Initial response from support was excellent with different test solutions but could not resolve the problem. Then advised to send whole tree file to another support contact that I did weeks ago but had no communication from them since. I like the product but if not resolved will have to cancel as I cannot use it at the moment.
I got FTB working on my own. It looks like my genealogy project was corrupted. Here's what worked for me:
1. Make sure your family tree is on the MyHeritage website. If it isn't there, create a GEDCOM file and import it.
2. Find the folder on your computer where your genealogy project is stored. On my computer (and other computers running Windows 10?) the folder was located in C:\Users\[UserName]\Documents\MyHeritage.
3. Rename the folder. My folder was called "AUERBACH," and I renamed it "AUERBACH.OLD".
4. Launch the Family Tree Builder Program. When I did this, it told me that a family tree was on my MyHeritage family site and asked me if I wanted to sync with it. I said yes. If you don't see this message, perhaps you could get to the same place by pressing the "Sync" button.
5. Once the sync is complete, you should be in business.
If can't get the sync function to work in Step 4, another possible approach would be to go to your MyHeritage site, hover your mouse over "Family tree," select "Manage trees," and under "Actions" select "Export to GEDCOM." MyHeritage will send you a link to your GEDCOM a few minutes later. Download the GEDCOM to your computer and import it into Family Tree Builder.
I've been working with Dean from the MyHeritage support team (Ticket #2015121210046799), but haven't heard anything from him for a few days. None of the steps described in his latest email to me fixed my problem.
If there'is another solution, I would be very grateful if you or he could share it with me.
BIG THANKS to Marianne, Shlomi and everybody in the support team.
Finally, after a year I have been able to upload/sync my tree (223 787 records and almost 10 000 photos)!!!! Seems you might have fixed the sync problem for large trees.
Only hope it will work in the future.
Just a small issue, the sync engine seems to stop at 99% so I I´m NOT sure that everything is synced correctly. But the tree is updated/synced with all records BUT it might miss some photos. Have not been able to sheck that out.
So, after posting a scathing item regarding Customer support, it appears that MyHeritage refuse to accept that they have poor support and SO THEY HAVE REMOVED MY POST!!!!!!
Instead of running around with your heads in the sand, Customer Support, why the hell don't you just respond and answer. Census is unacceptable and if you even refuse to acknowledge you have a problem with Customer Support, then we should just pack our bags and go elsewhere.
This will also, no doubt be deleted, but maybe someone will have the B---s to answer.
They are just scared that they might seem to others to be human after all!! We all make mistakes but there are very few of us that care to admit them especially in public. MH are just such an animal that they seem to think they can do no wrong, The vary fact they have deleted some posts just goes to show how insecure and afraid they are.
Read this quickly as I guess this will be deleted again too.
Just for the record and for all those Jobsworths reading this forum to see what they should delete, I AM STILL WAITING FOR A RESPONSE FROM DEAN! WHERE IS HE, ON HOLIDAY OR HIDING!
Yes Dean, you did, BUT your mail came AFTER my posting! Now, you may have crossed with my mail but based on experience I would suggest that your mail was sent to me BECAUSE you had read mine! Call me a cynic but MH has yet to do ANYTHING to convince me otherwise.
I hadn't read your post and the email was not sent as a result of such. The email was sent as I am working on your case and felt that you desreved to be kept in the loop as to what is going on. This is what I would call good customer service and I am sorry that you feel otherwise.
You can be assured though that your case is getting priority investigation and I will continue to keep you up to date with the findings or ask any additional questions should I require.
Thank you Dean. I still remain a cynice as it has taken nearly TWO MONTHS to get to the stage you are at now DESPITE a raft of e-mails to MH support who failed to read and understand the problem.
Good customer support will ALWAYS get my support, however the way in which this has been handled until recently fell way short of good AND I still have not received ANY satisfactory reason as to why my original post on the problem and various subsequent ones got deleted and removed from the forum. Good Customer Support is about taking criticism as well as plaudits from Customers. Removing posts that DO NOT fall into the abusive and downright personal attacks only goes to show how arrogant MH is.
Remember, perception is TRUTH and having the ability to admit you are wrong is a trait ANY customer support team MUST have if they are to satisfy their customers and move forward.
I reckon that what you are proposing sounds like an excellent idea! Even at this time of morning a good cold can would help.
Once I have my problem resolved I'll post the solution here as currently MH are doing what comes naturally, keeping their cards close to their chests and not telling anyone but me what is happening. Just so they can cover up their lack of support.
Meanwhile you keep the old dingo company and count the stars!
In true MH fashion I have at last managed to get a response to my query but AGAIN, they are using e-mail to respond so nobody else can see just how pathetic the service is. MH surpisingly woke up after I sent an e-mail to one director who happened to be part of the Venture Capital company that invests in MH. I only took that drastic step when I received absolutely zero response from Customer Support and the CEO.
I wouldn't advise that everyone gets to that level of complaint but MH are there own worse enemy. I could even go so far as to say that they are probably in the same league as TalkTalk when it comes to Customer Service and support.
Anyway, when I finally get a response as to how they will fix the problem I shall post what the problem was and what they have done to resolve it.
I have also run into the fact that MH do not like constructive critism, for them everything MUST be rosey.
Also as the are no written forum rules, the moderators make them up as they go along, delete your critical post, and then send you a personal message saying that they would rather answer your point via personal correspondance rather than let others know, claiming it is particular to your own data only. Hmmm.
You are 100% correct. A forum, by definition, is a place to air both positive and negative issues. However, if you always refuse to accept that you can do no wrong., then you are on a slippery slope downwards. Arrogance like that will not help to move anyone forward.
What I have done is to now contact others who will hopefully bring to bear some sort of pressure on the Management of MyHeritage. Time will tell if my route is equally arrogant but I hope not. Watch this space and let's see what transpires from my effort. Always more than one way to skin a cat, as they say!