Is it me or is NetBenefits not allowing connections again.

robert.l.spaulding's Avatar


13 Apr, 2018 04:43 PM

No Moneydance
No Quicken
No Stockmarket Eye

They are playing ignorant.

  1. Support Staff 1 Posted by Tom Freeman on 13 Apr, 2018 10:17 PM

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    I have a net benefits account that can not connect, so I contacted their customer service. They said it is not on their end. I have notified our FI-connect specialist and he is looking in on it.

    Tom Freeman
    Infinite Kind Support

  2. 2 Posted by Matt on 14 Apr, 2018 01:06 AM

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    Also broken for me. Again.

  3. 3 Posted by Ian O on 14 Apr, 2018 10:33 AM

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    Hi Robert and Matt,

    Sorry to hear of the issue you have encountered when connecting with your bank in Moneydance. I've checked our connection information for Fidelity Netbenefits and it appears to be up to date, from testing the connection also looks to be working. Can you let me know what version of Moneydance you are using? You can check this within Moneydance by navigating to Help --> About Moneydance (Moneydance --> About Moneydance on a Mac).

    Can you both try re-creating your connection with your financial institution and see if that fixes the issue that you're seeing? You will need to disable your current connection to your bank and then recreate it using the New Connection button on the Online Banking Setup screen. To do so, you can follow these steps:

    1. Select your bank account in Moneydance

    2. Select the Online->Setup Online Banking button/menu

    3. Click the "Disable" button.  If you don't see a disable button, just close the setup window.

    4. Repeat the previous steps for any additional accounts at the same institution.
    5. Select the Online->Setup Online Banking button/menu (again)

    6. Click the "New Connection" button and select your bank and hit OK
    7. Continue with the setup process, entering your username/password

    Make sure you pick new connection, even though your bank is still one of the connection choices after you disable it. Choosing your bank from the list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    Please let me know if you continue to have connection problems after recreating your connection.

    Ian O
    Infinite Kind Support

  4. 4 Posted by robert.l.spauld... on 14 Apr, 2018 11:56 AM

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     Thanks for checking back. I believe you are good at IK. Looks like these connection are broken to Quicken/Moneydance/StockmarketEye software. I use all. Fidelity Netbenefits continues to deny there is an issue, after 4 hours on the phone yesterday I finally got someone to admit there is a known issue. I about lost my mind with the poor fellow.

    This has become a very frequent problem over there and I believe we are living in a world of technical incompetence. More than likely exacerbated by the bureaucracy in which we operate.

  5. 5 Posted by Doug H on 14 Apr, 2018 01:15 PM

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    OK.. Glad it is not me and others having the same problem with my 401K account from Net Benefits. My IRA's and other Fidelity accounts work fine..

    I'll keep trying but no huge deal.. It is strange that a big company like Fidelity would have these problems..

  6. 6 Posted by John on 14 Apr, 2018 05:08 PM

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    I am also on 1671 and about 3 days ago, Fidelity NetBenefits stopped working throwing off the error messages identified in earlier posts. I have another software program for my investment portfolios and it stopped downloading information about a month ago, and then about 3 days ago, threw off a different error message indicating invalid user signon. I talked to Fidelity NetBenefits on this topic and they basically said if it ain't Quicken we can't help you. Recently as I've researched this problem, it is becoming more evident that even Quicken is having problems. Perhaps Fidelity NetBenefits will offer some help now.

    Of course, I'll always accept the kind help from the MD team if a solution shows up. I had hopes that 1670 or 1671 would solve the problem (referenced in many other posts within the last 30 days), but I am on 1671, so looks like Fidelity has indeed changed their security protocols.

    I have tried PocketSense, set up the accounts, and tested the account and the direct OFX download threw off the error "Error signing on". I will try to remove the downloading information in MD and then re-enable downloads, but I do not believe this will result in success, as PocketSense says error, my portfolio program says error, and MD says error. No downloading happiness :(

  7. 7 Posted by webyan on 14 Apr, 2018 05:49 PM

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    I am also having trouble downloading from Fidelity NetBenefits starting this week.

    I get this error:

    Additional information from the server:
    Error occurred logging in

    Ian, I tried to disable and re setup the direct connect connection per your instructions but I still get the same error.

  8. 8 Posted by webyan on 14 Apr, 2018 05:51 PM

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    I forgot to mention I am running 2017.7.1 (1671)

  9. 9 Posted by josh.lawless on 14 Apr, 2018 07:21 PM

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    Same problem here on v 1671, two Fidelity Netbenefits accounts (mine & wife's), downloads stopped working. Tried disabling & repeating online setup per instructions, no joy.

  10. 10 Posted by Matt on 14 Apr, 2018 08:05 PM

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    Thanks Ian. v1670 here, still getting:

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

    Additional information from the server:
    Error occurred logging in."

    As others have mentioned, accessing normal (non-NetBenefits) Fidelity brokerage accounts still works, and I can log in via the NetBenefits web interface with the same credentials I use for Moneydance without issues.

    All evidence seems to point to a problem with Fidelity's NetBenefits direct connect system for OFX.

  11. 11 Posted by jlwoodard on 14 Apr, 2018 09:32 PM

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    I am having the same problem.

  12. 12 Posted by Ian O on 16 Apr, 2018 01:34 PM

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    Hi All,

    We have had a number of customers report this issue with the Fidelity Netbenefits connection. I've checked our connection information in Moneydance and it does appear up to date.

    As Robert has highlighted, from looking online it would seem Moneydance is not the only personal finance software encountering this issue with Fidelity Netbenefits. Customers have reported this to Fidelity and have been informed that they are aware of this situation and currently working on a fix. I'll continue to monitor the situation and will update Moneydance's connection information for Fidelity Netbenefits if required.

    Please accept my apologies for the inconvenience, I'll update you as soon as there is further information.

    Ian O
    Infinite Kind Support

  13. 13 Posted by webyan on 16 Apr, 2018 10:36 PM

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    Fidelity NetBenefits download worked for me today. Seems like they may have fixed their problem.

  14. Support Staff 14 Posted by Tom Freeman on 18 Apr, 2018 08:10 PM

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    I can confirm that Net Benefits connection works. If you are still having issues, try to recreate the connection as outlined in post 3 of this thread.

    Tom Freeman
    Infinite Kind Support

  15. 15 Posted by tskramer64 on 28 May, 2018 09:49 PM

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    Hi Ian,

    I'm still getting errors when attempting to download Fidelity NetBenefits transactions (my 401K account). Attached are the error message and Console Window files for your reference. Please advise as to resolution steps.


  16. 16 Posted by cgrinds on 28 May, 2018 11:21 PM

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    Same for me after following the steps in post #3. Made sure I selected a new connection. Same error. Like tskramer64, this was on a Mac.

  17. 17 Posted by Ian O on 29 May, 2018 09:26 AM

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    Sorry to hear some are still unable to connect successfully with their Fidelity Netbenefits
    accounts. For those still encountering difficulties connecting, can you please confirm the version of Moneydance you are using? I'll then split these into Private threads as troubleshooting may require the passage of potentially sensitive information.

    You can check the version in use within Moneydance by navigating to Help --> About Moneydance on a Windows system, and Moneydance --> About Moneydance on a Mac.

    Ian O
    Infinite Kind Support

  18. 18 Posted by cgrinds on 29 May, 2018 12:22 PM

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    2017.8 (1676)
    I posted a sanitized version of the logs with stacktrace here.

  19. 19 Posted by tskramer64 on 29 May, 2018 12:37 PM

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    Hi Ian,

    I am currently using MD version 1673, FYI.


  20. 20 Posted by John on 29 May, 2018 02:54 PM

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    For information purposes, I am still able to download from NetBenefits at Fidelity. I am using Windows 10, and MD ver 1671. From my discussions with Fidelity this did appear to be a change in their security login procedures. NetBenefits, from my experience, ALWAYS gets the tail end of these things rolling out. As well, the communications within Fidelity itself is poor to non-existent within the two groups and ESPECIALLY between the two groups. The NetBenefits side, even when you get to anybody with technical knowledge of the system and is not close minded about you asking questions about anything other than Quicken, generally still is clueless as to what Fidelity side is or has done, or when or if something is coming to NetBenefits side.

    I am always grateful for the great response from the MD support staff!

  21. 21 Posted by msumick on 29 May, 2018 07:42 PM

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    I am on 1675 and have had this issue continuously for about 2 months now. The instructions in post 3 make no difference, I continue to get a connection error.

  22. 22 Posted by cgrinds on 06 Jun, 2018 04:38 PM

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    Ian any update on this? This has existed for months and none of the recent checkins mention improvements. Is the problem understood and being worked or is the hope that Fidelity does something to fix it?


  23. Support Staff 23 Posted by Tom Freeman on 20 Jun, 2018 08:48 PM

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    I want to check in if the issue with Netbenefits are resolved.

    With build 1684 I was able to connect and download from Fidelity netbenefits.

    Tom Freeman
    Infinite Kind Support

  24. 24 Posted by msumick on 20 Jun, 2018 09:07 PM

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    Nope, still broke for me. Same error.

  25. Support Staff 25 Posted by Tom Freeman on 20 Jun, 2018 09:19 PM

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    Are you on a MAC

    Tom Freeman
    Infinite Kind Support

  26. 26 Posted by msumick on 20 Jun, 2018 09:26 PM

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    Windows 10, most current version

  27. Support Staff 27 Posted by Tom Freeman on 20 Jun, 2018 09:34 PM

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    Try creating a new data file with a new investment account and setting up online banking with net benefits. This show us if there is a corruption in your data file that is not allowing the connection.

    I am using win10 and build 1684 and was able to connect to netbenefits.

    If you are unable to connect to netbenefits, then go to help >console window and use the copy to clip board option to cut and paste the contents to a word app and attach to this thread please.

    Tom Freeman
    Infinite Kind Support

  28. 28 Posted by cgrinds on 20 Jun, 2018 09:39 PM

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    I posted logs files back in comment #18. Did anyone look at them? I'm on a Mac and still see the same problem....

  29. 29 Posted by tskramer64 on 21 Jun, 2018 01:47 AM

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    Running High Sierra, V10.13.5

    Downloaded build 1684, followed instructions per post #3 verbatim, still getting "A communication or parsing error occurred. This could be the result of a network problem, a proxy error, or misconfigured server.
    Error Description: HTTP Error:400 Bad Request" error.

  30. 30 Posted by tskramer64 on 21 Jun, 2018 02:03 AM

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    Tom Freeman,

    Attached console window file per your request...

    FYI, NetBenefits download non-functional since last successful download on 3-Apr-2018.

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