How to troubleshoot setting up or connecting to your financial institution in Money

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Article ID: 246544 - View products that this article applies to.
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SYMPTOMS

When you try to set up or to connect to Online Services for your financial institution or institutions in Microsoft Money, you may experience the following symptoms:
  • You may be unable to connect to Online Services.
  • You may receive an error message that resembles one of the following:
    A Prior Call has not been completed.
    Your last call was interrupted before it could be completed. Money will try to complete this call now.
    There is a problem with the data received.
    Money was unable to complete the operation. The Internet banking or brokerage server you were trying to contact encountered an error. Please try your call again later. (OFXHTTP500)
    Money cannot complete a required online call at this time. Please check your Internet connection setting and try again.
    Your financial institution encountered a general sign on error.
    A general error occurred with your financial institution.
    Unable to connect to the internet, banking, or brokerage server you were trying to access. The internet address is currently invalid. (OFX)
    We've detected that the date set on your computer does not match that of ours. To ensure that you receive transactions within the proper time frame, please correct the date on your computer.
    Microsoft money could not receive information from your bank or brokerage. DTClient cannot be a date that is in the future.
    Event ID (1001) in Source (Microsoft Money) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. Microsoft Money encountered a problem and needs to close. AppName: msmoney.exe AppVer: 10.0.0.919 ModName: ntdll.dll
    Microsoft Money encountered a problem and needs to close. App: msmoney App Ver: 11.0.0.716 Mod: msvcrt.dll Mod ver: 6.1.8637.0 Offset:0000d203 No online services available.
    Account setup is temporarily unavailable. Please try again later.

CAUSE

This issue may occur if the connection to Online Services is interrupted when you submit a statement or payment request. This connection can be interrupted if any one of the following conditions is true:
  • The speed of your Internet connection is slow.
  • The Internet connection fails.
  • The server at your financial institution is slow or is busy.
  • Security settings such as a firewall or antivirus software block access.
  • There is a problem with the credentials--for example, the user ID, the PIN, or the password.
  • There is a problem with the installation of Microsoft Internet Explorer.
  • The system date in the computer is inaccurate.
  • A payee is using “Centralized Billing” as the address.
  • The environmental variable NLSPATH adds a memory overhead that prevents Money from completing the required connections
  • You are using a computer that has a Java-based developmental platform installed.
  • Microsoft Money 2001 or an earlier version of Money is in Recovery Mode.
  • You are trying to set up an account that already has an online association.

Methods to resolve the problem

To work around this issue, use the following methods in the order that they appear in.

If you experience this issue when you send a payment request, verify that the payment request was actually received. To do this, contact your financial institution or payment service provider--for example, MSN Bill Pay.

Note If you do no verify the status of the transaction by contacting your financial institution, you risk sending the same transaction to your bank or broker more than one time.

Method 1: Determine whether there are server issues

  1. Start Internet Explorer.
  2. Visit the MSN Money Network Status Web site to see whether there are any server issues:
    http://articles.moneycentral.msn.com/Common/NetworkStatus.aspx
  3. If there are no server issues listed, try to connect to the Online Services for your financial institution again. If you still cannot connect, contact your financial institution to see whether they are experiencing any server problems. If they report that there are no ongoing server issues, try to connect to the Online Services for your financial institution again.
If you still cannot connect to the Online Services, continue to Method 2.

Method 2: Disable or remove the firewall or the antivirus software

Determine whether any security software, such as firewall or antivirus software is blocking access. To do this, temporarily disable or remove this software. If you disable or remove the software and Money can connect to your financial institution, explore how to add Money to the exception/exclusion list in this security software. Contact the software manufacture for instructions.
For more information about disabling Windows Firewall, click the following article numbers to view the articles in the Microsoft Knowledge Base:
283673 How to turn on or turn off the firewall in Windows XP
899935 You cannot connect to the Internet when you try to use a feature in Money that requires an Internet connection

Method 3: Verify your credentials

Verify with your financial institution the credentials that you must have to sign in to Money. For example, the ID and the password that you use on the financial institution’s Web site may not be the same credentials that you use in Money.

Method 4: Determine whether you have the current version of Internet Explorer installed

Determine whether you have the current version of Internet Explorer installed, and then reset the default settings.

For more information about how to troubleshoot Internet Explorer, click the following article numbers to view the articles in the Microsoft Knowledge Base:
870700 How to troubleshoot problems accessing secure Web pages with Internet Explorer 6 Service Pack 2
926431 You receive an error message in Internet Explorer 7: "Internet Explorer cannot display the webpage"

Method 5: Make sure that the date and time are set correctly

Windows Vista
  1. Click Start
    Collapse this imageExpand this image
     Start button
    , type Date and Time in the Start Search box, and then press ENTER.
  2. Click the Date and Time tab, and then click Change date and time.

    Collapse this imageExpand this image
    User Account Control permission
    If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
  3. In the Date and Time Settings dialog box, perform one or more of the following actions:
    • To change the date, click the current date in the calendar.
    • To change the hour, double-click the hour, and then click the arrows to increase or decrease the value.
    • To change the minutes, double-click the minutes, and then click the arrows to increase or decrease the value.
    • To change the seconds, double-click the seconds, and then click the arrows to increase or decrease the value.
  4. When you are finished, click OK.
  5. Verify the time zone.
  6. If you want the clock to be adjusted automatically when daylight saving time changes, make sure that the Automatically adjust clock for Daylight Saving Time check box is selected.
  7. Click OK two times.
Microsoft Windows XP or an earlier version of Microsoft Windows
  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Date/Time icon.
  3. Change the date and the time to today's date and time.
  4. Verify the time zone.
  5. Click OK to accept the changes.

Method 6: Verify the Payee Details for the financial institution

Examine the accuracy of the address under Payee Details. If an address is listed as Centralized Billing, change it to reflect the remittance address from your most recent billing statement.

Method 7: Reset system variable

Windows Vista
  1. Exit Money.
  2. Click Start
    Collapse this imageExpand this image
     Start button
    , type cmd in the Start Search box, and then press ENTER.
  3. Type set nlspath=null, and then press ENTER.
  4. Type exit, and then press ENTER.
  5. Start Money.
Windows XP
  1. Exit Money.
  2. Click Start, type cmd in the Open box, and then click OK.
  3. Type set nlspath=null, and then press ENTER.
  4. Type exit, and then press ENTER.
  5. Start Money.

Method 8: Remove Java-based programs from the computer

Try removing Java-based platforms that are installed on the computer. The following platforms may affect Money:
  • IBM VisualAge for Java
  • IBM Developerworks: Java
  • Sun Java 2 Platform
  • JavaSoft
  • Daimler/Chrysler Workshop Information System

Method 9: Exit Crash Recovery mode

If you are using Microsoft Money 2001 or an earlier version of Money and the transaction that you tried to send was a payment transaction, Money may be in Crash Recovery mode. In this case, exit Crash Recovery mode before you continue. To do this, press and hold down CTRL+SHIFT as you click Cancel on the Connect screen.

Restart Money and try to resend the payment transaction to your financial resolution.

Method 10: Create a new account

To resolve this issue, create a new account in your Microsoft Money data file, and then set that account up for download. Merge your new account with your old account. To set up a new account, follow these steps:
  1. Start Money.
  2. Click Banking.
  3. Click Add a new account.
  4. Follow the instructions that appear in the on-screen wizard to create a new account with your current account information.
This will set up the new account for download with online services. Merge this downloaded account information with your old account.

To merge an account, follow these steps:
  1. On the Account List page, click Merge duplicate accounts.
  2. Click the old account in the list as the destination account for the merge.
  3. Click the new account in the list as the source account for the merge.

    Note Read the on-screen information. Money will indicate that there may be duplicate transactions between certain dates. This is based on the information that has just been downloaded in the new account. If the dates of those transactions overlap with the dates of transactions that are currently in the Money file, make sure that you delete the duplicates as soon as the merge is complete.
  4. Click OK.

Similar solutions and problems

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
For more information and for steps to help troubleshoot the issue, click the following article numbers to view the articles in the Microsoft Knowledge Base:
179836 Money: Errors downloading statements or importing OFX files
829143 How to troubleshoot problems with downloaded statements in Money
175723 How to set up your financial institution's online services to work with Money

Properties

Article ID: 246544 - Last Review: August 14, 2007 - Revision: 6.3
APPLIES TO
  • Microsoft Money Essentials
  • Microsoft Money Plus Deluxe
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  • Microsoft Money 2001 Standard Edition
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