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Lack of support

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Dana Linder

Jun 28, 2021 @ 05:27 PM

I submitted a huge issue I was having.

I moved my Google Drive folder and started getting errors every time I entered a transaction.
I couldn't find any reference to Google Drive anywhere in the program settings.
I got no response from Moneydance, just one nice user.

I have switched to Moneyspire. Moneydance is superior in almost every way (or I'm just used to how Moneydance works), but when I have an issue, I need support.
I understand that one of the purposes of this board is to ease your tech support burden, but at some point YOU need to step in.
I need to know that when I have an issue, there will be someone to help me, and I don't feel that way with Moneydance.
You have lost nothing financially, but you've lost a fan.

You, the company, need to monitor this board and jump in when there is a serious problem.

I am highly disappointed.

1. 1 Posted by Melissa on Jun 29, 2021 @ 04:59 PM

   

   Hi Dana,

   Please accept my sincere apologies for the delay in getting back to you. I’m afraid that your request for assistance was missed by the support team. I must apologise again for the poor level of service and lack of support you have received. I’d like to provide assistance if you’re still in a position to work through these issues. Please be assured we are putting systems in place to ensure a higher level of service and speedier responses.

   I can see you’ve received replies from one of our knowledgeable Moneydance customers here.

   Wondering how are you getting on with Moneydance?

   From the past discussion, it seems that you're encountering an error reporting the missing txn file within your Google Drive. Or are there other errors? And, wondering is there any reason why you've moved Moneydance data file to Google Drive instead?

   ---

   Not sure if this helps, you could try locating the reference link of Moneydance program to your Moneydance data within your errlog.txt file, which could be found via: Local Disk(C:)>Users>Your Name>.moneydance

   The .moneydance folder includes:
   - your archive folder - your documents - fmodules - python - tmp - confg.dict (including your settings) - errlog - etc.

   Looking forward to hearing from you, and assisting you further. Thank you.

   --
   Melissa, Infinite Kind Support

   • Edit

2. 2 Posted by Dana Linder on Jul 01, 2021 @ 12:54 AM

   

   Melissa,

   I appreciate the email.
   The errlog.txt file had nothing pertaining to the error I was getting.
   I think I attached screen shots of the error when I was working with the
   user on the forum.

   I moved my Google Drive folder to an external drive because I was running
   out of disk space.
   Since that time, the program gave me an error every time I saved a
   transaction or exited the program. It was looking for something on Google
   Drive. I couldn't find anything in the program settings that referenced
   Google Drive.

   I could not afford to lose my financial data.
   Since I didn't hear back from anyone, my choices were to a) backup my data,
   uninstall the program, then reinstall and restore from the backup, or b)
   load data into another program while I still have valid data in Moneydance
   to compare with.

   Since I didn't trust Moneydance at this point, I opted for option b and
   bought Moneyspire.

   I like how Moneyspire lets me add transactions directly in the
   reconciliation screen. Other than that, I am used to Moneydance and think
   it's a better program in every way.

   I don't know how good or bad their support will be. I will find out, but
   the ball was definitely dropped on this one on something that was very
   critical.

   If I have issues with Moneyspire, I may come back to Moneydance.

   As I said, I understand how users answering questions on the forum saves
   work for you, and in most cases, it probably works fine.

   I had an issue with the Android app, and had to make a special request to
   get someone from the company to respond because the forum was not helping
   at all.
   The same thing happened here, but I decided I was done putting in extra
   effort.

   Your program is excellent.
   The forum may be a good thing, but it never worked for me.
   You need to have someone monitoring the forum to make sure problems are
   solved.

   I may be back, but for now, I wish you luck.

   Dana

   • Edit

3. 3 Posted by Melissa on Jul 01, 2021 @ 08:39 AM

   

   Hi Dana,

   Thanks for getting back to us, and sorry to hear about the situation you're encountering.

   To explain further, Moneydance error log actually includes how Moneydance loads its data into the program, which might provide a clue regarding the cause of the issue, although it might not clearly state the error within it.

   Moneydance runs at the best when it's reading its data file locally within the computer itself, as locating your Moneydance data file itself onto cloud storage like Google Drive might put the data itself at the risk of being removed by the cloud provider itself automatically due to security reason. This is because Moneydance data file itself is encrypted for security, and could only be readable within Moneydance program, so cloud providers like Google Drive will tend to treat these 'secret / unknown' files like a threat to their system.

   Since you've mentioned that your computer is running out of memory space, not sure if it's worth suggesting of trying to move your Moneydance data file which shall be FolderName.moneydance that should be located under the following path:
   C:\Users\<username>\.moneydance\Documents while keeping the rest of the folder .moneydance within your computer locally in ensuring Moneydance to load normally.

   Please bear in mind that this action is quite risky, and might ending up with data corruption.

   ---

   Additionally, recently there has been an update regarding the fix for Android, perhaps you could try updating your Moneydance Android app and see if it helps?

   --
   Melissa, Infinite Kind Support

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4. System closed this discussion on Sep 30, 2021 @ 08:40 AM.