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Intuit

Fix OL and OLSU Bank Feeds errors in QuickBooks Desktop

Common QuickBooks Desktop online banking setup and connection errors include: OLSU-1011, OLSU-1013, OLSU-1014, OLSU-1016, OL-202, OL-203, OL-205, OL-206, OL-209, OL-221, OL-231, OL-232 and OL-249. OL-301, OL-332, OL-334, OL-392 and OL-393.

What causes these errors

These errors may be caused by one of the following:

  • A problem at your bank (sometimes referred to as your financial institution or FI).
    • There may be critical alerts that need to be acknowledged after logging into Online Banking directly on the banks website
    • They may have made changes to their service offerings, Web Connect or Direct Connect.
    • They may have made changes to their name (bank merger) that require you to refresh it in QuickBooks.
    • You may have an Inactive Bank Account enabled for Online Banking in QuickBooks.
    • Their servers may be down.
  • A problem with your Internet connection.
  • A problem with one or more accounts in your company file.
  • A problem with the download or import format.
  • A discontinued version of Windows or QuickBooks Desktop.

Start here:

Identity Confirmation Request

Most banks require identity confirmation prior to accessing data from PFM (Personal Financial Management) software. To satisfy the bank security requirement, log in to your account outside of QuickBooks Desktop and check your Message Center or Notifications inbox for details. If needed, contact your bank directly for instructions.

This may be needed after installing a new version of QuickBooks or an update to your current version.

Are you currently connected to the Internet?

Are you on a supported version of QuickBooks Desktop and Internet Explorer?

Are you on the latest release for your QuickBooks Desktop application?

Have you ever performed a successful download of transactions from your bank to this QuickBooks Desktop company file?

  • No: Please contact your bank to verify your account information and that the bank is not experiencing any outages before proceeding with troubleshooting your issue.
  • Yes: Continue.

Are you able to log in to your account outside of QuickBooks Desktop through the website?

  • No: Please contact your bank to verify your account information and that the bank is not experiencing any outages before proceeding with troubleshooting your issue.
  • Yes: Review the Bank Feeds log files (Connlog.txt file) to check for connection failure messages and address them with your bank. (Scroll to the bottom for the most current information).

Do you get the same results in Classic (Register) view? (applies to US only)

Classic (Register) mode can be more forgiving in regards to the OFX formatting standards banks are required to use for statement download or import.

  • As a test, Switch to Classic (Register) mode and attempt the import or download again.
    1. From the Edit menu, select Preferences.
    2. Select Checking from the left menu then click the Company Preferences tab.
    3. In the Bank Feeds section, selec the Classic Mode (Register Mode) radio button.
    4. Click OK.
  • Yes: Continue to troubleshooting Step 1 below.

Steps to resolve issues when downloading or importing transactions

We recommend you perform these steps in the order listed, retrying your download after each before moving on to the next step.

Step 1: Enable TLS 1.2 Security Protocol if available

Use the following steps to enable TLS 1.2 in the latest version of Internet Explorer.

  1. Open Internet Explorer 11 and make sure you have the latest version installed.
  2. Click the gear icon on the upper right section of Internet Explorer.
  3. Go to Internet Options > Advanced Tab.
  4. Scroll down to the Security section.
  5. Uncheck the USE TLS 1.0 and put a check in USE TLS 1.2.
  6. Click Apply and then OK.
  7. Close all open programs.
  8. Restart computer.

If you receive the same error message: Please continue to Step 2.

Step 2: Create a new test company file

This process helps determine if the issue originates with your bank or their servers.

  1. From the QuickBooks File menu, select New Company > Express Start.
  2. In the newly created test company, add the bank account which was experiencing issues and set up the account for Bank Feeds.
  3. Download Bank Feed transactions to test the account.

If you receive the same error message: This typically indicates that there is a problem at your bank. Proceed to Step 6.

If you do NOT receive any error message: This indicates that the problem is not with your bank. Please continue to Step 3.

Step 3: Run account setup with the Ctrl key suppressed

These steps can help you recover from an incomplete or unsuccessful connection with your bank by bypassing the previous failed connection.

Activated: Lightning bolt displays on the Chart of Accounts

  1. Back up the QuickBooks company file.
  2. Check for Inactive Accounts in your QuickBooks file that still have the Lightning Bolt:
    1. Go to Company > Chart of Accounts.
    2. In the Chart of Accounts, put a check mark on the Include Inactive box then look for an inactive account that still has the lightning bolt.
    3. Right-click the account and select Edit Account.
    4. Go to the Bank Feed Settings tab and click the Deactivate All Online Services radio button.
    5. Click Save & Close.
    6. Verify the Lightning Bolt is gone.
    7. Close your company file then reopen it.
    8. Run the Bank Feeds setup again and download transactions. If you still get an error, move to the next step.
  3. Deactivate the account for online services.
    1. Go to Company > Chart of Accounts.
    2. In the Chart of Accounts, right-click the account and select Edit Account.
    3. Go to the Bank Feed Settings tab and click the Deactivate All Online Services radio button.
    4. Click Save & Close.
    5. Close your company file then reopen it.
  4. Run the Bank Feeds setup again and press and hold the Ctrl key each time you click any command. Refer to set up account for Bank Feeds for instructions on setting up the account.
  5. The Ctrl should be held throughout this process unless you are entering information:
    1. Go to Banking > Bank Feeds > Bank Feeds Center.
    2. In the Bank Feeds Center, press the Ctrl key while you click Send/Receive and hold until the PIN screen appears.
    3. Press the Ctrl key while you click OK after entering your PIN. Continue to hold the Ctrl key until you see the message that transactions have been downloaded.

If you do NOT receive an error message: This indicates that you have overcome a slight glitch in the Internet connection with your bank. Your transactions have downloaded and you can stop the troubleshooting process.

If you receive the same error message: This indicates that the problem cannot be bypassed or corrected using this method. Please continue to Step 4.

 

Not Activated: No lightning bolt or Bank Feed Settings tab on the account.

  1. Back up the QuickBooks company file.
  2. Run Online Banking setup again and press and hold the Ctrl key each time you click any command.
  3. Choose Banking > Bank Feeds > Bank Feeds Center.
  4. In the Bank Feeds Center, press the Ctrl key while you click Send/Receive and hold until the PIN screen appears.
  5. The Ctrl should be held throughout this process unless you are entering information:
    1. Go to Banking > Bank Feeds > Bank Feeds Center.
    2. In the Bank Feeds Center, press the Ctrl key while you click Send/Receive and hold until the PIN screen appears.
    3. Press the Ctrl key while you click OK after entering your PIN. Continue to hold the Ctrl key until you see the message that transactions have been downloaded.

If you do NOT receive an error message: This indicates that you have overcome a slight glitch in the Internet connection with your bank. Your transactions have downloaded and you can stop the troubleshooting process.

If you receive the same error message: This indicates that the problem cannot be bypassed or corrected using this method. Please continue to Step 4.

Step 4: Create a new account, then merge the accounts

In some cases, there can be a problem with the account you are setting up or downloading transactions to. These steps help determine if the issue originates with that account.

Before you perform the following steps, you must clear any pending transactions. This includes matching any previously downloaded transactions that have not been matched.

  1. Go to Chart of Accounts, right-click the problem account, then select Edit Account.
  2. Highlight the Account Name, then click Copy.
  3. At the end of the account name, enter an asterisk (*).
  4. Go to the Bank Feed Settings tab then click the Deactivate All Online Services radio button.
  5. Select Save & Close.
  6. Go to the Chart of Accounts and create a new account.
  7. Paste the Account name without the asterisk (*).
  8. Close and reopen the company file.
  9. Go to Chart of Accounts, right-click the account with the asterisk, then select Edit Account.
  10. Remove the asterisk and select Save & Close.
  11. Click Yes when prompted by the Merge warning dialog box.
  12. Set up account for Bank Feeds.
  13. Download transactions to the new merged account.

Important: An inability to edit or merge an account may indicate damage in your data file. Contact QuickBooks Technical Support for further assistance. Data Services fees may apply. See QuickBooks Data Services Frequently Asked Questions.

If you do NOT receive an error message: This indicates that you have fixed the issue with the account. Your transactions have downloaded and you can stop the troubleshooting process.

If you receive the same error message: This indicates that the problem did not originate with this account. If you have more than one account set up for online banking, continue to Step 5.

Step 5: Deactivate ALL accounts with online services

If you have multiple accounts set up for online banking services, these steps help determine if the issue originates with one of the other accounts in your company file. In some cases, if you have just one account with an issue that prevents it from connecting to the bank, this can prevent all of your online accounts from working.

Note: This process can take some time if you have several accounts set up for online banking.

  1. In the Chart of Accounts, at the bottom of the window, select the Include inactive checkbox.
  2. Deactivate Bank Feeds for an inactive account
  3. Close and re-open the file.
  4. Set up each account for Bank Feeds.

If you are unable to deactivate Bank Feed Settings for any account, contact QuickBooks Technical Support as this can be an indication of data damage.

If the troubleshooting steps above did not resolve, proceed to Step 6.

Step 6: Contact your bank

Banks have a support channel: All U.S. and Canadian financial institutions that currently support QuickBooks Online Banking have an escalation path to the Online Connectivity Group at Intuit via https://fi.intuit.com/.

  • Collect Bank Feeds log files before contacting the bank. The Connlog file helps pinpoint the origin of the connection failure or error.
  • Since QuickBooks' role in Online Banking is that of an access point, the majority of OL and OLSU errors received will need to be resolved through the bank.
  • For proper assistance when contacting your bank, ask to be transferred to a bank representative familiar with QuickBooks Desktop Bank Feeds and account activation.
  • Have the agent verify your account(s) are activated for the services you require for QuickBooks Desktop (not Quicken).
  • If the issue remains unresolved, ask the bank representative to escalate the case via  https://fi.intuit.com/ for resolution. Take note of your case/ticket #.