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11000 error when adding New American Funding (edited)

Westwise

Hello,

I'm trying to add my account with New American Funding, but when I try to connect, I get an error 11000 (which I suspect is a timeout issue). The Simplifi add-account process does ask for MFA and accepts the 6-digit code, but then times out when trying to make the connection.

Any solutions for this error?

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Finicity

Comments

Coach Jon

Hello @Westwise,

Thanks for reaching out! Sorry to hear about your trouble connecting with New American Funding. To help us verify what exactly is occurring here, can you please supply a screenshot showing the error you are receiving in Quicken Simplifi?

-Coach Jon

Westwise

Screenshot 2024-12-20 at 10.46.24 AM.png

Sure, this is the error I see when trying to add the account, after I've provided my MFA code. It takes a while to show up.

Coach Jon

Hello @Westwise,

Thanks for the information! To better assist us, can you let us know whether you are adding the account for the first time into Quicken Simplifi, or trying to update an existing account already in Quicken Simplifi?

Additionally, it will be good to get logs from you as well:

Log into the Quicken Simplifi Web App.
Select Profile from the left-hand navigation bar.
With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
Leave all boxes checked, add a brief description of the issue, and then click Send.

-Coach Jon

Westwise

Hi @Coach Jon , I was initially trying to update the account, but when that failed, I removed it fully and received this same error when trying to add it for the first time.

I've sent in a report, reference ID 464546570139291907 .

Coach Jon

Hello @Westwise,

Thanks for the requested information! The last thing I would suggest is connecting to the FI in another browser/incognito mode to see if a security setting or extension is possibly causing any issues. Thanks, and let us know!

-Coach Jon

Westwise

@Coach Jon Same issue in vanilla Firefox, no addons or extensions running.

Coach Jon

Hello @Westwise,

Thank you for trying. To better assist us, can you also show us a screenshot of the instance you are choosing in Quicken Simplifi when trying to connect?

-Coach Jon

Westwise

Hi @Coach Jon , I'm not sure what you mean by "instance". I'm selecting:

Add new account;
New American Funding;
<wait a long time for the connection to load>
<enter username/password>
<wait a long time>
<enter text code from my phone to verify>
<wait a long time>
Get the 11000 error seen in screenshots above.

There's no selection of a particular Quicken Simplifi instance.

Coach Jon

Hello @Westwise,

The Quicken Simplifi instance I am referring to would be the 2nd step you listed. If we can get a screenshot of that, it would be helpful.

-Coach Jon

Westwise

@Coach Jon This view?

Coach Jon

Hello @Westwise,

Thank you for your patience! I have escalated this issue to our product team and will be sure to follow up with any updates here going forward.

-Coach Jon

CTP-11788

Coach Jon

Hey @Westwise,

I just wanted to let you know that the escalation for this issue is still open and ongoing. We are awaiting a fix to be implemented by our service provider. We will continue to keep you updated here!

Thank you for your patience!

-Coach Jon

Coach Natalie

@Westwise, I just wanted to let you all know that the escalation for this issue is still open and ongoing. We are awaiting a fix to be implemented by our service provider. We will continue to keep you all updated here!

Thank you all for your patience!

Coach Jon

Hello @Westwise,

I'm checking open escalations, and I just wanted to let you know the ticket for this issue is still open and being worked on. We will continue to post back here with any updates.

Thanks for your continued patience!