Your current FAQ section on this message board is not a real FAQ (Frequently Asked Questions). It's being used as a "general" messages board which is fine but doesn't address the need to have a real FAQ.
It's making your task and the users' experience harder since users are posting the same questions again and again.
Just by going over the first 50 posts in this board you can find so many duplicates...
When you'll have FAQ section a user will review it before he post a question. In addition, it will make it easier to you to answer question and just reference to a link in the FAQ section (Instead of answering the same answer again and again)
1. FAQ section should not be used by your members to post questions. There are other sections in the message board (e.g. FTB, SmartMatch, etc.) which can accept and address specific questions.
2. Rather, FAQ section should be created by you solely and should include questions & answers of most common problems faced by your members. Members would then use FAQ as a reference section -- much like an encyclopedia or dictionary -- to "look up" solutions to their questions or problems.
3. It will be good also to set-up something like an online "MyHeritage community" message board where members can pose questions for anyone to answer, share experiences or render advice. I've noticed that a number of members, on their own very kind initiative, do volunteer and respond to support questions online. This way, you will be relieved of having to address the repetitive "how-to" type of questions and focus instead on the more serious queries involving program bugs, file corruptions or future improvements or features to the system.
Hope you will take these suggestions in a positive light since it seems like there is a current problem with the responsiveness of your support.
I'm trying to find a solution to the error message I get when I want to publish my family tree and as the Overview suggested I came to the FAQ page first - it's like trying to find a needle in a hay stack!