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Family Tree Builder crashes after a few minutes
Ruby
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After the big weekly maintenance, which lasted more than a day this week, suddently my Family Tree Builder software also got a problem: When I open the programme, I'm only able to work in this for a few minutes, before the software crashes! With no warning or any indications, that it's about to close............

Can anyone please help me?

Thanks a lot!

Helle Ruby

Ruby
Denmark
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2
RE: Family Tree Builder crashes after a few minutes
Noam
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Hi Ruby,

I am sorry to hear you are having trouble.

Try to go to the Publishing menu > Publishing settings,

Remove the publishing request,

and add a new publishing request for your Family Site.

Let me know if that helps.

 

Regards,

Noam \ MyHeritage

Noam
Israel
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3
RE: Family Tree Builder crashes after a few minutes [2]
Ruby
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Noam wrote:

Hi Ruby,

I am sorry to hear you are having trouble.

Try to go to the Publishing menu > Publishing settings,

Remove the publishing request,

and add a new publishing request for your Family Site.

Let me know if that helps.

 

Regards,

Noam MyHeritage

Hi Noam -

THANK YOU for replying!

I'm sad to say, that the procedure you suggested didn't do the trick. The Family Tree Builder still crashes after a few minutes......... The problem appeared after lasts weeks maintenance, which lasted many many hours.

Best regards,

Helle Jill Ruby

 

Ruby
Denmark
- Reply
4
RE: Family Tree Builder crashes after a few minutes [3]
Noam
- Close

Hi Ruby,

 

Try to install Family Tree Builder again.

It will not damage your project.

You can download it from here.

Let me know if that helps.

Noam.

 

Noam
Israel
- Reply
5
RE: Family Tree Builder crashes after a few minutes [4]
Ruby
- Close

Hi -

I've downloaded the Family Tree Builder again, but the programme still crashes after having been open for a few minutes. Should my "old" version og the Family Tree Builder have been uninstalled, before I downloaded the software again?

 Best regards

Helle Ruby

 

 

Ruby
Denmark
- Reply
6
RE: Family Tree Builder crashes after a few minutes [5]
Noam
- Close
 

Hi Helle,

 

Please try to uninstall, and install again. 

Could you tell me which operating system you are using?

Does the program crash after you do some specific action?

By the way -You have a very nice Family Site!

Regards,

Noam \ MyHeritage

Noam
Israel
- Reply
7
RE: Family Tree Builder crashes after a few minutes [6]
Ruby
- Close

Hi again -

 Thank you for your nice words about my site. I've been more than happy to use Family Tree Builder for the last few months, and therefore I'm very sad, that this now gives me trouble. I really hope, that you can help me overcome the problems.

I've now un- and reinstalled the software. Unfortunately the problem still exists - the programme crashes after a few minutes.Somehow I get a feeling, that the crashes are connected to the ongoing Smart Research. But I'm not at all sure about this. The programme crashes after a few minutes, no matter if I work in the software or leave it "untouched".

I've tried to open the sample project included in the software, and when I open that, the software doesn't crash! So it seems, that something is wrong with my genealogy project.

I use Windows XP, version 5, sp2.

Hope to hear from you again regarding this problem.

 

Best regards,

Helle Ruby

 

 

Ruby
Denmark
- Reply
8
RE: Family Tree Builder crashes after a few minutes [7]
Ruby
- Close

Hi there -

Yepiie - I found a solution myselv, and it seems to work!:

I saved my family project as a GEDCOM file. Then I imported that GEDCOM file to a new family project. Tests showed, that the new peoject sisn't crash the software! Therefore I deleted the old family tree at my site and uploaded the new project to the site instead!

 Best regards,

Helle Ruby

Ruby
Denmark
- Reply
9
RE: Family Tree Builder crashes after a few minutes [8]
Noam
- Close

Hi Helle,

I am happy to hear that you found a solution...

It might have been a problem with the Smart Research. Did you have any names with special characters in your tree?

Please let me know as soon as you have this problem again.

Regards,

Noam. 

Noam
Israel
- Reply
10
RE: Family Tree Builder crashes after a few minutes [9]
Ruby
- Close

Hi -

Yes, most of my family names are danish names, and in Denmark we have 3 special characters in our alphabet: æ, ø and å. 

I have a question: I've started up the SmartMatches search yesterday evening, but still I get a message saying, that new SmartMatches ar being handled by MyHeritage.com, and that I should wait a moment and then click the button "Update now".  I've waited "many moments" now, but still nothing new happens, when i click the "update" button. How long will it take to get the first Smart Matches for my new project?

Best regards,

Helle

 

Ruby
Denmark
- Reply
11
RE: Family Tree Builder crashes after a few minutes [10]
Noam
- Close

Hi Helle,

 

Since you are a Premium member, you Tree should be processed quickly. 

Try to make a small change in your tree, publish it, and then click 'update now'.

Since you Family Tree is rather big, it might take a couple of days, but you should be getting results. You can also check for Smart Matches in your Family Site.

 

Let me know if you don't get any Matches after a couple of days.

Noam

Noam
Israel
- Reply
12
RE: Family Tree Builder crashes after a few minutes [11]
Nancy Burton Morales
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How long does it take to begin to get smart matches if you are not a premium member?  
Nancy Burton Morales
- Reply
13
RE: Family Tree Builder crashes after a few minutes [12]
Noam
- Close

You should get the matches in a day or two.

Don't publish your project again, so you will not have to wait the line again.

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
- Reply
14
RE: Family Tree Builder crashes after a few minutes
Ruby
- Close

Are you there MyHeritage staff? If no one else can help me, you must be able to....... Your support team has not reacted to a mail, I send them. The same goes for your info-people.

Please-please-please-please!

 

Best regards,

Helle Ruby

Ruby
Denmark
- Reply
15
RE: Family Tree Builder crashes after a few minutes [2]
Rhianna W
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Hi Helle,

The problem you had with publishing was connected to the fact that your site was one of those that had a prolonged maintenance period.

Any communication between Family Tree Builder and your family site during the time the site was in maintenance caused an error in Family Tree Builder. 

Now that your site is up and running (you should have recieved an email notifying you that your site is live again) you should not experience further errors in Family Tree Builder.

Please let us know that you are able to use the program without problems now.

If you still have trouble, we'll investigate asap.

Rhianna W
Tel Aviv, Israel
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16
RE: Family Tree Builder crashes after a few minutes [3]
Ruby
- Close

Hi -

No, I'm not able to use the program without problems. The program still crashes after a few minutes. And I have not received an e-mail telling me, that my site is alive again. Just as I was not informed in advance of the maintenance, which seems to have caused the software problems.

I have un- and reinstalled the software with no luck.

 

Best regards,

Helle Ruby

Ruby
Denmark
- Reply
17
RE: Family Tree Builder crashes after a few minutes [4]
Rhianna W
- Close

Hi Helle,

I've forwarded you copies of the emails that were sent to you throughout the maintenance period.

If you didn't receive these mails it makes me wonder if you receive other types of emails from MyHeritage such as calendar alerts and notification emails? It can help to configure the settings in your email account to accept emails from MyHeritage. Keep me posted on this.

Unfortunately, we did not anticipate the necessity for a maintenance period at all and so did not inform anyone that there would be such a thing. I hope you will understand. After four years of consistent service this is the first time such a long maintenance has ever occurred.

All in all the maintenance is intended to help family sites run faster and more smoothly. Everyone will benefit from this period.

If you check your Site Account I believe you will be happily surprised as well.

Best,

Jaiel / MyHeritage support team

Rhianna W
Tel Aviv, Israel
- Reply
18
<Dette opslag er slettet>
Ruby
19
RE: Family Tree Builder crashes after a few minutes [6]
Ruby
- Close

Hi again -

Thank you for forwarding the e-mails to me. No I've not received them earlier, and they are not in my unk-emailbox eighter. But I do receive weekly news letters!

I understand, that the maintenance was not planned to last so long, and I am VERY thankful for the one year extra subscription compensation. That is a VERY nice thing to do for us! Thank you.

Still I have some problems and some questions:

- You wrote, that when entering my site account I would be happily surprised. It seems, that nothing is new at my site account........ What did you refer to?

- When I enter the family sites account preferences, it is stated, that my subscription ends February 13, 2010. This will be updatesd to 2011, right?

- After I made a new project out of my old one, the software doesn't crash, UNLESS I activate the Smart Research. Then it crashes after having researched about 200 persons. And after it crashes, the first app. 200 persons researched are not saved. How do I solve this problem, so that I can have a full research of my family tree?

- This morning I activated the SmartMatch function, but I still can't see any smartmatches. I have about 950 persons in my tree. When will I receive Smartmatches?

- After the maintenance has ended, it takes a lot longer to upload my family tree to the site. Is it supposed to take longer now?

- In the bottom of the family site's front page it is stated, that the latest update of my site was at "May 07 2009 07:02", but I updated the site this afternoon more than once. Can I expect the site to be properly updated?  

Hope to hear from you.

Best regards,

Helle Ruby

 

Ruby
Denmark
- Reply
20
RE: Family Tree Builder crashes after a few minutes [4]
Ruby
- Close
Hi there -

Yepiie - I found a solution myselv, and it seems to work!:

I saved my family project as a GEDCOM file. Then I imported that GEDCOM file to a new family project. Tests showed, that the new peoject sisn't crash the software! Therefore I deleted the old family tree at my site and uploaded the new project to the site instead!

Next time you plan to have a maintenance, it would be very handy, if you let us all know in advance. Also it would be nice, if someone would reply to the e-mails and messages we send directly to you support people.

I trust, that you will extend my membership with one week, as I've been not able to work with my project the last week?

 Best regards,

Helle Ruby
Ruby
Denmark
- Reply
21
RE: Family Tree Builder crashes after a few minutes [2]
Ian McCluskey
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Hi Ruby,

 I don't know if its related but I cannot access my site at all, whenever I enter my credentials I get the down for maintenance message. I had a response from the support team saying that there were hunders of trees down with this problem and that they were working on it. They said a couple of days but that was a couple of days ago.

Can you let me know if you get any joy with your problem, good luck

Regards

Ian Mc

Ian McCluskey
Scotland
- Reply
22
RE: Family Tree Builder crashes after a few minutes [3]
Ruby
- Close

Hi Ian -

 I have a feeling, that the two problems are related, because I also had taht problem for about 24 hours some days ago. And also my present problem started after that.

 I'm a bit frustrated, that I can not get in contact with the MyHeritage people at all...... But I'll let you know, if I find a solution or if I hear from the support team.

Very frustrating for us all, bute hopefully a solution is found very soon.

 

Best regards,

Helle

Ruby
Denmark
- Reply
23
RE: Family Tree Builder crashes after a few minutes [4]
Ian McCluskey
- Close

Hi Ruby,

Thanks for coming back to me.  I had an email from the site today saying they were working on the problem 24hrs a day and expect to have it sorted in a day or two. I'm more than concerned at this stage as I've heard that from them before. 

I've started building it again but to be honest my heart is not in it as I wont have ll the photos and letters that my family have posted. There were 355 names on my site and 53 of them were active in posting lots of stories and stuff.

Good luck withyour site and I'll keep my fingers crossed for both of us.

 take care

 Ian Mc

Ian McCluskey
Scotland
- Reply
24
RE: Family Tree Builder crashes after a few minutes [5]
Rhianna W
- Close

Hi Ian,

I know you've been in touch with Daniel about your family site, but I just wanted to make sure everything is well with you.

Daniel mentioned that things are going fine now. Let me know if that is not the case.

Keep in touch...

 

Cheers,

Jaiel  / MyHeritage team

Rhianna W
Tel Aviv, Israel
- Reply
25
RE: Family Tree Builder crashes after a few minutes [6]
Ian McCluskey
- Close

Jaiel,

I am happy and releived to report that all has been resolved successfully and Daniel has been brilliant at keeping me posted. I know its been a difficult time for you guys and having read the blog regarding the work on the servers I can understand this was major piece of work.

Thanks for checking on me and please pass on my regards to Daniel.

Regards

Ian Mc 

 

Ian McCluskey
Scotland
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