Update fail
I have updated to the most recent version of Moneydance, and the program now will not launch. It crashes every time I try to open it. 20 times so far. My accounting system is now completely down. This is very serious. What is problem here?
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1 Posted by Alfred Kobacker on 10 Nov, 2021 06:27 PM
Follow-up. I had no idea there was no help available through IK. There isn't a phone number, and email address, a chat... there is nothing. This is usually a deal killer for us when we consider software, but somehow, we bought this software, which has now failed and for which I cannot get help.
Accounting software is mission critical for many of us. What a mistake to use software with no support, and clearly, questionable skill in writing/implementing updates. I guess I thought they knew what they were doing. I guess they did. They got my money and now they're invisible.
2 Posted by dwg on 10 Nov, 2021 07:20 PM
I'm a fellow user.
There is not enough information here to begin to investigate your problem.
I would be starting with the following questions
What Operating system and version are you using?
If using Windows are you trying to use the 64 or 32 bit version of Moneydance?
What if any error message are you getting?
Providing the error log can often give additional information.
f you are using Mac OS, it should be located at one of these locations within your Home folder:
~/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance/errlog.txt
or:
~/Library/Application Support/Moneydance/errlog.txt
If you have any trouble finding your Home Library folder you can open Finder and hold down the option key while selecting the Go menu and the Library folder option should occur or you can open Finder and select Go -> Go to Folder and copy and paste in the following:
~/Library
This should pull up your local Library folder.
If you are using Windows, it should be located under your login directory at:
C:\Users\(yourusername)\.moneydance\errlog.txt
or
C:\Documents and Settings\(yourusername)\.moneydance\errlog.txt
Depending on your version of Windows
If you are using Linux it should be located in your home folder at:
~/.moneydance/errlog.txt
Moneydance is sold world wide by what is a small company it is not viable to offer telephone support in the circumstances so support is offered through a forum system where you can post private or public questions, support staff try to respond with 24 hours, there is no 24/7 support.
3 Posted by Alfred Kobacker on 10 Nov, 2021 08:29 PM
You are right. I did not provide enough info for anyone to assist, but frankly, I did not expect to have to diagnose the problem through a forum. I thought someone from IK would respond. I do appreciate your willingness to assist.
I'm running MAC OSX 10.11.6 on an iMac Pro. I downloaded Moneydance 7 as directed by Moneydance in a pop-up I received when I attempted to open the exisiting software. Did the installation as usual (and per instructions). Then attempted to open the app. I got and get the message that the AP failed to open and crashed (may not be the exact wording), asking if I wish to report to Apple, which I did the first 10 times.
I can't look up the log at the moment, but possibly can do it later if it will help.
I'm sorry for the frustration, i just haven't had an experience with poor execution of an update and this degree of lack of support for many years. I've gotten used to a little higher standard of customer support I suppose.
Thanks, again.
I also appreciate your words of support for Moneydance, but it is small consolation that they're a small company doing the best they can when they send out an update that crashes a critical piece of software, and there is no one there to help. I didn't ask for the upgrade, they solicited me to download it. Now I'm dead in the water.
Maybe they belong more in the business of selling games or social media apps that aren't quite as important as accounting can be.
Thank you!
-A
4 Posted by dwg on 10 Nov, 2021 09:02 PM
I'm not a Mac user but I believe 10.11.6 is El Capitan.
There is no such version as "Moneydance 7". Moneydance versions have a year designation in the version number so it is not clear to me what version you have downloaded and installed.
If you have downloaded the latest Moneydance 2022 then I have a suspicion that could be a issue because this version moved to Java 17 and according to the Java folks the minimum version for Mac OS support is 10.14.
If you have upgraded to latest 2022 release at this stage you could potentially try to go back to the previous version you had, but without knowing what version you came from it is not possible to state if you would have to take specific steps, Some downgrades are trivial others are not.
Previous versions can be downloaded from:
https://infinitekind.com/previous-versions-of-moneydance
5 Posted by Benjamin on 11 Nov, 2021 02:50 PM
I upgraded to Moneydance 2022 this morning and I got the same error - it crashes on startup. Looking at the changelogs for Moneydance, it is now using Java 17:
https://infinitekind.com/previewdl/current/changelog.txt
And according to the Java documentation, dwg is correct; Java 17 is not supported on El Capitan (10.11) - the minimum version is 10.14:
https://www.oracle.com/java/technologies/javase/products-doc-jdk17certconfig.html
I simply re-installed the previous version I had downloaded (from June of this year) and everything is fine - my data is still there. Good luck!
6 Posted by Alfred Kobacker on 15 Nov, 2021 02:45 PM
Thank you. This solved it. I am very grateful.
-A
Alfred Kobacker
Barnstable, MA 02630
*he/him/his*
System closed this discussion on 14 Feb, 2022 02:50 PM.