Newport Group no longer connecting - FDP-105 error (edited)

tragicview

Just like that, Simplifi stopped connecting to Newport Group, and for a week now I've tried three times/day to try to reconnect. Also reset p/w and that didn't work either.

Might it be that the link Simplifi uses to connect is: https://secure.newportgroup.com

When the one that logs me in separately is: https://secure.newportgroup.com/login/participant.aspx

Coach Jon

Hello @tragicview,

Thanks for reaching out! To help verify your situation, have you tried the other Newport Group instances available in Quicken Simplifi? After checking on my side, I see that there are a few available.

Let us know!

-Coach Jon

tragicview

That didn't work either. This is strange, as I can log in to it directly, but can't connect here…? Also, just this morning, another account HSA bank, decided to all of a sudden disconnect too. When I tried to reconnect it, I get the message that I already have that account in Simplifi, but then when I go to my accounts it says my account is disconnected, just like Newport Group. What is frustrating is that these accounts connected first time I used Simplifi, and populated every time I logged in to Simplifi, but in the last two weeks these two accounts just decided to disconnect on their own and now will not reconnect.

Coach Jon

Hello @tragicview,

Thanks for the reply. You will want to create a separate post for the HSA bank issue, so we can keep this topic focused on Newport Group itself. For Newport Group, I am seeing that you are getting an FDP-103 error on our side. Typically, you will receive error code: 103 when invalid credentials for the bank you are trying to connect with have been entered. To verify this, you will want to follow the below steps:

• Verify the bank selected is the correct instance.
  • You may see several different instances of your bank that you can add in the Add Account screen. Check to see if you’re using the correct one.
• Verify that your login information is correct.
  • Type your password/PIN into a text application to ensure you don’t have any typographical errors. Then, copy and paste your login information into Quicken Simplifi to ensure accuracy.
• Verify your login at the bank’s website – Try to sign in to your bank’s website using the same login credentials to ensure you've not locked yourself out of the account and that the credentials are still valid.
• Check for an app-specific password – Some banks require users to use a specific app password when connecting to a third party. Check with your bank to see if you need to use an app-specific password.
• Update your credentials – Try temporarily updating your password at your bank's website and then try again to connect to Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.

Thanks,

Coach Jon

tragicview

Thanks Jon…I have tried all those things already. I know it is connecting to the Newport website because I have MFA set up and each time I try to log in I receive a 6 digit code to enter. I enter the code but do not connect to the website and get the error message.

Regarding the correct instance, Simplifi has two to choose from and both say the exact same thing: https://secure.newportgroup.com

But that takes you to a page where one must select "particpant login" (vs. "administrator login, etc.") and that reads: https://secure.newportgroup.com/login/participant.aspx

That is the one that I use to log into Newport Group and works every time.

Cheers,

Tim

Coach Kristina

Thank you for your reply,

Please keep in mind that the URL (web address) that shows on the Add Account screen is typically for the financial institution's homepage or customer service page and isn't the same as the login URL we use to connect. When I check our FIDIR (list of supported financial institutions), the login URL we are using does match the one you provided above.

Did the error message you see when you attempt to connect change at all? When I check on our end, I noticed the error code shifted from FDP-103 (invalid login credentials) to FDP-105 (unable to connect at this time; usually a temporary issue). The troubleshooting for the FDP-105, since it is usually a temporary issue, is to wait 48 hours and try again. I'd recommend attempting to connect again tomorrow, and if the issue persists, please let us know what error you're seeing.

Please let us know how it goes!

tragicview

Thanks Kristina…still not connecting and I am indeed getting the FDP-105 error message. I'll keep trying; seems like we've exhausted all other options at this point. I can log in to Newport directly, so it's not the end of the world.

Coach Jon

Hello @tragicview,

Thanks for the response. A fresh connection may be beneficial here. What you may try doing is to make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts. Let us know how that goes!

Thanks,

Coach Jon

tragicview

Thanks Jon, I think I messed this up. The first two steps worked fine, and indeed added the account back into Simplifi, but when I took the third step of linking, I could not find anything close to the illustrations in the "How to link an account." So, unfortunately, I deleted the now manual account thinking that was the solution, since I saw the account listed in my dashboard. Now I'm back to square 1 except now there is no longer a line item for the account in the dashboard, and, I get the same "105" error message that I've been getting for a month now.

Any advice for this blunder?

Coach Jon

Hello @tragicview,

Thanks for the reply. To clarify, were you able to add the account into Quicken Simplifi, and just had a problem with linking? And does the account still exist in Quicken Simplifi, or is it now deleted and you are trying to add it back as a new account? Additionally, could you provide a screenshot of the error you receive as well?

Thanks,

Coach Jon

tragicview

Thanks for the quick reply Jon! Scenario is the latter; deleted and trying to add it back as a new account. Here's the error message:

We are unable to connect to Newport Group at this time. Please try again later.
Care Code: FDP-105

Coach Jon

Hello @tragicview,

Thanks for the information. I have gone ahead and escalated this issue for you and will be sure to post updates here when I receive further information on the status going forward.

Thanks,

Coach Jon

 EWC - 11277342

tragicview

Thanks for all your help Jon.

Coach Jon

Hello @tragicview,

Thanks for your patience. We have an update on this issue from our service provider. They have stated "We have implemented a solution to resolve the 105 error and currently we can see that the credentials the customer used to connect to the provider are invalid. Please ask the customer to ensure that the username and password they enter in the product completely match the username and password they enter on the provider's website. Once credentials are updated, please instruct the customer to refresh the account to determine if the issue is resolved."

I would suggest updating your credentials at this time and then try connecting again to the FI as the service provider stated. Let us know how that goes!

-Coach Jon

Coach Jon

Hello @tragicview,

I am just reaching out again to verify if you had any luck with the previous steps given in my last reply. Let us know how that goes for you!

Thanks,

Coach Jon

Coach Jon

Hello @tragicview,

I am following up to let you know I saw that you are now receiving an FDP-102 error on our side. We do have an alert up in the community for this issue and you can follow the alert for updates. We will be sure to post there as we receive new information.

https://community.simplifimoney.com/discussion/10289/new-9-25-24-newport-group-returns-a-102-error

Thanks,

Coach Jon

tragicview

Thanks for the updates you guys; much appreciated!