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syseng
syseng, Systems Engineer
Category: Software
Satisfied Customers: 6741
Experience:  Microsoft & Cisco Certified, Linux, 20 years experience
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I have spent days trying to get MoneyPoint to load, all to

Customer Question

I have spent days trying to get MoneyPoint to load, all to no avail it shows the intro page then shuts down
Submitted: 2 months ago.
Category: Software
Expert:  syseng replied 2 months ago.

Hello,

My name is David.

Are you accessing MoneyPoint from your computer or mobile device?

Also, just to clarify, are you referring to Microsoft MoneyPoint?

syseng and 2 other Software Specialists are ready to help you
Customer: replied 2 months ago.
Hello David.
My computer is an "ASUS" laptop & the program I have been using is "Microsoft MoneyPoint".
Any other questions can flow, I am now back in the pffice.
John.
Customer: replied 2 months ago.
OK
Expert:  syseng replied 2 months ago.

Ok thanks.

I see that you requested remote assistance. Just let me know if you are ready now and I will forward the link to the remote assistance program so we can start the remote session and resolve the issue.

Customer: replied 2 months ago.
Here we go then, yes Im ready but remember I,m a novice
Expert:  syseng replied 2 months ago.

Ok, great - just a moment...

Expert:  syseng replied 2 months ago.

Please click on the link below which will open the remote assistance web page:

click here

Then scroll to the bottom of the page and click the I Agree button to download the remote assistance program. If prompted to run the program, confirm that you wish to run the program. If not prompted, go to your downloads folder and double click on the Elsinore file to start the program.

Please let me know if you need assistance with any of the steps.

Expert:  syseng replied 2 months ago.

Hello,

Just checking to make sure that the computer re-started without issues.

Customer: replied 2 months ago.
Am I clear to start testing all the Start Ups
Expert:  syseng replied 2 months ago.

Yes, please test and let me know if the issue with MoneyPoint is resolved.

Also, if you need me to reconnect just start up the remote assistance program again.

Customer: replied 2 months ago.
Ok thanks.
Customer: replied 2 months ago.
SORRY TO TELL YOU, MONY POINT STILL DOES NOT START.
Expert:  syseng replied 2 months ago.

Ok, I suspected that might happen. Please start the remote assistance program and I will finish fixing the issue.

Customer: replied 2 months ago.
Where is the start up button
Expert:  syseng replied 2 months ago.

Go to your Downloads folder and double click on the Elsinore file and it will start.

If you have trouble finding the Elsinore file just let me know and I will send you another link to start another remote session.

Customer: replied 2 months ago.
I'm totally lost please guide me
Expert:  syseng replied 2 months ago.

Ok, no worries.

Please click on the link below which will open the remote assistance web page:

click here

Then scroll to the bottom of the page and click the I Agree button to download the remote assistance program. If prompted to run the program, confirm that you wish to run the program. If not prompted, go to your downloads folder and double click on the Elsinore file to start the program.

Please let me know if you need assistance with any of the steps.

Expert:  syseng replied 2 months ago.

Oops - I see you have reconnected.

Customer: replied 2 months ago.
Morning David. I'm ready when you are.
Expert:  syseng replied 2 months ago.

Hello,

My apologies for the delay - I should have confirmed your time zone so assumed the 2:00 I saw on your screen was 2:00 PM not AM.

Are you still available now to finish the remote session?

Thanks,

David.

Customer: replied 2 months ago.
Hello David..Yes provided I can stay awake.
Expert:  syseng replied 2 months ago.

Ok great. I will send you another link to get started - just a moment...

Expert:  syseng replied 2 months ago.

Please click on the link below and follow the same procedure as yesterday to start the remote session:

click here

Expert:  syseng replied 2 months ago.

Hello,

Just checking to see if it has finished rebooting.

Customer: replied 2 months ago.
Just needs connecting up now
Expert:  syseng replied 2 months ago.

Ok

Customer: replied 2 months ago.
David. If you can spare half an hour I'll go get some good and a drink.
Expert:  syseng replied 2 months ago.

Sure - I will check back in 30 minutes - no worries

Customer: replied 2 months ago.
Thanks
Customer: replied 2 months ago.
I'm back, thank you
Expert:  syseng replied 2 months ago.

Ok thanks. I am ready to start as soon as the remote session is connected.

Customer: replied 2 months ago.
is tat your end or mine
Expert:  syseng replied 2 months ago.

My remote access program is running so you just need to start yours.

Customer: replied 2 months ago.
what do we do now
Expert:  syseng replied 2 months ago.

The computer should now be running in Safe Mode with Networking which is a limited configuration of the normal mode that Windows is normally running.

So now start the remote access program again and the remote session should resume.

Customer: replied 2 months ago.
Tried to load Elsinore but it did not succeed what can I do
Expert:  syseng replied 2 months ago.

Try running Moneypoint and let me know if it starts.

Customer: replied 2 months ago.
No luck on that
Expert:  syseng replied 2 months ago.

Ok - next right click on the most recently downloaded Elsinore file and click Run as Administrator and then see if it starts up.

Customer: replied 2 months ago.
Ok
Customer: replied 2 months ago.
No luck with that either
Expert:  syseng replied 2 months ago.

Ok then lets try a new one - please click the link below to download and start a new session:

click here

Expert:  syseng replied 2 months ago.

Please let me know if it still does not start.

Customer: replied 2 months ago.
Nothing I do does anything except tell me it's program has failed therefore the program will not open.
Expert:  syseng replied 2 months ago.

Ok then next click the Windows Start button, then type

msconfig

in the Search box and press Enter.

In the window that appears click the Boot tab.

Click to clear the Safe Boot check box, then click Apply and click OK.

Then reboot the computer and start the Elsinore program so we can continue the remote session.

Expert:  syseng replied 2 months ago.

Actually before you do that run a scan using Malwarebytes as the virus may have left a service on your computer that is blocking Moneypoint.

Customer: replied 2 months ago.
Scan was clear and Elsinore would not load.
Expert:  syseng replied 2 months ago.

Ok then next click the Windows Start button, then type

msconfig

in the Search box and press Enter.

In the window that appears click the Boot tab.

Click to clear the Safe Boot check box, then click Apply and click OK.

Then reboot the computer and start the Elsinore program so we can continue the remote session.

Customer: replied 2 months ago.
Well all I can think is bed because nothing seems to work and really my computer needs a specialist to get hands on.
Any ideas how we will fix it because you
Customer: replied 2 months ago.
are a bit far away. John.
Expert:  syseng replied 2 months ago.

I understand.

Were you able to complete the last procedure and boot back into normal mode?

Customer: replied 2 months ago.
No
Expert:  syseng replied 2 months ago.

Please click on the following link:

click here

It displays a screenshot of the msconfig program and the check boxes you need to clear before rebooting. Please try following the instructions on that webpage except uncheck the check box and click Apply before rebooting.

I know it is late where you are and I have additional changes I can run that may fix the problem. However if you need to postpone it until tomorrow that is OK with me as well.

Customer: replied 2 months ago.
Honestly that would be better because I need to figure out the method exactly and put a bit of concentration into it before pressing buttons. So give me a time I'm getting tired.
Expert:  syseng replied 2 months ago.

Ok then let's resume tomorrow. My time zone is Pacific Daylight Time so it is currently 4:49PM here. So maybe we can resume tomorrow in the afternoon your time?

Customer: replied 2 months ago.
What day is it
Expert:  syseng replied 2 months ago.

Sunday my time

Expert:  syseng replied 2 months ago.

I am in California

Customer: replied 2 months ago.
Ok I'll aim for about 1pm (1300) tomorrow. Thats on Monday here.
Goodnight.
Expert:  syseng replied 2 months ago.

Ok - what time zone are you in?

Customer: replied 2 months ago.
Hello David
Here in the UK it has just started the afternoon of Monday Sept 11, 2pm. Me thinks I'm ready for work, let me know when you are.
John.
Expert:  syseng replied 2 months ago.

Hello,

I saw that the remote assistance program was connected and sent a message however the program disconnected before my message could go through.

I am here and ready.

Customer: replied 2 months ago.
CustomerI apologise for to things using your surname as a Christian name and missing your work calls earlier. So now I am here let's go
Expert:  syseng replied 2 months ago.

Ok thanks - I am ready

Customer: replied 2 months ago.
Ok so am i
Expert:  syseng replied 2 months ago.

Do you need another link?

Customer: replied 2 months ago.
I'll try the one we have
Expert:  syseng replied 2 months ago.

Ok

Customer: replied 2 months ago.
run a new one, old one goes to the error program
Expert:  syseng replied 2 months ago.

Ok, just a moment...

Expert:  syseng replied 2 months ago.

Here is the link to start the remote session:

click here

Customer: replied 2 months ago.
can't open file WiFi not working since last night
Customer: replied 2 months ago.
suspect to do with Safe Mode
Expert:  syseng replied 2 months ago.

Actually I was able to see that you connected the remote session this morning - I responded with a message however it shutdown right when I sent the message. So you are getting a network connection - at least just an hour or so ago. So please try the wireless connection again - if still not working please connect to the network through a network cable if possible.

Customer: replied 2 months ago.
Ok yes have cable may take time
Expert:  syseng replied 2 months ago.

Ok thanks. Just let me know when you are ready.

Expert:  syseng replied 2 months ago.

Computer is rebooting - should be back up momentarily...

Customer: replied 2 months ago.
all seems OK this end
Expert:  syseng replied 2 months ago.

Ok good.

Please start the Elsinore file downloaded today.