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Steve Herrod
Steve Herrod, Computer Support Specialist
Category: Computer
Satisfied Customers: 3284
Experience:  Microsoft and Apple Certified IT Engineer - 13 years experience with home users as well as small, medium and large businesses
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Microsoft Money I am using Windows 8 I have used Microsoft

Customer Question

Microsoft Money
I am using Windows 8
I have used Microsoft Money for many years. I successfully reinstalled it from my disk (2004) when I had a new computer 9 months ago.
Worked fine until 3 days ago and the program developed a fault. I uninstalled it and reinstalled from the disk.
I have an up to date back up of my data.
However it refuses to update.
Submitted: 3 years ago.
Category: Computer
Expert:  Michelle replied 3 years ago.

Michelle :

Hello. My name is XXXXX XXXXX I will be assisting you today.

Michelle :

can you tell me the error you get.

JACUSTOMER-eg504ss0- :

It says it cannot locate the file

Michelle :

did it install without any error.

JACUSTOMER-eg504ss0- :

yes

JACUSTOMER-eg504ss0- :

i know Money is a discontinued program but it was still working well 3 days ago.......the only problem is restoring about 15 years worth of financial data

Michelle :

do you have a backup of the data

JACUSTOMER-eg504ss0- :

yes

Michelle :

ok great then i can have a look at your windows 8 computer and check for the problem.

JACUSTOMER-eg504ss0- :

yes

Michelle :

click on the remote link and join the session.

Michelle :

i am opening the question on the open pool for other experts to answer.

Expert:  Jason Jones replied 3 years ago.

Hello and thank you for your question today. My name is Jason. I look forward to helping you today.


I see that you have been working on this problem for quite a bit of time.

Do you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem? I will send a remote link within minutes after your response, so please keep refreshing the page. No extra charge.


Thank you.
Customer: replied 3 years ago.

ok


 

Customer: replied 3 years ago.

still need help please

Expert:  Jason Jones replied 3 years ago.


Thank you.

Please, click the following link and allow the remote app to run: http://166.78.231.170:8040/?Session=3725f310-7e9e-4a8d-98f2-f83b26a64881

Customer: replied 3 years ago.

i have clicked the link and it says I am connected but no one is there

Expert:  Jason Jones replied 3 years ago.
Thank you.

Did it give you any errors?
Expert:  Jason Jones replied 3 years ago.

I look forward to your next message or your rating below.

To rate me, you can click one of the faces below and click Submit/Ok or click the Accept button.

If you ever wish to work with me in the future, you can ask your new questions and have them sent to me directly at the following page: http://www.justanswer.com/computer/expert-computertechmaster/

Thank you again,
- Jason

Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 14398
Experience: Over 10 years of professional experience.
Jason Jones and 5 other Computer Specialists are ready to help you
Customer: replied 3 years ago.

I SEE YOU ARE OFFLINE TODAY


I HAVE BACKED EVERYTHING UP READY FOR WINDOWS REINSTALL

Customer: replied 3 years ago.

i am logged on on my computer but it says you are off line

Customer: replied 3 years ago.

are you online yet....ready to do windows reinstall

Expert:  Jason Jones replied 3 years ago.


Thank you for the update.

May I please, start a remote screen sharing session with you so that I can better help you resolve this problem? No extra charge.

[[[[[[[[[[[
Customer: replied 3 years ago.

yes no problem. however i have had a problem with logging on to just answer. my replies are going to the wrong email. Please could you tell someone to use the [email protected] with this log on...........

Expert:  Jason Jones replied 3 years ago.


Thank you.

Please, click the following link and allow the remote app to run: http://166.78.231.170:8040/?Session=1b918152-ade1-4b3e-8f5e-21c59a06d02b

Customer: replied 3 years ago.
Are you still there Jason
Do you still have control of my computer
Nothing seems to have happened for a while
Expert:  Jason Jones replied 3 years ago.

I do not have control.

The computer restarted.

What is going on now?

Customer: replied 3 years ago.
I waited ages but nothing seemed to be happening and I couldn't contact you
Let me know when you want to have another try with money
Expert:  Jason Jones replied 3 years ago.

What happened?

The restart window came up, it restarted, and I was connected.

Customer: replied 3 years ago.
I couldn't see you were connected
Expert:  Jason Jones replied 3 years ago.

I was connected, clicked the Refresh button, it restarted.

What did you see on the screen after that happened?
Customer: replied 3 years ago.
The main screen with the log on which needed my password XXXXX I Inputted that and had the main screen with the apps but couldn't see you had control although I waited sometime.
Do you want to have another go.

I am on my iPad now but have installed my email on computer so you can send the link if you like but It will take a minute to turn the computer back on
Expert:  Jason Jones replied 3 years ago.

You have installed email on your computer. Does that mean the refresh is complete?

Please, click the following link and allow the remote app to run: http://166.78.231.170:8040/?Session=1b918152-ade1-4b3e-8f5e-21c59a06d02b

Customer: replied 3 years ago.
Yes it seemed to be finished
Sorry if I did something I shouldn't but was at a loss to know how to contact you.

I am just switching the computer back on and will use the link as soon as it is up and running......takes a few minutes
Expert:  Jason Jones replied 3 years ago.

Thank you.

Sorry, I was confused. I thought that it hadn't finished.
Customer: replied 3 years ago.
Computer still winding up
Looks a bit different as I had classic shell installed before and now it is just the windows 8
Expert:  Jason Jones replied 3 years ago.

Okay, very good.

Thank you.
Customer: replied 3 years ago.

Good morning Jason....did you make any further progress last night

Expert:  Jason Jones replied 3 years ago.

Sorry, no.

Soon after you left, I lost connection.

Please, let me know when you are ready to continue.

I will
Customer: replied 3 years ago.

I am here now


 

Customer: replied 3 years ago.

here now but only for a short time


 


will be in tomorrow

Customer: replied 3 years ago.

here now for a little while but can be here tomorrow

Customer: replied 3 years ago.
Can you tell me if you will be available again or if you have given up on my problem
Many thanks
Expert:  Jason Jones replied 3 years ago.

Hello again,

I am very sorry.

Some unexpected life issues have arisen for me.

I will not be online for a while.

For that reason, I will opt out of the question and allow another to help you.

Once I do that, someone will take control and you will be notified by email.

Well wishes,
Jason
Customer: replied 3 years ago.

Many thanks for the reply.......I will wait for the response from someone else


 


Hope things work out for you and thanks for trying to help.


 


Gill

Expert:  adamd-mod replied 3 years ago.

Hello,

It seems the professional has left this conversation. This happens occasionally, and it's usually because the professional thinks that someone else might be a better match for your question. I've been working hard to find a new professional to assist you with your question, but sometimes finding the right professional can take a little longer than expected.

I wonder whether you're OK with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.

Thanks for your patience,

Adam

Customer: replied 3 years ago.

I am happy to wait if you can find someone to help me. Although I could start again with a different personal accounts package I stand to lose over 15 years worth of historical data.


 


many thanks for trying to help.


 


Gillian

Expert:  adamd-mod replied 3 years ago.

Hello,

Thanks for replying.

We will continue to look for a Professional to assist you.

If you decide on a refund, or wish to keep the credit for a future question, then of course we'd honour it.

Thank you for your patience,

Adam

Expert:  Steve Herrod replied 3 years ago.
Hi,


I would be happy to help with this issue - am also based in the UK, could we arrange a time tomorrow morning to take a look at the problem together?


Cheers


Steve
Customer: replied 3 years ago.
Hi Steve
Unfortunately I am out tomorrow morning.

I can be available anytime after about 2.30 if that is any good for you
Expert:  Steve Herrod replied 3 years ago.
Hi Gillian,


No problem - I will be around after 3.30PM until 10-11PM tomorrow so we can catch up then?


Cheers


Steve
Customer: replied 3 years ago.
Thanks
Here's hoping you might be able to help
Gill
Expert:  Steve Herrod replied 3 years ago.
No problem - hopefully we can resolve the issue.


Cheers


Steve
Customer: replied 3 years ago.
Hi
I am now in and available when you are free
Gill
Expert:  Steve Herrod replied 3 years ago.
Hi Gill,


Ok - let's try and get a remote connection working - can you go to this link?




If prompted download, and run the software and we should be connected.


Cheers


Steve
Expert:  Steve Herrod replied 3 years ago.
I saw the connection come through - did you get a message at all?


Amended link is here - https://secure.join.me/557-325-465


Cheers


Steve
Customer: replied 3 years ago.

I seem to have several screens moving around and join-me and log me in have come up.


 


However we dont seem to be connected.


 


Shall I delete all that lot and start again???

Customer: replied 3 years ago.

I have a small scree at the top which says it is join-me and meeting unlocked and under that it says Host but I cant send a message in it

Expert:  Steve Herrod replied 3 years ago.
Ok, let's try again - use this link




Once in there use the message window (little chat bubble) and we'll go from there


Cheers


Steve
Expert:  Steve Herrod replied 3 years ago.
Hi Gill,


Ok - have a few more things to look at and work on now. One thing I wanted to check was whether the inbuilt Money repair option had been tried on any of the files where the error appears once Money loads up?

  1. Start Money.
  2. On the File menu, point to Repair Money File, and then click Standard File Repair.
  3. Next to the Repair File box, click Browse.
  4. In the Look in box, locate and then click the data file that you want to repair.
  5. Click Open.
  6. Next to the Save as box, click Browse.
  7. In the Save in box, click the location where you want to save the repaired data file.
  8. In the File name box, enter a new name for the repaired data file, and then click Save.
  9. Click Next.

    Note Make sure that you use a unique name to save the repaired data file. For example, if your data file name is XXXXX XXXXX the repaired data file as MyMoney1.mny or as Repair1.mny.
  10. Verify that Level 2 (Standard) appears in the Level box, and then click Next.
  11. Click Begin Repair to repair the data file.
  12. When you receive the message that states that the file is successfully repaired, click OK.

I won't be online this evening unfortunately but can do a remote session tomorrow morning if that works?


Cheers


Steve
Customer: replied 3 years ago.
Hi Steve
Yes Jason tried the repair facility several times with no luck.
I am out in the morning but available from about 12.30 if that is any good.

Gill
Expert:  Steve Herrod replied 3 years ago.
Hi Gill,


No problem - I will be around tomorrow so just send me a message here when you are free and we'll connect up.


cheers


Steve
Customer: replied 2 years ago.

Hi Steve.


 


I am now in when you are free


 


Gill

Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


No problem - here's the link




Cheers


Steve
Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


I think we've cracked it... it looks like the Money Home screen, when configured to display certain information generates that crash.


So we can reconfigure this and then should be able to open the most recent file of yours without a problem. Would you be free around 7 to take a look? If so, I'll setup a remote session.


Cheers


Steve
Customer: replied 2 years ago.

Hi Steve


That sounds very promising, unfortunately I have a houseful of people arriving about 6.30.


 


I am out all tomorrow morning but will be around possibly from mid afternoon,,,is that any good....... I am out in the evening again. Failing that I could do early Thursday morning but then we are going away Thursday lunchtime until the following Tuesday evening. Let me know what suits you.


 


Gill

Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


No problem - mid afternoon tomorrow should work for me. How would 3.30pm be?


Cheers


Steve
Customer: replied 2 years ago.

3.30.sounds fine thank you


 


Gill

Expert:  Steve Herrod replied 2 years ago.
Ok, great - will send the connection details through shortly beforehand.


Cheers


Steve
Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


Apologies for slight delay - here is the link




Cheers


Steve
Customer: replied 2 years ago.

Hi Steve.


 


here when you are available


 


Gill

Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


Here is the link




Cheers


Steve
Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


Glad it is all working now - let me know if you need anything at all. Just for reference, the setting can be accessed through Tools-->Settings-->Program Settings and then choose 'Start Microsoft Money in Account List' if the issue happens again with a new system for example.


Enjoy the break!


Cheers


Steve
Customer: replied 2 years ago.

Many thanks again for your help Steve.


 


Am I waiting for something else to rate you?????

Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


Now the issue is resolved I'll send this to the moderators to have the rating fixed, and that should be it.


Cheers


Steve
Steve Herrod, Computer Support Specialist
Category: Computer
Satisfied Customers: 3284
Experience: Microsoft and Apple Certified IT Engineer - 13 years experience with home users as well as small, medium and large businesses
Steve Herrod and 5 other Computer Specialists are ready to help you
Customer: replied 2 years ago.

well I have rated it...but it didn't give me the opportunity to say you had solved the problem and Jason had not.

Expert:  Steve Herrod replied 2 years ago.
That's ok - it will be resolved internally, I've sent a message to our admins.


Have a great evening!


Cheers


Steve
Customer: replied 2 years ago.

Well they say they have solved it by refunding my money!!!!!! That still has not solved the problem of you being paid for your time, not to mention success!! Where do we go from here

Expert:  Steve Herrod replied 2 years ago.
Hi Gill,


It should be resolved internally - am tracking it to see what happens. It may be that they've had to refund and then recharge for some reason but will let you know as soon as I get confirmation.


Cheers


Steve

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