Fidelity Net Benefits Connection Update Problem - Retirement Accounts

I have been using Quicken Premier for 15 years, and it has been a valuable program for tracking all of my finances. I am using Windows 11, desktop version R64.29, Build 27.1.64.29. Here is a summary of my issue.

Last update: 9/16/25 at 7 am (successful)

9/20/25 I went in and did a one-step update. During the process, I received a notice that Fidelity had updated its direct connection, and I had to make a change to continue downloading transactions. I followed the process as instructed, and that is when the issues started.

• During the process, I activated my account, and it was successful. When I was directed back to Quicken, I was unable to link my retirement accounts. They were not in the drop-down. From what I could tell, it was only my brokerage accounts.
• I proceeded to add the new accounts in that process. I received a small volume of transactions, and the units and investments were fine. They needed average cost data. It did not look correct, so I deleted the accounts.
• I then attempted to add the accounts as new. This didn't work as expected either. All the transactions were settled; however, the historical running balance was negative, fluctuating over the 18 months and ultimately reaching zero on the current date.
  • I would have expected a one-time line item for the cash balance when the account was opened. That didn't occur.
  • This also messed up my historical net worth reports.

A simple transaction update that should have taken 30 seconds has now cost me more than an hour, and it is still unresolved. I would have expected this to be thoroughly tested and validated before pushing it to production. I am looking for suggestions on how to fix - call Quicken or Fidelity or both?