TD Bank "upgraded" their website and I can no longer download transactions

Paulette's Avatar

Paulette

23 Aug, 2009 10:34 PM

Hello there, thanks in advance for the help.

I have a bank account with TD Bank (until very recently they were called TD Banknorth, but they just changed their name) and they recently upgraded their website to go along with this name change, and Moneydance no longer downloads transactions.

When I try, it doesn't even get to the point where it prompts for a password. I get this error message almost immediately after hitting the shortcut to download transactions:
"There was an error communicating with your financial institution. The details of this error are below. A communication or parsing error occurred. This could be the result of a network problem, a proxy error, or misconfigured server. Error description: java.io.IOException: unexpected end of message while reading headers."

This account was working just fine before the "upgrade" and I have changed nothing. Any help would be appreciated.

  1. 1 Posted by bperboy on 24 Aug, 2009 02:59 PM

    bperboy's Avatar

    Paulette, I am a Capital One customer, and they are also 'upgrading' their services. Please try disabling all the online services for the account, and then reenable them, using the new TD Bank name.

  2. 2 Posted by diamantopoulos1... on 26 Aug, 2009 04:28 PM

    diamantopoulos12's Avatar

    This was resolved a few weeks ago in the latest preview (I think its the same problem anyway).

    Here is the response I received:


    We have a solution for TD Banknorth that is implemented in the latest preview (641) of Moneydance. Please find it here: http://moneydance.com/preview/

    Be sure to set up a new online banking connection for "TD Banknorth". Do not use the one with the "NA".

    Regards,

    Brian Adler

    Moneydance Support


    Hopefully that helps.

    -Chad

  3. 3 Posted by Jessica Little on 26 Aug, 2009 05:26 PM

    Jessica Little's Avatar

    Hi Paulette,

    The latest preview (641) should resolve your issue with TD Bank. Please try upgrading to the preview and let us know if you still have problems.

    Jessica Little
    Moneydance Support

  4. 4 Posted by Paulette on 26 Aug, 2009 11:06 PM

    Paulette's Avatar

    Thanks for the suggestions. I downloaded 641 and tried to set up a new connection with "TD Banknorth" (without the NA) as instructed. However, when I select that from the list of institutions, and click ok, the program automatically changes my selection in the following window to "TD Bank-Online Banking" which is a previously existing connection I tried to set up when my login first stopped working a few weeks ago.

    I believe I saw another issue on this board where a fellow was having the same problem. Any way I can delete this existing TD Bank-Online Banking connection completely? Presumably then I could select "TD Banknorth" without it flipping automatically back to this.

    I did confirm (About->Moneydance) that I am using 641.

  5. 5 Posted by Jessica Little on 28 Aug, 2009 03:43 PM

    Jessica Little's Avatar

    Hi Paulette,

    I believe that, post upgrade, you should be using the "TD Bank - Online Banking" option and not the TD Banknorth option. They actually both use the same connection information but Banknorth is the old name, which is why it automatically switches to the new one.

    You can delete your current connection information by going to the Online->Setup Online Banking button/menu and clicking "Disable". You should also do the same for Online->Setup Online Bill Payment. This will disconnect the account from the online service. Then you just need to do the Online->Setup Online Banking button again and make sure to click the "New Connection" button to get the most up to date info.

    Let me know if this helps.

    Jessica Little
    Moneydance Support

  6. 6 Posted by Paulette on 29 Aug, 2009 12:12 AM

    Paulette's Avatar

    Thanks for the suggestion. Unfortunately, I already tried that (disabling and then making a new connection). I actually came to the same conclusion (that TD Bank-Online was the new post-upgrade version) which is why I tried setting that connection up when my original one failed.

    When I enter my login info (username and password) into the TD Bank-Online connection setup, however, I get a message that it's not a valid user ID/password. I know the username and password are correct because they worked in my old Moneydance setup and I can use them to log on to the TD Bank website directly.

    Any idea why the TD Bank-Online setup isn't working?

  7. 7 Posted by Jessica Little on 29 Aug, 2009 11:44 AM

    Jessica Little's Avatar

    Hi Paulette,

    I'm at a loss as to why your connection isn't working. I know we had some problems with TD when they did their upgrade. Perhaps you've hit a problem we didn't know about. I'll ask some of the other support people to look at this ticket and see if any of them has any ideas. Maybe more heads thinking about it will help.

    Sorry for the inconvenience. Hopefully we can get your connection fixed soon.

    Jessica Little
    Moneydance Support

  8. 8 Posted by Brian Adler on 29 Aug, 2009 01:56 PM

    Brian Adler's Avatar

    Paulette,

    Can you clarify for me which of the following websites you use to connect to your bank?

    http://www.tdbanknorth.com/

    OR

    http://www.tdbank.com/

    I have been under the impression that they are the same bank. Is that not true?

    Our current connection information does work for customers of TD Banknorth (without the NA) as long as they are using our most recent preview build of 641 (if you are a TD Banknorth customer you should be using that bank name when you set up the new connection even though the name reverts to TD Online Banking in Moneydance). It works whether it is being called TD Online Banking or TD Banknorth. But it only works for TD Banknorth customers. Is that your bank or is TD Bank actually a different bank?

    If they are in fact one bank, then you should be using TD Banknorth to connect, and our information is correct and we need to verify that your account is enabled for DIrect Connect and that your login information is correct (it sometimes differs from login information used to connect on the website).

    But if they are instead two banks, then you should be using TD Bank to connect, and we may need to check our connection information (so that attempts to connect to TD Bank don't inadvertently connect to TD Banknorth).

    Sincerely,

    Brian Adler

  9. 9 Posted by Paulette on 29 Aug, 2009 02:35 PM

    Paulette's Avatar

    This is my bank login page:

    https://onlinebanking.tdbank.com/

    When I use the links you provided above, the first one works (redirects to my page above, when I select log in, and lets me log in just fine with my userinfo and password) but the second, when I click log in, redirects to https://online.tdbank.com. If I try to log in there, it tells me I have the wrong User ID and password.

    TD Bank and TD BankNorth are the same bank, or at least the same corporate entity. TD BankNorth was the old name (here in New England) and now it's called TD Bank. But it would seem they have multiple online banking websites which don't all share the same userbase. Perhaps they haven't fully integrated their websites for different regions despite their name merge.

    According to what you said above, since I am a "TD Banknorth" customer (i.e. I can use the first link above, but not the second, even though they now call themselves TD Bank on all my statements etc.), I should be able to set up an account using TD BankNorth (without the NA) and it should log in despite the name reverting to TD Online Banking in Moneydance. Unfortunately that is not correct. When I set up a new account using TD Banknorth, and it reverts to TD Online Banking, I get an error message that I am using the wrong username and password. I am using build 641.

    Note that if I try to set up an new connection with TD Online Banking directly, it says the same thing (incorrect username and password).

    I think what's happening is that when TD Banknorth reverts in Moneydance to TD Online Banking it's because it's treating it at one and the same, and trying to log in to the second of your two websites above which, as we already established, is not the correct one for me. So maybe Moneydance is treating them as being totally merged while TD Banknorth legacy customers still seem to have to use a different login site.

    I can verify that my account is enabled for Direct Connect and that I am using the correct login information, because up until the website relaunch it was working fine in Moneydance. I spoke with the people at my bank and they say none of the login information has changed.

  10. 10 Posted by Jessica Little on 07 Sep, 2009 12:32 PM

    Jessica Little's Avatar

    Hi Paulette,

    I'm sorry for the delayed response. It's been a crazy week!

    Can you try manually setting up a connection to TD Banknorth? That will help use verify that they're definitely not yet the same bank. To set up a connection manually, click the Manual Setup button instead of the New Connection button when you go to set up your connection. Moneydance will ask you for the following information:

    Name: TD Banknorth
    OFX Institution Org: CommerceBank
    OFX Institution ID: 1001
    OFX Connection URL: https://ofx.tdbank.com/scripts/serverext.dll

    After you input that information, TD Banknorth should appear as you selected bank. Try connecting then and see if it works.

    Thanks for your patience, and I hope this helps.

    Jessica Little
    Moneydance Support

  11. 11 Posted by Paulette Jenner on 07 Sep, 2009 01:09 PM

    Paulette Jenner's Avatar

    Thanks for the response. I just tried this. I enter in the manual information but when I get back to the screen that displays the chosen bank, it displays "TD Banknorth" (as it should) for only half a second before automatically flipping back to "TD Bank-Online Banking." This automatic flipping to the other bank is the same thing that happens when I choose TD Banknorth from the drop down menu. Apparently entering in the information manually leads to the same result.

    I am sorry I don't have better news to report. Perhaps we can reset the info somehow so that it doesn't know that the TD Bank - Online entry exists? It's as though MoneyDance is treating TD Banknorth as an alias for it and won't accept using what it sees as an older name for the same thing. But as we know from my ability to log on to one TD Banking regional site and not another, they're not the same.

    I am willing to try whatever else is needed. Just let me know. I can take screenshots or even a screen cast of what I do, if it helps. I am dying to get this fixed.

  12. 12 Posted by Jessica Little on 07 Sep, 2009 01:44 PM

    Jessica Little's Avatar

    Hi Paulette,

    I've emailed our head developer to see if he can turn off the automatic switching on our end or if he has any other suggestions. I'll let you know what he says. Hopefully we can get you up an running soon!

    Jessica Little
    Moneydance Support

  13. 13 Posted by Jessica Little on 09 Sep, 2009 02:35 PM

    Jessica Little's Avatar

    Hi again,

    Would you be willing to try a couple experiments? This might help us get to the root of the problem.

    First, start a new, empty Moneydance file. You can do this by choosing the "New..." option from the File menu. In this new file, try to set up a connection to TD Banknorth. Don't touch TD Bank at all. Does the connection work in the new file?

    Second, go back to your original .md file and try to set up a connection to TD Banknorth again. Proceed with the setup, even if it switches to TD Bank again. Does the connection now work in the old file?

    Hopefully this will shed some light on the problem.

    Also, another of our customers reported that they spoke with TD Bank and were told that the bank had not yet finished integrating all of their customer login databases. This integration is supposed to be completed on 9/28, at which point all of this should be straightened out. Hopefully we can get this working for you before then, but at least we know they're working on it from their side as well.

    Jessica Little
    Moneydance Support

  14. 14 Posted by Keith on 09 Sep, 2009 10:11 PM

    Keith's Avatar

    Apologies for jumping into this thread, when i have my own with a similar problem. I suspect i may be the other customer to whom you refer.

    I created a new Moneydance file, which i'll call HUB, i setup online banking for the default checking account for TD Banknorth with my HUB credentials -- it worked! I tried downloading activity and it was accurate. Within this same Moneydance file, i created a new checking account, tried to setup online banking for TD Bank - Online Banking (it switched to TD Banknorth) with my Commerce credentials -- it failed:

    The given customer ID or PIN is not valid. For more information, contact your financial institution.

    Additional information from the server: The user cannot signon because of invalid user ID or password.

    Since i think i see where you might be going with this, i created a second Moneydance file, which i'll call Commerce, following the same procedure as above, but creating the Commerce account/online connection (TD Bank - Online Banking) first, which worked, then creating the HUB account/online connection, which failed as above. This time, when i selected TD Banknorth for the HUB account, it switched to TD Bank - Online Banking.

    Another potential point of interest is that in both cases, the second account defaults to the first account's userid during setup. I manually change userids and enter the appropriate password, but it fails as i described above.

    It seems that whichever TD is established first in a new Moneydance file works, while the second 'flavor' of TD fails.

    After i reread your post, i created a third Moneydance file, setup online banking for TD Banknorth, HUB creds, etc, success. THEN i returned to my real file and tried to set up online banking for my HUB account, selecting TD Banknorth, ignoring the switch back to TD Bank. Regrettably, it failed as above.

    Hope this helps narrow down the problem. If you'd ilke me to run other tests, please let me know.

  15. 15 Posted by Jessica Little on 10 Sep, 2009 08:54 PM

    Jessica Little's Avatar

    Thanks for the information Keith. That does indeed help narrow done the problems. What's happening is that Moneydance uses the FI ORG and ID as primary keys to tell banks apart in its database. Unfortunately, TD Bank and Banknorth are using the same ORG and ID even though they are (right now) different banks, which is confusing Moneydance. Once you've connected to both, it defaults to using the newest information, which is that of TD Bank.

    Sean (our head developer) is working on fixing this problem for Moneydance 2010. We'll start using an internal ID number, to make sure that this doesn't happen again in the future. Also, everything should start working again once TD Bank finishes integrating their systems at the end of the month. However, we unfortunately don't have a workaround for right now. You'll need to manually download transactions until the end of the month.

    Sorry for the inconvenience, and thanks for working with me to at least figure out what's going on. At least everything should work again once they've integrated their systems.

    Jessica Little
    Moneydance Support

  16. 16 Posted by Keith on 11 Sep, 2009 12:28 AM

    Keith's Avatar

    Ah, the perils of using a compound PK. I understand the problem. Glad i could help!

    I'm glad to hear that this will be resolved when TD gets their houses in order. Will there be a Moneydance update required or will things suddenly start working?

    Thanks again for your support on this rather tricky issue!

  17. 17 Posted by Jessica Little on 11 Sep, 2009 01:31 PM

    Jessica Little's Avatar

    Hi Keith,

    You shouldn't need to update Moneydance once they finish their updating. We'll need to check to make sure that we have the correct information when the dust settles, but it should just work for you again.

    Jessica Little
    Moneydance Support

  18. 18 Posted by Keith on 30 Sep, 2009 10:23 PM

    Keith's Avatar

    I can now connect to TD and directly download data for my accounts. In an interesting twist, TD's web site is showing incomplete/old information, along with an apology from TD.

    Many thanks again for your help!

  19. 19 Posted by Jessica Little on 03 Oct, 2009 01:00 PM

    Jessica Little's Avatar

    Keith,

    Thanks for the update. I'm glad to hear it's working again for you.

    Thanks for your help in troubleshooting this, and thanks for using Moneydance!

    Jessica Little
    Moneydance Support

  20. Raimund Buchholz closed this discussion on 27 Jan, 2010 11:30 AM.

Comments are currently closed for this discussion. You can start a new one.

Keyboard shortcuts

Generic

? Show this help
ESC Blurs the current field

Comment Form

r Focus the comment reply box
^ + ↩ Submit the comment

You can use Command ⌘ instead of Control ^ on Mac