# 971
source: https://developer.mastercard.com/open-finance-us/documentation/errors/error-codes/971/index.md

This error occurs when an existing connection to a financial institution is down and the end user may experience a failed attempt to add their bank accounts.​

|             Title             |                                                                                                                                                                                                                                                     Details                                                                                                                                                                                                                                                     |
|-------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Error Code**                | 971                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Remediation Category**      | Re-Authenticate or Provide Additional Information                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **HTTP Status**               | 500                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Error Type**                | Institution Error                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Data Connect Alert**        | No associated alert.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            |
| **Error Message**             | An error occurred in the financial institution connection. Submitting a support ticket is the recommended action.                                                                                                                                                                                                                                                                                                                                                                                               |
| **Common Causes**             | This error can occur for multiple reasons: * Can occur when the bank updates its website or server. These changes can disrupt the connection between your app and the bank, requiring changes/updates to restore the original connection. * Information provided by the end user during authentication is either incomplete or insufficient to link an account and access data. * Incorrect response to security questions, for example, incorrect security code or an expired security code due to time lapse. |
| **Troubleshooting Steps**     | Submit a [support ticket](https://developer.mastercard.com/open-finance-us/documentation/support/index.md#create-a-support-case-in-scm) for troubleshooting. ​Simultaneously, Data Connect display alerts will automatically prompt the end user when they are in session to take suggested remediation action associated with this error. ​Best Practice: Developers may prompt the end users to log into their application to ensure the end users can take recommended action to resolve the issue.          |
| **Data Connect Fix Eligible** | No.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Retriable by End User**     | Yes, the end user will be able to resume the session, once the connection to the selected financial institutions is fixed. The end user may need to make several authentication attempts to assist in resolving the error. ​ ​                                                                                                                                                                                                                                                                                  |
| **Access to Latest Data**     | You will be unable to access the latest data for this user's account until the issue is resolved.                                                                                                                                                                                                                                                                                                                                                                                                               |

[Full Error List](https://developer.mastercard.com/open-finance-us/documentation/errors/error-list/index.md) \| [Institution Errors](https://developer.mastercard.com/open-finance-us/documentation/errors/institution-errors/index.md)