error cc-501 and error "Sorry. We encountered an error. It's not your fault"

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I upgraded from quicken Home and Business 2014 to Quicken Home and Business 2017. I have Version R4 Build 26.1.4.5. I have contacted customer support via phone and chat multiple times regarding my issue. Case numbers include: 00474042, 00485693, 00489579.

After upgrade, I received error CC-501 on my account for PNC bank. I tried deactivating the account and reactivating the account. I then receive error message "Sorry. We encountered an error. It's not your fault." This problem started about 4 weeks ago. After reloading my backup file and trying to do a one step error, I receive error CC-501 on all accounts including:
PNC Bank
Dollar Bank
First Niagara Bank
Key Bank
Juniper Bank
Lowe's Credit Card
Nissan Consumer Finance
US Bank
Walmart Credit Card
Wells Fargo Bank

I have tried going to an individual account and clicking on the gear and updating that account. I still receive error CC-501. I receive the same error for any account that I try.

I have tried deactivating all accounts and adding new accounts. Even going through the advanced setup. This is when the error changes to "Sorry. We encountered an error. It's not your fault."

I have super validated the file multiple times. Closed quicken. Re-opened quicken. I still have the same sequence of errors.

I have even downloaded the transactions from my bank and imported them to see if it would "shake the cobwebs loose" as one conversation I found suggested. This did not cause the auto downloads to break through the errors.

I have also done the check on the internet settings and reset those.

I have sent my log files to quicken support multiple times. They then start me through the same trouble shooting steps of deactivating, activating, supervalidating, etc.

I have even tried removing Quicken 2017 and re-installing Quicken 2014, but I now receive the same errors in either version.

I CAN setup all accounts if I create a new data file. So I tried...
rebuilding my data file through the export and import options into the new file. I have tried both QIF and QXF. However, the data does not come over correctly - there are category discrepancies and the transfers do not carry over correctly and the account balances are not correct. It would take a very.very.very. long time to go through the new file and reconcile the data again.

I NEED HELP. I either need to know how to get my transactions into a new data file where I can then setup my accounts to download again. OR how to get past the cycle o error CC-501 and error "Sorry. We encountered an error. It's not your fault."
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strojnc

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  • very. very. beyond frustrated.

Posted 8 months ago

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Hershey

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You're not alone. To get past your current issue, I would log on to each of your FIs webpages and see if you can successfully initiate the download from there(start with the banks). After that if you want to pursue further, see if you can use the Direct Connect format which will require setting up with each FI.
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strojnc

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Thanks for your input. I can download from the bank website and import into Quicken. I cannot directly download from Quicken. Not all of my institutions offer Direct Connect. Hopefully a Quicken rep will see this issue and work toward a resolution.
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NotACPA, SuperUser

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strojnc

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Thanks for your input. I tried to refresh the branding as indicated in the thread. I am still getting the same sequence of errors.... After refreshing the brand, I received the CC-501 error as before. I then tried deactivating and reactivating as the thread suggested. I received the "Sorry. We encountered an error. It's not your fault." error.

Hopefully a Quicken rep will see this issue and work toward a resolution
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NotACPA, SuperUser

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OK, then do TOOLS, Account list.  For each of your problem accounts, what does it say in the "Transactions Download" column across from the account?

Either "Express Web Connect", or "Yes (Improve connection)" indicate that you're using EWC ... which is Q's least reliable download method.  It's the bank/card/etc that decides WHICH download method they'll support.

You might consider looking into whether your accounts can use Direct Connect.  For US Bank, where I'm a customer also, download into ALL of your USB accounts costs $3.95 per month ... which is, to me, well worth the elimination of the aggravation. 
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strojnc

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I've tried Web Connect, Express Web Connect and the one that results in Yes (Improve connection). I am not willing to pay for Direct Connect as I know that if I create a new file an setup the accounts there, I do not get any errors. Therefore, it must be a problem with the file, not the connection method.
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psobilo

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Since you suspect it is the data file, have you tried restoring from an older backup?  Also, you don't say how long you wait between trying to deactivate/activate accounts.  See this:

https://www.quicken.com/support/error-when-using-online-services-cc-501
(Edited)
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dkump

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I'm having the exact same problem.  For me, I upgraded fro 2016 R10 to R11.  The rest of the symptoms are the same.  I get the error for all Express Web Connect accounts.  New file works but my existing file gets the error.  Deactivating doesn't help.  Reinstalled software and it didn't help either.  I've chatted twice with Quicken Support for hours and making no progress.  You're not alone.  I'll try contacting Support again, but I don't think they have any idea what it is.
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dkump

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I tried exporting my data to a new file using QFX.  I was able to setup by Express Web Connect in the new file with the old imported data.  QFX doesn't migrate my investments so I'll have to move them one by one.  It will probably be a few days before I can try to move all of my accounts to the new file and see if the problem stays away.  You may want to try this in the meantime.  It may be less hassle than the troubleshooting steps with Support, although I'd like to know the root cause and get Quicken to fix it.
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Roger

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I upgraded from Premier 2015 late last year after the same problem and symptoms began.  It worked for awhile but the problem is back.  I've taken the steps strojnc that you have and have recreated accounts in attempt to start fresh.  One day this week I spent >6 hours with quicken support.  They finally agreed it was not a corrupt file and that it was the connection.  HOWEVER, it was not their connection!  It was the credit union that was failing.  

So I talked with my CU (again) and they say it's a quicken issue.  I've chased this now for days and hours and am about ready to give up on Intuit.  

Interestingly, it is only the accounts that use Express Connect that fail.  All of my Direct Connect transactions come down as designed.  Quicken and the institutions need to figure out why Express is not working!  
(Edited)
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Donna Hamilton

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I have been experiencing this for about a week. I have tried everything. It is absolutely a Quicken issue and I also am about ready to give up. I have had numerous problems since upgrading spending hours trying to resolve issues and it doesn't seem like their tech support people have any  answers.
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Damian Braatz

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I have a feeling this error has something to do with the Intuit ID.  Either changing it, or changing the password.  Just an educated guess on my part.
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strojnc

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Thanks for all the input. Sorry I haven't updated the status of this in awhile. i was just beyond frustrated with Quicken and their support.

I spent MANY hours on the phone with support MANY times. The issue was escalated to engineering multiple times as well. The final finding for this issue is that "THERE IS NO CORRECTION".

To address previous comments:
The issue was happening for a very long time. At least 2 months.
We tried restoring from multiple backups going back at least a year and a half. This did not resolve the issue.
The export/import and building a new file is the only solution if your problem is as extreme as mine had been. There are issues with the export/import, though. Sometimes it doesn't bring over the transactions correctly. Sometimes it doesn't bring over the categories correctly. I have been a Quicken user for almost 20 years (HOLY SMOKES!) - so I have some categories that are not in 2017.

In the end I had to use a combination of the QIF and QXF formats to export both my data structure and data and then import. In the end, I was able to create a new data file with a minimal amount of errors and missing data (under 500 transactions had to be corrected - which seemed reasonable after all the other stuff I've went through to fix this problem). I then had to setup all of my accounts again for download. I have the majority of my important accounts working again and there have been no major issues so far. The only minor issue I'm having is that sometimes recent transactions do not get downloaded. I haven't identified the pattern as of yet. I can't bare the thought of calling customer support just yet.

Interesting suggestion on the Intuit ID. How would that be affecting the connection between quicken and the institutions? No on suggested that and I did not try that. I'm afraid to try it not that I've rebuilt my file.

Good luck to all of you! I feel like my next error will result in me running as far and fast from Intuit as I can!

If you want to know if I tried any other trouble shooting steps, just send a message.
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John

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My experience with Q2017 mirrors strojnc by my patience wore thin much earlier.  After trying all of the suggested fixes for fixing cc-501 error code I finally called Q support and gave the tech remote access to my computer.  He finally determined that the problem was in one of my files on the Quicken server, and the only way to fix it was to pay about $500 to have them rebuild the files.  Although the problem was in only one of my files the said it might only be a matter of time until the problem spread to my other files.  Has anyone else encountered this recommeded solution?  It seems like I'm paying ransom to get access to my accounts! 
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Quicken Edgardo, Official Rep

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@John

It sounds like you've reached out to a third party support company who is trying to scam you out of $500, Official Quicken support provides free support to Quicken 2017 users and does not charge more then $39 for helping with older versions of Quicken. 

I suggest you reach out to the official Quicken support team using one of the methods below. 

Quicken chat Support:
http://quicken.com/contact-support

Quicken Phone Support: 650 250 1900 (Monday - Friday 5AM-5PM PST)
(Edited)
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John

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I don't think I contacted a third party.  I started by contacting the bank (Chase) for the account that wouldn't download.  They verified that it wasn't their problem and gave me the number for Quicken Support (888 771-0476). This person asked questions about the nature of the problem, any possible causes (power outages, etc.), then asked permission to go into my computer, which I gave him.  He then determined the problem to be an error on the Quicken server, and gave me the cost of rebuilding the file.  As I type this I'm beginning to wonder:  Did Chase give me a legitimate number for Quicken support?  Did the tech, while in my computer, implant any viruses or malware?  Thanks for your suggestion.  I'll continue on my endeavor to determine cause and remedy. 
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Donna Hamilton

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Thanks so much for the post!  I was able to get a few of my accounts working but the majority are still giving me the error message. I've tried everything including deleting my Quicken Cloud file and no longer using Quicken Cloud.  This is beyond frustrating and the support has been truly terrible. I will keep trying and will post if I find a solution.
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Roger

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I have been experiencing the cc-501 error since mid-Feb on all EWC accounts and have met with chat and phone support without resolution.  I eventually get all accounts connected then one "breaks" and it resets all the others so they no longer connect.  I've been chasing the proverbial tail.  

I am now connected with the senior team members at Q and we are working through issues they are finding. They made some server changes and thought it would resolve the issue but as of this morning and another 2 1/2 hour webex meeting we found it did not fix it so they are going back to the team for additional possible solutions. We found through this process that "temp" accounts had been created but are not visible to the user.  They have given a back door to find them and delete them. It connected successfully today but we discovered that recent trans are not getting posted even though it says it connects successfully. 

It took several weeks to get Q involved but they are now fully engaged and I'm hopeful they will get it resolved soon.  I have another thread on this same issue on the board at:  https://getsatisfaction.com/quickencommunity/topics/express-web-connection-is-failing-for-all-instit...
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Clayton

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My Bank of America accounts show "Yes (improve Connection)". So just now I thought why not give it a try it a try and I got the OP's exact same message. At least it wasn't my fault.

Back to the OSU without improvement and all ran smoothly like always. ???
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Roger

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John have you run your virus and malware deep scans since they attached to you?  They may have left you a "gift" that will come back as a big surprise.  

I ran into a similar experience with "microsoft" support a couple of years ago.  I thought I called MS to reload a licensed Office product on a new machine.  But it was a scam group who tried to sell me on some phony $$$$ solution to fix the "problem" they found on why my license key would not work.  

Unfortunately when they saw me trying to shut the PC down they yelled some vulgarities at me and locked my PC.  I had to rebuild it as there was no way to reboot and login.