Chat Support Session Transcript


A

Alan

Enjoy. I didn't.

5:49:49 PM System Welcome alan xxxxx ...
5:49:51 PM System Connecting to server. Please wait...
5:49:52 PM System Connected to quicken.ehosts.net
5:49:52 PM System Session ID: xxxxx
5:49:52 PM System Initial Question/Comment: Credit Card Transactions come
in as New instead of Match
5:51:09 PM System Austin has joined this session!
5:51:14 PM Austin Hi
5:51:25 PM Austin Welcome to Quicken chat. I've reviewed the brief issue
summary you provided. Could you provide specific details to help me better
understand your situation?
5:51:42 PM You Hi. I've been using Quicken since the late 90s. 2005
problem: Sometimes this process is fine, other times I get transactions as
"new" instead of "match". This only ahppens with an account that is not
updated through the one step update. I have to go to the register and click
on "update now", log in, select the type of quicken file I want (2004 and
later), and then click "Open".


5:53:14 PM You This problem has not happened with One Step Update.
5:54:49 PM You ARe you still there?
5:55:29 PM Austin Thank you for the details
5:57:59 PM Austin May I ask since when you are facing this problem?
6:00:08 PM You SInce upgrading to this version. It started almost
immediately. SOmetimes the transactions laod properly, other times, like
today, there were transactions that I had accepted several days ago that
were maarked as "New", and others that were more recent and really were new.
The previously accepted transactions are marked with a "c" in my register.
6:01:21 PM Austin May I ask if you have the same transactions entered in
the register part also .
6:02:55 PM You If you mean, "did I enter them manually in the register?",
no I did not. All credit card transactions are always downloaded. After I
accept them, Quicken marks them with a "c".
6:11:27 PM Austin The transactions that are entered already in the register
part will download as MATCH and in case you download any transactions which
is not entered in the register will download as New and you need to accept
them into the register by clicking on Accept .
6:13:38 PM You Yes, I know that. THAT IS THE PROBLEM- Transactions that
should be marked "Match" are being marked "New". They are already in the
register. They are not new. They already exist. They should be marked as
"Match".
6:17:11 PM Austin Right , in that case , you need to right click on these
transactions and manual match these transactions in to the register .
6:18:29 PM You I should not have to do this. There are dozens of
transactions. This never happened in prior versions of Quicken. It is a BIG
problem.
6:19:24 PM Austin This is to be done for one time and this will not repeat
again , once you have manually matched the transactions
6:21:32 PM You But it keeps happening. This will occur again next week with
a new batch of transactions. I will download them the first time, and all
will be fine. I will accept them and everything is fine. A few days later, I
will download again, and get some brand new transactions, as well as the
prvious ones that were already accepted, but ALL of them wil be marked
"New". This is not correct behavior.
6:23:03 PM Austin I will provide you with data validation steps also that
will validate the file ...... this will indeed repair the file of any damage
it has.
6:23:40 PM You Okay.
6:25:05 PM Austin Are you contacting us from within the Quicken program or
from a separate browser outside of Quicken?
6:26:18 PM You I launched it from Quicken, but it seems I am actually in an
extrenal browser (IE 6).
6:28:08 PM Austin Then you can do the validation now it self
6:28:16 PM Austin Please go to File -> File Operations -> Copy and create a
copy of the Data File . When prompted after copy to use "Old file" or "New
File" , Please select the "New File".
6:28:26 PM Austin Let me know the copy file is ready.
6:30:11 PM You Done.
6:31:17 PM Austin Please go to File -> File Operations -> Validate and
validate this copy of the file .
6:32:20 PM You "Validation has completed."
6:33:21 PM Austin Now, please press CTRL and SHIFT keys and click on File >
File Operations > Validate. Make sure to hold CTRL and SHIFT keys till you
click on Validate. This will super validate your file.
6:34:43 PM You Super validation has completed.
6:36:49 PM Austin Fine , now your file is fine to be used and you can
follow the same steps that I provided to your earlier .
6:38:17 PM You Thanks. I'll chat with you (Quicken) again next week when
this happens again. The problem is a bug having to do with your new data
exchange format. There is nothing wrong with my file.
 
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M

Mike B

Alan said:
Enjoy. I didn't.
For once my sympathy lies with the helpdesk.
5:49:49 PM System Welcome alan xxxxx ...
5:49:51 PM System Connecting to server. Please wait...
5:49:52 PM System Connected to quicken.ehosts.net
5:49:52 PM System Session ID: xxxxx
5:49:52 PM System Initial Question/Comment: Credit Card Transactions
come in as New instead of Match
5:51:09 PM System Austin has joined this session!
5:51:14 PM Austin Hi
5:51:25 PM Austin Welcome to Quicken chat. I've reviewed the brief
issue summary you provided. Could you provide specific details to
help me better understand your situation?
5:51:42 PM You Hi. I've been using Quicken since the late 90s. 2005
problem: Sometimes this process is fine, other times I get
transactions as "new" instead of "match". This only ahppens with an
account that is not updated through the one step update. I have to go
to the register and click on "update now", log in, select the type of
quicken file I want (2004 and later), and then click "Open".
OK, who cares since when you have been using Quicken.

You start off "sometimes this process".. what process??

Do you "have" to go to the register to update because one-step is not
updating the account? Or are you talking about web connect?

Where do you select the type of Quicken file you want?
5:53:14 PM You This problem has not happened with One Step Update.
5:54:49 PM You ARe you still there?
No wonder the poor b* is silent, he can't make head or tails out of your
description.
5:55:29 PM Austin Thank you for the details
5:57:59 PM Austin May I ask since when you are facing this problem?
6:00:08 PM You SInce upgrading to this version. It started almost
immediately. SOmetimes the transactions laod properly, other times,
like today, there were transactions that I had accepted several days
ago that were maarked as "New", and others that were more recent and
really were new. The previously accepted transactions are marked with
a "c" in my register.
Here you go again. Are you suggesting that you get downloaded transactions
that duplicate previous downloaded transactions and that Quicken does not
recognize them as old transactions? If so, why don't you say so?
6:01:21 PM Austin May I ask if you have the
same transactions entered in the register part also .
6:02:55 PM You If you mean, "did I enter them manually in the
register?", no I did not. All credit card transactions are always
downloaded. After I accept them, Quicken marks them with a "c".
OK, now watch this. Austin ask you if the transactions are entered in your
register. He did not ask you if *you* have entered them. You answer "no" and
now he is getting confused. You don't have the transactions in your
register, but you want them to match ... what??
6:11:27 PM Austin The transactions that are entered already in the
register part will download as MATCH and in case you download any
transactions which is not entered in the register will download as
New and you need to accept them into the register by clicking on
Accept .
So he tells you how the process works.
6:13:38 PM You Yes, I know that. THAT IS THE PROBLEM-
Transactions that should be marked "Match" are being marked "New".
They are already in the register. They are not new. They already
exist. They should be marked as "Match".
Now you tell him you have the transactions in the register. You have *still*
not explained to him that you get duplicate transactions in your downloads
and that it are these duplicates that you are expecting to match (which, by
the way, is conditional on a few other things)
6:17:11 PM Austin Right , in that case , you need to right click on
these transactions and manual match these transactions in to the
register .
Poor guy, now he thinks you are calling because the Quicken match process is
broken (which it is, but I think you have another problem - more about that
later).
6:18:29 PM You I should not have to do this. There are
dozens of transactions. This never happened in prior versions of
Quicken. It is a BIG problem.
6:19:24 PM Austin This is to be done for one time and this will not
repeat again , once you have manually matched the transactions
6:21:32 PM You But it keeps happening. This will occur again next
week with a new batch of transactions. I will download them the first
time, and all will be fine. I will accept them and everything is
fine. A few days later, I will download again, and get some brand new
transactions, as well as the prvious ones that were already accepted,
but ALL of them wil be marked "New". This is not correct behavior.
Here you finally begin to explain the crux of the problem. a good 40 minutes
into the chat session.
6:23:03 PM Austin I will provide you with data validation steps
also that will validate the file ...... this will indeed repair the
file of any damage it has.
So Austin decides to bail out.
6:23:40 PM You Okay.
6:25:05 PM Austin Are you contacting us from within the Quicken
program or from a separate browser outside of Quicken?
6:26:18 PM You I launched it from Quicken, but it seems I am
actually in an extrenal browser (IE 6).
6:28:08 PM Austin Then you can do the validation now it self
6:28:16 PM Austin Please go to File -> File Operations -> Copy and
create a copy of the Data File . When prompted after copy to use "Old
file" or "New File" , Please select the "New File".
6:28:26 PM Austin Let me know the copy file is ready.
6:30:11 PM You Done.
6:31:17 PM Austin Please go to File -> File Operations -> Validate
and validate this copy of the file .
6:32:20 PM You "Validation has completed."
6:33:21 PM Austin Now, please press CTRL and SHIFT keys and click on
File > File Operations > Validate. Make sure to hold CTRL and SHIFT
keys till you click on Validate. This will super validate your file.
6:34:43 PM You Super validation has completed.
Your validate and super validate ran very quickly. Are you sure you really
ran them? 1 min 3 sec for the validate and 1 min and 22 sec for a super
validate? How big is your file?
6:36:49 PM Austin Fine , now your file is fine to be used and you
can follow the same steps that I provided to your earlier .
6:38:17 PM You Thanks. I'll chat with you (Quicken) again next week
when this happens again. The problem is a bug having to do with your
new data exchange format. There is nothing wrong with my file.
Ok, now my hypothesis. I'm curious as to the process where you get to select
Quicken 2004 format data. That sounds like web connect. That would also
explain why you don't so the one-step update. But please confirm this for
me.

Quicken won't match to a transactions that is flagges "c", hence the failure
to match. *BUT* it should also have recognized the downloaded transactions.
What may be happening here is that this is your first exposure to web
connect data (QFX) format. Inside the QFX format there is a transaction id
(TID) for each transaction. It behooves Quicken to not process transactions
with a known TID. And this process work, we know that because there are
literally 1000s of happy campers with web connect (myself included). So we
turn our suspicions to your FI and their data format. Perhaps they don't
send the same TID for every transaction?

Try this. Instead of directly processing the data file, download it to disk
and open it with notepad. Look for some transactions you recognize and note
their TIDs. Then wait a few days, download again and look for the same
transactions and compare TIDs.

I'm betting dollars to doughnuts that that is the problem. No-one here has
ever complained of what you are complaining about.
 
A

Alan

Mike B said:
For once my sympathy lies with the helpdesk.


OK, who cares since when you have been using Quicken.
I do, so he would know that I am not new to Quicken. It gives him some
context to work in.
You start off "sometimes this process".. what process??
The one mentioned in the short title description as follows:
System Initial Question/Comment: Credit Card Transactions
come in as New instead of Match

Do you "have" to go to the register to update because one-step is not
updating the account? Or are you talking about web connect?
That is what _he_ should have asked me.
Where do you select the type of Quicken file you want?

No wonder the poor b* is silent, he can't make head or tails out of your
description.
That makes no sense. He would have asked for clarification if he was
confused.
Here you go again. Are you suggesting that you get downloaded transactions
that duplicate previous downloaded transactions and that Quicken does not
recognize them as old transactions? If so, why don't you say so?
Yes, and I did. You obviously understood it, or you wouldn't have gotten it.
OK, now watch this. Austin ask you if the transactions are entered in your
register. He did not ask you if *you* have entered them. You answer "no" and
now he is getting confused. You don't have the transactions in your
register, but you want them to match ... what??
His question was not clear. Obvioulsy the transactions were in my register.
Where else would they be marked with a "c"? Maybe you should go work for
Quicken.
So he tells you how the process works.


Now you tell him you have the transactions in the register. You have *still*
not explained to him that you get duplicate transactions in your downloads
and that it are these duplicates that you are expecting to match (which, by
the way, is conditional on a few other things)
You are thicker than he is. I explained it once before and twice in the
above paragraph.
Poor guy, now he thinks you are calling because the Quicken match process is
broken (which it is, but I think you have another problem - more about that
later).
Finally, we agree. Yes, I think the match process is broken.
Here you finally begin to explain the crux of the problem. a good 40 minutes
into the chat session.
It is the 4th time I've explained it.
So Austin decides to bail out.


Your validate and super validate ran very quickly. Are you sure you really
ran them?
Yes. I responded in quotes with the exact meassage displayed by Quicken.
Surely you recognize them, being that you are an expert.

1 min 3 sec for the validate and 1 min and 22 sec for a super
validate? How big is your file?
About 8.6 MB.
Ok, now my hypothesis. I'm curious as to the process where you get to select
Quicken 2004 format data. That sounds like web connect. That would also
explain why you don't so the one-step update. But please confirm this for
me.
It is web connect.
Quicken won't match to a transactions that is flagges "c", hence the failure
to match. *BUT* it should also have recognized the downloaded
transactions.

That's what I thought, too.
What may be happening here is that this is your first exposure to web
connect data (QFX) format. Inside the QFX format there is a transaction id
(TID) for each transaction. It behooves Quicken to not process transactions
with a known TID. And this process work, we know that because there are
literally 1000s of happy campers with web connect (myself included). So we
turn our suspicions to your FI and their data format. Perhaps they don't
send the same TID for every transaction?
Try this. Instead of directly processing the data file, download it to disk
and open it with notepad. Look for some transactions you recognize and note
their TIDs. Then wait a few days, download again and look for the same
transactions and compare TIDs.
I will check- thanks for the idea- I suspected it was TIDs, but I didn't
suspect I could open the file and read it. Doesn't seem very secure, but
that's the way it is (I looked at an old one just now).
 
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A

Andrew DeFaria

Alan said:
I do, so he would know that I am not new to Quicken. It gives him some
context to work in.


The one mentioned in the short title description as follows: System
Initial Question/Comment: Credit Card Transactions
come in as New instead of Match
It may be clear to you but it's not clear to anybody else. Here Alan
asks you flat out and *you*, not him, fail to answer! He asked
specifically "what process" and you point to the Initial
Question/Comment which does not describe any process really - what
exactly is a "come in" anyway?!? *How* does it come in? *What is the
process* of getting those transactions in? The correct answer would be
web connect, which you later mention is what you are using. Either that
or describe enough of the *procedure* you use to get the transactions in
that somebody might have the hope of figuring out it's web connect. So
do you see how while it might be clear to you it is not clear to
everybody. People really need to pay attention to what the question
really asks...
 

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