The program has suddenly stopped generating the family group sheets - they are either blank or I get an error message. Anyone any idea how to fix this? Wonder about uninstalling and reinstalling the program. I need these pretty quick to finish off a wedding present.
Yes, I would recommend that you carry out an uninstall re-install. Should your problem persist then please contact the support team from your MyHeritage registered email address to email@example.com.
the uninstall/re-install did not actually change the situation, however I found a thread in the forum about others having problems with not being able to sync and tried what they did - altered the sync period from 10 min to over an hour. I then rebooted the PC and it is for the moment working. I do not, however, understand why the program will not generate a family group sheet for a particular person, whereas it will for others. Are there any factors that would cause the report to stop?
What I would advise is that you contact the support team. With your email please provide the support team with as much information as you can such as the name of the person you are creating the family group sheet for and if possible also screenshots of what you see.
This way the support representative will be able to try and reproduce the scenario for you and see what may be the cause for this problem.
Here in the forum we try to let users help each other out by providing quick solutions to the problems. Having said that some of the issue require more direct contact with the user and also to discuss personal account detail information which we do not talk about over the public forum.
Should the user that is effected with a problem receive the solution they require then they may post that it was solved and provide the solution if it is something general and doesn't require a developer or QA technician to look into to resolve as a user would not be able to do this alone.
For more technical issues all users should contact the support team from their registered MyHeritage email address to get the indepth assistance required.
Unfortunately at the moment I would hazard to guess how long it will be before this feature is returned to the software. I can say that the developers are working on it and that we hope to have this returned as soon as possible.
Trusting this has proven useful information to you.
I too have the same problem triggered by a) opening photo editor, b) opening smart match page, c) opening relationship popup, d) just about anything else other than the main details popup, and sometimes that too.
I responded to their email asking for details with a page long description of the problem and what I think is causing it - that was a week ago, and no reply as yet. Someone at MH has thoughtfully erased my post on this site outlining the problem, so hopefully they will not erase my workaround below..
Working on my own, I found that if you reinstall the FTB software, the problem disappears until FTB is shut down and restarted, and then the problem reappears. I have told MH that this probably means something is going wrong with the shutdown process that is fixed when you first run a new install. I don't know why or how this occurs, and I suspect the that team at MH have a lot of tracing to do to track it down. (MH - debugging indicates it is a callback of an illegal reference that is causing the shutdown - it MIGHT be something to do with the indexing of the database?)
My suggestion is to download the installation file onto your computer, reinstall, and then DO NOT SHUT DOWN FTB.
Update 24 hours later : I tried the suggestion to run compatability mode. On third attempt, setting compatibility to Windows 7 seems to have fixed the crash problem. The first two attempts eemed to have been blocked by my security settings. There's a puzzle! Is MH programming using an old operating system (i.e. Win 7)?
Another day later : The menu does not work any more, but the ribbon does, so FTB is usable, it's just annoying that any instinctive click on the menu doesn't do anything, but it is better than crashing.
Yes I finally discovered this is the best way to get around the problem. I must say I am rather disappointed with no contact from MH yet as it has been 3 days and I am a fully paid up member. Like you, hopefully a fix will come soon.