Troubleshooting Guide — Quicken^®

As Quicken/QuickBooks moves toward improving its products, services, and security, the retirement of older versions of software is necessary. For more information, visit the software retirement page.

Quicken has many options available for assistance with your software.

From within your software:

• Choose Help from the Quicken menu bar.
• Scroll through the index for your topic, or search by entering words and phrases.

Or:

• For help with a Quicken installation, data conversion, or a product defect, please go to the Quicken support website.

From time to time, it might appear that you have a duplicate or missing transaction in your register.

Duplicate Quicken Transactions

This may occur after you received a new download, and the transaction didn't match during the normal matching procedure.

The fastest way to solve this problem:

• Review your register.
• Find a duplicate transaction item that matches another item in the register.
• Manually clear one of the duplicates, and delete the other duplicate item.

Missing Quicken Transactions

This may occur after you received a new download, and you chose not to accept a transaction during the matching procedure.

The fastest way to solve this problem:

• Add the item to your register manually.
• Mark it as "cleared."

If you believe you have sent a bill payment, but you're not sure that it went through, please call us at 1-800-956-4442 to confirm. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday.

Important: Please be sure to get the check number from the Wells Fargo customer service representative assisting you, as you may need it to update your register.

OL-202, OL-204, OL-206, or OL-207 - when trying to download new transactions, send online payments, or set up online account services.

These errors are typically general connectivity errors with the server that can occur for a number of reasons. For example, online services may be unavailable due to server maintenance, high server traffic or an unexpected outage.

In most cases, these errors resolve themselves within 24 hours and you will be able to connect on the next business day. If the error persists, please call us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday

OL-226 and 226 B - when trying to download new transactions, send online payments, or set up online account services.

OL-226 is a general connectivity error with the server that can occur for a number of reasons. For example, our online services are unavailable due to server maintenance, high server traffic, or an unexpected outage.

Follow the steps below to address or learn more about your specific issue.

• Wait until the next business day and attempt your online session again.
• Check for additional detail that indicates the nature of the online session failure.
  • Select the Online Menu.
  • Select Online Update Summary.
  • Select "More Info" for additional detail.
• Update your Quicken software
  • Select the Online Menu.
  • One Step Update
  • Deselect all checkboxes, and click the Update Now button to receive the latest software updates. If a software update is available, follow the on-screen prompts to install it and attempt your online session again.

OL-248 and OL-249 - when trying to download new transactions, send online payments, or set up online account services.

These errors occur when your computer is unable to make a secure internet connection with Wells Fargo.

These errors usually indicate a temporary problem. Verify the information below is correct, and try your connection again.

System Date/Time Settings

• Exit Quicken.
• Select Start > Settings > Control Panel.
• Double click Date and Time in the Date/Time Properties window, set the correct date and time, and then click OK.
• Start Quicken, and attempt your online request again.

OL-297 A and OL-297 B - when trying to download new transactions, send online payments, or set up online account services.

The most common cause of this connectivity error is due to the inability to establish a secure internet connection. This failure may be due to the system's internet settings, firewall, router, ad blocker, ISP, or server outage.

The steps below are the methods used by Quicken support agents to troubleshoot an OL-297 error. Follow the steps in order to address or learn more about your specific issue.

Other Financial Institutions Download

Typically, if the error only occurs when downloading transactions from Wells Fargo, it is likely a temporary server error. Wait until the next business day and then attempt your session again. If there is more than one Financial Institution receiving the error it is not likely a server error.

Note: If you have trouble connecting to the internet outside of Quicken, contact your ISP or network administrator for further assistance.

System Date/Time Settings

Check the Windows Date and Time settings. If your date and time are not set correctly, this can prevent a secure connection with your financial institution.

• Select Start > Settings > Control Panel.
• Double click Date and Time.
• In the Date/Time Properties window, set the correct date and time, and then click OK.

Start Quicken, and attempt your online request again. If the error persists, please call us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday

OL-301 and 301 A - when trying to download new transactions, send online payments, or set up online account services.

OL-301 is a general connectivity error with the server that can occur for a number of reasons. For example, our online services is down due to server maintenance, high server traffic or an unexpected outage.

Follow the steps below in order to address or learn more about your specific issue.

The error message "Your financial institution has rejected your request" is typically followed by additional detail that indicates the nature of the online session failure.

Check for this information:

• Under the Online Menu, select Online Update Summary.
• In the Error and Messages section, check for additional detail.
• Select Online Menu, and select One Step Update.
• Deselect all checkboxes, and click the Update Now button to receive the latest software updates. If a software patch is available, you will need to restart Quicken.
• Attempt to download from Wells Fargo Direct Connect.

If the problem persists, please call us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday

This error is the result of the ID and/or PIN stored in Quicken being incorrect, or in the incorrect case.

The ID being locked out after five failed attempts to log in causes this error. To fix the error, you need to have the password reset. Please contact us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday.

OL-393 A and 393 B - when trying to download new transactions, send online payments, or set up online account services.

This error can occur for a number of reasons:

• The Quicken account has some incorrect account information and/or is hidden.
• The Quicken account is activated for download but it is no longer available on our server.
• The Quicken account has online bill payment activated that has not been signed up with Wells Fargo.

Follow the steps below in order to address or learn more about your specific issue.

Verify the Account Information

• Select the Tools Menu, and select Account List.
• Select the account, and click Edit Details in the upper left of the Account List Window.
• Verify that the account information such as the account number and routing number displayed under the General Information Tab is correct.

Check for Hidden Accounts

• Select the Tools Menu and select Account List.
• Select each account.
• If an account is hidden, click the Hide in Quicken checkbox to remove the checkmark.
• Follow the Verify Account Information steps above to ensure that this account has correct account information.
• If you no longer wish to download this account, deactivate Online Services for this account. (See next section)
• After deactivating the account, you can go ahead and hide the account again if you wish.

Verify Online Services

• Select the Tools menu and Account List.
• Select the account, and click Edit in the upper left of the Account List.
• Next, click the Online Services tab and then verify that the appropriate online services are activated; be sure to check for online payment.
• Click the Deactivate button to disable any online services that are no longer active in this account.

Quicken will go into error recovery as a result of an online error that prevents receiving a response from Wells Fargo. The purpose of error recovery is to ensure that online sessions complete successfully before a new session is started. This safeguard ensures that your online information in Quicken agrees with the information at Wells Fargo.

If you have questions, contact us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday. Please verify with us which online payment instructions were received. You may need to cancel or resend your payments. For example, if the payment was received, you would want to cancel the payment in Quicken to avoid sending duplicate payments.

Your first step should always be to download your account activity again to clear error recovery. However, if your online session continues to fail then proceed to the steps below.

These steps will override Quicken's attempt to complete the last online session due to error recovery.

• Select the Online menu and select Online Center.
• Click the Financial Institution drop-down arrow in the upper left of the window and select Wells Fargo Bank.
• Click the Update/Send button.
• At the prompt, "Your last online session was not complete..." press Ctrl+Enter on your keyboard.
• At the next prompt, "Would you like to skip re-sending of the original request?", click OK.
• Enter your password and click Update/Send.

If the error persists, please call us at 1-800-956-4442. We are available 5:00 am to 9:00 pm Pacific Time, Sunday through Saturday.