Moneydance App Crashing

Martin Ward's Avatar

Martin Ward

20 Nov, 2019 11:11 AM

Installed Moneydance on Windows Desktop for evaluation. Created sync with Dropbox. Entered dummy transactions exited and synced OK.

Installed Android App, searched and found Dropbox file/folder. Entered Passphrase. Begin Syncing. Get Message Moneydance has stopped. Try again and get Moneydance keeps stopping. Only option to close app. Any suggestions

  1. Support Staff 1 Posted by Maddy on 20 Nov, 2019 01:22 PM

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    Hi Martin,

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

    Can you try resetting Dropbox syncing to see if that fixes the issue you're seeing? First, go to File -> Syncing in Moneydance and disable Dropbox syncing. Then, close Moneydance and, using the Dropbox app or website interface, delete the:

    .moneydancesync

    folder in your Dropbox folder. Next, re-open Moneydance and re-enable Dropbox syncing. Finally, disconnect from Dropbox syncing on your mobile device and re-connect.

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

    --
    Maddy, Infinite Kind Support

  2. 2 Posted by derekkent23 on 20 Nov, 2019 03:19 PM

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

    I have noted a small number of users have issue with Moneydance’s build 1.15 for Android, it been around a long time.

    There is an Android beta build 2.0 that may work better with newer phones and Android 9.0. Note you must be running at least Android 7.1.1.

    If Maddy suggestion does not help or you want to try the new beta build to get a better user’s interface un-install Moneydance Mobile app build 1.15.

    Then:
    1. Use the Play Store app to find Moneydance.
    2. Click on the Moneydance icon to show the description of Moneydance.
    3. Scroll to the very bottom of the description and you should see
    Join the beta
    Try new features before they’re
    officially released and give your
    feedback to the developer.
    Join Learn more
    4. Click on Join and in the window that appears click JOIN.
    5. The screen now reads
    Joining beta...
    Adding your account to the
    Program. It may take a few minutes.
    6. Wait 60 seconds, then use the back key and click on the Moneydance icon again.
    7. The heading should now read Moneydance (Beta). Assuming it does click Install. If it does not go back to step 6.
    8. Once installed, start Moneydance app.
    9. The initial sync may take some time and the balances listed on the account page may be all zeros. Close the App and also the its background instance and then open the app again, balances should be OK from then on.

    Hope this helps.

  3. 3 Posted by Martin Ward on 25 Nov, 2019 08:35 PM

    Martin Ward's Avatar

    Many thanks. This has resolved issue.

    Regards,
    Martin

  4. 4 Posted by derekkent23 on 25 Nov, 2019 09:54 PM

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

    Glad I was able to help.

    Have Fun.

  5. 5 Posted by Mike on 20 Dec, 2019 07:45 PM

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    My mobile app crashes too and Maddy's advice doesn't work. It happens when I try to open one of my synced accounts. What can I do?

  6. 6 Posted by derekkent23 on 20 Dec, 2019 08:07 PM

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

    Assuming your phone is a Android phone did you check which version of Android it is running to see if
    https://infinitekind.tenderapp.com/discussions/iphone-ipod-touch-ip...

    might help you?

    Hope this helps.

  7. 7 Posted by Mike on 20 Dec, 2019 08:41 PM

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    I’m using an iPhone 6s. The issue began a couple of years ago and I’ve not been able to fix it.

  8. 8 Posted by derekkent23 on 20 Dec, 2019 10:00 PM

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

    Perhaps as your phone is not Android start a new thread.
    Post again your phone type, plus the mobile Moneydance build.
    Also what are the other devices you are syncing, the operating systems they have and the version and build of Moneydance they are running.
    Provide as much information on whats going wrong and detail what you have tried.

  9. 9 Posted by Ted on 13 Feb, 2020 04:46 PM

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    I'm replying here since it's the most recent thread addressing the crashing issue. I've noticed the app failing to start for months now, but I keep forgetting to look for a solution here.

    Following derekkent23's advice above, I switched to the beta program and downloaded the new version. Finally the app started up, but it's been performing the "initial sync" for almost an hour now. The app was previously synced, but it looks like it's starting from zero. After an hour, I have a negative $100k+ balance in my checking account because it seems to have downloaded every debit but not a single deposit. There are also asset accounts that have been long removed (cars sold previously, etc.).

    I gave up and disconnected the account, which removed all data. I re-selected my Dropbox data, and it's been syncing for 15 minutes. Because it's starting from scratch, I can't open the accounts and see what's been downloaded so far. It's odd because the sync folder is 300MB. Desktop initial syncs complete in less than a minute. What's the app doing that takes so long? To eliminate the obvious, my phone is on the same 5GHz WiFi as my laptop, using GB internet (measured closer to 450MB).

  10. 10 Posted by derekkent23 on 14 Feb, 2020 09:04 AM

    derekkent23's Avatar

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

    A newly installed app would start from ground zero. Its my understanding the beta is the first step in expanding the user interface on mobile devices. To this end all data is synced to the phone not just a small portion of the data. Thus, initial syncing will take longer, but in my case at least, minutes not hours. I occasionally switch data sets, on the phone by selecting disconnected on the Moneydance app, waiting for a list of data sets to appear and then re-connection. The only issue I have with the initial sync after waiting save 5 minutes is the balances listed on the account page are all zeros. Closing the App and also the its background instance and then open the app again, balances are then OK. Perhaps after installing the app power down you phone, then sync and after that close the app and power down again.

    If that does not work perhaps you could post some more information.

    What version and build of Moneydance are you running on your computer e.g. 2019.4(1903).
    What is your computers operating system?
    Is your set up just one computer and an Android phone? What version of Android is it running?
    On your computer are you using the sync method Dropbox Folder or Dropbox Connection?
    Are you syncing more than one data set?
    Is there more than one alphanumeric folder in the .moneydancesync folder in Dropbox?
    You mentioned Assist Accounts. I don’t have that type of account so can’t confirm if there is an issue with them.

  11. 11 Posted by Ted on 15 Feb, 2020 03:25 PM

    Ted's Avatar

    Thank you for the reply. I tried disconnecting a second time and re-selecting the sync folder. After more than an hour, it's still spinning reading "Performing initial sync. This may take a while..." When I switch away from the app, or accidentally turn the phone sideways and change orientation, the sync message disappears and I'm back at the screen to enter my password and begin syncing. I know the password is correct, because intentionally typing a gibberish password results in an "Incorrect Password" message.

    The app is on Android 10 build QQ1A.200205.002.

    The desktop is Windows 10, MD 2019.4 (1888). Despite having beta checked, 1903 isn't an option when I check for updates. I suppose I should download it manually to see if that helps. It's using the shared folder method to sync and worked fine with the previous app version until it stopped working altogether.

    I'm syncing only one dataset, and there's only one alphanumeric folder in the chosen sync folder.

    The asset accounts are probably just a symptom of the overall problem. When the app was sort of working, it appeared to be loading from oldest to newest. With 17 years of data, I would imagine some accounts would appear and then disappear as it loaded them all.

    I've uninstalled the app and will try your suggestion above: install, power down, sync, power down again. I'll report back with the results.

  12. 12 Posted by Ted on 15 Feb, 2020 04:06 PM

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    Update: after reinstalling the app and restarting the phone in between each step, the app sat on the password entry screen for about 20 minutes with the "Performing initial sync...." message. After about 20 minutes, it switched to a partial list of my accounts with zero balances. It still has the initial sync message, but now it's down at the bottom of the screen. I'm trying to let it alone, but there's a limited amount of time I'm able to not use my phone. I'll report back if anything changes, just in case it helps someone else.

  13. 13 Posted by derekkent23 on 15 Feb, 2020 04:43 PM

    derekkent23's Avatar

    I am not support staff just a user.
    Hi Ted

    You state you are using the sync method Shared Folder. I assume you have set up a shared folder in Dropbox? It would only work if there was an existing folder called “.moneydancesync” in the root of the Dropbox folder or you created a folder of that name. “.moneydancesync” would need to be selected as the shared folder. I would suggest you restore a backup of your data set and try Dropbox Folder or Dropbox Connection.

    Hope this helps

  14. 14 Posted by Ted on 15 Feb, 2020 04:53 PM

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    Yes, I use a shared folder in Dropbox. The sync has worked fine for over a year. I no longer remember whether I chose "Dropbox Folder" or "Dropbox Connection" when I set it up initially. When I select the sync menu from the desktop, it shows just "Shared Folder." I'm not willing to mess with the working desktop sync because the primary need is to sync with my wife's Mac. We both were trying to use the Android app so that we could enter transactions as they happened instead of waiting to see them on the desktop and trying to remember what those charges are.

    In the meantime, 42 minutes later the Android app is still performing initial sync. Initially an old house showed up in the assets, but now it's no longer there, making me think it's loading data from old to new. I'll give it another hour and see if it can finish the initial sync during that time.

  15. 15 Posted by Michael Frontie... on 15 Feb, 2020 04:58 PM

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    Thanks for the updates! I’m following along and looking forward to your results.

    Mike

  16. 16 Posted by derekkent23 on 15 Feb, 2020 05:14 PM

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    I am not support staff just a user.
    Hi Ted

    Not messing with your data set was why I suggested using Moneydance’s Restore From Backup. You can create a backup using Export backup. The restore backup has a different name to that or the original data set so you don’t loose or change your original data set. It is important that you restore a backup on you primary syncing computer the one you can change the syncing method on, not the secondary computer was the syncing method is fixed. You can switch between your original data set and the restored backup using FILE (MONEYDANE on Mac – OPEN. When loaded the original data set will still sync to your wife’s computer. The restore backup is just to test syncing between your computer and phone.
    The only reason to use the syncing method Shared Folder is if you and your wife have different Dropbox accounts. Is this the case?

    Hope this helps

  17. 17 Posted by Ted on 15 Feb, 2020 06:17 PM

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    Success! I wasn't watching the time exactly, but it took the app about 1.5 hours to perform the initial sync. The balances and accounts seem to match the desktop. The only discrepancy is a zero-dollar account called "Finances" which doesn't exist on the desktop. I'm willing to deal with it as long as the rest works fine.

    Thanks for helping troubleshoot, derekkent23. Yes, we have different accounts, but it all seems moot now as the app appears to be working.

  18. 18 Posted by derekkent23 on 15 Feb, 2020 06:40 PM

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    I am not support staff just a user.
    Hi Ted

    Really glad its sorted.

    Don’t know why it’s taken so long to sync.

    I did a test, restored from backup, sync the restore backup using Shared Folder, disconnected on by phone and selected the restored backup data set, syncing took less than two minutes.

    Be interested to see how long a new added transaction takes to sync.

    Have Fun.

  19. 19 Posted by derekkent23 on 15 Feb, 2020 07:06 PM

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    I am not support staff just a user.

    Just a thought on the Finance account.
    On your computer look under TOOLS – ACCOUNTS and see if Finances is in the list. If so, double click on it and ensure the INACTIVE box is ticked. On the next sync it should be removed from the phone.

    Hope this helps

  20. 20 Posted by Michael Frontie... on 17 Feb, 2020 03:46 AM

    Michael Frontiero's Avatar

    My app syncs and I can view my accounts page, but if I tap on any of the
    accounts to open them the app still crashes. Is there another file I should
    be syncing? I'm using whatever files Moneydance designated when I set it up.

  21. 21 Posted by derekkent23 on 17 Feb, 2020 09:36 AM

    derekkent23's Avatar

    I am not support staff just a user.
    Hi Ted

    Not shore what’s creating your issue but there are a number of things I can’t test based on the differences in set up. If in stating your setup I get it wrong please correct me. I don’t think if you are running 2019.4(1888) on both your computers this is the issue. I downloaded 2019.4(1903) the latest preview build from https://infinitekind.com/preview

    1. We are both running Moneydance beta mobile 2.0. You state your phone is using Android 10 build QQ1A.200205.002 mine is using Android 9 build PPR1.180610.011.A405FNXXU2ASJ1 so that is a difference. Hence my suggestion that you restore a backup and just sync your computer using Dropbox Folder and just your phone running beta 2.0 Don’t sync to your wife’s computer. This test may indicate if the issue is the fact that your phone running Android 10, in which case the developer would need to look into this.
    2. I use Dropbox Folder on three computers and Dropbox connection on the fourth. Also synced to two phones one Android 6.0.1 Moneydance mobile 1.15, the other Android 9 Moneydance mobile beta 2.0. You are syncing one computer using Shared Folder, the shared folder being “.moneydancesync” in Dropbox, plus a phone Android 10 with Moneydance mobile beta 2.0. Your wife is also syncing her computer using a different Dropbox account to which you have shared the folder “.moneydancesync” in your account. Although I did a short successful test using a restored from backup data set syncing between one computer, synced using Shared Folder and my Android 10 phone this was with a single Dropbox account. The developer would need to comment if your setup could be the issue.

    If you are prepared to do the restore from backup test then the results could narrow the field of possible issues. After that I think maybe I should post a link to your posts on Sean’s the Moneydance developer’s slack site in the hope he will respond. No guarantees. Or perhaps support could offer some guidance.

    Hope this helps.

  22. 22 Posted by derekkent23 on 17 Feb, 2020 10:11 AM

    derekkent23's Avatar

    I am not support staff just a user.
    Hi Ted

    Sorry, in making my last reply I did not realise the post I was responding to was not a post by you.

    I assume you are still OK?

    Hi Michael Frontie

    Can I suggest you start a new discussion providing details of your setup and you issue?
    You can see what happens when different users try to use the same discussion to air their problems. Things get mixed up.

  23. 23 Posted by Ted on 30 Mar, 2020 08:53 AM

    Ted's Avatar

    @derekkent23, my apologies for the late reply. I've had the re-installed app on my phone a month. Every time I open it, the message at the bottom reads "Performing initial sync: This may take a while..." This might be the standard sync message; I've forgotten. It then spins for about 2 minutes, after which the accounts and balances match the desktop. I haven't tried entering a transaction from the app because I'm usually not willing to wait 2 minutes for the sync to complete. I suppose I should see what happens if I open the app and enter a transaction during the initial sync message.

    I'm curious if it will make it to the desktop version whether or not I wait for the sync to complete.

  24. 24 Posted by derekkent23 on 30 Mar, 2020 09:29 AM

    derekkent23's Avatar

    I am not support staff just a user.
    Hi Ted

    My experience is when you initially set up syncing to the beta build of Moneydance Android app that the initial sync can take some time. It takes longer than the old app due to the fact that all your data is now being synced as the first step in expanding what you can do on your phone. After this initial sync the next time I open the app on my phone the message, “Performing initial…”, only last 5 seconds. This is due to the fact that only transaction changes are now being synced, as with the old app.

    The 5 second is not long enough to see what happens if I try to enter a transaction on my phone in this period.

    Hope this helps.

  25. 25 Posted by Ted on 30 Mar, 2020 09:37 AM

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    Strange. I closed the app and started it again. This time it synced faster, but it was still about 30 seconds. Still not enough time to enter a transaction. I suppose my issue can be considered solved and I'll (try to) go back to entering transactions as they occur in the app. Thanks for your continued support of fellow users.

  26. 26 Posted by derekkent23 on 30 Mar, 2020 09:52 AM

    derekkent23's Avatar

    I am not support staff just a user.
    Hi Ted

    Let us know how you get on in the future.

    Have Fun.

  27. System closed this discussion on 29 Jun, 2020 10:00 AM.

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