Home > Support > Error When Using Online Services: OL-297

Error When Using Online Services: OL-297

Updated: 5/03/2012 | Article ID: GEN82231

Overview

You may receive one of the following messages while using online services in Quicken:

  • OL-295
  • OL-296
  • OL-297

Cause

An OL-297 error usually appears when your computer cannot establish an internet connection with Quicken. This may be due to your system's internet settings, firewall, router, a pop-up blocker, your Internet Service Provider (ISP), or a server outage.

What to do

If you get this error with all of your financial institutions

If there is more than one financial institution receiving the error it is not likely a server error. Meaning, no matter which account you attempt to update, you receive this message.

Check your system date and time settings

Incorrect system date and time settings can prevent a secure connection with your financial institution.

  1. Double click the clock on the task bar at the bottom right corner of your screen.
  2. In the Date/Time tab, check to see if the time is correct.  If it is not, fix it. 
  3. Sometimes the timezone may be incorrect.  Click on the Time Zone tab and make sure it is set to the correct time zone.
  4. Press OK when finished.
  5. If you made any changes to the time or time zone, open Quicken and attempt your online request again.

Restart your computer

  1. Save your work and close all open applications.
  2. From the Windows Start menu, choose Restart.
  3. Select Restart and click OK.
  4. Once you're back up and running, try your Quicken online request again.

Reconfigure your firewall

  • Verify that the Quicken program (qw.exe) has full and unrestricted access to the Internet. For more information, take a look at Configuring Firewalls on our Support website.  Since all firewall applications are different, you may need to look into your firewall application documentation for more help.

Perform general connectivity troubleshooting

  • There are a broad connectivity issues that can cause this problem. For more information, take a look at Connectivity Troubleshooting on our Support website.

Update your computer's root certificate list (a solution for Windows XP users only)

If you use Windows XP, and you've tried the solutions above and you still can't connect, you may have an outdated SSL certificate. Windows XP contains an optional system component called Update Root Certificates, which, when necessary, connects to the Microsoft Update web server and downloads certificate updates. If this component is not installed, you need to periodically update the certificate list yourself. Here's how:

  1. Click this link http://www.download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe.
  2. When prompted, click Run to begin the root certificate update.

Note: Please contact Microsoft customer support if you have any questions about the update program. You can also learn more by reading this Microsoft FAQ: http://support.microsoft.com/kb/931125. Look for the section titled Root Update Package (intended for Windows XP only).

If you get this error with some (not all) of your financial institutions

If only one financial institution is receiving the error it is likely a temporary server error. Meaning, if you can receive updates from one of your financial institutions, but when you attempt to update another account, this message occurs. If this is the case, wait until the next business day and then attempt your session again.

In the mean time, make sure the settings are correct for accepting cookies. Quicken uses Internet Explorer to handle these.

  1. Open Internet Explorer.
  2. Click on the Tools menu, then select Internet Options.
  3. Select the Privacy tab.
  4. Click on the Advanced button.
  5. If necessary, check Override automatic cookie handling.
  6. Ensure First-party and Third-party Cookies are both set to Accept.
  7. Press OK, then OK again.
  8. Close out of Internet Explorer and if changes were made, try again.
 
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