Transcript No Slide Title

Quicken Training
Online Troubleshooting - Basic
Recorded Webinar
Mark Shulman
FI Training Manager
Intuit Corporation
Connecting via OFX
Two Ways To Connect:
1. Direct Connect: Customer initiates download
directly from within Quicken
•
Two-way communication
•
•
Quicken sends requests, server responds
Download, Bill Pay, Transfers, OFX E-Mail
2. 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
Dissecting… Web Connect Session
PC
FI or Intuit Servers
Customer Initiates Download
User’s
Browser
Customer initiates download
1 FI Web Site
.QFX response file generated
.QFX
file
opened
}
Quicken
Client
Interaction determined by
browser file open settings,
and Quicken preferences
Verifies FI support and
sends key URL info
Optional update of Logos,
and In-product Ads
Quicken
Windows,
or
QuickBooks
Transaction download
2
Intuit
Branding
3
FI Marketing
Server
4
Transaction Data from
.QFX file Processed
Dissecting… Direct Connect Session
User’s PC
Customer Initiates Download
w/One Step Update in Quicken
FI or Intuit Servers
Branding Req:
Quicken
Client
Verifies FI support and sends key URL info
1
Intuit
Branding
2
FI Marketing
Server
3
FI Profile
Server
4
FI Message
Set Servers
Marketing Req:
Optional update of Logos, In-product Ads
Quicken
Windows,
Mac
or
QuickBooks
Profile Req:
PIN Spec, Acct Types, Bill Pay Model
Message Set Req:
Sign On: Authenticate PIN & Customer ID
Payment Sync Request:
Sync Online Payees and Payments
Download Req:
Download Transactions and Online Balance
Main Error Types
App. Issue
User Error
Scenario:
Not exhibiting same
behavior as
Customer Service
Rep
Scenario:
Web site navigation
or entering incorrect
PIN
Tools / Suspects:
Check Patch Fixes
(R5)
Update FI Directory
via One Step Update
Tools / Suspects:
Getting Started
Guides
Quicken Product
Help
Edit Account Details
Go to Online
Center…Cntrl-F3 on
Contact Info then do
an Update/Send to
refresh Branding
PC
Issue
Server
Scenario:
Can’t establish a
secure internet
connection
Scenario:
Tools / Suspects:
Software/Hardware
/OS
Windows OS
Tools / Suspects:
Difficulty with
Reconcile feature
Virus Protection
Firewall - perhaps
disable to test
Parser errors
during download
Down for
maintenance
Data
File
Scenario:
Longtime user
with corrupted
data file
OFX Viewer
Tools / Suspects:
Test in a new data
file
Run Validate (File
menu > File
Operations)
Check with Server
team
Check for recent
usable backup
Typically wide
spread issue
Connlog and
OFXlog
Key OL Troubleshooting Steps
1
Basic Fact Finding
2
In-Product Clues
3
intuit.com, fi.intuit.com,
& internal FI sources
4
5
Log Files
Advanced Tools
e.g. OFX Viewer
Basic Fact Finding

1
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
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
2
Check Account Details
2
1.) Right click the appropriate account
register in the Quicken Account Bar
2.) Select Edit Account to verify account
information
3.) If necessary, click Online Services
Tab to deactivate download/bill pay
Quicken Online Errors
2
Errors Listed in Online Update Summary
Location: Online Menu > Online Update Summary
2
Transmission Summary
2
Location: Online menu > Online Update Summary > Transmission Summaries
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
[email protected]

FI Resources
Internal Knowledgebase
Help Desk System
Are other CSRs receiving the same types of calls?
Back-End System - server team
3
Summary: Common OL Sleuthing Steps


Update to Latest Patch Release
Have user re-connect

Just that FI


Check back-end system



CSR attempt to reproduce
Check Online Update Summary
Transmission Summary
Edit Account Details
Check Intuit Resources




FI: did client request hit server
Get more in-product detail




“mini” one step update
Fi.intuit.com
Intuit.com/support/quicken
Quicken Help file
Try in New Data file
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
What is OFX?
4
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
Anatomy of a Downloaded Transaction
<STMTTRN>
Aggregate:
Opening Transaction Tag
<TRNTYPE>DEBIT
<DTPOSTED>20040226170000
<TRNAMT>-30.29
<FITID>1442040580001
Unique
Transaction ID
<SIC>5310
<NAME>TARGET
</STMTTRN>
00003228 MOUNTAIN
Aggregate:
Closing Transaction Tag
4
Online Session Log Files
4
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
Connection Log
Quicken 2004
Located in the Quicken Program Directory
Program Default Dir. = C:\Program Files\Quicken 2004
4
Quicken 2005
C:\Documents and Settings\[user name]\Application
Data\Intuit\Quicken\Log
OFX Log
4
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
.QFX File
Web Connect FIs Only

4
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
OFX Log
4
Quicken Windows 2004 / 2005
Viewing The OFX Log
Located in Quicken 2004/2005 under
the Help\Product & Support menu
4
Quicken Mac 2004 / 2005
Viewing The Quicken Logs
4
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:
1. Hold down the "Control" key and click on the Quicken 2004 data file
2. Select "Show Package Contents" on the menu that appears.
A new window is displayed containing the data file alias and a Contents folder
3. Double click the Contents folder
4. Double click the Logs folder.
5. Open the connlog or ofxlog in a text editor
Q05 Log File Locations
XP Compliance
4
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.
OFX Tab Tool

Download tool from FI.Intuit.Com Technical Resources

Makes OFX Log (or .QFX for Web Connect) files much easier to read!
4
OFX Viewer Diag Tool
5
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