Moneydance freezing when importing statements after update to Version 2019.3

Peter Carne's Avatar

Peter Carne

31 Dec, 2019 08:58 AM

Moneydance has been working fine until I updated to Version 2019.3 a week or so ago. Since then every time I try to import statement data Moneydance freezes. I use a MacBook laptop. The spinning rainbow beachball appears and clicking on anything does not work. The only way to resolve the issue is to force quit Moneydance. On restarting Moneydance everything seems to work well and the imported statement data is there. My MacBook works fine in all other respects and I do not have this problem with any other App. Can you help resolve this issue?

  1. 1 Posted by derekkent23 on 31 Dec, 2019 12:03 PM

    derekkent23's Avatar

    I am not support staff, just a user.
    Hi Peter.

    You could try this.

    At the point the screen appears to freeze click ALT-SPACEBAR (a small context menu may appear)
    Tap the letter 'M' on your keyboard to invoke the 'Move' command.
    Keep clicking ARROW keys (likely the LEFT ARROW key) and try to bring the off-screen window back on-screen.
    This can happen if you have ever had a second screen connected.

    Hope this helps.

  2. 2 Posted by sth on 01 Jan, 2020 04:48 AM

    sth's Avatar

    Derek would be correct if you were using a windows system. But I assume this is a Mac OS on the MacBook.

    Try this: click and hold on the MD icon in you task bar, a menu should pop up with the "Show All Windows". This may show the hidden window which could be on another Desktop (or Space as they are called).
    Scott (not IK support but the one who answers Mac questions... :-))

  3. 3 Posted by Peter Carne on 02 Jan, 2020 08:58 AM

    Peter Carne's Avatar

    This only reveals the frozen Mondeydance screen and when I click on that screen it is still frozen. Help?

    Peter Carne
    [email blocked]

  4. 4 Posted by derekkent23 on 02 Jan, 2020 09:05 AM

    derekkent23's Avatar

    I am not support staff, just a user.
    Hi Peter

    Another thought.

    You talk about the problem occurring when you import a statement.
    If this import is via a file try dragging and dropping the file into the side bar, list on the left.

    Hope this helps.

  5. 5 Posted by Peter Carne on 07 Jan, 2020 09:01 AM

    Peter Carne's Avatar

    Despite suggestions so far I still have the same problem of freezing after importing statement data. Any other help would be appreciated.

    Peter Carne
    [email blocked]

  6. 6 Posted by Andrew on 07 Jan, 2020 09:22 AM

    Andrew's Avatar

    Hi Peter,

    We are sorry to hear about the problem you have encountered.

    Would it be possible to see a screenshot of the issue?

    Thank you.

    --
    Andrew, Infinite Kind Support

  7. 7 Posted by sth on 08 Jan, 2020 03:32 AM

    sth's Avatar

    Peter,
    Providing an errlog.txt file might show what happened during the import. After MD freezes and you force quit get the errlog.txt file at the following location.

    Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance/errlog.txt
    Press the option key and use the "Go" menu in the finder to access the Library folder.
    Or open a finder window, press Shift-Option-G and paste in this path
    ~/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance

  8. 8 Posted by Peter Carne on 19 Jan, 2020 03:23 PM

    Peter Carne's Avatar

    Any other ideas or suggestions after I sent my error log on 08.01.20?

    Peter Carne
    [email blocked]

  9. 9 Posted by sth on 20 Jan, 2020 04:52 AM

    sth's Avatar

    I don't see any response 8/1/1/20 an nothing between my post on 7/1/20 and your questions on 19/1/20.
    -Scott (not IK Support)

  10. 10 Posted by Peter Carne on 20 Jan, 2020 07:13 PM

    Peter Carne's Avatar

    Here is the latest error log:

    Starting Moneydance 2019.3 (1880) at Wed Jan 08 19:37:27 GMT 2020
    Settings Folder: /Users/petercarne 1/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance
    OS: Mac OS X 10.14.6 x86_64
    Java: 11.0.1 (Oracle Corporation)
    Is in sandbox: true; restricted file access: false
      outdated extension: netsync
    multires images not supported: java.lang.ClassNotFoundException: sun/awt/image/MultiResolutionImage.class
    initialized extension updater in 0.043 seconds
    Initializing fonts:
     preferred: [[Helvetica Neue, Helvetica, Dialog]]
     regular: [[Helvetica Regular, Arial, SansSerif, Dialog]]
     mono: [[Gill Sans, Monospaced]]
    fonts resolved:
     default: Helvetica Neue:13.0:style0
     mono: Gill Sans:13.0:style0
     header: Helvetica Neue:15.0:style0
     register: Helvetica Regular:12.0:style0
     registerMinor: Helvetica Neue:12.0:style0
     reportTitle: Helvetica Regular:32.0:style0
     calendarTitle: Helvetica Neue:12.0:style0
     reportHeader: Helvetica Neue:11.0:style0
     detailTitle: Helvetica Neue:15.0:style0
    Setting look and feel class to com.apple.laf.AquaLookAndFeel
    Initializing fonts:
     preferred: [[Helvetica Neue, Helvetica, Dialog]]
     regular: [[Helvetica Regular, Arial, SansSerif, Dialog]]
     mono: [[Gill Sans, Monospaced]]
    fonts resolved:
     default: Helvetica Neue:13.0:style0
     mono: Gill Sans:13.0:style0
     header: Helvetica Neue:15.0:style0
     register: Helvetica Regular:12.0:style0
     registerMinor: Helvetica Neue:12.0:style0
     reportTitle: Helvetica Regular:32.0:style0
     calendarTitle: Helvetica Neue:12.0:style0
     reportHeader: Helvetica Neue:11.0:style0
     detailTitle: Helvetica Neue:15.0:style0
    initialized extension yahooqt in 2.212 seconds
    opening last file: Moneydance Peter
    loading dataset: /Users/petercarne 1/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Documents/Moneydance Peter.moneydance
    loading with 128 bit encryption key
    reading trunk data tiksync/trunk
    trunk data loaded (2.075 seconds), checking for incremental updates
    loading un-synced txn files...
    loading synced txn files...
    updater: read 28115 bytes of update info
    Retrieving signature
    updater: using public key: updater_pub_0
    Sweet! We've gotten a signed description of the update info
    Version info retrieved; we are up to date!
    replacing root: null () with new root: My Finances (9f69a72e-85c9-4773-b9f9-80c406b019df
    dropbox folder should be at /Users/petercarne 1/Dropbox and exists=true
    base sync folder: /Users/petercarne 1/Dropbox/.moneydancesync
    dropbox folder should be at /Users/petercarne 1/Dropbox and exists=true
    base sync folder: /Users/petercarne 1/Dropbox/.moneydancesync
    updating currency: Turkish Lira ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Bahamian Dollar ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: US Dollar ()
    opening connection with no proxy:
    updating currency: Bulgarian Lev ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Yeni Türk Lirası ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:40:07 GMT 2020 synced=Wed Jan 08 19:37:12 GMT 2020
    Writing file to dropbox API with debug mode=false
    updating currency: Trinidad and Tobago Dollar ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Fijian Dollar ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Euro ()
    opening connection with no proxy:
    updating currency: Costa Rica Colon ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:41:57 GMT 2020 synced=Wed Jan 08 19:40:20 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Danish Krone ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Bermudian Dollar ()
    opening connection with no proxy:
    updating currency: North Korean Won ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:43:37 GMT 2020 synced=Wed Jan 08 19:42:02 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Canadian Dollar ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Mexican Pesos ()
    opening connection with no proxy:
    updating currency: South Korean Won ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:44:27 GMT 2020 synced=Wed Jan 08 19:43:43 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Pakistani Rupee ()
    opening connection with no proxy:
    updating currency: Hong Kong Dollar ()
    opening connection with no proxy:
    updating currency: Norwegian Kroner ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:46:47 GMT 2020 synced=Wed Jan 08 19:45:24 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Swiss Franc ()
    opening connection with no proxy:
    updating currency: Zambian Kwacha ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Jamaican Dollar ()
    opening connection with no proxy:
    updating currency: South African Rand ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:48:17 GMT 2020 synced=Wed Jan 08 19:47:07 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Lebanese Pound ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Venezuelan Bolivar ()
    opening connection with no proxy:
    updating currency: Icelandic Krona ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:49:30 GMT 2020 synced=Wed Jan 08 19:48:46 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Japanese Yen ()
    opening connection with no proxy:
    updating currency: Saudi 'Arabian' Riyal ()
    opening connection with no proxy:
    updating currency: Philippines Peso ()
    opening connection with no proxy:
    updating currency: Singapore Dollars ()
    opening connection with no proxy:
    updating currency: Chinese 'Yuan' Renminbi ()
    opening connection with no proxy:
    updating currency: New Zealand Dollar ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:53:07 GMT 2020 synced=Wed Jan 08 19:48:46 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Jordonian Dollar ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Brazilian Real ()
    opening connection with no proxy:
    updating currency: Israeli New Shekel ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:55:10 GMT 2020 synced=Wed Jan 08 19:53:43 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Malaysian Ringgit ()
    opening connection with no proxy:
    updating currency: Thai Baht ()
    opening connection with no proxy:
    Writing file to dropbox API with debug mode=false
    updating currency: Egyption Pound ()
    opening connection with no proxy:
    local file is newer than sync file. local=Wed Jan 08 19:56:12 GMT 2020 synced=Wed Jan 08 19:55:28 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    updating currency: Taiwan Dollars ()
    opening connection with no proxy:
    updating currency: Sudan Pound ()
    opening connection with no proxy:
    updating currency: Indian Rupee ()
    opening connection with no proxy:
    updating currency: Australian Dollar ()
    opening connection with no proxy:
    updating currency: Chilean Pesos ()
    opening connection with no proxy:
    updating currency: Romanian Leu ()
    opening connection with no proxy:
    updating currency: Indonesian Rupiah ()
    opening connection with no proxy:
    updating currency: British Pound ()
    opening connection with no proxy:
    getting history using url: https://www.alphavantage.co/query?function=TIME_SERIES_DAILY_ADJUSTED&symbol=SLA.L&apikey=RIRAJLLRHL1E8X4L&datatype=csv
    opening connection with no proxy:
    security updated current: Standard Life Aberdeen Plc
    local file is newer than sync file. local=Wed Jan 08 20:02:01 GMT 2020 synced=Wed Jan 08 19:55:28 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    Error when scanning for attachment subfolders: com.dropbox.core.NetworkIOException: Connection dropped by server
    local file is newer than sync file. local=Wed Jan 08 20:02:53 GMT 2020 synced=Wed Jan 08 20:02:10 GMT 2020
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false

    Does this help identify the problem?

    Peter Carne
    [email blocked]

  11. 11 Posted by Peter Carne on 20 Jan, 2020 07:20 PM

    Peter Carne's Avatar

    I had sent an email with a copy of the error log in the body of the email. I think this was blocked. So see the attached error log file.

  12. 12 Posted by dwg on 20 Jan, 2020 09:00 PM

    dwg's Avatar

    I'm a fellow user.

    There are some things in the error log that bother me, some of which I think support should take a look at.

    1. The software is trying to load the netsync extension, this extension is out of date and no longer used, it could possibly be a problem. This is an extension I would remove.

    2. You appear to have the Dropbox client installed but it appears you could be using Dropbox connection as the syncing method. If this is the case I do not understand the reason for taking this approach.

    3. Adding a Transaction in the QIF format is throwing an error, that is odd and one for support I think, unless there is something obviously wrong in the QIF file and that is worth at least checking.

    4. It looks like Dropbox is resetting the connection when the API is trying to talk to it. Something else for support.

  13. 13 Posted by Peter Carne on 20 Jan, 2020 09:11 PM

    Peter Carne's Avatar

    I don’t know how to do any of what you suggest. How do I get support involved?

    Peter Carne
    [email blocked]

  14. 14 Posted by sth on 20 Jan, 2020 09:12 PM

    sth's Avatar

    Peter,
    A couple of things. One is to remove the "netsync" extension or update it. That is probably not your issue.

    It seems that your qif file is not correct. There is an error on the import after the 3rd transaction.

    Created account 'Imported Liability' (LIABILITY)
    >>>> added QIF txn: D = 20/01/2020; P = BILL PAYMENT VIA FASTER PAYMENT TO STARLING BANK REFERENCE HOLIDAY , MANDATE NO 114       , 500.00; T = -500.00;  20200120 BILL PAYMENT VIA FASTER PAYMENT TO STARLING BANK REFERENCE HOLIDAY , MANDATE NO 114       , 500.00 -50000
    >>>> added QIF txn: D = 20/01/2020; P = CHEQUE PAID IN AT WILMSLOW                                                                , 500.00; T = 500.00;  20200120 CHEQUE PAID IN AT WILMSLOW                                                                , 500.00 50000
    >>>> added QIF txn: D = 17/01/2020; P = BANK GIRO CREDIT REF RBS GROUP PENSION, 0404245                                           , 80.99; T = 80.99;  20200117 BANK GIRO CREDIT REF RBS GROUP PENSION, 0404245                                           , 80.99 8099
    Exception in thread "AWT-EventQueue-0" java.lang.IndexOutOfBoundsException: Index 4609 out of bounds for length 0
    
    The three transactions seem to be the same and then the crash trace shows up. I would open the qif file in an editor and see what it looks like. It may have some weirdness that MD is not programmed to handle. There is no official standard for qif / qfx file formats. This may be something that MD needs to be tweaked to handle and the developers would probably like to see that qfx file that is causing problems.

    I also see that you are syncing by dropbox connection. It shows that the connection was dropped for one transaction. Drop box connection will lose transactions if the dropbox server is not online at the moment. I think that Dropbox Folder is more reliable in many cases. But YMMV.
    -Scott (Not IK Support)

  15. 15 Posted by sth on 20 Jan, 2020 09:14 PM

    sth's Avatar

    Peter,

    Support is supposed to be monitoring these threads. But sometimes doesn't get around to helping. Possibly start a "private thread" and post the qfx file that is causing the problem may help. Let us know what the resolution is.

  16. 16 Posted by Peter Carne on 20 Jan, 2020 10:34 PM

    Peter Carne's Avatar

    There are only two extensions and neither are “netsync” so don’t know how to remove. I am looking at Manage Extensions via the Extensions menu drop down list. Should I be looking somewhere else?

    Peter Carne
    [email blocked]

  17. 17 Posted by sth on 20 Jan, 2020 10:56 PM

    sth's Avatar

    You can try to remove it manually. Quit MD if it is open.
    Press the option key and use the "Go" menu in the finder to access the Library folder.

    Then navigate to the following folder:
    Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance/fmodules

    You should see a list of files ending in .mxt. Remove the one listed as netsync.mxt

  18. Support Staff 18 Posted by Sean Reilly on 21 Jan, 2020 02:21 PM

    Sean Reilly's Avatar

    Hi Peter,

    Thanks for your patience and the detailed information to track down this error. I've filed it as a bug in our system and have put a high priority on a fix. In the meantime, it may help to do the import from the home/summary screen so that an account register isn't open at the time of import. I know that's inconvenient, but it might help get past this roadblock.

    Thanks,
    Sean

    --
    Sean Reilly
    Developer, The Infinite Kind
    https://infinitekind.com

  19. 19 Posted by Peter Carne on 23 Jan, 2020 08:39 AM

    Peter Carne's Avatar

    Importing from the home/summary screen does not make any difference to the problem. In any case I’ve always imported when on the this screen.

    Peter Carne
    [email blocked]

  20. 20 Posted by Peter Carne on 13 Feb, 2020 07:20 AM

    Peter Carne's Avatar

    Any progress on this issue? I am still having the same problem of Moneydance freezing when importing statements.

    Peter
    [email blocked]

  21. Support Staff 21 Posted by Maddy on 14 Feb, 2020 11:30 AM

    Maddy's Avatar

    Please accept my sincere apologies for the delay in responding to your query, Peter!

    While our development team is currently working on the issue . Would it be possible for you to import your data using OFX/QFX files, if available?

    Also, are you able to confirm if it possible that there was a second Moneydance window open, showing a register during the import?

    Thank you

    --
    Maddy, Infinite Kind Support

  22. 22 Posted by Peter Carne on 14 Feb, 2020 11:55 AM

    Peter Carne's Avatar

    Not sure how to import data using OFX/QFX. How would I do that?
    I can confirm that no second Moneydance window is open when importing data.

    Peter
    [email blocked]

  23. Support Staff 23 Posted by Maddy on 14 Feb, 2020 12:28 PM

    Maddy's Avatar

    You can use a web browser to download data from your bank's web site.
    You can download transactions into QFX or OFX files, if these formats are available

    To make the download process easier, you can open your bank's download page directly by selecting Online --> Open Account Website from within Moneydance.

    For further details on manual downloads, please refer to this article of the Knowledge Base.

    I hope this information is helpful. Please let me know if you have further questions or need any assistance.

    --
    Maddy, Infinite Kind Support

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