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Connectivity Troubleshooting

Updated: 10/09/2013 | Article ID: GEN82610

The three main problems that can prevent Quicken from accessing the Internet are:

  1. Your Web browser cannot establish a secure connection
  2. Your computer has been infected with a computer virus
  3. Your computer has security and privacy programs, such as firewalls and pop-up blockers, that are not configured correctly

Checking for Computer Viruses

Many viruses can interfere with your online account services. If you have difficulty downloading transactions or making payments online from Quicken, try updating your anti-virus program and completing a full system scan. For more information, refer to the manufacture's instructions for your anti-virus software.

If you do not have an anti-virus program installed on your computer, Intuit strongly recommends that you install one as soon as possible, and then complete a full system scan to locate any viruses that the anti-virus software needs to remove from your system.

Configuring security and privacy programs

  1. Adware and spyware can interfere with online account services
    Information about adware and spyware protection (see below)
  2. Internet Explorer privacy and security settings
    Many financial institutions use cookies during online banking sessions. Changing your privacy settings to handle cookies differently, or changing your security settings to block cookies, might be the reason you have trouble with online account services. Try opening Internet Explorer and restoring the default settings recommended by Microsoft.
    Instructions for restoring Internet Explorer privacy settings (see below)
  3. Pop-up blocker
    Pop-up blockers can interfere with online account services in Quicken. Several error messages are possible, but two of the most common ones are "User Canceled Session" or "Action Canceled." If a pop-up blocker is installed on your system, try turning it off, and then try downloading transactions again. If you can download transactions, Intuit recommends that you configure your pop-up blocker to allow pop-up windows on your financial institution's Web site. For more information, refer to the manufacturer's instructions for the pop-up blocker software.
  4. Firewalls
    Firewalls enable you to control which of the programs on your computer can access the Internet and what content you can view online. Firewalls are essential security tools but, if they are not configured correctly, they can prevent Quicken from accessing the Internet. For more information on Firewalls, see Configuring firewalls.

Adware and spyware protection

  1. Adware programs track your Internet usage and provide pop-up ads based on the things you look at on the Internet. Adware is only installed on your system with your consent.
     
  2. Spyware programs also track your Internet usage, but they do so without your consent. Spyware might attempt to capture your personal information and send it to a third party without your knowledge or consent. If you want to remove Spyware and Adware programs from your system, there are many third-party programs that can help you identify and remove them.
     

Restoring Internet Explorer default privacy settings

  1. Start Internet Explorer.
  2. Select the Tools menu and select Internet Options.
  3. On the Security tab, click the Internet icon at the top.
  4. Click Default Level. The default setting is Medium. If Medium is already selected, the Default Level button is unavailable.
  5. Click OK to apply the changes and close the window.

If you do not want to restore the default settings, you can contact your financial institution about the minimum security and privacy settings they require for online account services with Quicken, and then manually change the settings to meet their requirements. Keep in mind that different financial institutions have different requirements for security and privacy settings.

Privacy or cookie management programs can override Internet Explorer settings. If you use such a program and you need assistance with it, refer to the manufacturer's instructions for the program you are using.

For additional troubleshooting information, see Online troubleshooting guide.

Note for IE 10 users: IE 10 selects TLS 1.2 by default in the Advanced tab. Resetting IE to defaults does not clear this selection, and it must be manually unchecked by the user. Clearing this selection has been proven to resolve the CC-899 error messaging. Caution: If you need to connect to specific sites that require TLS 1.2, you should take that into consideration before clearing this selection. If you are unsure if you need to connect using TLS 1.2, you can choose to disable when updating Quicken, then re-enable when prompted to do so by the website you're connecting to.

 
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