MoneyDance will not open
We have used Moneydance now for close to a year and all of a sudden, the program does not open. We have uninstalled and re-installed and that did not solve the issue. We have asked for help now three times through your only support means and no one is contacting us. Please call us now or email us with the fix.
Comments are currently closed for this discussion. You can start a new one.
Keyboard shortcuts
Generic
| ? | Show this help |
|---|---|
| ESC | Blurs the current field |
Comment Form
| r | Focus the comment reply box |
|---|---|
| ^ + ↩ | Submit the comment |
You can use Command ⌘ instead of Control ^ on Mac
1 Posted by dtd on 15 Mar, 2023 09:59 PM
just a user
"all of a sudden" usually indicates something has changed. Uninstalling/reinstalling usually would indicate program corruption - but if it didn't solve the issue, then probably not.
So, let's start on data gathering.
What platform/OS? What version?
Did anything change?
Did you get a new computer?
Did you upgrade your operating system?
What does "the program does not open" entail? i.e. you click on the icon and something untoward happens? if so, can you describe it?
Sometimes, we've had people say the above, because it doesn't bring up their data, but instead opens to the "welcome screen". Describing "does not open" in more detail would help diagnose.
Well, that's about it; a response to these questions would help us help you.
"Call us now" won't work as MD/IK is a small U.K. company selling worldwide and isn't large enough for call support.
"email us with the fix" is a bit strange, as how would MD know what fix you require without enough information?
Answer the questions above, and we (users and support) will of course try to help.
2 Posted by dwg on 15 Mar, 2023 10:01 PM
As was said in a previous post, more information needs to be provided
https://infinitekind.tenderapp.com/discussions/problems/88309-unable-to-open-program-after-using-for-a-year
Moneydance does not have phone support being a small company that sells world wide it is not feasible to provide such support.
You have not told us the Operating system you are using, what version and build of Moneydance and any error messages you are getting.
Also have you changed anything on the computer.
I would suggest you also post your Moneydance error log a a starting point.
Depending on what operating system and version you are using the error log should be in one of the following locations:
1. macOS
If you are using a Mac, it should be located at one of these locations within your Home folder:
macOS Big Sur and later:
~/Library/Containers/Moneydance/Data/Library/Application Support/Moneydance/errlog.txt
macOS X Lion until macOS X Catalina:
~/Library/Containers/com.infinitekind.MoneydanceOSX/Data/Library/Application Support/Moneydance/errlog.txt
macOS X Snow Leopard and earlier:
~/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.
2. Windows
If you are using Windows, it should be located under your login directory at:
Windows Vista and later:
C:\Users\(yourusername)\.moneydance\errlog.txt
or
Before Windows Vista:
C:\Documents and Settings\(yourusername)\.moneydance\errlog.txt
3. Linux
If you are using Linux it should be located in your home folder at:
~/.moneydance/errlog.txt
Support Staff 3 Posted by Maddy on 16 Mar, 2023 10:52 AM
Hi Steve and Linda,
Unfortunately it seems that you are not receiving my replies but I did answer all your support requests since the 6th of March. I've also sent you a direct email, so please let me know if you have received it.
In short:
I believe you are running the Microsoft version of Moneydance which unfortunately stopped working. Since the development team confirmed that this version is not fixable, we have recommended downloading and installing Moneydance 2022.6 (4097) directly from our website to correct the problem.
Have you tried doing that?
Are you encountering a problem installing this version?
Is it possible that your Windows system is running in s mode, perhaps? If so, to be able to install the direct version you should switch out of s mode first (if this is the case, please let me know and I will send the relevant instruction)
Thank you
--
Maddy, Infinite Kind Support
4 Posted by Alice on 26 Mar, 2023 04:39 PM
This comment was split into a new private discussion: MoneyDance will not open
Hello Maddy,
I seem to have the same problem with my Moneydance app downloaded from Microsoft Store. Downloading and installing Moneydance directly from the website would require a new purchase, correct?
Thank you in advance,
Alice
5 Posted by dwg on 26 Mar, 2023 09:32 PM
Alice,
I think you would be better served creating a new post in the private issues forum.
Des
6 Posted by Alice on 27 Mar, 2023 11:15 AM
Thank you Des!
7 Posted by avp2 on 27 Mar, 2023 11:22 PM
Just got the "upgrade" notice for MD 5003. I am running Mac OS High Sierra 10.13.6 on a 21" I3 iMac. MD 5003 starts, but shows no summary (or any accounting page) page, but does show its normal small Apple menu dropdown. Activity monitor says it is running. If I "quit" from the dropdown menu, it backs up my file to my USB (as it should). MD 4097 still works fine. Is 4097 the latest that will work with High Sierra or is this a bug?
Update: MD 5003 is running. Preferences work and settings there can be changed and are saved. Right clicking on the dock item, selecting show all windows opens a small status window that says "no available windows". Errlog attached.
BTW, I found I could not log on to the (apparently new) support page with my old credentials using MS Edge (I had to re-register, activate and extend my password to get on). However, I am posting this with Safari using my old credentials, which has apparently remembered the old site (this one), and did not need the new credentials (user name same, PW longer).
Update: I used a saved in Safari link to get to this support site that I imported into MS Edge when I started using it a couple months ago. Using that link, Edge takes me to the "work ticket" site instead of this one and that site uses separate logon credentials. A little confusing, but I get it now and will probably stick to this site.
8 Posted by Stuart Beesley ... on 28 Mar, 2023 05:28 AM
I don’t like all the ‘ Info: no currencies found for UUID:’ messages. Did these exist before in your old version?
The ratios extension is crashing the summary page. Please remove all extensions (use 2022.6 if necessary, or just rename on disk), restart MD, launch again. Reinstall each extension and restart MD as a test. Do ratios last. Do custom balances 2nd last.
??
9 Posted by avp2 on 28 Mar, 2023 04:37 PM
Thanks Stuart. MD 5003 now launches normally with all extensions except the Ratios Calculator. Trying to install it produces error message attached. Ratios is so useful to me I will probably go back to 4097 - hopefully Ratios will be updated sometime.
The "no currencies found" items have been around for years. There used to be more and they seemed to come some years ago when we were having the problem of the data files growing really large and taking a long time to open - back at the time MD added syncing I think. I have been making my data a bit smaller over the years (limiting years in file) and that seems to be reducing the number of them somewhat. Really glad you mentioned it.
10 Posted by avp2 on 28 Mar, 2023 04:43 PM
Forgot the error message attachment.
Support Staff 11 Posted by Maddy on 29 Mar, 2023 10:42 AM
Can you try upgrading to the latest stable version Moneydance 2023 (5005) from here:
https://infinitekind.com/downloads
and see if that fixes the issue that you're seeing?
--
Maddy, Infinite Kind Support
12 Posted by avp2 on 29 Mar, 2023 03:15 PM
MD 5005 does indeed fix the issue. BTW, it also seems significantly quicker on opening and close after backup.
Support Staff 13 Posted by Maddy on 29 Mar, 2023 03:25 PM
We are very pleased to hear that!
I'll close this discussion for now, but do not hesitate to contact us again, if you need further assistance.
--
Maddy, Infinite Kind Support
Maddy closed this discussion on 29 Mar, 2023 03:25 PM.