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Announcement

    DuffW
    Family Tree Maker 2014 Sync Issues
    Announcement posted October 2, 2013 by DuffWLevel 4, last edited October 7, 2013 by CaraLLevel 5 
    9812 Views, 116 Comments
    Title:
    Family Tree Maker 2014 Sync Issues
    Announcement:

    We want to let you all know that we have been investigating an issue related to syncing with Family Tree Maker 2014. Many of you have sent us error reports and we have been able to duplicate the issue, which means we can create a patch to hopefully fix it. We are working diligently on the patch and hope to have it ready for download soon. We will keep this post updated with the latest information on the issue, and appreciate your support and patience in the meantime.

    In the meantime, if you are experiencing other issues with Family Tree Maker, please don't hesitate to call our Customer Support at 1-800-262-3787.

    Best,

    DuffW 
    Sr. Product Manager, FTM

    Comments Are Closed

    • Brandon Ryan

      Thank you for this announcement.  Many of us were concerned that Ancestry has been avoiding discussion of the issue and have felt little hope that the problem would be resolved.  I am very happy to know that this is being addressed.

    • Chris Gilbert

      Over the past 2 days, I have been getting an error when trying to update my linked tree using FTM 2012. It doesn't matter if the source tree (ancestry.com) is up and open or not.  That is not to say the issue hasn't existed for a longer periodd than that -- it's just that I noticed it when trying to synch tree after not using FTM 2012 for a week or two.

      FTM 2012 tries, downloads the changed data, shows a summary to me, attempts to process it and then shows this error:

      "An error has occurred while synchronizing this tree. You may want to restart FTM and try later, but if this message recurs, you may need to unlink your trees and either upload a new linked tree from FTM or download a new linked tree from Ancestry."

      Chris Gilbert

      • Dwayne West

        I had major problems installing FTM 2014 on my Windows 7 computer but when I insralled it on Windows XP it installed with no problems and has synced multiple times, it takes a long time to upload Media because my ISP is so slow and I have large media files, I have 2 Trees 1 still laod ing media, 1st tree was a backup from FTM 2012 which never took media with it when I restored it to FTM 2014 2nd tree synced and is loading media, could prroblem be with Windows 7 and higher Operating Systems ?

        I took out the files larger than 10,000 k to speed up media upload so it shoul take less than normal 5 days, tree 3  below is still syncing. Sync stops sometimes and I have to restart but it finishes sync I believe that is caused by long media upload times.

        Fisrt Tree FTM 2012

        http://trees.ancestry.com/tree/57873482/family

        2nd Tree FTM 2012 B/U restored to FTM 2014 hand installed some media to names.

        http://trees.ancestry.com/tree/61943288/family

        3rd Tree opened with FTM 2014 sync went ok Mdeia still loading.

        http://trees.ancestry.com/tree/62061635/family

        Tree Summary 3rd Tree still loading media

         

        Tree Summary

        Some media files duplicated when I tried to group load media on 1st FTM 2014 tree by hand.

    • Hannah L

      Chris,

      The issue that Duff W is talking about in this post is happening in FTM 2014. Have you tried unlinking and relinking (or downloading again)? Click here for the illustrated instructional article on treesync troubleshooting steps.

      Thank you,

      Hannah L

      Community Moderator

      • Mary Francis

        Hannah,

        Chris may not have tried the unlink and relink process but I tried it several times and think it compounded the issue.

        Mary

      • Larry Warren

        I unlinked my tree  and downloaded again several times.  Each time after a few syncs I would get the same Sync Error - 'The last sync failed.  An error occurred while "Analyzing changes from Family Tree Maker".  You may want to restart FTM and try again later'.  I even deleted my tree several times and started over from scratch.  Each time after a few successful syncs the same issue occurred.  My tree is very large 'over 15,000) people and this process takes quite a bit of time.

        I've decided to stop trying until the patch is available.  I was glad to read that Nova has acknowledged the problem and is working to create a patch.

    • Dwayne West

       Is there any time frame for FTM 2014 sync error resolve, having same problem, getting sync error message, and my file is very large 35,574 name but a lot of media

      Tree Summary

       

      • Hannah L

        Hello Dwayne,

        Unfortunately, there is no time frame or estimated time of when the patch will be coming out. It will hopefully be released here in the near future, and resolve the treesync issues. 

        Thank you,

        Hannah L

        Community Moderator

    • Dwayne West

       My 3rd cousin ahave been working on this together for about 12 years, he input 10,000 paper FGS records he received from his Aunt's will.

    • Dwayne West

       We have a larger file that contains over 90,000 names but it will not sysc at all even on FTM 2012 so we broke file down to closer relatives.

      • Mary Francis

        I only have a little over 20,000 names but once they fix this problem, I will be breaking off some of it into other trees.  But I don't want to break it to small because I like to see the calculated relationships.  Mary

    • Steven Mitchell

      Thanks for being honest that a syncing problem does exist with FTM 2014 and that you are now working on a timely fix.  It is much appreciated.

       

      Many of us users have wasted a lot of time with and without Tech Support in going through the myriad of trial-and-error "solutions" that were developed for older versions of FTM and Windows.  Many people at Tech Support didn't even seem to know that a SyncError Report existed, or care to admit that a software problem might exist.  Some of those who were aware of the SyncError Report wouldn't agree to receive the report file until the user had experimented with all of the trial-and-error solutions that require a tremendous amount of time, not to mention the potential for other Windows-related problems to arise.  How many common user complaints does it take immediately after a new release for Tech Support and upper management to suspect that there could be a software problem?

       

      Please improve the reliability of your products and the various formats for up-to-date and knowledgeable support prior to the next release of FTM.  It seems as though some sort of problem arises with almost every release and that the end users are the testers.  Maybe it would be wise for most users to wait a little longer before updating next time.  Most end users are genealogists, not techies.

    • Alisha Peterson

      I am very disappointed in the fact that I cannot depend on what amounts to rather basic functions in the purpose of this software, when I have maintained the highest level of subscription to Ancestry.com, and THEN still paid for this faulty software that has caused me more problems than given any relief in the areas I wanted to use it for--i.e. the reports and the ability to delete multiple people.

      I do not feel that I have any obligation to do complex operations to use software that I purchase from a service that also charges me just to use any of it.  If Ancestry.com is not going to obtain adequate programmers to build and maintain products, then why are we customers having to pay so much for the product?  I'm at ease with computers and my husband is a senior applications developer, so it's not that these convoluted methods are beyond my abilities, but that I feel as a paying customer, support should be more easily found and more on top of fixing issues. 

    • CaraL

      Hi Alisha, 

      Thank you for taking the time to give us your feedback. 

      I hope you believe me when I say that we have a large team of customer service associates as well as product development folks working hard to fix these sorts of problems. One of the reasons that it can take some time is that we have to gather a significant number of error reports and then we have to work to be able to replicate those errors ourselves. Once we are able to reproduce the errors, we are able to then start working on a fix, which we are currently doing for FTM2014.

      We also strive to make a variety of support channels readily available for our customers. You can call us at 1-800-262-3787 or participate in the Online Support Community. You can also submit feedback here

      If you are interested, we do have articles on how to create a variety of reports as well as how to delete multiple people. 

      Cheers, 

      CaraL
      Online Community Manager

      • Mary Francis

        Hi Alisha,

        These problems seem to have been common enough from a substantial number of people that it does reflect poorly on the testing of this product release.  It does feel as if we, the customer, have been testing a product and have invested many hours doing so.  These issues should never have made it to a commercial release.  There should be some compensation for our efforts.

        Mary

      • Alisha Peterson

        Hi Cara.  i appreciate your response, especially since I did not intend to present any plea for help but wanted to also put my voice in with the others who are experiencing this problem, just as I will be honestly praising this product and Ancestry.com services when they have my praise.

        I do understand software development, launch, and that the most common situation is one like this—user data and observation is essential.  No matter how well built and proven within controlled parameters of the development team, it’s impossible to consider a release successful until the users can provide multiple environments.  Therefore, I am not upset that the software is not immediately perfect, or that one-on-one tech support is likely doing all it can to clean this up and cannot respond to me  immediately.

        However, I’m feeling rather annoyed that Ancestry’s business model requires the subscription fees to access the product, and yet provides inadequate customer support and reliance on those paying customers to fill in the gaps.  This is one reason I have not indexed here.  The discount offered in return for volunteering apparently applies to annual memberships, and I cannot afford that price to begin with.  I would expect to be treated a little more generously for basically producing the product that I’ve already bought.  Instead, my help would only be considered less than required for a small discount.  FamilySearch does not offer discounts, but they do provide nearly identical records to the searching I do on Ancestry, absolutely free.  My resentment is amplified by the fact that I LOVE indexing and feeling like I’m helping build a resource for others.  Still, for all the optimistic eagerness I have, it’s eventually replaced by resentment of being used for someone else’s profit.  It is like going to Ford to pay for a vehicle up front, but then being told that not only must I build the vehicle myself, but I also have to pay double for both the materials AND the finished product those materials created.

        Now, I’ve paid for software that is supposed to at least manage the products that I’m also paying for, but will be extremely difficult to use without the subscription.  Not only does the product have the flaws that it does, but these flaws are occurring during my monthly subscription, which is never something I can rely having month-to-month.  My time is valuable, quite literally since I’ve paid up front for that time.  During that paid period, I do not feel that I have an obligation to spend the time in either delay of use or to repair damages caused by some tech glitch. 

        As far as I can tell, there is no benefit to helping in the community, so when Ancestry uses its customer base to maintain and support other customers, there is no compensation for their time and effort.  I also feel that other avenues are unnecessarily difficult to access due to Ancestry’s support management.  I don’t WANT to use up my minutes and time in a phone call as the only guaranteed support from the business itself, and I do not want to help or rely on community support that Ancestry strongly supports by leaving those links easy to find.  The community is of course a huge benefit of resources and collaboration, and I like the ability to interact with others to gain further skills in genealogy.  At the same time, it would be nice to have a better support design that provides a direct link to the official company.

        For this sync error and other similar problems, I would want at least a detailed and honest log of the activity behind the scenes.  When I see that this software and subscription services are being only advertised in a misleading and flattering manner, it supports the uncomfortable notion that Ancestry has simply evolved to see only immediate profit opportunities, and now doesn’t even deny the dismissal of the customer as person attached to the payment we’re making.

    • Don Hanson

      Thanks for acknowledging that there is an issue. It's not uncommon for there to be issues when releasing upgrades to software. In the early days after release, I would much prefer to send a detailed report of what I did (step by step), what happened, and what I expected to happen. I have done this for many software products. Once in the hands of a competent rep, a short exchange quickly completes what is needed to replicate the problem. I stay away from phone support for 2 reasons: 1) they are usually the lowest gatekeepers who waste my time asking for me to do what I had already done until they finally escalate the call where I get to repeat it all over again for several more levels; 2) I can be much more precise in the steps, error messages, etc., including images where necessary.

      Yesterday, I finally received an email response to the report that I submitted on the feedback channel. Sadly, it contained the most basic troubleshooting, requested that I submit a report of the results, and then embedded links that opened a login for an Outlook application on the ancestry.com site. We all make mistakes, but every link went to the same login.

      Customer service is talked about a lot, but sadly the most basic part of customer service, LISTENING for understanding, is not being followed.

       

      • CaraL

        Don, 

        I hear you that you prefer to solve issues online instead of the phone. That is one of the major reasons that this platform exists. However, I think you might have been guided to the wrong place if you were expecting technical support by submitting an issue on the feedback channel. The channels to get help on a technical issue are our Online Help site, the Online Support Community, or the phone. Our Submit Feedback channel is for the submittal of product feedback and is not staffed as heavily as the other help avenues I mentioned above. 

        We are listening, and striving to listen better, but unfortunately cannot always reply immediately. 

        -CaraL
        Online Community Manager

        • Don Hanson

          Thanks Cara,

          I think that we just found a major problem! I had searched so long trying to first find confirmation that FTM was aware of the problem and not finding that, searching for a way to simply communicate what I knew of the problem from my tests. I could see by the volume of posts, that many were having trouble with syncing. Those posts were also strongly hinting that calling support was a waste of time. So, not wanting to waste either my time or support's I submitted what I knew, the only place that had enough room for me to thoroughly list what I had done and what was happening, the Ancestry Community forum. I mis-spoke when I said Feedback channel.

          The problem is, sometimes there is a real bug that can't be quickly fixed. Some of us know how to troubleshoot and research a company's website for answers to problems. Rather than waiting for a critical mass to wind its way through the 'approved support channels', it should be to everyone's benefit to simplify and streamline the reporting of issues by users who can help. Instead, I searched in vain. Not giving up, I posted in the only place that made sense at the time.

          I was excited to actually receive an email response. But I was quickly frustrated when the email was a template response that was pretty standard platitudes, basic troubleshooting that I had already done, and links to explain how to generate a sync error report such as:

          <https://mail.ancestry.com/owa/redir.aspx?C=PPhsExmnDk66rQiygkRATBkyuwQLk9AIcWYSNqWy24LpqrwTkDv95QkfDDi3pJnaT0x2Y_3pEPA.&amp;amp;URL=http%3a%2f%2fhelp.ancestry.com%2fapp%2fanswers%2fdetail%2fa_id%2f5511>

          The other 3 links similarly began at mail.ancestry.com, the ancestry.com mail server.

          That's when the real frustration set in. The email reply sent the unintended message that the issue doesn't deserve my full attention.

          Don

    • Brandon Ryan

      Don, I agree!

      I am a Software Engineer with 10 years of .NET development experience.  I've been able to extract out the .NET Exception (error message) that shows where the problem is and even on what line of code the problems arise.  I've tried to send these in but they never would make it past first line support.  I've tried to contact support via every avenue I can think of: here, on the other set of forums, via Facebook, via Twitter, via Phone, etc, but no one would take my request seriously.  That is why I lost confidence.

      • Brenda Stone

        Thank you, Brandon.  I appreciate hearing this.  

        I am not a software engineer, but I am very curious about what the problem is.  There were so many variations of the issues that people had that I just want to know what was wrong with the software and how could it have gone so wrong?

        I noted that the patch was more like a new installation of FTM 2014, not just a couple of files.  I know that I have read that the beta software worked well.  So, what could have happened?  And, how did a product that was so similar to its predecessor go so far off the rails?  

        It has been an interesting experience.

    • L Smith

      For the past year or so, I've never been able to keep an active tree online for more than a couple of months, due to sync failures.  And every time I called tech support, I have always talked to a very friendly consultant who would love to be helpful, but had no idea how to deal with the on-going sync issues, and no way of escalating the problem to someone who could help. 

      So when FTM 2014 was advertised as having improved sync function, I pre-ordered immediately.  And I have NEVER had a successful sync of my main tree since installing FTM 2014.  I've been going through Ancestry's checklist of tricks to try, without any luck, and my frustration level is exceptionally high.  Since I have made a number of additions to my local tree, maybe I should forego even trying to maintain an online tree until the patch comes out.

       

      • Don Hanson

        FWIW, I now see the sync had errors popup after a sync reaches the end of the verify process. Though the error says to close and reopen FTM and sync again, when I reopen, both trees are in sync. It appears that the error popup is in error! wink I, too, ordered 2014 in the hopes of solving the sync issues and felt betrayed when the marketing promise of improved sync didn't come close to reality. Early on, I un-linked the online tree and uploaded the desktop tree. I continued to have issues until I noticed that the error popup was in error! So, I don't know if I'd be having the same results had I not done that, but, it may give you hope and a path forward.

         

      • Mary Francis

        Well at least this time you can be certain the synch problem is not you but is 2014.

         

    • Don Hanson

      I really don't want to turn this into a bash fest. It's just a shame when a company spends as much time, effort, money on customer service and still miss the mark. Much of that could be saved and issues addressed and ultimately solved if more attention was paid to making it easy to for those with the knowledge and inclination to report those issues. I finally convinced one company that empowering/training their support staff to recognize those who know what they are talking about and quickly direct them to a form that is addressed to senior engineering. I've spent a day on a support line. I sympathize that a majority need the simplest of hand holding. But, my years in sales also tell me that every single call can be a goldmine, if only recognized and treated accordingly. To make a long story short, the company made a modest commitment to training and retooling their communication/reporting, but are still amazed at the benefits they reaped.

    • Dwayne West

      I loaded FTM 2014 on my Windows XP computer then restored my FTM 2012 file with FTM 2014, it sync'ed and is now loading media, I took out the 10,000 k to 48,000 k media files, it used to take 5 days for media to upload, we will see  how long it yakes revised media file.

      Dwayne W West

      • Mary Francis

        I'm not sure what you are saying.  You went back to FTM2012?  I tried that and it didn't help.  In fact, it seemed to make things worse because some of my tree on Ancestry is corrupted (like pdf files). 
        But maybe I misunderstand what you said?  Mary

        • Hannah L

          Hello Mary,

          If you have some file corrupt going on in your tree, here is an article you can run through to try to repair the file. This way when the patch comes out, you will no longer have file corrupt before syncing your tree.

          Thank you,

          Hannah L

          Community Moderator

          • Mary Francis

            Hannah,

            I did all of these things on the link because I was told that I had tried to upload corrupt media - the first time I called about synch problem with FTM2014.  But my files were not corrupt.  They were jpegs from a same folder that had worked with FTM2012.  They were fine.  Actually I'm getting frustrated with Ancestry suggesting that there is something corrupt about my files. But since FTM 2014, I have found pdf files in Ancestry that just open a new tab and are blank.  When I look at them in my FTM, they are fine and legible.  My complaint is that it seem the synch process caused some corruption!!! And naturally I'm concerned about the hours it is going to take me to clean a mess up that is NOT because I have or had any corrupt files. 

            Mary

            • L Smith

              I am convinced that the Sync process does corrupt media files, which in turn, prevents future syncing.

    • Jeremy Millrood

      I've noticed the problem has gotten progressively worse over the past few days. To the point now where the trees won't even sync. I keep getting the Sync error message that the last sync failed while Analyzing changes and that I may want to restart family tree maker again later...That's almost comical, how do I know if it will even be working later??

      My assumption is that they are presently working on things on the back end which is causing the error, but who knows. I'm running Windows 8 on my machine, so I'm not sure if that is compounding the problem. I would hope not. Wondering if the hotfix/patch will be pushed out automatically or if is something we'll have to update manually. Looking forward to this being resolved soon.

    • Barbara Taylor

      Also looking for a resolution to this issue.  I have FTM 2014, and did not have any problem syncing at all until a few days ago, then it failed to sync 4 times.  Finally re-downloaded my tree (23,000+) people, which takes over night to do.  Sync'd successfully a few times after that, then the sync failed again - the first time after I had the sync counts and printed the change report.  Now, it fails before getting to that point, so not able to sync at all.

      Barbara

      Edit: I had so many problems with the sync in FTM 2012 that I was tickled when asked if I would be part of the beta testing, which I was.  In FTM 2014,  the product seemed much more stable for syncing, which was my major focus for testing.  I have also created several threads on the Message Boards with tips for customers on  how to successfully sync in FTM 2012 and how to convert from FTM 2012 to FTM 2014 because so many people were having problems. 

      I had a long career in IT from data entry to programmer through software analysis/design to project manager and CIO, with experience working for private industry, government and software development companies.  My last job before retiring was managing IT support for a state government agency.  I've also been self-employed as a management consultant for many years, often involved in large-scale software implementations that changed the company's business practices.

      My frustration with the product is less than my frustration with the lack of appropriate customer support response.  Instead of just complaining, I have offered my expertise in the ways mentioned above, and made some specific suggestions for ways that Ancestry could address the issues in my newsletter this month.  The October topic is Keys to Great Customer Service.  See http://www.itstime.com/oct2013.htm. 

    • Debbie Kalina

      Thanks for reassuring me that I haven't screwed something up or lost my mind smiley  I'm not even syncing an existing FTM file to my online tree - had already un-synced an existing but outdated FTM 2012 file and have been trying to download my online tree into a new 2014 file. 

      I'm curious; is there a file size limit for downloading or syncing?  I'm at nearly 53,000 individuals and counting.

      Debbie

      • Hannah L

        Hello Debbie,

        There is not a file size limit, however, it does take a lot longer to sync your tree because it is a larger file. As well as larger tree files can tend to get corruption in them more often. So maintaining a larger tree file is of course going to be more work.

        Thank you,

        Hannah L

        Community Moderator

    • Brian Swanson

      I'm glad they are addressing this issue, I specifically purchased FTM because of the syncing feature and due to the recent issues with the Ancestry.com site.  I really hope that Ancestry takes a moment to reflect upon some of the recent technological issues and review their infrastructure plans and skill set available within their organization.  By doing this it should help them get some real insight into who they need to hire to meet the future needs of their customers and infrastructure.

    • Brian Swanson

      If you are software developer, IT professional, software engineer, etc. I urge you to not put your energy into venting on this forum but instead take a look at the careers available and put your energies into helping create a more robust, sound, infrastructure for the Ancestry.com site and for their FTM product too.

      If you feel that you want to make a difference in the products that Ancestry.com and their software FTM then take a moment to check out all of the various IT, software development, software engineering, oracle specialist, network architect, etc. related careers.  Then take moment to check them out via the link below.  Many of these opportunities are available in either the San Francisco, CA area and Provo, UT area.

      http://ch.tbe.taleo.net/CH05/ats/careers/searchResults.jsp?org=ANCESTRY&cws=38

      Best Regards,

      Brian

      • Don Hanson

        Venting is really not appropriate in a user community forum. If that was the point of your post, I agree. On the other hand, those with a level of expertise that rises above the typical user, shouldn't be treated as though they know nothing. Nor should they be made to feel that only by working for the company, do they have something useful to contribute.

        The hard thing is to find a way to channel and use that knowledge so that those users feel valued and not frustrated. Currently, there are no clear vehicles for that exchange, so their posts go anywhere, instead of keeping topics more cohesive.

        • CaraL

          Don,

          This is a really great point, and something that I do want to make happen. I would like to create a group for our Super Users that would enable those users to identify themselves as such and receive greater privileges on the site. These Super Users would be empowered to help other community members as well as participate in some one-on-one meetings and discussions with Ancestry.com staff. It sounds like you might be a great candidate for this program - would it be something you are interested in participating in? 

          -CaraL
          Online Community Manager

          • Brandon Ryan

            Cara,

            I know your posted was directed at Don, and I hope I am not out of line by commenting, but I, myself would be interested in joining this group.  With my background as a .NET developer and my interest in genealogy, I would be happy to help.

            Thanks

            • CaraL

              Brandon, 

              That is awesome - I will be in touch soon!

              Thanks, 

              CaraL
              Online Community Manager

            • Barb Bolte

              Brandon,

              Let's hope that they follow up with this...We need more people like you....Some of the replies and answers we get from customer support seem to "talk down" on us....we may not all be IT guys...but a lot smarter that they think we are... 

               

              Thanks for offering your help,

              Barb

          • Mary Francis

            Who will be the Super Users.  I consider myself just okay; nothing Super but better than some.  I too have been frustrated with Customer Support asking me over and over the same thing and sending me to invaluable web pages that I had already read.  Some of the things I was asked to do like compact, turn off virus detection, etc. over and over.  I jumped through hoops trying to be cooperative and nice because I knew they were reading a script for troubleshooting.  Meanwhile, no one told me there was a problem with the release but blamed it on my corrupt files or inability to use the software properly.   Most people were nice enough, but I did get one guy who treated me like I was just stupid.  He just had me do everything I had already done more than once already.  I had talked to support at least 10 times before I got a hint that it was something in FTM2014 that might have caused the problem.  It may seem like venting (well maybe it is a little) but it is also letting you know that you might make a few feel a little better by calling them Super Users and including them on the 'inside' but you really need to do some better training with front line.

          • Don Hanson

            Sure, I don't know that I'm a 'super user'. I've had a lot of varied experiences. I know a little about a lot of things, but a lot about very little! wink

          • Barbara Needham

            PLEASE don't call it Super User. It need to be identified as to the type of group it is. Are you striving to have this be those with more technical expertise? Then call it "Technical help group" or something like that.

            Are you looking for experienced genealogists? Then call it "Advanced Genealogy Group"...

            you get the idea...

             

            • CaraL

              Great feedback, Barbara. You're right - a more descriptive name would be helpful in communicating what the purpose of the group actually is. 

              Thank you, 

              CaraL
              Online Community Manager

          • James Winters

            I agree with Barbara, Don.  I don't even classify myself as advanced. Yes I was doing this before the internet. Went to towns of my ancestors. Went to the Momon's Centers ordered micro fiche looked at reels of papers, documents and so on. been to court houses allot of ground work. Then the internet caught up to what I had and I can explore what other people on the same lines as I have. I can help those just starting but if anyone has any computer knowledge it isnt that hard to pick up quickly. I would be glad to help any in a forum setting with things that I might know that others might not. For the life of me though I don't know what I know that others who been doing this for awhile wouldn't already know...

          • RichardL

            Long-time FTM user, long-time Ancestry.com member here. VERY frustrated user. Currently on FTM 2014, Windows 7 64-bit, 8 GB RAM.

            As a customer-facing support engineer for a very large software company with twenty years supporting end users (despite my grumpy profile picture), I think I have something positive to add.

            - Without meaningful error messages it is impossible to try to troubleshoot software problems.

            - If it is bad data, provide us the tools to check the integrity and validity of that data.

            - If it is a processing problem, tell us what process is failing and what needs to be corrected.

            - if there is a problem synchronizing a media item, tell us what file(s) are problematic.

            - If it is a FTM or program settings problem, tell us how to fix it. 

            - If there is a sync-monitor tool we can use to find out when and where it fails, please provide one.

            • L Smith

              That would be so helpful!

            • Michael Brehmer

              I'm a "back office" Systems Engineer and these are exactly the tools we provide our developers and users to troubleshoot problems.  One other thing we do for user support is automatic escalation of trouble tickets when we see anything that looks like a common problem, but in terms of priority and who you speak with.  It's not uncommon for me to talk directly with users around the world and I'd rather get the their straight scoop rather it being filtered if there is a significant problem.  After all, I'm the one who is going to have to fix it, test it, and move it into our production environment.  Ancestry would benefit in the long run from a more vibrant approach to to systems problem solving.  (I'm also a victim of the customer service "try-everthing" approach multiple times with FTM 2014.  Eventually went back to FTM 2012 and lost a couple of hundred records.  Now concerned that FTM 2012 is showing instability in the sync process.)

            • Hannah L

              Hello RichardL,

              Sorry no one has gotten back to you sooner. Has your sync issue been resolved? If not what process did you go through to try to resolve it?

              Thank you,

              Hannah L 

              Community Moderator

    • Michael Lafreniere

      Yes, I'm having this problem too. Have had to download several times, and each time I make a change locally, it runs into sync problems. Ran ALL the suggested steps to correct and no fix yet. Am NOT happy about this.

      • Hannah L

        Hello Michael,

        We have escalated your issue and someone should be in contact with you to help resolve your issue.

        Thank you,

        Hannah L

        Community Moderator