Fidelity login fails in WLP 5.1
Author: wdfarmer
Creation Date: 1/8/2009 4:26 AM
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wdfarmer

#1
I'm consistently getting the following message after I click the "Log in to Fidelity" button and then enter my username and PIN, and click OK:

"Authentication failed: Unable to login using the supplied SSN and PIN"

Yet that same username (not my SSN) and PIN work fine when logging into the Fidelity web site or their Active Trader Pro application.

This is a fresh download of WLP 5.1; I'm a new user to the product. Fidelity Tech Support claims they've enabled my access to Wealth-Lab Pro, but together we were unable to ever get the WLP 5.1 login to work. We tried bypassing my wireless router, or using Windows Firewall instead of Norton Internet Security 2009, but nothing helped.

The WLP.TXT log file just reports:

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2009-01-08 04:48:33,806 [1] ERROR WealthLab.DataProviders.FidelityAuthenticationProvider [(null)] - 500: CFIAuth::FIAuthenticateImpEx : Unable to login using the supplied SSN and PIN.
2009-01-08 04:48:33,853 [1] ERROR WealthLab.DataProviders.FidelityAuthenticationProvider [(null)] - 294: CFIAuth::FIAuthenticateImp : Failure
=====

NIS 2009 reports this network activity just before the point of failure:

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1. An instance of \"C:\Program Files\Common Files\Fidelity Investments\Fidelity Server\FidelityServer.exe\" is preparing to access the Internet.
2. Rule \"FidelityServer\" permitted (155.199.88.20, Port https(443) ). Outbound TCP connection.
(This is the first use of port 443 since starting the application)
3. Rule \"Wealth-Lab Pro\" permitted (192.168.0.1, Port (53) ). Outbound UDP packet.
(I think this is a DNS request to my DSL modem.)
=====

Any suggestions? Unchecking the "Automatically detect settings" box in Internet Explorer 7's Internet Options doesn't help.
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Cone

#2
I can only suggest that you continue to work with Fidelity support. We can't help with Fidelity authentication errors. Despite what they've told you, it sounds to me like your account does not have the WL Pro entitlement attached to it. Ask whoever's helping you to attempt to log in to your account with WL Pro using your credentials. (I'm not sure if they'll do it, but it would be an easy way for them to see the problem you're having - or at least eliminate the entitlement question.)
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wdfarmer

#3
Thanks, Cone. I just contacted Fidelity again, and they've asked me to wait another day in case the entitlement hasn't yet made its way down through all parts of their network yet. I'll post any news here tomorrow.

They didn't offer to log in using my credentials, and I haven't asked them to do that yet. We can try that tomorrow if needed. I also want to try logging in using a nearby coffeehouse's WiFi network to see if that makes a difference.
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wdfarmer

#4
Update:

I'm still unable to log into Fidelity when using Wealth-Lab Pro 5.1.75.0. Using a nearby coffeehouse's WiFi network instead of my home network doesn't help.

I ran a sniffer on my laptop, and tracked the IP activity that takes place between the time I enter my username and PIN, and the time that the "Authentication failed: Unable to login using the supplied SSN and PIN" message appears. 15 IP packets were sent or received; I'll send the log to Fidelity.

Fidelity support is able to log in from their location using their local copy of Wealth-Lab Pro 5 and my credentials.

Also, I am able to connect to Fidelity from the earlier version, Wealth-Lab Pro 4, which makes the connection through Active Trader Pro.
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Cone

#5
5.3 is around the corner so perhaps "miscellaneous changes" to the Fidelity server and authentication will knock something loose for you.
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wdfarmer

#6
Thanks, Cone, but no joy. I downloaded and installed Wealth-Lab Pro 5.3.37.0, and I get the same login failure as before. I haven't heard anything from Fidelity since 1/12/2009. Tech Support didn't want my IP packet log; they said they were investigating it a different way.
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Eugene

#7
Frankly, after putting these three facts together...

QUOTE:
Using a nearby coffeehouse's WiFi network instead of my home network doesn't help.
-- Coffehouse removes suspicion from your router
QUOTE:
Fidelity support is able to log in from their location using their local copy of Wealth-Lab Pro 5 and my credentials.
-- Speaks for itself
QUOTE:
I downloaded and installed Wealth-Lab Pro 5.3.37.0, and I get the same login failure as before.
-- WLP version doesn't matter

...I would suggest to uninstall your software firewall, disable antivirus protection and any kind of other similar utility you may have. Something gets in the way of your HTTPS connection.
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wdfarmer

#8
Thanks for the suggestions, Eugene. That's what I've been thinking, too. Fidelity tech support tried exploring that with me. We booted my system into Safe Mode with Networking, but the problem still happened. We did a selective boot, disabling the loading of all but the Microsoft drivers and modules, and the problem still happened. For normal boots, I've got my Norton Internet Security 2009 (NIS 2009) set to permit and log all outbound communications from the two WLP 5.3 programs, FidelityServer.exe and WealthLabPro.exe.

So, just this morning I tried a different tack. I created a new user account, "Test", on my Windows XP system, and that worked; I'm able to log in to Fidelity and get streaming data. Under the new username, the IE7 settings, TCP/IP settings, and NIS 2009 settings all appear to be the same as under my regular username.

I even tried creating another new user account using the same number of characters (including an embedded space) as my regular username, and that works too.

I've tried comparing system information dumps under the last username and my regular username. There are some differences, but with so many modules in the system, it's hard to know which are significant. Maybe my regular username's registry has just gotten too big; Control Panel / System / Advanced / User Profiles shows my regular username profile is 2 GB in size, but the profile for the last username is only 2.75 MB in size.

I'll let Fidelity know what I found, but I expect they'll just want me to use the new user account. Maybe that will be best, but I'd have to do some work to move my documents and settings from the regular username.
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Eugene

#9
Glad that you found it out.

QUOTE:
Maybe my regular username's registry has just gotten too big; Control Panel / System / Advanced / User Profiles shows my regular username profile is 2 GB in size, but the profile for the last username is only 2.75 MB in size.

Just FYI: this ain't no reliable indicator of any kind because the calculation includes all your documents, pictures and music files. Your actual registry is stored in a read-only system file which is way, way less than those 2 GiBs.
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wdfarmer

#10
Aha, thanks Eugene. That makes more sense, although it's goofy of Microsoft to call all my documents part of my "profile".