Online Troubleshooting Guide

The following are some basic procedures to follow if you experience trouble when using the online features in Quicken 98, 99, 2000, or 2001.

Configure Quicken to use a direct Internet connection.

  1. Exit Quicken.
  2. Establish an Internet connection through your Internet Service Provider (ISP), cable modem, or network.

Note: If you have trouble connecting to the Internet at this point, contact your ISP, cable service, or network administrator for further assistance.

  1. With your Internet connection established, open Quicken.
  2. In Quicken 98 and 99, point to Internet Connection on the Online menu and select Setup. In Quicken 2000, select Internet Connection from the Edit menu. In Quicken 2001, use the Intuit Internet Profile Manager.
  3. At the Are you connected to the Internet screen, select I have a direct Internet connection, and then click Next.
  4. At the Browser Preference window, click Next.
  5. Select the browser you would like to use, and then click Next.
  6. At the Tell us about your Proxy Server screen, leave all fields blank if you use a standard ISP to connect to the Internet. However, if you use a cable modem or network connection to access the Internet, you may need to enter settings here. If you are unsure about proxy settings, contact the manufacturer of your cable modem, or your network administrator, for further information. 
  7. Click Next twice, and then click Finish to complete this wizard.

Configure Quicken to use your Internet Service Provider (ISP) to connect to the Internet.

  1. In Quicken 98 and 99, point to Internet Connection on the Online menu and select Setup. In Quicken 2000, select Internet Connection from the Edit menu. In Quicken 2001, use the Intuit Internet Profile Manager.
  2. At the Are you connected to the Internet screen, select I have an existing dial-up Internet connection, and then click Next.
  3. Select the ISP you would like to use with Quicken, and then click Next.
  4. At the Browser Preference window, click Next.
  5. Select the browser you would like to use, and then click Next.
  6. Click Next twice, and then click Finish to complete this wizard.

Check your system date and time.

  1. On the Windows Task bar, click the Start, point to Settings, and then select Control Panel.
  2. Double-click the Date/Time icon.
  3. Verify that your system is set to the correct date and time. If it is not, make the necessary changes here.

Test the security of your Internet browser.

  1. Go to the Intuit Browser Encryption Test page.
  2. Click the Test my browser button.
  3. If the browser test shows that your browser does not support 128-bit encryption, follow the instructions on how to obtain a more secure browser. Without 128-bit encryption, your browser will continue to work with Quicken, but you will not be able to use security-intensive online features, such as online banking and security trade.

Note: If you have trouble updating your browser to a version which supports 128-bit encryption, contact the browser manufacturer for further assistance.

Refresh the financial institution information stored in Quicken.

  1. In Quicken 99, select Online Center from the Online menu. In Quicken 2000 and 2001, select Online Banking from the Banking menu.
  2. On your keyboard, hold down the CTRL and F3 keys, and then click Contact Info.
  3. At the FI Action Required window, select your financial institution, click Refresh, and then click OK.

Note: This feature is available in Quicken 99, 2000 and 2001 only.

Search the Intuit Technical Support KnowledgeBase.

The Quicken Technical Support Web site is a comprehensive resource, which allows you to search or browse our catalogue of technical answers. 

To search the KnowledgeBase, type the error number or message in the Search box, and then click the Find button.

Use Quicken Help.

The Quicken Help index can provide answers to many of your technical questions. The Quicken Help index is located in the Help menu, in Quicken.

Check for conflicting TSR (Terminate and Stay Resident) applications.

If you continue to experience connection issues, disable all screen saver, fax, and virus protection software, as well as any other programs that run in the operating system's background. Please read this additional information about TSR applications.

Create and test a new Quicken data file.

In some cases, damage that is specific to your Quicken data file can prevent a successful connection to the Internet from within Quicken. Complete the following steps to determine if your connection problems are being caused by a damaged data file.

  1. Open Quicken.
  2. From the File menu, select New.
  3. Choose New Quicken File, and then click OK.
  4. Enter a name for the test file, and then click OK.
  5. Once the new file has been created, set up a new account within the file.
  6. Enable the account for online services. Use the same account information (account number, routing number, PIN, etc.) that is used in your original Quicken data file.
  7. Attempt to perform an online banking function.
  8. In the connection is successful, your original data file may be damaged. Please view Correcting Data File Corruption for more information on how to resolve data file corruption.
  9. If the connection is unsuccessful in the new file, be sure to write down the exact error message. If you are unable to connect to the Internet outside of Quicken, contact your Internet service provider, cable provider, or network administrator for further assistance. If you are able to successfully connect to the Internet outside of Quicken, and the error occurs when you attempt to use an online banking feature within Quicken, contact your financial institution for further assistance.

See also...