It does not seem like this forum is one that gets a lot of attention from Ancestry.com. It is a "community support" tool, so perhaps that is for us to help each other. [This post was edited to be more readable on 9/27/13. Also, read Jeff's post in this thread about submitting feedback to reach Ancestry.]
If you are getting a message that says that FTM 2014 could not sync when "Analyzing online changes" you might save yourself time by trying all the suggestions I received after making two calls before you call in.
1) Compact your database before you call because that will probably be one of the first things that you are told to do. Go to this link (ARTICLE 4380) and follow the instructions.
2) Calling in is a pain, but might as well do it. Read through what I was instructed to do, and you might save some time...you actually could do everything in these links before you call and be ready for that next idea from Ancestry tech support.
**Not connected to the Internet or behind a firewall error - ARTICLE 2257
**Optimizing . . . . - ARTICLE 5251
**TreeSync troubleshooting...ARTICLE 5433
Make a fake tree - They had me test the integrity of the files in my trees (such as PDFs) by making a new tree on Ancestry.com of about five members, link it to FTM 2014. My experience was that it downloaded and supposedly linked just fine. Then, they told me to go back on my new Ancestry.com dummy tree and make a change, try to sync. My dummy tree would not sync after changes on the web. That is when they told me it was not my tree, or a corrupt file, it had to be a problem with my computer or connection.
At that point, I was told to try this page of troubleshooting tips and to call back if it did not work. Here are those instructions...you could do these before calling in:
Run a Sync Error Report and offer to send it in - You can also tell them that you have done a Sync Error Report and want to email it in for analysis. (See these instructions (ARTICLE 5511) before calling in and be ready to send them in while you are on the phone.) [In case you want to see the files, the password is "NGDuck".]
3) Use the Feedback form: I posted my woes on this forum. I got a response after I sent a link to my frustrated forum posts in the feedback form (link below). Tamila checked in within a couple of hours and responded here and she also emailed me.
4) Try posting on Facebook Customer Support Page - add a link to your problem in this area also. [It kind of looks like it is actually running a feed from this forum, but it cannot hurt to post there if you want to get someone to respond to you.]
My outcome? After removing all except one tree from FTM 2014 and going through #'s 1-4 above,, I am now magically able to sync one tree. I did nothing more after working with the Ancestry.com tech support and following all the instructions. It just started syncing two days later, the day that I got a reply on this board. I have the other trees in FTM 2012. I will try adding my other trees back to FTM 2014 over the weekend.
Please note that there does not seem to be any help pages with "FTM 2014" suggestions, just FTM 2012, but the techs on the phone assure me that they will work wit FTM 2014...same instructions.
[Edited to add... If you do all of the above steps before calling, you can tell the IT person that you have completed the steps in articles 4380, 2257, 5251, 5433, 5511 and that you made a test tree with a few people and no media and it will not sync.]
I hope that this helps save time with troubleshooting and getting answers! I will update everyone when I have added trees back into FTM 2014.
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