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Smart Matches disappear!
Allison Parks
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When I first started my family tree (basic user), I immediately saw several smart matches. Very exciting! I looked them over and then closed the window to try to figure out how to add the new information. Now the smart matches don't show up at all and in the Smart Matches window it says that I don't have any. Why?
 
 
 
Allison Parks
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2
RE: Smart Matches disappear!
Rhianna W
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I took a look at your account details and I see your tree is currently pending Smart Match processing. It can take a few days to return matches. Please be patient and if you don't get any matches after 72 hours, let us know.
Rhianna W
Tel Aviv, Israel
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3
RE: Smart Matches disappear! [2]
Allison Parks
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But that does not answer the question. When I originally entered in the family members I saw matches immediately on the tree itself for 5 or 6 family members. Now they are no longer visible. Why is this? It has been several days and still there are no listings. This does not make sense.
Allison Parks
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4
RE: Smart Matches disappear! [3]
Allison Parks
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I should also mention that it has been 4 days and there are still no smart matches. I find this very suspect considering that I was able to instanly view smart matches when I first put in my information. I would appreciate an explanation.
Allison Parks
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5
RE: Smart Matches disappear! [4]
Esther Weinberg
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Hi Allison,

Thank you for writing to us.

I see that you last updated your tree on February 6, by publishing your tree to your family site.  This causes the smartmatches to be recalculated for your site. This may take time, as there is a long list of sites that are waiting for matches. For non-paying users.

There is currently a delay of around a week. This means that you should get some matches pretty soon, as long as you don't republish your tree!

Best Regards,

Esther / MyHeritage Team          

 

Esther Weinberg
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6
RE: Smart Matches disappear! [5]
Allison Parks
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My tree is online and I'm not sure what you mean by publish. Are you saying that every time I add names to my online tree I get bumped farther behind? Again, I don't understand why there is a wait when some matches were indicated immediately after I entered names. Plus, once matches are indicated, why do thy disappear? Would I be better off with a paid membership?

 

Allison Parks
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7
RE: Smart Matches disappear! [6]
Esther Weinberg
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Hi Allison, 

I'm sorry about that, I meant that if you edit your tree at all before you get your smart matches, then they will be processes again, and this process takes time.  

The wait is much shorter for Premium and Premium Plus users, as they have priority. 

Best Regards,

Esther / MyHeritage Team 

Esther Weinberg
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8
RE: Smart Matches disappear! [7]
Dianne Watson
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The same thing happened to me. I got matches immediately. It was really exciting. Every time I added another ancester as I was putting them in, more matches would appear, then I could only click on them once and you can't print them and now they all went away. It doesn't make sense that I could see them immediately after I had published but now I can't. I'm not interested in a membership until I understand what I'm getting and it was very disappointing. If the initial smart matches are just a teaser, then the suscription plan should say that because it looks uncredible with things disappearing like that.
Dianne Watson
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9
RE: Smart Matches disappear! [8]
Esther Weinberg
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Hi Dianne, 

Thank you for writing to us.

I am looking into the situation that you are describing regarding your matches disappearing. It is possible that you had many matches with one tree that has since been deleted. I will investigate it further. 

In the meantime, I see that on your site you have a family tree that was created online, and that you last edited on February 15th, and that you have new smart matches that are pending. 

Please try waiting a few days before editing your tree again, at all, and this will hopefully bring you new matches within a few days.

Best Regards, 

Esther / MyHeritage Team  

Esther Weinberg
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10
RE: Smart Matches disappear! [9]
Deleted member
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Hi Esther

 Could I add a comment. I have not had any SmartMatches despite uploading a tree containing 102 people. However, if I understand your replies correctly every time I upload the tree it resets my position in the queue for smartmatches. Is that correct?

 I FTB the "matches" page says that smart matches are curently being calculated by MyHeritage.com and says "please visit this page again shortly and click Update Now". I read this to mean that you have to click update now for the software (FTB) to check if there have been any SmartMatches found. However, clicking update now will result in the family tree being uploaded again to the site and (if I have read your comments correctly) putting me to the back of the queue again. So if I click update now every day to check if SmartMatches have been found (and in the process cause the tree to be uploaded) then I will never get my SmartMatches calculated because I will always be at the back of the queue.

 Is this correct?

Regards, Paul

Deleted member
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11
RE: Smart Matches disappear! [10]
Esther Weinberg
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Hi Paul, 

You are correct about being put to the end of the queue.

What you have to do is to publish your tree only once, and then wait patiently for matches.

I see that you are a basic user, and this does mean that you are behind the Premium and Premium Plus users in line, and have a longer delay.

Best regards, Esther / MyHeritage Team  

Esther Weinberg
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12
RE: Smart Matches disappear! [11]
Deleted member
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Thanks Esther I now understand. However, just as feedback I would say that it is a bit ambigious in FTB and there is a potential implication that clicking "Update Now" is necessary to get SmartMatches or download them (whereas it resets your position in the queue and should therefore be avoided).

 Also there is a time/date stamp issue with uploading (which you may be aware of and isn't serious). When I upload I think that the sysem says that the already uploaded version is newer and do I want to overwrite it. I think that this is because the site timestamps are based on a different time zone. Therefore if I uploaded a tree, do some more edits using FTB and then upload a second time the system thinks that the first version (uploaded to the site) is newer than the editted version on the PC. Does this make sense. Its only a minor issue but just thought that I would mention it.

In the genealogy centre you can search for a name in the existing family trees on the site. However, this can yield many results. If there any way to provide an "advanced" version of this site where you can specify a keyword or date (date of birth/death) that is used to narrow the seach down. I guess that this is what, in part, SmartMatches is doing. Therefore could I suggest that you make a seach tool available on the SmartMatch algorithm so that people can search themselves (avoiding the delay waiting for SmartMatch to provide results).

 Thanks, Paul

Deleted member
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13
RE: Smart Matches disappear! [9]
Dianne Watson
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Thanks for looking into this. It would appear that when someone new first puts up a tree, that all the matches show up but it's set up that you can only click on them once, then they all disappear. I got so excited to see all those matches that extended back earlier than the extensive research that my mother had done before online research existed. And your prices are competitive so I was ready to sign up. Then when they all disappeared, it left me wondering if the original smart connections were just a teaser or if the site would be functional if I joined. I hope this gets fixed. I find this site really easy to naviagate for someone new at this but having the links all disappear was very disappointing.
Dianne Watson
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14
RE: Smart Matches disappear! [10]
fps
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I have read the discussion on disappearing green tags, and although some time has passed since this discussion has been running, some people might still be interested in this problem.

There has been a serious misunderstanding between the users and the support team. Users asked for the meaning of the green dots that appear immediately when you enter a profile and the system knows of a similar profile in a different tree. These dots diasppear as soon as you leave and re-enter the tree. To make them appear again, just do the following: click on the birthdate of the person in question, then make a click into the birthplace field, and finally click the enter button. That's all. You will see all the green tags re-appear, like magic.

The support does not appear to be aware of this function. This is the only explanation I see why they misinterpreted the questions and talked about the "Smart Matching" function that will produce a list of matches for several trees.

I hope this may help anybody browsing through this topic looking for an explanation for the miracle of the disappearing tags.

fps
Lümborch
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15
RE: Smart Matches disappear! [11]
Deleted member
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This totally worked for me. Thank you so very much. Why on earth the tech support can't figure this out is beyond me. I feel sorry for those who 'lost' their links.
Deleted member
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16
RE: Smart Matches disappear! [12]
Rhianna W
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I had explained the logic behind why the green "ad hoc" Smart Matching icon disappears in earlier posts. Sorry I missed this post.

The reason you no longer see the green icon is because the code that runs the "ad-hoc" search doesn't yet know how to search names if they aren't being typed in. This means that when you come back to your tree the "ad-hoc" code runs on your tree looking for names like normal.

BUT It doesn't "see" the matches you typed previously because you aren't typing the name anymore. Due to this fact it doesn't "see" those matches and won't display the green icon.

That's the reason why the green icons reappear if you click on the birth date. 

This is a limitation that we're working to fix right now.  

I hope this makes sense. Let me know if I can offer a better explanation.

Rhianna W
Tel Aviv, Israel
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17
RE: Smart Matches disappear! [10]
Monika Wieland
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I'm wondering what's going on with this too. I understand how I would be put at the end of the queue for new matches to show up, but once a match is found, why does it disappear? It's very frustrating to only be able to look at potential matches once! I wanted to show one to a family member and when we went back it was no longer possible for either of us to view the match.
Monika Wieland
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18
RE: Smart Matches disappear! [11]
Lynne Jacobs
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The same thing happened to me and I am still not totally clear what I should do.  I have not used FTB, just created a tree on line.  When I entered a new family branch, they were all matched immediately.  The next day the green icons had disappeared.  I sent an email message to MyHeritage, but received no reply.  From reading the other queries and responses, I think that I should not make any changes for about a week and then see if the matches re-appear.  But I'm not sure if just checking to see if the matches have re-appeared will again put me at the back of the queue.  (Since I have not used FTB, I, like a previous poster, did not know what "publish" meant.)  And like another poster, I am having doubts about paying for the service if this will continue to happen.  Yes, it's very frustrating.
Lynne Jacobs
Philadelphia, PA
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19
RE: Smart Matches disappear! [12]
Noam
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Hi, 

I am shown you have a couple of matches in your site at this time.

It would help if you could give me the address of the site with which you got matches before. If you don't have it, please keep an eye out in case it happens again.

 

If you give me the other site's address, I can investigate why this happened. 

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
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20
RE: Smart Matches disappear! [11]
Noam
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Hi,

Your tree should get Matches again in a couple of days,

please don't make any changes and let me know if you don't receive the matches.

If a match you had before disappeared, it is possible that the other user removed the tree from the site.  

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
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21
RE: Smart Matches disappear! [12]
Monika Wieland
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I have refrained from making changes and the icons fail to reappear. Since I have had 4-5 different matches, I find it unlikely that all the other users have deleted their trees after I have had the chance to view them once. I just want to say again this is a very disappointing glitch as I haven't been able to share the matches with other family members. We are definitely going to hold off on subscribing for a premium account until this is fixed.
Monika Wieland
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22
RE: Smart Matches disappear! [13]
Noam
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I understand your frustration.

Next time you receive matches, please record the address of the site with which you got them, so that if they disappear, I will be able to check why.  

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
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