Bank of the West just changed their online service

John Sanguinetti's Avatar

John Sanguinetti

12 May, 2015 06:48 PM

Bank of the West changed their online banking over the past weekend, and requires all online banking users to de-activate their account in their program (Quicken) and reactivate them. When I try to do this with Moneydance, it gives me an error that says

There was an error communicating with your financial institution. The details of this error are below.

Bank Name: Bank of The West

The error code reported by the server was: 2000

Your software is out of date. Please update your software to a more recent version, then return here to sign in.

Since I'm using Moneydance 2011, I tried to upgrade to money dance 2015, but it gives me the same error message. How do I fix this?

  1. Support Staff 1 Posted by Ian L on 13 May, 2015 03:12 PM

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    We've updated our connection information for your bank, so you should be able to connect now. 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, continue to step 5.
    4) Select the Online->Setup Online Banking button/menu (again)
    5) Click the New Connection button and select your bank from the list of available institutions that pops up. Hit OK
    6) Continue with the setup process, entering your username/password
    7) Repeat steps 1-6 for any additional accounts

    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
    Infinite Kind Support

  2. 2 Posted by Chris Kueny on 14 May, 2015 04:27 AM

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    Thanks, I was happy to see this information, but this didn't work for me. I was going through Step 6, entered my username and password, and got the error message

    "There was an error communicating with your financial institution. The details of this error are below.
    Bank Name: Bank of The West
    The error code reported by the server was: 2000
    Your software is out of date. Please update your software to a more recent version, then return here to sign in. "

    (Earlier this week I emailed BotW twice and was ignored, and called them this evening and got a guy that refused to answer any question not related to Quicken, so they will be no help.)

  3. 3 Posted by Chris Kueny on 14 May, 2015 04:29 AM

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    Just checked my version, which is 2014.5. I didn't know there was a newer version. It is free?

  4. 4 Posted by Chris Kueny on 14 May, 2015 04:38 AM

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    Never mind, I remember now I tried version 2015 and it was a terrible experience. If anyone gets BotW to work again with verson 2014.5, please let us know! Thanks!

  5. 5 Posted by John Sanguinett... on 14 May, 2015 07:15 AM

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    Ian,

    I followed the steps below, and got the same error message. There was no disable button (I had disabled the account previously in my attempts to make the connection). When I made the New connection, it still knew that the account was associated with Bank of the West, and it still remembered my account ID. I wonder if that means that it didn’t actually delete the previous connection?

    I tried this with Moneydance 2015, and I also tried it with Moneydance 2011. With Moneydance 2011, I had not previously disabled the online banking for the account, so I could follow the steps below exactly, and it gave the same error message.

    Is there anything else I can do? Thanks.

    John

  6. Support Staff 6 Posted by Ian L on 14 May, 2015 11:17 AM

    Ian L's Avatar

    Can you try completely resetting your connection to your bank and see if that fixes the problem you're seeing? To do this, you'll need to force clear the current connection information for your bank in Moneydance. I'm sending a file called remove_one_service.py that will help do that. Before proceeding, please back up your Moneydance data set, just in case something goes wrong. You can use these instructions to create a backup:

    http://help.infinitekind.com/kb/moneydance-2014/how-to-move-your-da...

    except copy your data set instead of moving it, in order to create a backup. So far, this hasn't caused any problems, but better safe than sorry!

    To use the file, first save it to your computer and then follow these steps:

    1) In Moneydance, click on the Extensions Menu and choose the Manage Extensions option.
    2) From the list of available extensions, choose the Python Interface extension, then click Install to download the extension and finish to complete the installation.
    3) Close the Manage Extensions window.
    4) Again, click the Extensions menu. This time, choose the Python Interface option.
    5) In the python scripting window, click the read from file button and load the file from whereever you saved it. You will be asked to select which connection you want to clear. Choose your bank, and click OK. You'll get a confirmation message when the connection has been removed. Close the window when done.
    6) Set up the connection to your bank like normal. Since all of your settings have been cleared, you should get the most recent connection information for your bank.

    Hopefully, that will work. If it doesn't, let me know and we'll continue troubleshooting.

    Ian
    Infinite Kind Support

  7. Support Staff 7 Posted by Ian L on 14 May, 2015 11:18 AM

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    Chris, you should also reset your connection completely. Here is the related python file for 2014.

    Ian
    Infinite Kind Support

  8. 8 Posted by John Sanguinett... on 14 May, 2015 04:33 PM

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    Hi Ian,

    I tried this, and it didn’t work. First, I tried it with Moneydance 2015, and I got an error when running the Python script. It said

    File “/Users/jws/Financials/MoneyDance 2013/remove_one_service.py”, line 4, in ?
    AttributeError: getOnlineInfo

    I guessed that I didn’t have the script file in the right place, but moving it around didn’t help. (The directory /Users/jws/Financials/MoneyDance 2013 is where my data file is.) I then tried the same procedure with MoneyDance 2011, and the script worked, saying that the service had been removed. However, when I then tried to reconnect to the bank, it gave the same error as before.

    What’s next? Thanks.

    John

  9. 9 Posted by John Sanguinett... on 14 May, 2015 04:41 PM

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    Ian,

    Disregard the last message. I was using the wrong script file with MoneyDance 2015. Using the script remove_one_service_2015.py, the script worked. Then, when I tried to reconnect to the bank, it got further. It gave me this:

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

    Additional information from the server:
    An incorrect username/password combination has been entered. Please try again.

    I have verified that the id/password combination that I entered is the same one I use when signing on to the bank’s web site, which works. Is there a new pin/password that I need to use when logging in from a program?

    Thanks.

    John

  10. 10 Posted by Dick LaJeunesse on 14 May, 2015 10:25 PM

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    I just downloaded 2015 version. Same issue with Bank of the West, same results. I don't have the python thingy, but I got to the User ID and password entry and got the error "Your software is out of date. Please update your software to a more recent version, then return here to sign in"

  11. 11 Posted by Dick LaJeunesse on 14 May, 2015 10:27 PM

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    I just got 2015. Same issue with Bank of the West. I was able to get to the user ID and password but got "Your software is out of date. Please update your software to a more recent version, then return here to sign in."

  12. 12 Posted by Christopher Kue... on 16 May, 2015 03:45 AM

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    Thanks--I tried the python connection-cleaning script, but also got the following. BotW finally replied to me after several days saying that it's Moneydance's fault. I told them that the problem has been isolated and that it's BotW. I think the next step is to close my BotW account.

    There was an error communicating with your financial institution. The details of this error are below.
    Bank Name: Bank of The West
    The error code reported by the server was: 2000
    Your software is out of date. Please update your software to a more recent version, then return here to sign in.

  13. 13 Posted by andrea on 17 May, 2015 10:10 PM

    andrea's Avatar

    This comment was split into a new private discussion: Bank of the West connection trouble

    I am perplexed! I also have been troubleshooting my online banking connection to Chase. Currently installed Moneydance 2015.4 (1213). Only upgraded today because this Preview Version was to correct online banking errors.

    I reset my online banking connection following the previous instructions by using the Python Interface Extension. After setting up the new connection, I *still* receive an error (attached) and cannot download ANY transactions into Moneydance.

    As of now, I cannot move forward. Please help!

  14. 14 Posted by Christopher Kue... on 18 May, 2015 12:02 AM

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    For what it’s worth, I did find that I could download my Bank of the West transactions into a file and import/reconcile using that. This will do in the short term, but it’s not as good as downloading directly into the register. I’m not wedded to Moneydance, but I’m not going back to Quicken, so I still expect to switch banks as a solution.

  15. Support Staff 15 Posted by Ian L on 18 May, 2015 12:57 PM

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    If you try connecting in a completely new Moneydance file, are you able to connect? You can create a new file using the File->New menu option.

    Ian
    Infinite Kind Support

  16. 16 Posted by Christopher Kue... on 18 May, 2015 01:13 PM

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    Thanks; I tried it and got the same “software out of date” error. That’s with MD 2014.5 (980).

  17. 17 Posted by andrea on 18 May, 2015 03:12 PM

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    Hi Ian,

    This is bizarre! I can now connect to Chase with two *different* Moneydance files. One file I did not recreate my online connection to Chase - downloaded perfectly. The other file I DID recreate the online connection to Chase - again, downloaded perfectly.

    What magic did you work in the background?

    I have noticed the past few times I've logged into Moneydance, it's hit or miss as to being able to direct download transactions from Chase. (Every other time I open Moneydance, it's a different experience.) I do Refresh they Online Banking Service and try different tweaks until Moneydance connects to Chase.

    Appreciate the support!! Long time Moneydance user.

    Many thanks,
    Andrea Bacarisse

  18. Support Staff 18 Posted by Ian L on 18 May, 2015 03:16 PM

    Ian L's Avatar

    Hi Andrea,

    There's been an intermittent outage issue with Chase this weekend and into today, so I'm not surprised it magically started working. It also might stop working again. If you have more trouble, you should contact Chase and report the issue.

    If you have trouble and Chase refers you back to us, could you start a new discussion the topic? This particular thread is more about problems with Bank of the West, ad talking about both here muddies things a bit.

    Ian
    Infinite Kind Support

  19. 19 Posted by andrea on 18 May, 2015 03:20 PM

    andrea's Avatar

    Hi Ian,

    No problem! I'll keep an eye on it and will definitely create a separate
    discussion.

    Truly appreciate all of your assistance.

  20. Support Staff 20 Posted by Ian L on 18 May, 2015 03:24 PM

    Ian L's Avatar

    Thanks very much. :-)

    To everyone else, it looks like there may have been some issue related to the new BotW bill payment system. Could if you use bill pay with them, could you try disabling it on the website and then re-enabling it to see if that clears things up?

    Ian
    Infinite Kind Support

  21. 21 Posted by John Sanguinett... on 18 May, 2015 05:32 PM

    John Sanguinetti's Avatar

    It’s not obvious how to disable bill payment on their web site. Also, if I can do that, will I lose all of my scheduled payments?

  22. Support Staff 22 Posted by Ian L on 19 May, 2015 03:45 PM

    Ian L's Avatar

    Hi John,

    You probably will lose scheduled payments. I'm not sure exactly how to disable bill pay. You would likely need to contact BotW for details.

    I'm not yet sure if the problem is on our end or theirs. I'll keep looking into it and let you know if we are able to fix it on our side. It would also be a good idea for folks to contact them directly and report that you are having trouble using direct connect, including the error message you are getting.

    Ian
    Infinite Kind Support

  23. 23 Posted by Chris Kueny on 20 May, 2015 04:58 AM

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    Hi Ian--Regarding your suggestion that people contact BotW directly and report that we are having trouble, one would think that would be a good idea, but I've done it both by email and by phone, and they were the most singularly unhelpful people I've ever encountered. They said they will not discuss any problem not related to Quicken and they have zero interest in any such problems we are having.

  24. Support Staff 24 Posted by Ian L on 20 May, 2015 11:32 AM

    Ian L's Avatar

    OK, I think I've figured this out, and it looks like it was a problem with our new connection settings. I've updated our database, but won't be able to push the changes out to y'all for a couple of days. However, I'm attaching a python script that you can use to fix your connection now if you'd like.

    To use the file, follow these steps:

    1. Download the file called "update_ofx_version.py" that is attached to this message and save it to your computer.
    2. In Moneydance, click on the Extensions Menu and choose the Manage Extensions option.
    3. From the list of available extensions, choose the Python Interface extension, then click Install to download the extension and finish to complete the installation.
    4. Close the Manage Extensions window.
    5. Again, click the Extensions menu. This time, choose the Python Interface option.
    6. In the python window, click the read from file button and load the file from whereever you saved it. You will be asked to select which connection you want to modify. Choose "Bank of the West", and click OK. You'll get a confirmation message when the connection has been updated. Close the window when done.
    7. Set up the connection to your bank like normal. Choose the existing Bank of the West connection form the dropdown. Do not use the New Connection button or you'll undo the changes you just made.

    Hopefully, that will work. If it doesn't, let me know.

    Ian
    Infinite Kind Support

  25. Support Staff 25 Posted by Ian L on 20 May, 2015 11:39 AM

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    Here's a version of the update script for folks using older versions of Moneydance.

    Ian
    Infinite Kind Support

  26. 26 Posted by Christopher Kue... on 20 May, 2015 01:15 PM

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    Wow, it looks like this worked! (version 2014.5). Thank you!!

    Chris

  27. 27 Posted by John Sanguinett... on 20 May, 2015 06:00 PM

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    Ian,

    Thank-you. This worked. This was great customer service in the face of an unhelpful bank.

    John

  28. Support Staff 28 Posted by Ian L on 21 May, 2015 12:21 PM

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    Great, glad to hear that worked. The new connection settings are now available in out database as well, so this python script is no longer required. You should be able to connect by simply recreating your connection using the New Connection button to pull down the new settings.

    Glad we were able to get this working. Please let me know if I can be of any further assistance, and thanks for using Moneydance.

    Ian
    Infinite Kind Support

  29. Ian L closed this discussion on 21 May, 2015 12:21 PM.

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