Quicken Training

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Quicken Training
Online Troubleshooting - Basic Recorded
Webinar Mark ShulmanFI Training ManagerIntuit
Corporation
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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
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Dissecting Web Connect Session
PC
FI or Intuit Servers
Customer Initiates Download
Users Browser

.QFX file opened
Interaction determined by browser file open
settings, and Quicken preferences
QuickenClient
Quicken Windows, or QuickBooks
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Dissecting Direct Connect Session
Customer Initiates Download w/One Step Update in
Quicken
Users PC
FI or Intuit Servers
QuickenClient
Quicken Windows, Mac or QuickBooks
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Main Error Types
User Error
Scenario Web site navigation or entering incorrect PIN Difficulty with Reconcile feature
Tools / Suspects Getting Started Guides Quicken Product Help Edit Account Details
DataFile
Scenario Longtime user with corrupted data file
Tools / Suspects Test in a new data file Run Validate (File menu gt File Operations) Check for recent usable backup
App. Issue
Scenario Not exhibiting same behavior as Customer Service Rep
Tools / Suspects Check Patch Fixes (R5) Update FI Directory via One Step Update Go to Online CenterCntrl-F3 on Contact Info then do an Update/Send to refresh Branding
PC Issue
Scenario Cant establish a secure internet connection
Tools / Suspects Software/Hardware/OS Windows OS Virus Protection Firewall - perhaps disable to test
Server
Scenario Parser errors during download Down for maintenance
Tools / Suspects Typically wide spread issue Connlog and OFXlog OFX Viewer Check with Server team
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Key OL Troubleshooting Steps
Basic Fact Finding
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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

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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

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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
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Quicken Online Errors
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Errors Listed in Online Update SummaryLocation
Online Menu gt Online Update Summary
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Transmission Summary
Location Online menu gt Online Update Summary gt
Transmission Summaries
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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_at_intuit.com
• FI Resources
• Internal Knowledgebase
• Help Desk System
• Are other CSRs receiving the same types of calls?
• Back-End System - server team

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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

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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 / ltCODEgt 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 ltMESSAGEgt tag
• Sync
• OL-393 The sync session fails with a ltTOKENgt-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/k
b
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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

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Anatomy of a Downloaded Transaction
ltSTMTTRNgt
ltTRNTYPEgtDEBIT
ltDTPOSTEDgt20040226170000
ltTRNAMTgt-30.29
ltFITIDgt1442040580001
ltSICgt5310 ltNAMEgtTARGET
00003228 MOUNTAIN lt/STMTTRNgt
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Online Session Log Files

• 1.) Connection Log
• The ConnLog.txt Logs history of users 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

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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
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OFX Log

• 2.) OFXLogLogs 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

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.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 gt Quicken Preferences check Web
  Connect options to aid in troubleshooting

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OFX Log
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Quicken Windows 2004 / 2005 Viewing The OFX Log
Located in Quicken 2004/2005 under the
Help\Product Support menu
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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 click the Logs folder.
• Open the connlog or ofxlog in a text editor

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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.

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OFX Tab Tool

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

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