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Problems with Quicken Technical Support - Downloading Via One-Step Update

I have been trying to get a problem with getting transactions downloaded from my credit union by way of the One-Step Update functionality solved. I am using Quicken 2012 Premier R4 (21.1.4.22) The One-Step Update summary says that my accounts have been updated successfully, but the new transactions aren't getting downloaded. I have no problems getting transactions from other financial institutions, although the credit union I'm having problems with is the only one that uses Express Web Connect. The rest use Direct Connect. I used to have this problem in Quicken 2009 Premier, but Quicken technical support finally solved it, albeit with less rigamarole than I'm experiencing now. The problems reappeared when I "upgraded" to Quicken 2012. I use two Quicken data files, both of which have accounts with this credit union, and both have the problem of not getting new transactions downloaded.

For the record, I've tried:

(1) Deactivation/reactivation of the accounts. This works for a day, but the same old problem appears the next day.

(2) File validation/super-validation. This didn't help.

(3) Updating from the individual accounts' registers. This didn't help.

(4) Downloading directly from the credit union website. This works, but defeats the purpose of the One-Step Update, which I'd like to get functioning properly.

I've been in contact with Quicken support since Dec. 6 and I have sent them my OFX.log and CONNLOG files four times. I usually get an email saying my files are "invalid" every time I submit them. Can someone tell me how I can get cut through the bureaucracy to get the problem solved?

Thanks.
    I spoke with someone in the IT department at my bank. He told me that the bank has no business relationship with Intuit. Yet Intuit claims to support this bank with EWC. I also asked if there was any technical difference between how Mint obtains transactions and how Quicken does it. He said no. Mint works reliably. Quicken does not.
    • Technically Mint and Express Web connect are about the same, but what makes you think Mint has never had any problems?  And no they are not exactly the same in the way they get data and it such.  Also Mint didn't just have their data center moved and processes changed in an effort to do things better, but in the process things didn't go as planned.  I challenge you to try to make a process that maintains getting data from 14,000+ web sites that are every changing and won't adhere to any good standard.
    • From these comments it sounds like you guys at Intuit are getting a little fried and defensive.

      I might have more sympathy if I had not just gone through eight months of being run around and misled by your support organization.  

      Why not just back away from EWC in those cases where you cannot make it work reliably?  

      Or at least be more forthright and up front with customers that EWC often cannot be made reliable.
    • We are not from Intuit.  This is a user to user forum.  We are just other users telling it how it it.

      And as for backing away from the ones that can't make work reliably, they in fact do that, and I can tell you the people that are affected by it aren't happy about it.  At any time you can choose not to use Express Web Connect, you can go to your financial institution(s) and download manually, but I don't see you doing that, I see you here complaining that it doesn't work, and demanding it work.

      I do agree with you that they probably should probably point out to customers the pain they are going through, and maybe some of them would appreciate the problems they face, but I doubt it.
    • "They have a responsiblity to respond to user complaints and fix those problems in a reasonable time frame".

      They don't have a responsibility to "respond" to every complaint here - as we have said many times, this is a user-to-user-community. Not a pipeline for malcontents to yell at Intuit. There is a feedback link for just that purpose. We're (the *users* - and occasional Intuit employees - who respond in this Commnity) trying to help users solve, or workaround, problems, and there are some things we just can not help with.

      And you are in NO position to define what a "reasonable time" is.

      If you want to keep up with what Intuit has said publicly on this subject (and other subjects), it's your responsibility to read all the discussions on the subject here (or learn how to Search for material here). When you have not done that, but you are prepared to make claims about the subject, claims that have already been addressed publicly here ... you're in no position to try to shift the burden on to someone else to read those discussions for you and provide you with synopses. The request is just an attempt to distract from the meat of the matter ... publishing without doing the research.

      And at the rate ignorant users are whining and expecting the impossible ... they will get what you want ... EWC will eventually not be supported. I understand the beneficial potential of EWC (when it is divorced from its costs), but I'm sorry Intuit ever took the project on. It's produced nothing but unwarranted nasty comments from uninformed users. Based on yours and others comments (and with due respect to Roussseau): "let 'em use Web Connect".
    • Wow. This is beginning to read like the transcript of a bad marriage.

      For the benefit of non-Intuit employees:

      In the beginning Quicken supported  Web Connect and Direct Connect. Using Web Connect requires that you logon to every bank where you have accounts, download a transaction file and load it into Quicken. Direct Connect means that your Quicken connects directly to a server operated by your bank. Small banks and credit unions tend to offer Web Connect. Major Financial Institutions have Direct Connect.

      Some where along the way Quicken decided to offer Express Web Connect (EWC). Essentially they hired an army of script programmers to automatically simulate customers logging into banks and using Web Connect. In technical circles this is sometimes called screen scraping.

      Intuit now has "aggregation servers" where transactions extracted from your bank are stored. When you run Quicken EWC it connects not to your bank but to a server at Intuit to download your transactions. Obviously Intuit is also storing your bank passwords and other security information on their own servers to make this work. Surprisingly, my bank told me they have no role at all in this activity. They were blissfully unaware that Quicken had listed them for EWC.

      The only published reference I have been able to find on all this from Intuit is a couple of paragraphs buried in the Privacy Statement. I would be grateful to anyone who can point to documentation.

      Clearly EWC has become a distressing headache both for some Intuit employees and for customers. I suggest that problem could be mitigated with a better definition of product boundaries. If I am using Web Connect or Direct Connect  and I have a problem - responsibility falls on my bank. If my bank cannot provide reliable service I can go elsewhere.

      With EWC it is less clear who is responsible. Intuit is doing stuff. My bank is not involved. It sort of works but there are often long delays before transactions post. The overall behavior is random and unreliable. There is no viable alternative on the market at present where I can take my business.

      I do happen to think it is reasonable to expect a multi-billion dollar monopoly software company to either show me an accurate bank balance or forthrightly explain why that cannot be done.
    • There is this article which describes the different Quicken download types:
      http://quicken.intuit.com/support/help/bank-download-issues/how-quicken-connects-to-your-bank/GEN83013.html
      It is nothing new, I've cited it countless times in posts, don't know if anyone has ever read it completely or understood what it entailed.

      Myself, I use either Direct Connect or Web Connect since I don't like my information in any more places than need be.
    • Thank you for the reference. It is more forthright than anything I had seen before.
    • Thanks splasher.  I read that link the other day while I was searching for information on this problem. Still it's nice to see a superuser that's actually helpful.
    • DisgruntledDan,

      You are disgruntled, imagine what you would be if you countless times repeated the same information that is above and more in countless threads that people don't even take the time to search for?

      And attacking the people that are trying to help you is never a good way to get an answer to your questions.
    • BTW I remember the day that I found out that Intuit was going to come out with EWC.  My first reaction was "Are they insane?"  This coming from a person that had already written a program to download my QFX file from my one financial institution that did not provide direct connect.  It is one thing to do this kind of thing for one web site, and a completely different thing to do it for 14,000+ sites.

      But lets face it as the number of financial institutions that support direct connect has gone down, and the cornerstone of Quicken's success is on downloading, well I guess they just had to do it.

      And frankly until this last move of their data center and trying different things to try to make it work better, it was working a lot better then I would have thought.  So for the people where it does work (and it has worked perfectly for E*Trade Bank for years until this data center move) it just works, and they don't have have a clue how it works or what is involved.

      They just come here every year and complain that they have to pay for the service (when they think they are paying for Quicken) because their software is 3 years old.

      There is suppose to be some roll outs on both the Quicken 2012 and the servers in the near future, hopefully they will help most people.  I say most people because in fact there will always be problems with a system like this for some people.  What the heck there would be problems even if it was all direct connect!

      I also love the people that are going to toss Quicken aside to go to a company that probably has less then 20 people in it.  For this kind of problem you want a big company to keep the path ways open.
    Some users have found that changing their website password solved the problem when dealing with an Express Web Connect connection.  This will also require doing your step #1 again in Quicken to reset what Quicken knows the password to be.
    No guarantees, but it is something to try.

    hth
    • Hi demosthenes,

      I had the same problem. It took over six months and three escalations before it was fixed. At least its been working for the last week or so.

      I uploaded log files to Quicken Support many times. The simplest way is to open all three files (CONNLOG, CONNOLD and OFX) with Windows NotePad and save them as plain text files on your desktop. Then attach those files to an e-mail and send it to Quicken Support.

      In my experience Quicken Support will give you numerous useless work-arounds and politely do its best to drive you insane UNLESS you send them these log files. Then, if you are lucky they will escalate your problem to the "scripting team" who may or may not correct the problem on their first or second attempt.

      Nevertheless, you may periodically be told that your problem is "resolved". This may or may not be true. Quicken does not seem to have any formal testing criteria for Express Web Connect.    

      Good Luck.
    • piperspace,

      Shouldn't we be concerned about someone intercepting our OFX.log files when they're attached to emails? The OFX.log file contains account numbers and login i.d.'s, which, without encryption, could be read by anyone between us and Quicken.
    • splasher,

      I tried changing the website password and deactivating/reactivating the accounts, but it only worked for that day. The problem resumed the next day. But, thanks anyway!
    • demosthenes:
      If you are concerned about intercepted emails, then you can edit the logs and replace the sensitive information with "xxx", just make sure you don't change anything else otherwise you may change what the log file indicates.
    • I am having the same exact problems using One Step Update with the same program and revision. I have also used the same steps you took to resolve the issues. I am also receiving the same response from Quicken. It is getting old.
      It is so aggravating that I wish I could revert to the 2011 Home and Business program!
    • Yes, I certainly do think we should be concerned about security when sending log files to Quicken. Not only can those e-mails be intercepted but we have no protection from an internal security breach at Intuit.

      For example it is pretty clear that many of Intuit's employees work in locations where US law is not enforceable.

      One thing you can do to mitigate the risk (to some extent) is to periodically change passwords at all your banks.

      The root cause of problems with Express Web Connect will often be in the particular script that Intuit uses to extract transactions from your bank. If the script is unreliable there is nothing you can do at your end to work around the problem short of abandoning Express Web Connect.

      It is regrettable that Quicken Support is not more forthcoming and/or better skilled at communicating these issues.
    • I have a similar problem.  The only difference for me is I can go to the account and do an "update now" and I get the new transactions. As others say, the one step update process will say all accounts updated but no new transactions.  My credit union uses challenge questions after the password. In the one step process it's automatic so I see no challenges, but when I do an update now, I get the challenges and as stated I get the new transactions. I'm no expert but I think that is somehow the problem, but I can see no difference in the two methods from the logs. To further confuse the issue, I have set up Mint and it will get the new transactions.  Any further ideas?  I shun quicken support as they insist on having be do all the things I've already done.  The last time I went through them on a different problem they actually gave up.
      I'm using Quicken Deluxe 2011
    Here is link to another discussion on this topic.

    https://qlc.intuit.com/post/show_full/cm9BGy_kOr4jK7eJe_aIW8/q2010-web-connect-express-stopped-downloading-new-transactions-10-19-2011?ppid=16461173

    Quicken Support is unable to explain why "Update Now" often downloads transactions whereas "One Step Update" does not. They may tell you it works the way it does because of a policy at your bank. This is untrue.

    However, when pushed Quicken Support does accept that One-Step failing to download transactions is a defect in the product.

    If you are persistent and send them logs they may escalate your problem to the scripting team.

    The scripting team may or may not be able to actually get the script for your particular bank to work reliably.
    • As of tomorrow it will be 6 weeks since I first contacted Quicken Technical Support about this transaction download issue. At the end of December I finally had enough and called Intuit headquarters and got to the Office of the President on 12/29/2011. They took my information and after several days of email coordinating to establish a callback time, I got to talk to someone based in the U.S. on 01/04/2012. It's been almost 2 weeks since I first talked to someone via the Office of the President, and so far, the update problem is still outstanding.

      I recommend calling the Office of the President (520-901-3280) because, in my opinion, going the normal support route will put you on a slow boat to nowhere. At least you'll be able to talk to someone with whom you can clearly communicate. We'll see if anything gets fixed.
    • "Quicken Support is unable to explain why 'Update Now' often downloads transactions whereas 'One Step Update' does not. They may tell you it works the way it does because of a policy at your bank. This is untrue."

      Why publish what you know nothing about.

      Intuit knows full well why Update Now works sometimes when One Step Update does not (and they have published that here).

      And the problem with Express Web connect is all about "policies at your bank".

      "However, when pushed Quicken Support does accept that One-Step failing to download transactions is a defect in the product".

      The wording of that sentence is mis-leading at best. The problem has nothing to do with the "product", defined as the application that is running on your desktop ... the product which you can keep running in pertetuity (as long as the underlying hardware and operating system don't put it out of commissioin).

      The Express Web Connect "problem" occurs between your financial institution's web site and Intuit's EWC servers. And Intuit does not deny this.

      And such problems are specific to individual financial institutions and require Intuit to expend mucho man hours to develop and maintain the scripts necessary to keep the EWC downloads functioning. Everytime the financial institution makes a change to the way their web site works, they potentially cause an EWC script that was working ... to fail. It's actually possible for a financial institution to insure that EWC will fail.
    • NoWayJose: "Intuit knows full well why Update Now works sometimes when One Step Update does not (and they have published that here)."  Please tell me where. I'd like to read their explanation.  While I agree with your comment in principle, I do not agree practically. Intuit is tell me they support Express Web Connect with my FI. They have a responsiblity to respond to user complaints and fix those problems in a reasonable time frame. If they don't want to do that, then don't offer the service. In my case and I suspect others posted here, this has gone on for quite some time and I've seen no help in sight. If they can make it work with Mint, they should be able to make it work with Quicken.
    QuicknPerlWiz,

    Do you know if Intuit has made any effort to provide small banks with tools to standardize EWC? Or any way to indicate whether problems that occur happened at the bank when EWC tried to extract transactions?

    Part of the issue here is sorting out whether its my credit union's web site that is flaky (entirely possible) or if responsibility lies with a flaky Intuit script.

    As a customer running Quicken EWC at present I have no way to know. Give me evidence and I will go off and pester my bank and leave you guys alone. :-)

    cheers.
    -piperspace
    • Quicken Tamara posted some very interesting information just today in this thread about EWC:
      https://qlc.intuit.com/post/show_full/a2bjoUqFOr4yBleJe_a0eh/banking-transaction-download-problem?ppid=88611791

      It adds another whole wrinkle to the EWC issues.
    • Hi Splasher,

      Thank you for that link. That is indeed a fascinating wrinkle,

      However, I just checked my own credit union's web site (SF Fire Credit Union) using WhoIs.

      I do not see any evidence that a service bureau is involved. My little CU appears to be running its own web site.

      If that seems unlikely please post and I will query the IT staff  there directly.

      cheers,
      -piperspace
    • Sorry I'm just giving you what Intuit employees have told us (or what I have been able to figure out).  I don't have a straight pipeline to what they do and don't do.

      BTW Quicken Tamara is the main support person and where us SuperUsers have got most of what "really" know about it from her.
    • My credit union does indeed use a service bureau. I am now pestering them to find out if they can instruct the service bureau to improve Quicken Customer service.

      Quicken Tamara's post implies that "Update Now" could be a work around - if the unreliability is really due to my bank and/or its svc bureau blocking the script.

      And I found this documentation:
      http://quicken.intuit.com/support/help/bank-download-issues/downloaded-transactions-in-quicken-show-less-than-bank-s-website/GEN82948.html     

       Has anyone tried just using Update Now instead of One Step for EWC accounts?

      Does that work reliably or does it have its own issues?
    • Luckily, all but two of my financial institutions are Direct Connect and with those two, I do Web Connect downloads since I don't like having my data in any more places than need be.
    Yes I use Update Now to pull down my E*Trade Bank transactions.

    I know the exact problem in my case.  The aggregation servers aren't even attempting to get my data.
    History:  EWC was working just fine for years for E*Trade Bank until the data center move, now my data never comes down.
    There these fields in the OFX log (There can be more then one session, search from back  of file):
    aggr_attempt_date
    aggr_success_date

    What I'm seeing on E*Trade Bank is that the neither of these dates change.
    If I do an Update Now it will go out get the transactions and update these dates.

    Please note I have PayPal and a Macy Credit card that are EWC, that work fine so this might even be on a financial institution by financial institution basis or it might be that one is using the method of getting the QFX file and another is using a back door or web page reading.

    As for the problems.  Well certainly don't use Update Now in different data files (like a new data file for testing) because they say  aggregation server ties account data to the data file so if you do Update Now from multiple accounts you are adding to the number "accounts" on the aggregation server.

    And of course it is increasing the workload of the financial institution's servers so don't repeat it a hundred times a day.

    Running Update Now is a good try for the problem for a couple of reasons.
    1) It might work for the above reason.
    2) It might point out that you have log in issues, where OSU might be silent on the fact that it doesn't have a secondary question/answer or such.

    BTW I have in fact seen this problem.  I change me password.  OSU gives an error Update Now doesn't.
    Wait a day on OSU no longer has an error.  OSU is caching passwords and doesn't get the message right away to changes in passwords, as least in some cases.

    I would also like to point out something about your experiences.  Most people think that when they talk to their financial institution and they say "we don't do this or that" for some back end processing or such, they are usually giving you hearsay and just what they have been told.  Until you really get to talk to the people responsible (IT) you don't really know what they are doing.
    • piperspace - my credit union is ewc and update now has always worked. Don't know if they are in-house or use a sp.
      Thanks for the link. I will try waiting a few days before doing the 'update now' and see if it works.
    QuicknPerlWiz:

    Thanks a lot for the update now tips - especially your notes on aggr_attempt_date and aggr_success_date. I do see those fields in my OFX file.

    Now at last I have some idea how EWC works.  

    In my credit union's case the IT people may not understand what's going on either. But in general the credit union is a trade off I am happy to make versus the major banks.

    Besides repeating hearsay - another phenomena I have noticed is that when people have little or no information about how something works they will often simply create a plausible narrative that makes sense to them. Then they will repeat it to others earnestly believing it is true. This can be hard to overcome.
    • Frankly even though a credit union might not have all money to do all the fancy stuff they usually make up for it in spades with their service and even if I had to do Web Connect (manual) I might stay with them over a big bank.

      In this case I think Intuit will sooner or later get it figured out and you can have the best of both worlds.