iOS app keeps freezing
Martin
Per the subject, I cannot rely on the iOS iPad app anymore. It continually freezes. I’m not using the iCloud but am still using Dropbox because my main program is on a Microsoft desktop that doesn’t use iCloud.
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1 Posted by rteigland on Aug 31, 2022 @ 12:36 AM
I/we are experiencing the same thing on our iPhones... lockup or can't even bring app up
Drop box user also and I entered a ticket with the Moneydance technical support team.
Support Staff 2 Posted by Jenny on Aug 31, 2022 @ 10:02 AM
Hi Martin,
Sorry to hear about the problems you've encountered.
Can you let me know which version and build of Moneydance you're running on the computer? 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.
Did you purchase Moneydance from our website directly? I wasn't able to locate your purchase history using your email address. If you've purchased from our site, let me know of any other email addresses you may have used. Or is it possible you purchased Moneydance from a third party like the Mac App Store or the Microsoft Store?
--
Jenny, Infinite Kind Support
3 Posted by Martin on Aug 31, 2022 @ 01:21 PM
Jenny,
My registered email is [email blocked] and I am fully licensed for the latest version.
However, the problem is the iOS App and not the Microsoft based version.
As I stated, if regularly freezes. I have it operating on an iPad Air and iPad Pro and it freezes on both iPads whether I delete and start again or not.
Regards,
Martin
Sent from Proton Mail for iOS
Support Staff 4 Posted by Maddy on Aug 31, 2022 @ 01:41 PM
Can you send us your Moneydance error logs? The logs should include information that will help us pinpoint the cause of the problem.
They are saved on your computer as an errlog.txt file.
Please do this on the computer where your data is stored in the default location and were you started the syncing process.
~/Library
This will pull up your local Library folder, and you can then navigate to the locations below to find the file.
~/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance/errlog.txt
or:
~/Library/Application Support/Moneydance/errlog.txt
C:\Users\(YourUserName)\.moneydance\errlog.txt
Thank you!
--
Maddy, Infinite Kind Support
5 Posted by Martin on Aug 31, 2022 @ 09:27 PM
Dear Support Staff,
I’m not sure if you’re really reading this correctly.
There.is.nothing.wrong.with.the.main.program.
It is the iOS app that keeps locking up and prevents me from using it to enter transactions.
Sent from Proton Mail for iOS
Support Staff 6 Posted by Maddy on Sep 01, 2022 @ 08:35 AM
Since the iOS App is not a standalone app (as outlined here) and it relies on the desktop version to function, usually the starting point is providing the error log generated in the desktop version of the software for us to determine what might be causing a problem.
Additionally, please be reassured that the majority of our customers are reporting success when running the iOS mobile App, so if you are open to provide us the information we require to diagnose the issue, we would be really happy to look into it for you.
Which version and build of Moneydance are you using (ie.: Moneydance 2022.5 (4091)? To check, open Moneydance and select Moneydance/Help --> About Moneydance
Can you let me know which operating system you're running on your computer?
Did you have to restore from a backup for some reason? This would interrupt the sync relationship.
Is your data file stored in the default location?
Please note: if you are syncing your data with a mobile device, or another system - you should NOT move your data file to a shared folder location, like Dropbox. The file should remain on your local system if your data is being synced or shared, as outlined here.
When you navigate to File->Syncing which sync method do you have selected? Dropbox Folder, Shared Folder,Dropbox Connection?
Finally, is your most recent data showing on your iPad or on your computer?
Thank you
--
Maddy, Infinite Kind Support
7 Posted by Martin on Sep 01, 2022 @ 09:23 PM
I understand that, however the desktop is only used every quarter to sync the data saved to Dropbox from the iOS app. Since you changed the iOS app to use iCloud it has ceased to work as advertised. It sits in an endless loop syncing and when I try to do an entry it sometimes freezes. I have changed the settings everywhere I can find to stop using the iCloud.
I refuse to pay Apple to increase the iCloud size and your ‘new’ feature automatically added seems to breaks the app.
Your answers are very frustrating. I’m on the verge of deleting the iOS app completely and just using the desktop forgoing the use of cloud (Dropbox) syncing entirely. When this latest version of Moneydance renewal (done in August 2022 on Windows V10 expires, it will be time to change to something else.
Sent from Proton Mail for iOS
8 Posted by Martin on Sep 01, 2022 @ 11:46 PM
I believe I’ve determined the cause of the problem.
When the iOS app was recently updated, it looks like it added all the entries back on to Dropbox effectively increasing the amount of files to qty 832.
I have gone to the windows 10 desktop program, which by the way conforms to the requirements you laid out, and performed a synch.
I have then deleted the whole backup from Dropbox and initiated a new synch. The iOS app was also reinitialised to start afresh.
The iOS app no longer has to deal with so many files. It seems to look at all of them.
By the way, the above ‘cleansing’ is what I have to every single time I run the master program on the windows 10 desktop when I do a reconcile.
Regards,
Martin
Sent from Proton Mail for iOS
Support Staff 9 Posted by Maddy on Sep 02, 2022 @ 11:26 AM
Unfortunately we will not be able to assess the problem unless you reply the questions asked previously. Only in this way we can determine what is causing the issue (in your specific case) and offer you support.
Which version and build of Moneydance are you using? To check, open Moneydance and select Moneydance/Help --> About Moneydance -
Can you let me know which operating system you're running on your computers?
Did you have to restore from a backup for some reason? This would interrupt the sync relationship.
Is your data file stored in the default location?
Please note: if you are syncing your data with a mobile device, or another system - you should NOT move your data file to a shared folder location, like Dropbox. The file should remain on your local system if your data is being synced or shared, as outlined here.
When you navigate to File->Syncing which sync method do you have selected? Dropbox Folder or Dropbox Connection?
Finally, is your most recent data showing on your phone or on your computer?
Thank you for replying the above questions.
--
Maddy, Infinite Kind Support
Support Staff 10 Posted by Maddy on Sep 02, 2022 @ 11:29 AM
Alternatively, you could send us a copy of your Moneydance error logs, the logs should include information on what might be causing the issue.
They are saved on your computer as an errlog.txt file. You need to navigate to: Local Disk(C:)>Users>Your Name>.moneydance>errlog.txt
Finally you can copy the full content into your next reply here.
Thank you
--
Maddy, Infinite Kind Support
11 Posted by Martin on Sep 02, 2022 @ 09:52 PM
I did reply and you didn’t listen.
Why would there be errors on the main program when it’s not even running?
The “add on” iOS app that was recently updated to have iCloud connectivity is broken.
It is writing a massive amount of files every time I enter a transaction.
I temporarily removed the freezing by syncing the desktop program and then deleting the files on Dropbox.
I then re-authorised my Dropbox to sync again.
As you can see in the screenshot below, there were 30 more files from just one day of entered transactions.
It is my view that the iOS program is adding too many files every time I enter a transaction and that increases the sync time or freezes the program.
Fixing the iOS app will stop the problem.
Sent from Proton Mail for iOS
12 Posted by Stuart Beesley ... on Sep 11, 2022 @ 07:00 AM
Broadly speaking, every change to a record creates a sync txn. A sync txn contains the whole record. You may get several changes into one txn file.
You can use toolbox. Advance mode. Force push refresh sync to refresh sync and remove the txn files.
System closed this discussion on Dec 11, 2022 @ 07:10 AM.