Online Error dialog box
This morning I had trouble connecting to my financial institution (I think the error is on their end). I noticed that the Online Error dialog does not wrap text, requiring the user to scroll to read the full text. It would be better if the error text wrapped. I've included the specific error text below.
There was an error communicating with your financial institution. The details of this error are below.
Bank Name: ###
Account: ###
Account Number: ###
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: HTTP Error:500 Internal
Server Error
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1 Posted by robert.l.spauld... on Sep 29, 2012 @ 01:10 PM
I'm getting the same thing from my bank. I'm working with them to try and get an answer. I've seen this quite regularly in the past. Especially nights and weekends. If I get an answer I'll update this post.
I wish the error could be better diagnosed from the message. My end of theirs? Several other institutions withing my data file are still connecting, so I'm thinking must be theirs.
2 Posted by quarterboats on Sep 29, 2012 @ 03:06 PM
In the past when I've seen this error, my bank has advertised that it would be offline for maintenance. So we know it happens (at least) under those circumstances.
3 Posted by Jessica Little on Sep 30, 2012 @ 04:56 PM
What banks are you all trying to connect to? I can check form our end to try and figure out if it's something we can fix from our end.
Jessica Little
Moneydance Support
4 Posted by robert.l.spauld... on Sep 30, 2012 @ 06:46 PM
USAA FSB, has/does work fine 99 percent of the time, but sometimes connections fail for several days. I've contacted USAA on this multiple times, and magically things usually start working again in about an hour. I agree that they may have the web connect/direct connect portion of their site down for maintenance, but there is never a message or post stating such in Moneydance or on their website. This problem is compounded for me because I have 5 accounts at USAA and have to wade through an error message for each one of them every time this happens. Perhaps Moneydance could more gracefully handle the situation, with only a status bar update and try again in 24 hours, or just a visible timestamp indicating last successful connection.
5 Posted by Jessica Little on Sep 30, 2012 @ 07:07 PM
USAA did have an outage for a few hours this weekend. Unfortunately, most of the time we find out about connection outages after they have already been resolved by the bank, so it's not something we can generally keep track of on our website. Your best bet it usually to call the bank first to see if they are having any problems.
Jessica Little
Moneydance Support
6 Posted by quarterboats on Sep 30, 2012 @ 07:20 PM
The issue I had was with USAA. I would like to echo Robert's suggestion to consolidate multiple error reports (listing individual accounts) into one.
As an aside, has anyone noticed that a Command-D (as opposed to Command-Shift-D) sometimes tries to download all accounts? I've seen this a couple times with MD2012, but have not been able to reproduce yet. But it definitely happened twice. I know this because I usually press the keys to download all accounts, but during the USAA outage I was specifically trying to download only one account in order to avoid the multiple error dialogs - and got error dialogs for all my USAA accounts. Maybe it has something to do with the error.
7 Posted by Jessica Little on Sep 30, 2012 @ 07:37 PM
Thanks for the suggestion. I have created a ticket for this issue. The ticket is attached to this discussion. By posting in this discussion your interest in the ticket has been registered. This is equivalent to voting for it. We'll let you know about any progress on the issue.
Regarding download all behavior, I haven't been able to duplicate it on my computer. Are you able to make it happen reliably, or does it seem to be random?
Jessica Little
Moneydance Support
8 Posted by robert.l.spauld... on Oct 01, 2012 @ 09:00 PM
Jessica,
With whom did you speak at USAA? My original inquiry into this issue was replied to with a generic response about using their website and which browsers are supported. I did reply with the following, but doubt it will reach the intended audience.
I'm pretty sure that you did not read my original message in it's entirety.
I did state that this is a problem with an external application, connecting and downloading my financial transactions.
Please escalate this issue to your IT folks, the generic pre formatted response to my original message is not in any way helpful in getting this issue resolved.
Thank You
Is the HTTP Error:500 Internal Server Error message coming from USAA or from Moneydance? If USAA perhaps you could use your contacts to encourage a more human readable response. You may find my response to USAA harsh, but I've been dealing with this issue and them for some time with no satisfactory resolution or explanation.
Thanks
9 Posted by Jessica Little on Oct 02, 2012 @ 12:51 PM
Hi Robert,
I did not contact anyone at USAA. I was aware the site was down due to reports in the forums like this one. Also, while the 500 error does come from USAA, I'm not sure they can change the response on their end. That error covers a number of problems, so it would be difficult to simplify it into something less technical.
I believe USAA does regular maintenance on their direct connect server on the weekends. I'm not sure about the exact times, but a technical person there might be able to give you more information. Most bank direct connect servers have some weekend down time each week. I'm not sure of the technical details on why it's necessary, but it's certainly not uncommon.
Jessica Little
Moneydance Support
10 Posted by robert.l.spauld... on Oct 02, 2012 @ 01:02 PM
USAA most recent response to my inquiry.
Thank you for your message. We apologize for the confusion. External sites, such as MoneyDance, that access your USAA account information are not supported by us, so we are unable to provide assistance with problems encountered. We recommend you contact the external Web site customer support area directly.
We value your business and the opportunity to serve all your financial needs.
Thank you,
Matthew Drake
USAA
11 Posted by Jessica Little on Oct 02, 2012 @ 01:55 PM
Hm. It sounds like they think that we do screen scraping instead of direct OFX connections. Someone in their technical department would probably know the difference, but they might be hard to get in contact with.
Jessica Little
Moneydance Support
12 Posted by robert.l.spauld... on Oct 03, 2012 @ 12:24 AM
More USAA nonsense.
Thank you for your email. I would suggest using your USAA member number as your user id and your 4 digit pin as your password for your direct connect login credentials. If that doesn't work you will need to contact Moneydance for further troubleshooting as USAA only supports Quicken and our own Money Manager software at this time.
If you have additional questions, our Website Customer Support department is available to assist you every day from 6:00 am until midnight central time. They can be reached by calling 1-877-632-3002 and saying "Website Support" at the prompt.
We value your business and the opportunity to serve all your financial needs.
13 Posted by Jessica Little on Oct 05, 2012 @ 12:41 PM
That is accurate information, though is doesn't answer the question about if they have regularly scheduled direct connect downtime or not.
Jessica Little
Moneydance Support
System closed this discussion on Mar 31, 2015 @ 03:56 PM.