Syncing blew up

Chris Amaden's Avatar

Chris Amaden

11 Sep, 2019 10:34 PM

Hi
     I have Moneydance installed on my Macbook Air, iMac, and iPhone. I've been able to use Dropbox Folder to sync up all three devices. I was having trouble on iMac in that I kept getting a Restored account with one transaction from 2018. I can't delete this Restored account, but right now I have a bigger problem (that may be related).
       I recently bought a new iPhone and when I opened up Moneydance it was old account information so I synched it with my Dropbox account - no problems, but then I went to my Macbook Air and the data was several months old. So I decided to set-up synch again on the Macbook Air. It connected to my Dropbox Folder but the data this time is even older! I confirmed that my Dropbox account was current. My account is named Amaden and Moneydance named this second connection to my Dropbox folder Amaden2 on the Macbook Air. So I can open either Amaden or Amaden2, both of which are out of date but circa different times.
       Please help me get my Moneydance on my Macbook Air correctly synched up with my account stored on Dropbox.
Thanks,
Chris

  1. 1 Posted by derekkent23 on 12 Sep, 2019 05:24 PM

    derekkent23's Avatar

    I am not support staff, just a user.

    For me, support or others to suggest a way forward some more information would be helpful.
    On your two computers are you running the same version and build of Moneydance e.g. 2019.4(1888)?
    Does either of your two computers show correct up to date data?
    Have to done a search for all your data sets, it sounds like you have at least 2. Amaden and Amaden2. A data set is a folder not a file containing other folders and files with the naming convention yourdatasetname.moneydance. The default location for a data set can be found under HELP – SHOW DOCUMENT FOLDER. Have you at any time moved your data set to another location including on to Dropbox.
    The data set name Amaden2 seems to indicate at some time you have done a RESTORE FROM BACKUP of an automatic Moneydance backup. Have you set up automatic backup under PREFERENCE – BACKUP an if so, can you locate these backups files, they have the naming convention yourdatasetname.yyyy-mm-dd.moneydancearchive? If you use Moneydances manual backup EXPORT BACKUP they have the naming convention yourdatasetname yyyymmdd-tttt.moneydancearchive. Can you locate any resent backups?

  2. Support Staff 2 Posted by Maddy on 12 Sep, 2019 05:51 PM

    Maddy's Avatar

    Hi Chris,

    I can see you’ve received a reply from one of our knowledgeable Moneydance customers.
    To add to this useful guideline, we can add that as soon as you can confirm in what device you keep the most up-to date data file, we'll be able to provide further assistance.

    Also, would you be able to confirm which version and build of Moneydance are you using?
    To check, open Moneydance and select Help --> About Moneydance (or Moneydance --> About Moneydance on a Mac) where the version and build number will be displayed.

    Can you let me know which operating system you're running on your computer/s?

    Thank you

    --
    Maddy, Infinite Kind Support

  3. 3 Posted by Chris Amaden on 13 Sep, 2019 06:09 PM

    Chris Amaden's Avatar

    Hi Derek,
       Thank you for your reply:
    - My iMac is 2019.3 (1880) and my MacBook Air is 2019.1 (1855) and when I check it says that it is up to date.
    - My iMac did show correct up to date until I started it today and it added even more Restored accounts with seemingly random transactions! It is getting worse, quickly.
    - When I first started having a Restored account, I copied my Moneydance folder on my MBA to the iMac. That made no change at the time, i.e. I still had one Restore folder with one transaction. I didn’t do anything with my Dropbox. It was only after I added in my new iPhone that my MBA account became jacked up.
    - No, I have not done a restore from backup. When I got the grossly out of date MBA result, I set up synch again on my MBA and that’s when Moneydance created the Amaden2 file/folder.
    - I have automatic backup on both machines with 5 backups. On my MBA, the dates for Amaden are 9/11, 8/21, 8/3, 7/31, and then Amaden2 has a date of 9/11. On my iMac, the dates are 9/6, 9/8, 9/9, 9/11, 913
           I will also answer the email questions I got from Maddy at Moneydance.
    Regards,
    Chris

  4. 4 Posted by Chris Amaden on 13 Sep, 2019 06:11 PM

    Chris Amaden's Avatar

    Hi Maddy,
         Thank you for your reply.
    -My most up-to-date information is on my iMac computer.
    - My iMac is 2019.3 (1880) and my MacBook Air is 2019.1 (1855) and when I check it says that it is up to date.
    - OS 10.14.6 on both machines.

    Chris

  5. Support Staff 5 Posted by Maddy on 13 Sep, 2019 06:23 PM

    Maddy's Avatar

    Thank you for the additional information, Chris.

    The restored account is orphan data that was left from a previous version of Moneydance. You should now be able to delete the transactions in them and then delete the Restored accounts without any negative effect, once updated to the latest free preview version:

    Moneydance 2019.4 (1888) is available to download from this page

    For a full list of improvements in the preview version, please refer to this page.

    Build 1881, included in the preview version: - prevent invalid 'orphan' transactions from re-surfacing non-existent accounts referenced by them (those 'Restored ...' accounts)

    To prevent issues syncing between computers, it is recommended to run the same version of Moneydance on both.

    To restore your data file into Moneydance choose File --> Restore from Backup (or 'Import New Account Set' from the Welcome window). Then navigate to and select the backup file.

    When you restore data from a backup file, a new data file will be created for use going forward. If the restored data file is in the default location, it's accessible from Moneydance via Help --> Show Documents Folder.
    Any data files stored here are accessible from the program by choosing File --> Open. Any files you've created or restored will be listed here.


    Finally, for further information on setting up syncing correctly, please refer to these articles:

    "Syncing with Other Computers" here

    "Syncing with Mobile App" here

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

    --
    Maddy, Infinite Kind Support

  6. 6 Posted by Chris Amaden on 13 Sep, 2019 06:44 PM

    Chris Amaden's Avatar

    Hi Maddy,
          Thank you for the guidance. I have downloaded the newest version from the link you sent me of Moneydance on both machines. I restored a back up from 9/11 on my iMac, then downloaded transactions. Before I open Moneydance on my MacBook Air or iPhone, please let me know what steps I should take to ensure that they synch up to the current and current dataset. Should I restore data on my MacBook Air?
    Thank you,
    Chris

  7. Support Staff 7 Posted by Maddy on 15 Sep, 2019 07:49 PM

    Maddy's Avatar

    Hi Chris,

    Firstly, it is not necessary to restore data on your MacBook Air.

    From your iMac, open Moneydance to access the file you'd like to share. Choose File --> Syncing. In this window you should pick a sync method.

    If you have the Dropbox client installed on your computer (in the default location) you'll see the 'Dropbox Folder' sync method.

    If you choose the 'Dropbox Connection' sync method, you'll be prompted to visit the Dropbox site and retrieve an authorisation code that you can enter into Moneydance.
    If you want to use a shared folder service other than Dropbox, choose the 'Shared Folder' sync method and navigate to the shared folder you prefer to use.

    You should also create and enter a syncing encryption password if you haven't already.

    On the other computer, open Moneydance and choose File --> New (or 'Create a new account set' from the Welcome window). Select 'Open Synced File'. Choose the same sync method as the original computer and authorise if required. Select your data file, and enter the sync encryption password to match the original computer.

    The steps to sync with another computer are also outlined in this article from the knowledge base.

    By following these steps, each computer will have it's own copy of your data file, and also backup files. Any changes are shared with the other computer using the sync files within the shared folder you picked. If you enter a test transaction on either computer, you'll see it appear on the other after a few moments.


    For syncing with the mobile app:
    Open Moneydance on the computer, to access the file you'd like to share. Choose File --> Syncing.

    In this window you should pick a Dropbox sync method. If you choose 'Dropbox Connection', you'll be prompted to visit the Dropbox site and retrieve an authorisation code that you can enter into Moneydance.
    You should also create and enter a syncing encryption password, if you haven't already.

    On your iPad, you can download the free Moneydance mobile app from the iOS App Store.
    When you open the mobile app, click on the blue 'Dropbox' title and logo at the top of the screen. This will allow you to connect with Dropbox and access your sync files. You should pick the file you want to view, and enter the syncing encryption password to match the computer.

    The steps to sync with a mobile device are also outlined in this article from 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

  8. 8 Posted by Chris Amaden on 15 Sep, 2019 09:57 PM

    Chris Amaden's Avatar

    Hi Maddy,
    It’s just not working. I think I need more help.
    I followed the directions on my iMac using Dropbox folder. On my MBA, I tried to File New, select the Open Synched File, but the name of the one I was using on my iMac was not available. I closed moneydance on my iMac, still unable to find the correct file in Dropbox. I went ahead and opened up the one that was there, it was indeed correct. I closed that out and opened up Moneydance on my iMac, and it opened with a messed up file. So I went to my backups and opened a file that appears to be current. However, when I go to Syncing, it says method is Don’t Sync. I have no option to change it to anything.
    Is there anyway I can set up a time to have someone walk me through this?
    Thanks,
    Chris

  9. Support Staff 9 Posted by Maddy on 16 Sep, 2019 09:24 AM

    Maddy's Avatar

    We are sorry to hear the problem persists, Chris

    I would recommend you reset your connection. This will involve disabling the current sync settings, deleting all trace of the sync from Dropbox, then setting up again from scratch.

    Before doing this, you should take a manual backup of each data file you use. To do this, open the file and choose File --> Export Backup. This will create a .moneydancearchive file that we can use to restore your data if there are any problems.

    I have provided the steps below:

    1. First disable Dropbox syncing in Moneydance via File --> Syncing. Change the sync method to "Don't Sync".
      Then close Moneydance and make sure the program is fully closed.

    2. Using a web browser navigate to the Dropbox website, and log in.
      Delete the entire .moneydancesync folder in your Dropbox folder.

    3. Then re-open Moneydance and navigate to File --> Syncing.
      Choose a sync method (you must select a Dropbox syncing method to sync with the mobile app).

    4. If you are syncing with the Moneydance mobile app - Sign out of Dropbox syncing on your mobile device and reconnect.
      If you have any un-synced transactions on your mobile devices then this process will delete any transactions not stored in the main data set. You'll want to manually enter any transactions like this before following the steps.

    5. If you are syncing with another computer, select File --> New, from the main program, or select "Create a new account set" from the Welcome window.
      Finally, select a sync method, choose your file, and enter the encryption password.

    Please let us know if the problem continues after following these steps, and we will troubleshoot further

    --
    Maddy, Infinite Kind Support

  10. Support Staff 10 Posted by Maddy on 16 Sep, 2019 09:53 AM

    Maddy's Avatar

    Hi Chris,

    Would you be available for a TeamViewer session today (Monday 16th) or Wednesday between, 8pm-10pm UK time.?
    Sean, our developer would like to take a look at the issue, for you.

    This will allow us to login into your system, to see what's happening. We can communicate in real-time, so hopefully this will help us get to the bottom of what's causing the problems.

    If you've never used TeamViewer before, you can download the Infinite Kind client from here - https://get.teamviewer.com/tikhelp

    When you open the program, Sean will be notified and he will try to connect. You should accept the connection and Sean will login.

    If you already have TeamViewer installed, open the program to see your ID and password. If you send us those details when you're ready to get started, Sean will try connecting to your system.

    Thank you

    --
    Maddy, Infinite Kind Support

  11. 11 Posted by Chris Amaden on 16 Sep, 2019 03:29 PM

    Chris Amaden's Avatar

    Hi Maddy
       Wednesday I’m available 8pm-9:30pm UK time. Should I try the reset you sent earlier or just let it stay until I can work with Sean?
    Thanks,
    Chris

  12. Support Staff 12 Posted by Maddy on 16 Sep, 2019 03:39 PM

    Maddy's Avatar

    Hi Chris,

    Thank you for confirming your availability.
    It'd be preferable to wait until Wednesday if you don't mind, and Sean will take care of it for you.

    --
    Maddy, Infinite Kind Support

  13. 13 Posted by Chris Amaden on 16 Sep, 2019 04:03 PM

    Chris Amaden's Avatar

    Will do. Thanks

    Chris

  14. 14 Posted by Chris Amaden on 18 Sep, 2019 06:18 PM

    Chris Amaden's Avatar

    Hi Sean and Maddy,
    My teamviewer ID is 1 393 975 379, password i85sq2
    Chris

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