Troubleshooting ByAllAccounts Aggregation Errors

Abby Morton
Abby Morton

Where are aggregation errors displayed in AccountView?

Aggregation errors can be displayed in multiple locations in AccountView, depending on the context of the error.

First, the Home tab displays status on the main dashboard. The “Failed” button will take you to the list of out-of-date accounts.

Next, within the Accounts tab, the All Accounts sub-tab displays a list of accounts, including alarms for any issues or required actions.

Additionally, the Out-of-Date Accounts sub-tab provides more detailed information, including the list of accounts, the dates of the last successful aggregation and aggregation attempt, and corresponding recommended actions. This sub-tab contains information to help troubleshoot the widest range of use cases.

Finally, within the Credentials tab, the Credentials Needing Edits sub-tab provides a list of credentials with authentication status and recommended actions. This tab proves useful when you cannot initially connect to an institution, and therefore the issue won’t appear on the Accounts tab.

Where can I access error messages related to an aggregation issue?

When reviewing the Out-of-Date Accounts or Credentials Needing Edits sub-tabs, click the information icon in the Recommended Actions column. Read the error message for information about why the account is failing to aggregate. For example, it may indicate an authentication error for the credential information provided

 

Updating “Out of Date Accounts”

What are Out of Date Accounts?

An out-of-date account, or stale account, is one in which one or more of the positions recorded for it in the system do not contain data that is current as of the prior market session close (“prior close”).

You can tell which accounts are out of date in two places:

  • Out-of-date Accounts tab: all accounts listed on the Accounts > Out-of-date Accounts tab are out of date.
  • All Accounts tab: any account that has a red alarm indicator on the Accounts > All Accounts tab is out of date. Roll over the red triangle alarm indicator to see why.

Accounts may be out of date for any number of reasons, such as the account…

  • …has not aggregated yet today. Some financial institutions update late in the day, so their accounts may be out-of-date and only need to be aggregated after the financial institutions update their data.
  • …has aggregated, but the institution's website did not provide up-to-date data.
  • …failed to aggregate. The most common reason an account would fail to aggregate is a problem with the login credentials for the financial institution. If one set of credentials is used to access multiple accounts, fixing the credentials for one of those accounts will fix the problem for all of those accounts. If you want to see all the credentials that need edits, use the Credentials > Credentials Needing Edits tab.

How do I fix Out of Date Accounts?

In general, check the Aggregation Status and the Recommended Action fields for information on why and what to do.

 

Detailed steps:

  1. In the Out-of-date Accounts tab, first look to see if the Aggregate Now button is active. If so, it shows you how many accounts the system expects you can aggregate successfully without making any changes. Typically these are accounts that update late in the day. Click Aggregate Now. A link shows above the table to indicate the progress. You can get more details by clicking the link. You can continue working anywhere in the system while the aggregation is running, and the link will show on all tabs.
  2. Look at the Recommended Action column for troubleshooting information. This column contains the information icon followed by the ions for each action that may fix the problem displayed, in the order that you should try them (left to right). Click the information icon to get more a detailed description of the actions, and start with the first recommended action.
  3. If your action performed an aggregation, click Refresh Table. If the account disappeared from the table, it is no longer out of date.
  4. If that does not fix the problem, continue to the next recommended action. Sometimes more than one action is required to resolve a problem. Always perform the recommended actions in the order listed. You can also use the shortcut icons for each action.
  5. If you have tried all of the recommended actions and the account still does not update, you may be able to send the account information to Technical Support for additional help.  Select one or more accounts then click Email Technical Support.  The system constructs an email with details about the problem for each of the selected accounts. You can edit the email before you click Send Email. If no account is selected, the email is a blank template and you can write your own message.

Editing credentials that are not working

  1. Go to the Credentials > Credentials Needing Edits tab. The table shows you how many accounts use that credential, and the nature of the problem, and the recommended actions. Follow the recommended actions in order from left to right.
  2. Click the information icon.
  3. Use the links within the popup to remedy the problem.
  4. After you have made the changes, try to aggregate the credential.
  5. If the account(s) aggregate, the credential is now working.
  6. Click Refresh Table to update the list of credentials needing edits.

Where can I view additional insights into individual Financial Institution Health?

The Institutions tab contains two columns representing FI Health and Known Connectivity Issues at the financial institution. Further, you can select an institution’s drop-down field to view additional information about any financial institution, including the following information:

  • Special Setup Instructions: valuable information you should be aware of before attempting to link accounts. In some cases, the user is required to take an action outside of the ByAllAccounts application. These Special Setup Instructions are also displayed during the account linking experience in both AccountView and Morningstar Connect.

  • Known Connectivity Issues: any known active issues related to a financial institution's connectivity or data will be displayed here. This information is also displayed during the account linking experience in both AccountView and Morningstar Connect.

  • FI Health: FI Health represents the status of the aggregation service's ability to connect successfully to a financial institution. FI Health is calculated daily, based on the presence and rate of user actionable and non-user actionable aggregation errors the financial institution has experienced over the trailing 72 hours.

    GreenThere is a high probability that users will be able to successfully link accounts at this financial institution.

    Yellow: There is a low probably that users will be able to successfully link accounts at this financial institution due to a connectivity issue that ByAllAccounts is experiencing.

    Red: Users will not be able to successfully link accounts at this financial institution as ByAllAccounts is unable to connect to this financial institution.

    Insufficient Usage: ByAllAccounts does not have enough usage to confidently determine an FI Health score.  Users may attempt to link accounts at this Financial Institution, but ByAllAccounts cannot predict the rate of success.

AccountView Profile & Settings

Creating “Assistants”

While Elements does not have any support role-related capabilities, Advisors can create Assistants in AccountView to enable other team members to manage data directly in AccountView.

  1. On the top right of AccountView, go to Settings > Assistants.
  2. Click “create assistant”
  3. Make sure to give the Assistant a username in “AccountView login”

Assistants ****may either have read-write privileges and do most of what advisors can do in AccountView (except create and manage other assistant users), or they may have read-only privileges.

Assistants can only be assigned to a single Advisor.

Changing your password

You can change your ByAllAccounts password in “My Profile”.  If you do this, there is nothing you need to update in Elements.  It will automatically remain connected to ByAllAccounts.

Advanced Settings

Automated Account Management (AAM)

  • What is AAM?

    Automated Account Management (AAM) is a feature that gives credentials enhanced capabilities within AccountView. When AAM is enabled for a credential, the system can set up all of the accounts accessed by that credential. AAM is particularly useful when there are many accounts that use a credential, and you want to create them all within the system.

    Aggregating the AAM-enabled credential or any account that uses the credential causes AccountView to:

    • create all accounts that it finds at the financial institution that use the credential (for example, automatically pull in any new accounts during overnight aggregation)
    • aggregate all accounts that use the credential
    • flag accounts that are duplicates or no longer accessed at the financial institution using that credential so you can delete them from AccountView
    • recreate accounts you deleted from AccountView but still exist at the financial institution
  • Enabling and disabling AAM

    AAM can be enabled by creating or editing the credential. It can also be enabled when you create an account, thereby enabling it for the credential. If you want to disable AAM, you must do so by editing the credential.

  • Account maintenance

    When AAM is enabled on a credential, you do not need to create its accounts in the system but you may need to delete accounts that are flagged as no longer found at the financial institution.

    You can create and modify an account that uses the credential, but the system will flag it if it is a duplicate or does not exist at the financial institution.  If you delete an account that is still found at the financial institution, the system will recreate it during the next aggregation.

Unmasking account numbers

Hover your cursor over the masked account number to see the entire value. You can unmask account numbers for the duration of your session by unchecking Settings>Mask account numbers.

Contacting Support

If you can’t resolve an issue, you can either email us directly at support@getelements.com or you can use various “contact us” forms inside of AccountView.

If you have a question about a specific error, follow these steps:

  1. Find the specific account or credential with the error on the Accounts > Out-of-date Accounts tab or Credentials > Credentials Needing Edits tab
  2. Select the account or credential with the error.
  3. Click “Email Technical Support”.  This will include more detail about your error and make it easier for us to diagnose.

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