After updating the latest 2024 version today, mobile app does not sync anymore

nicholastaygt's Avatar

nicholastaygt

18 Apr, 2024 04:32 PM

The transactions stop syncing with my mobile app after I updated my desktop Moneydance latest version.
I have tried to disconnect my desktop sync and mobile app sync and then reconnect the sync again but it still does not resolve the issue.

  1. 1 Posted by nicholastaygt on 22 Apr, 2024 11:32 AM

    nicholastaygt's Avatar

    Can anyone please help? My mobile and desktop window copy still cannot sync.

  2. 2 Posted by derekkent23 on 22 Apr, 2024 02:13 PM

    derekkent23's Avatar

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

    It would help support and others to help you if you posted the following.
    Your computer operating system.
    Version and build of Moneydance .e.g. 2024.1(5118)
    Type of mobile app Android or iOS
    What Moneydance sync method Dropbox Folder, Dropbox Connection or iCloud Drive.
    Do you see any messages when you try to sync.
    Close Moneydance on your computer and post the Moneydance log error.log.

  3. 3 Posted by nicholastaygt on 23 Apr, 2024 06:09 AM

    nicholastaygt's Avatar

    Hi,

    I am not receive any help for the sync issue I am facing.

    Regards
    Nicholas Tay

    On 19 Apr 2024, at 12:34 AM, Infinite Kind <[email blocked]> wrote:

    
    [The Infinite Kind]<https://infinitekind.com/> The Infinite Kind technical support: infinitekind.com/help<https://infinitekind.com/help>
    email: [email blocked]

    Hello nicholastaygt!

    This is an automated response to let you know that we've received your request:

    After updating the latest 2024 version today, mobile app does not sync anymore

    and will respond as quickly as possible. Answers to many common questions can be found in our knowledge base<https://infinitekind.tenderapp.com/kb> and user guide<https://infinitekind.tenderapp.com/kb/user-guides/moneydance-2015-user-guide>.

    Based on your support request, we think you may find the following articles from our FAQ helpful:

      * Syncing with the Mobile App<https://infinitekind.tenderapp.com/kb/syncing-and-sharing-data/syncing-with-the-mobile-app>
      * Upgrading from 2011 and Earlier Versions<https://infinitekind.tenderapp.com/kb/purchasing-and-upgrading/upgrading-from-2011-and-earlier-versions>
      * Upgrading from 2012 and Newer Versions<https://infinitekind.tenderapp.com/kb/purchasing-and-upgrading/upgrading-from-2012-and-newer-versions>

    We'll send an email to you (at [email blocked]) when we update your support request. Alternatively, you can keep track of this conversation online<https://infinitekind.tenderapp.com/discussions/iphone-ipod-touch-ipad-android-app-questions/18164-after-updating-the-latest-2024-version-today-mobile-app-does-not-sync-anymore>.

    Thanks again!

    Sincerely,
    The Infinite Kind

    Be a part of the Community: Blog<https://infinitekind.com/blog> | [Twitter] <https://twitter.com/theinfinitekind> | [Facebook] <https://facebook.com/MoneydanceApp>

    You have been sent this message because you recently opened a help request with The Infinite Kind.

  4. 4 Posted by Stuart Beesley ... on 23 Apr, 2024 06:33 AM

    Stuart Beesley (Mr Toolbox)'s Avatar

    It would help support and others to help you if you posted the following.
    - Your computer operating system?

    • Version and build of Moneydance .e.g. 2024.1(5118)?

    • Type of mobile app Android or iOS?

    • What Moneydance sync method Dropbox Folder, Dropbox Connection or iCloud Drive?

    • Do you see any messages when you try to sync?

    • Close Moneydance on your computer and post the Moneydance log error.log?

  5. Support Staff 5 Posted by Maddy on 23 Apr, 2024 11:46 AM

    Maddy's Avatar

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

    In order to determine what might be causing the problem, please can you provide the information below:

    • Which version and build of Moneydance are you using? To check, open Moneydance and select Help-> About Moneydance

    • Did you have to restore from a backup for some reason?

    • Is your data file stored in the default location?

    • 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?

    --
    Maddy, Infinite Kind Support

  6. 6 Posted by nicholastaygt on 23 Apr, 2024 12:24 PM

    nicholastaygt's Avatar

    hi Maddy,

    My current version is 2024.1
    I didn't restore from a backup, I simply installed the upgrade.
    My data file is not stored in the default location. I have been using Moneydance for the last 3 years and I have never stored my moneydance file in the default location and there wasn't any issue.
    I am using Dropbox Connection as a sync method.
    Starting about 5 days ago after I upgraded, whatever I entered in my mobile or desktop does not sync with each other anymore.
    I have tried to disconnect both my desktop and mobile sync and re-entered my Dropbox login and it is not working.
    I did not get any error message when I close Moneydance, a bar appeared and said backup and syncing and then closed. That's it.
    Please let me know what other information you need to help me resolve this problem.

  7. Support Staff 7 Posted by Maddy on 23 Apr, 2024 12:36 PM

    Maddy's Avatar

    We would recommend relocating your data file:

    • To achieve this, after launching Moneydance, navigate to Extensions->Manage Extensions and install the Toolbox.

    • Select the Update function (from within the Toolbox) and navigate to Menu: General Tools->Relocate this dataset back to the default 'internal' location.

    If this alone doesn't fully fix the problem. Please send us you Moneydance error logs and we will investigate further.

    To locate them, navigate to Help->Console Window and the bottom left, click on the arrow. Select Copy to Clipboard and attach or paste the full content in your next reply.

    Alternatively, you should 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

  8. 8 Posted by nicholastaygt on 26 Apr, 2024 03:13 AM

    nicholastaygt's Avatar

    I have done the steps to Relocate this dataset back to the default "internal location" but it does not resolve the issue.

    As requested, this is the information I copied and paste from the Help Console Window and attached as a file for you.

    My latest data are on my desktop. Is there a way to delete the Dropbox file and reset everything using my desktop copy to re-setup the sync? Will this possibility an easier way to solve the issue?

  9. 9 Posted by Stuart Beesley ... on 26 Apr, 2024 05:26 AM

    Stuart Beesley (Mr Toolbox)'s Avatar

    Ok. You have hit this problem. Refer:

    https://infinitekind.tenderapp.com/discussions/problems/99542-secur...

    The graphing system is crashing and I expect that’s killing everything else. We need to fix this first.

    In short, when you upgraded, an old Java jar file was left behind, and now you have two.

    This is the latest file:

    jfreechart-1.5.4.jar
    
    And you will find another older one in your Moneydance install directory.

    The quick fix is to uninstall moneydance, making sure the ProgramFiles \ Moneydance folder is completely gone (or renamed) and then install a fresh version. Of course, backup first and do not remove your data files, ONLY the application folder. If it were me, I would probably just quit MD, manually rename the \ ProgramFiles \ Moneydance folder. Then install Moneydance again.

    Let us know. If errors continue, send a new help/console after this.

  10. 10 Posted by Stuart Beesley ... on 26 Apr, 2024 05:32 AM

    Stuart Beesley (Mr Toolbox)'s Avatar

    … in fact I can see that you also have issues in the log with old Dropbox API jar files too. So, yes definitely the same issue!!!

  11. 11 Posted by Stuart Beesley ... on 26 Apr, 2024 05:58 AM

    Stuart Beesley (Mr Toolbox)'s Avatar

    … and we would be interested to hear what your old version was before upgrade, and whether you had any install/upgrade issues, and in fact how you normally install/upgrade?

    Thanks.

  12. 12 Posted by nicholastaygt on 28 Apr, 2024 02:56 AM

    nicholastaygt's Avatar

    It is finally resolved! Thank you very much. I was so unsettling the last one week when I can't get it to sync.
    I rename the Moneydance folder under Program files and reinstalled and it started to sync immediately.
    I can't remember by last version but I last upgraded on 10th Dec 2023.

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