Can't download transactions

Miriam's Avatar

Miriam

27 May, 2018 07:44 PM

I am no longer able to download transactions. I get the following error:

There was an error communicating with your financial institution. The details of this error are below.

Bank Name: Greenfield-Northampton Coop Bank

The error code reported by the server was: 2000

General Error

I am running Version 2017.7.1

Thanks!
Miriam

  1. Support Staff 1 Posted by Ian O on 28 May, 2018 08:05 AM

    Ian O's Avatar

    Hi Miriam,

    Can you try re-creating your connection with your financial institution and see if that fixes the issue that you're seeing? You will need to disable your current connection to your bank and then recreate it using the New Connection button on the Online Banking Setup screen. To do so, you can follow these steps:

    1. Select your bank account in Moneydance

    2. Select the Online->Setup Online Banking button/menu

    3. Click the "Disable" button.  If you don't see a disable button, just close the setup window.

    4. Repeat the previous steps for any additional accounts at the same institution.
    5. Select the Online->Setup Online Banking button/menu (again)

    6. Click the "New Connection" button and select your bank and hit OK
    7. Continue with the setup process, entering your username/password


    Make sure you pick new connection, even though your bank is still one of the connection choices after you disable it. Choosing your bank from the list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    If you continue to have connection problems after recreating your connection, could you send me the contents of your error console after attempting a connection? Here's how to get the logs:

    1)  In Moneydance, click on the Help menu and select the Console Window option.  This will open the console messages window.
    2) While the Console Window is open, attempt to connect to your bank.  Any error messages should be recorded to the Console.
    3) Select all of the text in the Console and use the "Copy to Clipboard" button at the bottom to copy the text.
    4) Paste the text from the message window into a text file (preferably saved with a .txt extension) and attach that file to your response here.

    The debugging logs that this produces will contain your account information.  I've made sure that this conversation is private, so the info won't be broadcast to the world, but just to be safe you should redact any account info in the debug logs.  Just replace it with something like "ACCOUNT NUMBER HERE" and it should be fine.

    Ian O
    Infinite Kind Support

  2. 2 Posted by Miriam Aylward on 28 May, 2018 05:40 PM

    Miriam Aylward's Avatar

    Thanks, Ian! The problem is still happening, I actually tried that first.
    If it helps, I have the problem before I even get a chance to log in to the
    account, it is having trouble recognizing the financial institution.
    Attached is the .txt.

    Thanks again!

    Best,
    Miriam

  3. Support Staff 3 Posted by Ian O on 29 May, 2018 09:08 AM

    Ian O's Avatar

    Hi Miriam,

    Thanks for sending through your logs. I have made a change to Moneydance connection information for the 'Greenfield-Northampton Coop Bank' connection which should get things working again. As soon as this change has been pushed by our lead developer, I'll let you know and, we can test the connection.

    Ian O
    Infinite Kind Support

  4. Support Staff 4 Posted by Ian O on 29 May, 2018 11:55 AM

    Ian O's Avatar

    Hi Miriam,

    The new connection information should now be available in Moneydance. Can you try re-creating your connection and see if this allows a successful connection? You will need to disable your current connection to your bank and then recreate it using the New Connection button on the Online Banking Setup screen. To do so, you can follow these steps:

    1. Select your bank account in Moneydance

    2. Select the Online->Setup Online Banking button/menu

    3. Click the "Disable" button.  If you don't see a disable button, just close the setup window.

    4. Repeat the previous steps for any additional accounts at the same institution.
    5. Select the Online->Setup Online Banking button/menu (again)

    6. Click the "New Connection" button and select your bank and hit OK
    7. Continue with the setup process, entering your username/password


    Make sure you pick new connection, even though your bank is still one of the connection choices after you disable it. Choosing your bank from the list of available banks will force Moneydance to download the updated information, which should then allow you to connect.

    Please let me know if you continue to have connection problems after recreating your connection.

    Ian O
    Infinite Kind Support

  5. 5 Posted by Miriam Aylward on 02 Jun, 2018 05:03 PM

    Miriam Aylward's Avatar

    All good now, thanks!

  6. Support Staff 6 Posted by Ian O on 11 Jun, 2018 08:49 AM

    Ian O's Avatar

    Glad to hear everything is working Miriam! I'll close this discussion for now, but don't hesitate to get back in touch if you have further questions or need any assistance.

    Ian O
    Infinite Kind Support

  7. Ian O closed this discussion on 11 Jun, 2018 08:49 AM.

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