Log in
Sign up
View all  |  Close all
#
Subject
Posted by
Actions
1
New FTB Download Problem
Caroline Gomes
- Close
I just downloaded the program (free version) for the first time tonight to my laptop (runs Windows XP).  The download went fine.  I go to open the program and it get's me to the Quick Start Wizard, where I try to open a .zed file from a family member also using FTB. I see her chart briefly and then the program disappears.  Then I tried to start a new file and the program shut down again.

Any thoughts?

 Thanks in advance for your help.

 

 

 

Caroline Gomes
- Reply
2
RE: New FTB Download Problem
Caroline Gomes
- Close
Update:

I tried dowloading the program to my PC (also Windows XP) and it opened with no problem.....so there is a hang up on the laptop somewhere.

Caroline Gomes
- Reply
3
RE: New FTB Download Problem [2]
Julie Wolfenberger
- Close

I have the same problem and I've run the program on my laptop before.  There is no error code or anything, it just says the My Heritage program has stoped working.  I works fine on other computers, but I have no clue even where to start looking to fix this.  I don't believe I've changed anything since the last time I used the program.

Can anyone help?

Julie Wolfenberger
Dublin, CA
- Reply
4
RE: New FTB Download Problem [3]
Rhianna W
- Close

Are you logged in as the administrator of the laptop when you download, install and run the program? If not, please log in as the administrator and try again.

Can you please add the following .exe files as "accepted" in your antivirus/firewall?

MyHeritage.exe FamilyTreePublisher.exe FamilyTreeBuilder-Comm.exe

Let me know if you continue to have problems. 

 

 

Rhianna W
Tel Aviv, Israel
- Reply
5
RE: New FTB Download Problem [4]
Julie Wolfenberger
- Close

I've done those things.  Still the same problem.  

The message box that pops up gives these details:

 

Problem signature:   Problem Event Name:    BEX   Application Name:    MyHeritage.exe   Application Version:    4.0.0.916   Application Timestamp:    4aeea42f   Fault Module Name:    StackHash_3b50   Fault Module Version:    0.0.0.0   Fault Module Timestamp:    00000000   Exception Offset:    048afa6e   Exception Code:    c0000005   Exception Data:    00000008   OS Version:    6.0.6002.2.2.0.768.3   Locale ID:    1033   Additional Information 1:    3b50   Additional Information 2:    45a63d4f2c675bdbb54a046b00c085e4   Additional Information 3:    abc4   Additional Information 4:    dd2da93be06278a61962f6d152edfa48

Does this tell anybody anything about what's wrong?

Thanks

Julie Wolfenberger
Dublin, CA
- Reply
6
RE: New FTB Download Problem [5]
Rhianna W
- Close

Thanks for sending this information.

Can you tell me what OS is running on your laptop and what anti virus programs you have installed?

Rhianna W
Tel Aviv, Israel
- Reply
7
RE: New FTB Download Problem [6]
Julie Wolfenberger
- Close

windows vista and norton antivirus

Julie Wolfenberger
Dublin, CA
- Reply
8
RE: New FTB Download Problem [7]
Rhianna W
- Close

Can you please try the following for me:

 

Click on the START orb Type system in to the search box there. Then Click on System to open it. Click on Advanced System Settings. Under Performance, Click on Settings. Then Click on Data Prevention Execution. Click on ADD Then Browse till you find MyHeritage which is in the BIN file in you Program Files where you have FTB installed Double Click on MyHeritage, Click that file so that it appears in the box File Name box Then Click open and it should appear in the Exception Box with a tick in the square alongside the name of the program, then APPLY and OK everything. You should find that FTB will work fine in Vista.  

Rhianna W
Tel Aviv, Israel
- Reply
9
RE: New FTB Download Problem [8]
Julie Wolfenberger
- Close
That seems to have worked. Thank you!
Julie Wolfenberger
Dublin, CA
- Reply
 
Loading...
Loading...