Server Issue Troubleshooting

Product Version
Windows
137 people found this helpful

Most server issues are resolved within 24 hours. If you suspect that an issue with the server at your financial institution is preventing Quicken from connecting to the internet, wait until the next day and try to connect again. If Quicken still cannot connect to the internet, or the error persists for several days, use the following procedure to refresh the branding and profile settings, and then check the log files for more information.

Refreshing branding and profile settings

If your financial institution had recent server changes, it might be necessary to update your Branding and Profile server settings in Quicken.

  1. Select the Tools menu, then choose Online Center.
  2. Click the Financial Institution drop-down arrow and select the financial institution.
  3. Press CTRL+Shift while selecting Contact Info.
  4. In the Account dropdown at the top of the dialog, select an account that is associated with the affected financial institution. 
  5. Select Financial Institution Branding and Profile from the Refresh Options and click Refresh.
  6. Click OK and go online by clicking the Update/Send button.
  7. Attempt your online session again.

Checking the log files

To assist with troubleshooting, Quicken keeps two separate log files of your online activity. You can find information about your most recent online activity at the bottom of the files.

The two primary log files are:

  1. CONNLOG -- This log contains a history of the connections you make to servers.
  2. OFXLOG -- This log contains more detailed information than the CONNLOG, including the transactions and account information you download into Quicken.

You can access both of the log files by selecting the Help menu, and then selecting Log Files. The log files should be reviewed with the assistance of a support representative.

Help us improve our support center
Still can't find what you're looking for? Contact Support
Ask our community for help and to learn more about Quicken

Still can't find what you're looking for? Try these:

Contact Support

Free expert help from our Quicken
Customer Support team.

Talk to Support
Community

Get help from expert users — the best
place for your tough questions.

Ask Our Community
Premium Support

Get priority access to our expert Quicken agents.
Skip the line and enjoy shorter wait times.

Learn More
Contact Support
Find what you need right now. Or talk to our support team for expert help.
Chat with us Wait time: Estimating...
Call us (650) 250-1900 Wait time: Estimating...
Ask the community