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Quicken Training

Quicken Training. Online Troubleshooting - Basic Recorded Webinar Mark Shulman FI Training Manager Intuit Corporation. Connecting via OFX. Two Ways To Connect: Direct Connect : Customer initiates download directly from within Quicken Two-way communication

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Quicken Training

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  1. Quicken Training Online Troubleshooting - Basic Recorded Webinar Mark ShulmanFI Training ManagerIntuit Corporation

  2. Connecting via OFX Two Ways To Connect: • Direct Connect: Customer initiates download directly from within Quicken • Two-way communication • Quicken sends requests, server responds • Download, Bill Pay, Transfers, OFX E-Mail • Web Connect: Customer logs into FI Web site in a browser, navigates to a download page and clicks the “Download to Quicken” button • One-way communication • .QFX file contains response • Download Only ...We will examine both in the following slides

  3. Dissecting… Web Connect Session 2 1 FI Web Site Customer initiates download .QFX response file generated Intuit Branding 3 Verifies FI support and sends key URL info FI Marketing Server Optional update of Logos, and In-product Ads 4 Transaction Data from .QFX file Processed Transaction download PC FI or Intuit Servers Customer Initiates Download User’s Browser } .QFX fileopened Interaction determined by browser file open settings, and Quicken preferences QuickenClient Quicken Windows, or QuickBooks

  4. Dissecting… Direct Connect Session Branding Req: 1 Intuit Branding Verifies FI support and sends key URL info Marketing Req: FI Marketing Server Optional update of Logos, In-product Ads 2 Profile Req: FI Profile Server PIN Spec, Acct Types, Bill Pay Model Message Set Req: Sign On: Authenticate PIN & Customer ID FI Message Set Servers 3 4 Payment Sync Request: Sync Online Payees and Payments Download Req: Download Transactions and Online Balance Customer Initiates Download w/One Step Update in Quicken User’s PC FI or Intuit Servers QuickenClient Quicken Windows, Mac or QuickBooks

  5. Main Error Types

  6. 1 2 4 3 5 In-Product Clues intuit.com, fi.intuit.com, & internal FI sources Log Files Advanced Tools e.g. OFX Viewer Key OL Troubleshooting Steps Basic Fact Finding

  7. 1 Basic Fact Finding • Who? e.g. Version, Account Information One or Many Users • What? e.g. Affects only this FI or all FIs in data file? Online Error Code # • When? Ask… Has it ever worked? • No: Might be user setting • What changed recently • How? Steps to reproduce • Is it intermittent • Is it reproducible

  8. 2 In-Product Clues Many times there is key information contained in Quicken • In-Product • Account Details • Error Dialog • Patch Release • “More Info” Web link • Product Help • Transmission Summary

  9. 2 Check Account Details 1.) Right click the appropriate account register in the Quicken Account Bar2.) Select Edit Account to verify account information 3.) If necessary, click Online Services Tab to deactivate download/bill pay

  10. 2 Quicken Online Errors

  11. 2 Errors Listed in Online Update SummaryLocation:Online Menu > Online Update Summary

  12. 2 Transmission Summary Location: Online menu > Online Update Summary > Transmission Summaries

  13. 3 Intuit Tools & Resources • Intuit Intuit.com www.intuit.com/support/quicken www.intuit.com/support/quickbooks Fi.intuit.com Online FI KnowledgeSource Multi Version Simulator Cheat Sheet for CSRs Online Error Code Spreadsheet & Advanced Tools Quickinfo@intuit.com • FI Resources Internal Knowledgebase Help Desk System Are other CSRs receiving the same types of calls? Back-End System - server team

  14. Summary: Common OL Sleuthing Steps • Update to Latest Patch Release • Have user re-connect • Just that FI • “mini” one step update • Check back-end system • FI: did client request hit server • CSR attempt to reproduce • Get more in-product detail • Check Online Update Summary • Transmission Summary • Edit Account Details • Check Intuit Resources • Fi.intuit.com • Intuit.com/support/quicken • Quicken Help file • Try in New Data file

  15. Common Online Errors • Connectivity • OL-297, OL-260 or OL-261 Quicken could not establish an internet connection. The next time you go online for this financial institution, Quicken will attempt to re-send your original request. • These reference general connectivity errors and may require reviewing the CONNNLOG.txt for returns or net status. • General • OL-301 / <CODE> 2000 Your financial institution has rejected your request. • The reasons for this error may vary and are determined by the Financial Institution Service Provider. In some cases, the CONNLOG.txt may have additional information – See <MESSAGE> tag • Sync • OL-393 The sync session fails with a <TOKEN>-1 response when the user is trying to download from the FI. Instead of the past behavior, which is to terminate the session for all the accounts, Quicken 2005 uses the more graceful approach of just terminating the affected account and let the other accounts continue their session. • Parser Errors (Server) • OL-221 or OL-226 Quicken was not able to complete your request. • Parsing errors in the return or response of the online session in the OFXLOG.txt are the main cause of this error. See Online KnowledgeSource: http://fi.intuit.com/kb

  16. 4 What is OFX? Open Financial Exchange (OFX) • Specification for the electronic exchange of financial data between financial institutions, business and consumers via the Internet • Supports banking, bill pay, investment, and 401(k) • OFX 2.0 is XML 1.0 compliant and has added 1098, 1099 and W2 tax form download capabilities • The latest version of OFX is 2.0.2 • Communication protocol • Quicken (aka “client”) sends requests • Server sends responses • Specification developed by consortium of Intuit, CheckFree, and Microsoft

  17. 4 Aggregate: Opening Transaction Tag Unique Transaction ID Aggregate: Closing Transaction Tag Anatomy of a Downloaded Transaction <STMTTRN> <TRNTYPE>DEBIT <DTPOSTED>20040226170000 <TRNAMT>-30.29 <FITID>1442040580001 <SIC>5310 <NAME>TARGET 00003228 MOUNTAIN </STMTTRN>

  18. 4 Online Session Log Files 1.) Connection Log The ConnLog.txt Logs history of user’s online sessions with servers • Open with a text editor • Most recent connections at bottom of file • Check date/time stamp that begins each line • NetStatus = 0 • Zero indicates success • If file is too big then older sessions automatically moved to ConnOld.TXT

  19. 4 Connection Log Quicken 2004 Located in the Quicken Program Directory Program Default Dir. = C:\Program Files\Quicken 2004 Quicken 2005 C:\Documents and Settings\[user name]\Application Data\Intuit\Quicken\Log

  20. 4 OFX Log 2.)OFXLog*Logs request/response between software client & FI server at a more detailed level including account information, transactions, etc. • Since Quicken 2004 must access within Quicken program… then save to a text file • Latest sessions at bottom of Log file • Check date/time stamp to find session • Tip: Search for “Error” • Log files that become too large are archived in OFXOld.TXT

  21. 4 .QFX File Web Connect FIs Only • Use .QFX file instead of OFX Log • .QFX file which has the response file equivalent of the OFXLog • Under Edit Menu > Quicken Preferences check Web Connect options to aid in troubleshooting

  22. 4 OFX Log

  23. 4 Quicken Windows 2004 / 2005 Viewing The OFX Log Located in Quicken 2004/2005 under the Help\Product & Supportmenu

  24. 4 Quicken Mac 2004 / 2005Viewing The Quicken Logs • Unlike earlier versions, QMAC 2004 does not save the connlog or ofxlog in the Quicken folder.  Instead, they are stored in the resource library.  The steps listed below describe how to find the connlog or ofxlog in QMAC 2004: • Hold down the "Control" key and click on the Quicken 2004 data file • Select "Show Package Contents" on the menu that appears. • A new window is displayed containing the data file alias and a Contents folder • Double click the Contents folder • Double clickthe Logs folder. • Open the connlog or ofxlog in a text editor

  25. 4 Q05 Log File LocationsXP Compliance CONNLOG.TXT: • C:\Documents and Settings\[user name]\Application Data\Intuit\Quicken\Log OFXLOG.TXT: • Same as Quicken 2004, w/in the product under Help Menu\Product and Customer Support FIDIR.TXT: • C:\Documents and Settings\All Users\Application Data\Intuit\Quicken\Inet\common\localweb\banklist directory NOTE: If you are unable to find the \Application Data folder, set your folder options to show hidden files and folders.

  26. 4 OFX Tab Tool • Download tool from FI.Intuit.Com Technical Resources • Makes OFX Log (or .QFX for Web Connect) files much easier to read!

  27. 5 OFX Viewer Diag Tool Go to Demo Syntax Error (Data is too long (past maximum field length)): <NAME> ATM POS DEBIT 5601 E. SPRAGUE AVE SPOKANE WA (line #47) Extra Error (Transaction which should have been positive in STMTTRN had value <= 0): CREDIT -150.00 (line #36) Extra Error (Transaction which should have been negative in STMTTRN had value >= 0): DEBIT 65.90 (line #57) OFX Viewer Tool Located under FI.Intuit.Com Technical Resources & Tools

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