Troubleshooting

Below is a list of error messages and possible solutions. A common cause of an error is simply that a software update or patch needs to be installed. It is always recommended you have the latest patches and updates installed when using this software. For more information, please visit www.quicken.com. We also suggest you take a moment to review our security pages that are regularly updated by our Security Team.

Something missing? If you didn't find what you were looking for on these pages, let us know.

OL-249 | Security Certificate Expired | Quicken for Mac 2005-2007
This error message is related to the security certificate within your Quicken software. Please use the following link to Quicken’s support site and follow the instructions provided to resolve the issue. https://quicken.custhelp.com/cgi-bin/quicken.cfg/php/enduser/std_adp.php?p_faqid=7368

05.01.06 | Quicken System Upgrade Guide
Quicken for Windows
Quicken for Mac

03.02.06 | Quicken Error/Daily Income Account Change
Recently Daily Income accounts were converted to Instant Access accounts, because of this you may be unable to connect with Quicken (OL-393 error). To resolve this, simply disable the Transaction Download for your old Daily Income account, then activate it again to connect. If this does not resolve the error, please send the date and time of your most recent connection attempt to hbsupport@firsttechcu.com for further assistance.

OL-332 | Invalid Customer ID or PIN
If you receive this error when trying to download statements then you may have entered an incorrect Username or Password.

OL-309 | Account holder not authorized for this request at this time
This error message is indicating that your account has been locked out of our server due to invalid Username and Password tries. Please contact the credit union at 800.637.0852 or hbsupport@firsttechcu.com to unlock your account. Please note: This lock out will also affect your ability to login to First Tech Online Banking.

OL-393 | Account Setup
When re-enabling your accounts after our server upgrade, do not enable Bill Payment with First Tech in your Savings Accounts. Enabling Bill Payment for a Savings Account will cause connection errors. Should you have enabled this option simply "disable" bill payment in your account overview.

OL-297 | Error Message when Enabling Account
This error message can be a generic default message pushed out by Intuit. If you do receive this error when enabling your account for the first time, please check the following:

• Go to Help > About Quicken and be sure that you are using the latest release for your version of Quicken. Visit Quicken.com to find the latest version informaiton. You can also perform a One Step Update. This should push the latest release to you.
• Go to Edit > Preferences > Internet Connection Set up. Choose 'Use my computer's Internet connection settings' then Next > Advanced Connections Settings > Advanced Tab. Scroll down to Security and be sure that 'Use TLS 1.0' is unchecked.

If you continue to receive this error after following these steps, please email hbsupport@firsttechcu.com . We will be able to assist you further.

Quicken 2004 for Mac | Account Not Recognized [OL-304 and/or OL-393]
There is a bug in 2004 that can generate an error message that says First Tech doesn't recognize your account number. The account number may be coming across with leading zeros, which causes our system to not recognize the account. To correct this, please use the following workaround:

1. From the account list, select the account and click on Edit
2. In the Edit Account window, hold down the Option key and select Edit Online Access
3. In the Enable Online Access window, enter a value other than the original Customer ID in the Customer ID field.
4. Select Save
5. Follow steps 1-3 again but this time; enter the original Customer ID value in the Customer ID field.
6. Select Save.

It is important to note that you must change to another Customer ID value in step 3, simply typing over the existing number with the same number to get the Save button to become enabled will not correct the problem.

For additional assistance please contact hbsupport@firsttechcu.com or call 800.637.0852.