Why do I get "OL-393" and "OL-304" errors when I attempt to download transactions into Quicken?

When you get an OL-304 error, it usually means there is something incorrect in the account set-up within Quicken. You will need to pay attention to which accounts generate the error. For instance, if the error says "Your financial institution does not recognize the account Money Market (001234567-16)" then that is the account that needs to be edited in Quicken. If there is more than one account generating OL-304 errors, then each one will be listed. Whenever you have OL-304 errors, you will also have the more general OL-393 error.

The exact process for changing the account set-up information is different depending on if you are on Windows or Mac:

• On Windows, your accounts are listed on the left side of the main Quicken window. Right-click on the problem account and choose "Edit account" from the menu that pops open.
• On Mac, select "Accounts" from the Quicken "Lists" menu, then click once on the problem account in the "Accounts" window that opens, then click on the "Edit" button of that window.

In the account editing window that opens, make sure that your account number is in the correct format. It should be a 9-digit number (your member number, with enough zeros on the left to make it nine digits), followed by a dash (hyphen), followed by a two digit number (the account suffix for that particular account). If there are any letters to the right of the dash, remove them. If the number to the left of the dash is not nine digits, add in additional zeros to the left of the entire number, until it there are nine digits total.

Also, On the Windows version of Quicken, you may need to disable and then re-enable online serices for that account, due to changes made on July 22, 2008. If you were not getting the error earlier in that month, but are now, then click on the "Online Services" tab, and then on the "Remove from One Step Update". Click on "Yes" when the confirmation box pops up, then click on "Activate One Step Update". You will then enter your user name and password, click on "Next", and proceed through the screens that follow. After that, you should be able to successfully download transactions into the account again.

On the Mac version of Quicken, you must also select the correct "Account Type". You will need to temporarily set "Download transactions" menu to "not enabled" in order to edit the Account Type, then change it back to "using direct connect" afterwards. The account types you choose should be as follows:

• Savings accounts and Savings Certificates (including Add-On Certificates and IRAs): select "Savings".
• Checking accounts: select "Checking".
• Money Market savings accounts: select "Savings" (not "Money Market").
• Money Market checking accounts: select "Checking" (not "Money Market").

When I push the button to update the list of Financial Institutions on my Quicken for Mac, I still do not see "Provident Credit Union - new".

This is a known problem with some earlier releases of Quicken 2007 for Macintosh. You will need to download and install a free update to the software:

1. Select "Check for Updates" from the "Quicken 2006" menu at the top of your screen.
2. After a few seconds it should then tell you that there is an update, and link you to it. Click the link and it download it (it is called "R6 Updater").
3. Once it has finished downloading, quit out of Quicken and run the updater (which is probably in your "Downloads" folder, or wherever you normally download files to).
4. You should then be able to re-open Quicken, show the list of financial institutions and click on the "Update List" button, and it should actually work this time.

I've successfully downloaded all of my Provident Transactions into Quicken, but it is still not balancing. What should I do to make it balance?

First, you should check that there are no missing transactions, such as a check you wrote that has not yet cleared. If everything seems all right, it may be that the transactions you downloaded don't go back as far as your register does, or that there was some small error in how you entered something in the past (double entered, transposed numbers, a old check you'd forgotten about was finally cashed). If you just want to bring your register into balance, then determine how much it is off and add an entry with that amount. Make it a deposit or debit, depending on whether you need to bring the balance up or down.

I'm having trouble with Quicken. My accounts and/or transactions are not showing up correctly. Where can I get help?

For issues related to Quicken data downloads and transactions, please call our toll-free Quicken support hotline at (877) 401-5689. This phone support is available during the following hours:

• Monday through Friday: 5 a.m -7 p.m.
• Saturday: 7 a.m - 4 p.m.
• Sunday: 9 a.m - 6 p.m.

If you had Quicken working with your Provident accounts prior to June 2008 and are no longer able to pull in Provident financial data, please be sure to read and carefully follow the steps in our conversion instructions for Windows or Mac as a first step. In most cases, these are the same initial steps we will take you through over the phone when you call.

What should I do before I call Provident about problems I'm having with getting my accounts or transactions into Quicken?

So that we can get you up and running faster when you call, please make sure you have done the following prior to your call:

1. First of all, if have had Quicken working with Provident prior to June 2008 and are no longer able to pull in Provident financial data, please be sure to read and carefully follow the steps in our conversion instructions for Windows or Mac.
2. If you feel your registers are hopelessly messed up and your balances are way off (many entries doubled, etc.) you may just want to get your registers back to the way they had been earlier, and proceed from there. The default behavior of Quicken is to prompt you to do so every 3 times (Windows), or automatically back up your data files when you close the program (Mac). So you may be able to use one of those back-ups to replace your current Quicken data file. On Windows, select "Restore Backup File" from the "File" menu, and then pick file to use from the secondary menu (the most recent backup should be at the top). On Mac, select "Restore" from the File Menu, then "From Disk..." from the secondary menu, then pick the most recent one (if you are not sure which one is most recent, press command-2 to show the files as a single list, and then click on the "Date Modified" header to sort the list).
3. As a safety precaution, be sure to back up your data file before calling, so that you can go back to it later if you need to. Its easy! On Windows, just select "Backup" from the file menu, then click "OK". On Mac, click "Back Up" from the file menu, then "To Disk", make sure the "Quicken Backup Folder" is selected, then click on the "Back Up" button. This is an important step and should not be skipped! We will ask you if you have performed this step if you call us for assistance.

Log Files:

If we have difficulty diagnosing the problem over the phone, we may need you to e-mail us some log files from Quicken. Please generate these files and have them ready to go. In Quicken for Windows, follow the following steps to generate the log files we need:

1. From the "Help" menu, select "Product and Customer Support".
2. In the "Troubleshooting" box, click on "OFX log".
3. Click on "Save As", and save the file to your desktop.
4. In the "Troubleshooting" box, click on "Connlog".
5. Click on "Save As", and save the file to your desktop.

In Quicken for Mac, the way to the log files is different:

1. Open a new window in the Macintosh Finder (the leftmost icon of your Dock). You can do this by clicking on "New Finder Window" from the "File" menu of Finder.
2. Click on the "Documents" icon on the left side of the window.
3. Press command-2 to show the files as a single list, and then click on the "Date Modified" header to sort the list with the most recent files at top.
4. Locate your most recent Quicken data file (near the top). It's name may be something like "Quicken Data" and it may end in ".qdfm". The icon is a yellow dollar sign on a vertical rectangle with a folded corner.
5. Right click on the file (or control click if you only have a one-button mouse), and select "Show Package Contents" from the menu that opens.
6. A new window should open. Double click on the "Contents" folder there.
7. Now double click on the "Logs" folder there.
8. Select the 2 files called "CONNLOG.TXT" and "OFXLOG.TXT". These are the files that we may need you to send to us as an e-mail attachment. You can copy them and paste them into a new e-mail, or drag them into a new e-mail window.