This support article will discuss how to troubleshoot and resolve existing Direct Access connections. Please note, this article is only for Direct Access connections, it is not for Direct Connect (OFX) connections.

Confirm the account that is no longer updating is using Direct Access. To do this click the little cloud icon next to the account and verify that it is connecting using Direct Access. It should say, “This account is connect and using Direct Access to download transactions…” in the sheet that comes down.

Dealing with 402 and other 400 errors. When you receive an error code like this, it is usually accompanied by some text saying the issue will usually resolve itself. This is in fact, true, please allow 24-48 hours for the issue to go away. If it still doesn’t go away after that, please read on. 400 errors are also sometimes resolved by Restarting the Mac.

The connection really is broken, what now? OK, so you are really convinced the connection isn’t just going to start working again. Either the error isn’t going away, or you have some other persistent error. For IGG to further troubleshoot this we usually need to the Direct Access ID’s related to your bank:

1. Go to File> Manage Banktivity Services>Direct Access and click on the text that says “Click here to view currently active banks…”
2. Do you see any listings related to your bank with a Status other than 0 under the ’Status’ column?  (0 indicates a successfully working connection) If yes, please click on the “Delete” button to delete any/all existing listings with a Status other than 0, keep any listings with a 0 Status. After deleting any/all existing listings with a Status other than 0, click “Done” 
3. Go to Banktivity> Preferences> Advanced and place a checkmark beside “Preserve troubleshooting information on Direct Access server” 
4. Attempt to set up downloading for your account again using the following steps:
   – Double-Click on the account name for the account.
   – Click “Configure Connection”
   – Follow on screen prompts to set up your account.
   – When you get to the screen that says “Connect using Direct Access” then press and hold the Option key on your keyboard as you click “Next”, keep holding the Option key until you are asked for the Kind of account you would like to set up. Select the proper Kind for your account, then sign in. 
5. If you receive an error, go back to File> Manage Banktivity Services> Direct Access and click on the text that says “Click here to view currently active banks…”
6. Do you see any new listings for your bank there now?  If so, take a screenshot of the listings for our support team. To take a screenshot, press Command-Shift-3 on your keyboard, you should hear a “click” sound and a file with “screen shot & date” with a .png extension will appear on your Desktop (for example: Screen shot 2019-01-01 at 4.37.05 PM.png).  
7. Drag and drop the screenshot file into the contact form on our support page, www.banktivity.com/support or give it to the tech support representative that you are working with.