Moneydance hanging

joehughes4's Avatar

joehughes4

29 Oct, 2021 10:22 AM

Hello, Moneydance is hanging when I try to reconcile one of my accounts. I have upgraded to latest version 4059 but the problem is still there.

Can you help please?

  1. Support Staff 1 Posted by Maddy on 29 Oct, 2021 10:24 AM

    Maddy's Avatar

    Hi Joe,

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

    Would you be able to 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

    Finally you can copy the full content to your next reply here.

    Thank you

    --
    Maddy, Infinite Kind Support

  2. 2 Posted by joehughes4 on 29 Oct, 2021 10:31 AM

    joehughes4's Avatar

    Hi Maddy - error log is attached. Joe

  3. 3 Posted by joehughes4 on 29 Oct, 2021 10:32 AM

    joehughes4's Avatar

    Is in sandbox: false; restricted file access: false
    Library path: c:\program files\moneydance\jre\bin;C:\WINDOWS\system32;C:\WINDOWS;C:\WINDOWS\System32\Wbem;C:\WINDOWS\System32\WindowsPowerShell\v1.0\;C:\WINDOWS\System32\OpenSSH\;C:\Users\joe_h\AppData\Local\Microsoft\WindowsApps;
    initialized extension moneyforesight in 0.139 seconds
    findandreplace (0): 10-29 11:14:40.344|Initialized build 1215 ok
    initialized extension findandreplace in 0.013 seconds
    Initializing fonts:
      default: [[Dialog]]
      printing: [[Dialog]]
      monospaced: [[Calibri, Monospaced]]
      coding: [[Hack, Monospaced]]
    fonts resolved:
     default: Dialog:12.0:style0
     mono: Calibri:12.0:style0
     coding: Hack:12.0:style0
     print: Dialog:12.0:style0
     header: Dialog:14.0:style0
     register: Dialog:11.0:style0
     reportTitle: Dialog:32.0:style0
     calendarTitle: Dialog:11.0:style0
     reportHeader: Dialog:10.0:style0
     detailTitle: Dialog:14.0:style0
    Setting look and feel class to com.sun.java.swing.plaf.windows.WindowsLookAndFeel
    opening last file: Personal Finances
    loading dataset: C:\Users\joe_h\.moneydance\Documents\Personal Finances.moneydance
    loading with 128 bit encryption key
    reading trunk data tiksync/trunk
    trunk data loaded (0.066 seconds), checking for incremental updates
    loading un-synced txn files...
    loading synced txn files...
    replacing root: null () with new root: Personal Finances (75434a30-8684-406f-8def-4444c90ff33a
    syncFolder not set... waiting
    syncFolder not set... waiting
    Update info received with successful signature verification
    Version info retrieved; we are up to date!
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    syncFolder not set... waiting
    error creating base folder: com.dropbox.core.v2.files.CreateFolderErrorException: Exception in 2/files/create_folder: {".tag":"path","path":{".tag":"conflict","conflict":"folder"}}
    starting syncing via encryptedFS(DropboxAPI:/.moneydancesync/b3fcdb2d-6bec-4f41-b9d5-a20d6cdace2f)
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    Writing file to dropbox API with debug mode=false
    set antialiasing to HRGB

  4. Support Staff 4 Posted by Maddy on 29 Oct, 2021 10:45 AM

    Maddy's Avatar

    Thank you for sending your logs, Joe!
    Firstly, have you tried rebooting your system and restarting Moneydance? (you might need to do this several times)
    Is your data stored in the default location?
    Which devices are you trying to sync with?
    Which sync method have you selected from File->Syncing?

    --
    Maddy, Infinite Kind Support

  5. 5 Posted by joehughes4 on 29 Oct, 2021 11:09 AM

    joehughes4's Avatar

    I have restarted Moneydance and even reinstalled it.

    My Moneydance data is stored in the default location.

    I did have an apple mac but recently moved to windows (last 2 months or so). I am trying to sync my windows laptop.

    My sync method is Dropbox Connection.

  6. 6 Posted by joehughes4 on 29 Oct, 2021 11:18 AM

    joehughes4's Avatar

    I have restarted Moneydance and even reinstalled it.

    My Moneydance data is stored in the default location.

    I did have an apple mac but recently moved to windows (last 2 months or
    so). I am trying to sync my windows laptop.

    My sync method is Dropbox Connection.

  7. Support Staff 7 Posted by Maddy on 29 Oct, 2021 11:39 AM

    Maddy's Avatar

    From the computer where the data is most updated, take a manual backup and store it separately. To create a manual backup file, choose File --> Export Backup. This will create a .moneydancearchive backup file.

    Then, change the sync method to Don't sync on both computers and reboot Moneydance.
    Finally, I would recommend resetting sync as follow:
    - From the Primary computer (where you data is stored) you should navigate to File–> Syncing and choose Dropbox Folder - Click on Change Passphrase and take note of it. (You will need to enter the same later, on the secondary computer) 5. On the secondary computer, please navigate to File –> New– >Open Synced File and choose the same file as your computer.
    Enter the Passphrase to match the Passphrase on your primary computer.

    Please keep us posted on your progress, Thank you!

    --
    Maddy, Infinite Kind Support

  8. 8 Posted by joehughes4 on 29 Oct, 2021 11:55 AM

    joehughes4's Avatar

    Hi Maddy
    The trouble is I have reformatted my Apple Mac (primary) and no longer have
    Moneydance on it.

    Also I am away from home so won't be able to get to it for a couple of
    weeks.
    Joe.

  9. Support Staff 9 Posted by Maddy on 29 Oct, 2021 12:04 PM

    Maddy's Avatar

    By primary computer I meant the one where you have your data stored.
    I thought you said your moved from Mac to Windows and I assumed you had moved your data to the new system as outlined here before hand.

    Is it possible you were on the impression that by installing the software again it would have included your data as well, perhaps?
    Please note that your data and the software are stored separately within your system.

    Please let us know if this is the case, as you might need retrieving your data first.

    --
    Maddy, Infinite Kind Support

  10. 10 Posted by joehughes4 on 29 Oct, 2021 12:13 PM

    joehughes4's Avatar

    Hi Maddy
    My data is stored on my windows PC and I have also backed it up manually
    just to make sure it is safe!

    All my data is fine, the problem is the app is hanging when I try to do
    Account Reconciliation.
    Joe.

  11. Support Staff 11 Posted by Maddy on 29 Oct, 2021 12:19 PM

    Maddy's Avatar

    Please can you describe how you perform the Account Reconciliation?
    At what point does Moneydance hang?

    --
    Maddy, Infinite Kind Support

  12. 12 Posted by joehughes4 on 29 Oct, 2021 12:22 PM

    joehughes4's Avatar

    I select my account then once the account register is visible I select
    Account - Reconcile from the top line. Once I click this the app just hangs.

  13. 13 Posted by derekkent23 on 29 Oct, 2021 12:24 PM

    derekkent23's Avatar

    I am not support staff, just a user.
    Hi joehughes4

    It possible the window is off screen.

    Try Alt + Spacebar + M then use the arrow keys (probably the left arrow) and the dialog box should hopefully move onto your screen.

    Hope this helps

  14. 14 Posted by joehughes4 on 29 Oct, 2021 12:27 PM

    joehughes4's Avatar

    Hi derekkent23
    That did the trick thanks !
    Joe.

  15. Maddy closed this discussion on 29 Oct, 2021 12:34 PM.

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