPremier

    Backed by Quicken's auto backup every 5 times, and by Windows backup

    I did try updating only one other account. It did freeze again.

    I just tried Mobile&Web > Cloud Sync. It opened the Syncing Window and it spins forever. Screenshot attached.

    Tried One Step Update to Capital One. Stuck on Waiting. Screenshot attached.

    Tried Citi Cards. Same thing.

    When I've done an End Task and restarted Quicken to try the individual updates, it has not asked me for the key to the vault nor for a password! I'm not sure if it asked me at all for that today. I expected it to ask each time Quicken was started.

    Quicken Sync hangup.jpg
    Capital One download hang.jpg
  • es114
    es114 Quicken Windows Subscription Member ✭✭✭

    I expect you’ll have to deactivate/activate each of your accounts. I’d try one account to see if it solves your issue.

  • Bernie M
    Bernie M Member ✭✭✭

    es114, I thought about doing that, but was hoping to avoid that hassle. However I just did try to Deactivate one online connection - and Quicken froze!!!

    When I ended the Task and brought Quicken up again, the Online Services connection for the account is still active.

  • Quicken Laura
    Quicken Laura Quicken Windows Subscription Moderator mod

    Hi @es114 & @Bernie M,

    Thank you both for your responses, for providing your log files, and for sharing the results of attempting to deactivate one account at a time.

    This is a known issue that our team is currently investigating. In the meantime, I recommend contacting Quicken Support for further assistance. They’ll be able to guide you through additional troubleshooting steps in real time or escalate the issue if needed.

    (Ticket #11718340 & CTP-12754)

    Please don’t hesitate to reach out if you have any further questions!

    Quicken Laura

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  • Bernie M
    Bernie M Member ✭✭✭

    Support was able to resolve the problem.

    The solution was to

    1. Make a backup (just in case)
    2. Press the + next to Accounts
    3. Select a financial institution
    4. Follow the steps to authorize the institution to communicate with Quicken
    5. In Quicken, verify that the accounts at the institution link to the proper existing account(s) in Quicken
    6. Repeat for each account
  • Quicken Laura
    Quicken Laura Quicken Windows Subscription Moderator mod

    Hi @Bernie M,

    That’s great news! I’m glad to hear that support was able to help resolve the issue. Thank you as well for outlining the steps you took. This will definitely help other users who may run into the same situation.

    Please feel free to reach out if you have any additional questions!

    Quicken Laura

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