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Problems with smart match ( edit / Merge )
Melody Koert-Saul
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Hi all

 I have two problems with smart matching. I do have a Premium Plus account.

In family tree builder on my computer when i went to smart match and then did a compare there used to be a merge button.  Now when ever i do a compare the merge button is alway's grayed out and i am unable to merge the data.

On the web site i have a similar problem.  I used to be able to edit the person in my tree from the smart match  compare. But the edit button there is now gone as well. 

Both problems i have been unable to solve. I have send two messages already to the helpdesk from MyHeritage but they do not respond very quickly and it is getting to be annoying.  

Can any body help

M Koert 

Melody Koert-Saul
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2
RE: Problems with smart match ( edit / Merge )
Melody Koert-Saul
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Has anyone found the magic words to get support to fix the problems? I'm sick of writing on this forem, but I think others should be warned not to sink money into the premium plus package as it's been nothing but trouble.  The worst part of it is, there is NO support, and no one bothers to write back with your complaints.  I just keep coming to this place to see if others have got any answers!  In case, the technies back there should happen to ever glance at our comments, it should be clear by now there is major problems here!!! Doe's anyone actually get a response from support?  All I get is the standard, we got your message, then we just sit and wait.  Doe's anyone else feel that my heritage is NOT correctly handling these matters?  I would have never paid the plus program if I knew there was NO support, or living beings back there to respond!  More than annoyed, downright pissed!
Melody Koert-Saul
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3
RE: Problems with smart match ( edit / Merge )
Patty Miller
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I am also having problems with smart matching. This morning I could merge information and now I see that the merge button is greyed out and I am unable to merge info now.
Patty Miller
Canada
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4
RE: Problems with smart match ( edit / Merge ) [2]
Esther Weinberg
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Please reinstall the following version of Family Tree Builder, and this should fix the problem with the Smart Match Merge: 

  
  • http://web009.myheritage.com/public/updates/1183/family_tree_builder_1183_cd.exe
  • Best Regards,  Esther / MyHeritage Team 

    Esther Weinberg
    - Reply
    5
    RE: Problems with smart match ( edit / Merge ) [3]
    Tamara Anderson
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    I am having the same problem "no merge button."  I was already running the most current version, but downloaded your suggestion anyway.  When installing there were a few files I had to ignore because it said it could not access them.  Software runs fine, but still no merge.  Any other suggestions?  (See screen capture)

     Tamara

    Tamara Anderson
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    Attachments:
    Click to view full size
    My Heritage Merge problem 2-23...
    6
    RE: Problems with smart match ( edit / Merge ) [4]
    Esther Weinberg
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    Hi Tamara, 

    Please try downloading the following version of Family Tree Builder and this will fix the problem:

     

      
  • http://web009.myheritage.com/public/updates/1195/family_tree_builder_1195_cd.exe 
  •  Best Regards, 

    Esther / MyHeritage Team 

    Esther Weinberg
    - Reply
    7
    RE: Problems with smart match ( edit / Merge ) [3]
    Patty Miller
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    Thank you very much Esther. That seemed to do the trick!

     Patty

    Patty Miller
    Canada
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    8
    RE: Problems with smart match ( edit / Merge )
    Ian Bell
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    I am also having problems with smart matches. I only use FTB and do not publish to MyHeritage as I have my own personal website, for which I am the Webmaster.

    I have just gone to compare in smart matches and get the following message:  "Cannot retrieve smart matches. There is no such member on MyHeritage.com. Make sure you typed your email address correctly."

    The last time i used smart matches on the same person I had no problems. As i mentioned at the start, I only use FTB as my database and don't publish to MyHeritage.com

    What is going on here?

    Ian Bell
    Australia
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    9
    RE: Problems with smart match ( edit / Merge ) [2]
    Ian Bell
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    Hi there,

    I have just upgraded to version 6, and I think I may know what the problem is. Sometime ago (about 12 months I think) I changed ISP's and supplied a new email address, which is now recognised by MyHeritage, BUT after clicking on the Profile Page link in version 6, it is pointing to my OLD email address, and I think that is why I can't access the smart matches, because it says " Error message" There is no such member on MyHeritage.com. Make sure you typed the email address correctly.

    Could someone at MyHeritage please look into this?

     

    Ian Bell
    Australia
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    10
    RE: Problems with smart match ( edit / Merge ) [3]
    Noam
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    Hi Ian,

    Please try to go to the Publishing > publishing settings menu

    and log in with the same user name and password you have in MyHeritage.com.

     

    make sure the login details work on the site as well.

     

    If this does not solve the problem, let me know.

    Regards,

    Noam \ MyHeritage Team 

    Noam
    Israel
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    11
    RE: Problems with smart match ( edit / Merge ) [4]
    Ian Bell
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    Hi Noam,

    Thanks for reply, but it didn't help. I used both the old & new details, but when i click on profile page link it ses my old details and when i enter p/w , it the gives "no such member etc" error. I enter the new details and it goes back to the person card. Thinking this is fixed i click on the profile page link again, and hey presto we start all over AGAIN!!!!!!!

    Could I send you the old & new details by PM (or email) to check for me?

    Thanks

    Ian Bell
    Australia
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    12
    RE: Problems with smart match ( edit / Merge ) [5]
    Noam
    - Close
    sure.
    Noam
    Israel
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    13
    RE: Problems with smart match ( edit / Merge ) [6]
    Ian Bell
    - Close

    Hi Noam

    The password doesn't help. It has an error "The password you provided is incorrect, please try again"

    Ian Bell
    Australia
    - Reply
    14
    RE: Problems with smart match ( edit / Merge ) [7]
    Noam
    - Close
    I've sent you another password.
    Noam
    Israel
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    15
    RE: Problems with smart match ( edit / Merge ) [8]
    Ian Bell
    - Close
    Thanks Noam,

     That let me in, but the problem still persists> See attachment as it is still pointing to the old login.

    Ian Bell
    Australia
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    Attachments:
    Click to view full size
    mh.jpg
    16
    RE: Problems with smart match ( edit / Merge ) [9]
    Noam
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    I didn't understand you had two email addresses.

     

    I see that the user genealogyinfo@optusnet.com.au no longer exists in MyHeritage. 

     

    I think the following actions will help you: 

     

     first go to the publishing > Publishing settings menu, remove the publishing request, and add a new publishing request to a site registered to @bigpond.com 

    publish your tree again (you might have to make a small change first), then activate the feature.

     

     

     

    Noam 

    Noam
    Israel
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    17
    RE: Problems with smart match ( edit / Merge ) [10]
    Ian Bell
    - Close
    Thanks again Noam,

    1.) The optusnet email is no longer in use as I changed ISP's, in other words it is redundant

    2.) I don't ever remember publishing my tree as I only use FTB as the database, as I have my own website of which I am the webmaster.

    I had previously been able to access smart matches on this particular tree. I have 12 different families all seperate databases in FTB. I don't have any trouble accessing the other 11. To the best of my knowledge I don't ever remember publishing the BELL tree!

    I am at a loss as where to go from here!

    Ian Bell
    Australia
    - Reply
    18
    RE: Problems with smart match ( edit / Merge ) [11]
    Noam
    - Close

    If you don't publishe you only get a small part of the possible smart matches for your tree.

     

    If you are sure you don't want to publish, perhaps the following workaround will help:

    close FTB

    go to My Documents \ My Heritage \ (your project name) \  

    delete the whole Smart Matching folder.

    Open FTB again.

    make a small change in one of the individuals - add a letter to his first name, click OK

    now remove this letter and click OK again.

    If this person had a smart match before, he might get it again.

     

    Once again - I highly recommend that you publish to your family site. You will get a lot more matches, and you can set the site to be completely private (in the Settings > Privacy page)

    Noam 

    Noam
    Israel
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    19
    RE: Problems with smart match ( edit / Merge ) [12]
    Ian Bell
    - Close
    Ok Noam,

    Sorry I have been so persistant with this and thank you also for your time taken with me. I am only on basic edtion as I can't afford to upgrade to a higher version as I am on a fixed income, and their are 2309 persons  in the tree.I will try what you suggest tomorrow (It's 11.30 pm here now), and see what happens.

    Thanks again for being so patient with me.

    Regards

    Ian Bell
    Australia
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    20
    RE: Problems with smart match ( edit / Merge ) [2]
    Ian Bell
    - Close

    Please see comment in FTB forum.

     Thanks

    Ian Bell
    Australia
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