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Family tree builder will not load when My Heritage website is being maintained
Jeff Lee
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I noticed that the Family Tree Builder software will not run when your website down for weekly maintenance.  It just happened to me a few hours ago. I thought my program crashed . I even tried to reinstall but same problem.  Fortunately  all my data are still on my HDD and I can run the s/w  with all files intact  when your website is up and runing again .  Is there a way for the s/w to operate without being connected to your website ?   Thanks
Jeff Lee
Vancouver, WA
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2
RE: Family tree builder will not load when My Heritage website is being maintained
Rhianna W
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The problem you had was indeed connected to the maintenance period some of the sites went through.

Any communication between your family site and Family Tree Builder during that time caused problems with the program.

Let me know all is well now. If you continue to experience problems, please explain in as much detail as possible and we'll investigate.

 

Rhianna W
Tel Aviv, Israel
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3
RE: Family tree builder will not load when My Heritage website is being maintained
Michael Levin
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I have the same problem the second day! This message I got from only from ONE website - Premium!

I have several Basic website, wich are working.

Michael Levin
Philadelphia, PA
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4
RE: Family tree builder will not load when My Heritage website is being maintained [2]
Rhianna W
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Can you let me know all is well?
Rhianna W
Tel Aviv, Israel
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5
RE: Family tree builder will not load when My Heritage website is being maintained
Steve N. Mavronis
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MyHeritage can send Newsletters to family members but not to pre-schedule downtime?

 Anyway, here is a trick to run FTB when the MyHeritage site is down: Temporaily disable your network connection to the Internet. If you have a cable/dsl modem it is simple as toggling the offline button on the modem or unplugging the network cable to break your connection. Then start FTB and wait. It will eventually time out after a couple minutes when it gives up on contacting the MyHeritage server. Click through any error messages if you see them. Then FTB will load your family tree so you can edit it offline. Oh, don't forget to re-enable your connection when you are done!

Also, periodically export your tree to a gedcom file. That way if MyHeritage happens to never come back online, at least you have your family data. Then you can upload or import it into another program or genealogy website. I actually did that at a competitor website family tree service just in case, because I got very frustrated MyHeritage was down almost 2 days. I think this forum should be on another server or host so we can login to something to get site status updates from the support team.

Steve N. Mavronis
Baltimore, MD
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6
RE: Family tree builder will not load when My Heritage website is being maintained [2]
Rhianna W
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Hi Stephanos,

Thanks for offering the great advice. I think you may have helped another member I saw writing on the forum who had exported a gedcom file to resolve her problem. :)

The problems you encountered in Family Tree Builder were indeed connected to the maintenance period and affected only the small number of sites that were in maintenance for a prolonged duration.

Any communication between Family Tree Builder and your family site during that time caused FTB to have errors. For example, if you use automatic publishing to automatically backup your family tree to your family site, then the program would try to connect to the internet and communicate with your family site the moment you opened the program. In some cases this caused FTB to crash.

Now that your site is live, you should no longer experience problems. Please be in touch with us if you do have trouble of any kind.

The maintenance period was so short for most of the millions of sites at MyHeritage that it was unfelt by users. This is how we planned it and therefore did not notify our members. Unfortunately, you and a couple hundred other users got the lucky end of the deal and ended up in a longer period of maintenance than we anticipated. Apologies.

Your data and family site should be just fine. I'd appreciate if you'd let me know this is the case.

About five or six members have had some minor problems such as photos being attached to the wrong person, but the team is working on these sites as soon as they come in and most of those issues have already been resolved.

For you to know, there is a back up feature in the File menu in FTB that will allow you to easily backup your family tree locally on your computer. If you work in FTB then your family tree file is always saved on your computer. This means that even if something were to happen to your family site you would still have the full file including photos on your computer.

A gedcom file has its advantages and disadvantages. The biggest advantage is, like you mentioned, that you can import it into other genealogy programs. The disadvantage is that gedcom files typically do not include photos. 

If you have photos in the tree the best option is to use the File > Backup project feature in FTB. You can always export a gedcom from this file at a later date.

I hope this information helps you.

 

Sincerely,

Jaiel / MyHeritage team

Rhianna W
Tel Aviv, Israel
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7
RE: Family tree builder will not load when My Heritage website is being maintained [2]
Jeff Lee
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I agree completely regarding separate server for the forums.
Jeff Lee
Vancouver, WA
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8
RE: Family tree builder will not load when My Heritage website is being maintained
Holly Walters-Marsh
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How long does maintenance take?  This is my 2nd day of waiting to get on my site.
Holly Walters-Marsh
Evanston, IL
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9
RE: Family tree builder will not load when My Heritage website is being maintained [2]
Jeff Lee
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I got back in after a  few hours . However I have not used the software for a week so I don't know when the maintenance actually started. Maybe they should add a statement to the effect that the Family Tree builder software will not work while maintenace is being carried out .right on the first page of their Forums. 
Jeff Lee
Vancouver, WA
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10
RE: Family tree builder will not load when My Heritage website is being maintained [3]
member
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I had the same problem and spent an anxious day worrying that the problem was on my end.  It would sure be nice if the myHeritage folks could give us some notice in a universal message!
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11
RE: Family tree builder will not load when My Heritage website is being maintained [4]
Rhianna W
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Dear Ing,

Please let me know that everything is okay on your site now. It would be great if you could do that.

Thanks much,

Jaiel / MyHeritage team

Rhianna W
Tel Aviv, Israel
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12
weekly maintenance
Holly Walters-Marsh
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Has anyone heard how long this is going to last?

Are only 'basic" members having this problem?  Are any of the   

problem sites "premium"?

Holly Walters-Marsh
Evanston, IL
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13
RE: weekly maintenance [5]
Ian McCluskey
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Holly,

 I have the same problem when I try to access my site. I have emailed the technical support guys who said there were hunders of family trees with this problem, though not all it would seem. I was told it would be fixed in a couple of days, though that was a couple of days ago. My site has been down now for 4 days and its very dissapointing. I hope all the data is not lost. Pleas elet me kow if you get yours up and running.

 Regards

Ian Mc

Ian McCluskey
Scotland
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14
RE: weekly maintenance [6]
Holly Walters-Marsh
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Nothing yet, Ian

 I wonder if this isn't a tactic to get us to buy up to the premium service - get us hooked on all the user-friendly and interactive features of 'myheritage.com', then take it away for a while.  The last time I was on was 4 days ago - just as my site members were starting to enjoy it and participate.

I agree that it is very disappointing because, up until now, I had been very impressed with the site.  But even with its great features, its no good if it isn't relyable. And I can't even explain what is going on to my family - their email addresses are on the site I can't access.  So after weeks of newsletter invitations, reminders and requests, those attempting to finally log on this week, got nowhere

Holly Walters-Marsh
Evanston, IL
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15
RE: weekly maintenance [7]
Rhianna W
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Hi Holly,

I can understand that it is frustrating to have a new family site and then lose access to it. It sounds like your family really like the idea of having a place to interact on the net. I hope this is the case.

Please let us know that everything is okay now that your site has been active for the past couple of days.

I ask you to consider the fact that this prolonged maintenance period for a small number of sites comes after four years of consistent service.  I hope you will continue to use MyHeritage and enjoy it.

Sincerely Yours,

Jaiel / MyHeritage team

Rhianna W
Tel Aviv, Israel
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16
RE: weekly maintenance [7]
Deleted member
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I'm a premium user and also have the maintenance issue, so it's not just the free users.

 I have a REALLY bad feeling about this.

 If I had to guess, I'd say that something really bad happened (like they lost some user data and were not able to fix it with backups) and that they're still trying to figure out the best course of action.

If it was just a technical issue of some hardware failing, I would have asumed they would have updated us all to re-asure us that everything will eventually be fine.

 Furthermore, I'm very disapointed in the lack of transparency regarding this matter, especially in this day and age.

 - Ophir 

Deleted member
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17
RE: weekly maintenance [8]
Rhianna W
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Hi Ophir, The technical maintenance was the result of our gradual moving to a new data center. A small number of sites were under a prolonged maintenance period. This is a once-in-a-lifetime migration (we hope :-) It took longer for some of the sites. Everything is fine now and the site will soon provide faster performance. Please have a look at your Site Account. And let me know if any problems arise.
Rhianna W
Tel Aviv, Israel
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18
RE: weekly maintenance [8]
member
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Hi,

I'm also a Premium user and my site has been down for nine days.

I'm constantly getting messages from my members asking whether I have blocked them from the site. My site is a private site for members only and am wondering if this problem is for the private sites or all sites.

With regard to storing you Gedcom off your computer, I send mine up to Gencircles each week so that if I do have a problem I can still download it again. Do you know of any other sites where you can store Gedcoms as backups.

Terry

 

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19
RE: weekly maintenance [9]
Rhianna W
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Hi Terry,

Many genealogy websites allow you to upload gedcom files. In addition, can I direct you to my answer to Stephanos' post regarding backups? I hope this information will help you.

It would also be great if you could let us know that your site is working now. If not I will have the team investigate and resolve issues.

Thanks,

Jaiel / MyHeritage team

Rhianna W
Tel Aviv, Israel
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20
RE: weekly maintenance [10]
member
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Rhianna W wrote:

Hi Terry,

Many genealogy websites allow you to upload gedcom files. In addition, can I direct you to my answer to Stephanos' post regarding backups? I hope this information will help you.

It would also be great if you could let us know that your site is working now. If not I will have the team investigate and resolve issues.

Thanks,

Jaiel / MyHeritage team

Hi Jaiel,

 

Thanks for the message and yes my site seems to be working fine. I did have trouble previously with the site not showing Smart Matches, but will check that is a few days to see if working again.

Thanking you,

Terry Gill. 

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21
RE: weekly maintenance [7]
Ian McCluskey
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Hi Holly,

Have you had any luck with your site?  I had an emai from the them today to say they were working on it 24hrs a day and expect it to be fixed in a day or two, but then they said that the last time. I'll keep you posted if its does or if I hear anything else.

Take care

Iasn Mc 

Ian McCluskey
Scotland
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22
RE: Family tree builder will not load when My Heritage website is being maintained [4]
Jeff Lee
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I have been exporting my gedcom file most of the time to a ext memory whenever I made major changes or additions . However this incident will make me more diligent in doing this more often.
Jeff Lee
Vancouver, WA
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23
RE: Family tree builder will not load when My Heritage website is being maintained [5]
Noam
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Hi, I am happy to let you know that your Family Sites are back online. I am truly sorry for your inconvenience. You can read more details about the maintenance work that caused this in our company blog. Regards Noam / MyHeritage Team
Noam
Israel
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