(Thursday 5 May 16) What has gone wrong with FTB photos - whenever I try to modify a photo, or load a new one, FTB crashes with an error message that reads
"My Heritage Family Tree Builder Geneology Software has stopped working. A probelm has cause th program to stop working. Windows will close the program and notify you if a solution is available."
(But Windows does not notify that a solution is available)
I ran Visual Studio debugger, which reported :
"Unhandled exception at 0x744E6820 (user32.dll) in MyHeritage.exe: 0xC000041D: An unhandled exception was encountered during a user callback."
The trigger for the crash appears to be doing anything to the photo window (even just opening it and letting it sit there).
Just before this started happening, I had synced to my website after checking a couple of dozen smart matches. Now FTB doesn't seem to want to do anything with photos without crashing. I can still add data by hand into FTB.
FTB crashes when I try to do anything with photos - even ones that have been there for years. I am running FTB version 8.0, and I suspect that this is the problem !
Suggestions ? (Have contacted product support.)
Update (Fri 6 may 16) : I downloaded a new build of FTB (8260 instead of 8225), and the problem disappeared - for a few hours. When I used FTB today, without having done anything in the meantime, the problem reappeared. FTB also occasionally crashes while it is just sitting there. I think it might be something to do with Windows 10 or AVG shutting it down as a perceived threat, although I receive no warning or notification to that effect from either. Does anyone else have the same problem, or better yet, a solution?
By the way, build 8206 now has the consistency checker working again, and who knows what else. MH doesn't seem to think that it was worth letting us users know about updates.
UPDATE (Sat 7 May 16) : Still have not heard back from MH product support. Other things started to go wrong with build 8260 - it crashed when trying to attach a spouse. Got fed up, and reinstalled build 8225, which seemed to be working fine until I shut it down and then restarted it, at which time the problems reappeared. It now seems to me to be a problem generated by whatever FTB is doing when it shuts down. CONFIRMED - To test this, I reinstalled build 8225 over the top of itself, and everything was working fine. Shut it down, and restarted, and all the problems were back!
This is getting frustrating, since I thought version 7 was great, even recommended it to friends and family, but 8 is causing me a lot of heartache.
I am using your tools since years, and quite satisfied by it !
However, each time I got some troubles, especially with the new v8 update, and tried to concact the french support, nobody is never answering me.
Sometimes, the magical answer "Your bug has been corrected in the new update, please install it" is send by an "Alexandra" and unfortunately, even if some other featuresare updated/improved, the problem raised is never corrected.
Anyway, this is the most lucky case, otherwise, no answer is never given,which happen nearly 80% of the time.
If you go through the french forum, you will notice that this is also the most common answer (with please email to support ...) and that many people also complain of the lack of feedback.
Whatshould be the way to get some feedback from the support when living in France ?
Having a good tool is nothing if technical support does not care of users like Alexandra does, and this can lead to people to quite for another tool.
Moreover, which such support, many people will think twice before paying for Premium account if they know that nobody will support them in case of problem while they pay !
Version 8 is a nightmare and should be given a WIDE berth. These faults have been reported numerious times over the past few months without a MEANINGFUL wimper from their so called support.
Reinstal Version 7 -- There is some advice on how to do it in this forum. Hopefully you still have some of your Ver 7 *.uzed files backed up in the Backup folder. It also still should be in your database folder, Ver 8 does not erase the uzed file just reformats it into a new extension.
I would advize that you contact the support team from your registered MyHeritage email address to email@example.com to have your case investigated. A friendly representative will be in contact with you at the first available moment.
Recently I have updated to Windows 10, this seems to conflict with syncing my family tree with my online tree. It has become very frustraiting at this point. Had a problem before the update but was able to fix. When I try to go to Customer Support, the page keeps reloading and will not allow me to message. Has anyone else had an issue?
It seems that FTB does not allow you to add children that are not related to both parents, but if you sunc your tree to the online version you can then add a child to a female but state that the father is "New" or "No father" (a single mother) then return to FTB and re-sync and the step child will be added
I wish I had seen the posts on this site before downloading version 8.
I had been going through in version 7 and making my citations more professional. However, after downloading version 8, I have had nothing but problem after problem. I am a premium plus subscription holder, but Version 8 fails to recognise this, and will not upload stuff to the family site. It took me a few days to realise it, but I am sick of putting the same stuff in over and over only to have it not upload.
I have tried removing program and re downloading it. I tried to get Gedcoms of earlier trees off site.
I even lost the paths to all my photographs and had to do a system restore.
I had no problem uploading stuff with three or four other trees before, and now it won't even let me nominate which tree I have my premium plus with but is using my original one by default.
I tried to ring the Australian number at 3 o'clock today and was told My Heritage was closed by a US voice. When I last knew, 3pm was well within business hours and is two hours before their designated cut off of hours at 5 pm.
I have emailed, but although it registers, that I am a Premium Plus member till June, and that gives me priority, I have heard nothing.
Hi As you can see from my posts on this forum I have had issues. From my limited knowledge I will through out my conclusions. I beleive that an app has been created for my heritage version 8 . as this is where my problems began when i tried to open version 7. My operating system windows 10 . I beleive that this app arrived automatically . after 6 hours work . step one panic.... step 2 back my heritage file which i had stored in my document on to a portable drive. step 2 get on the web site and reset my password step 3 I had this one but many may not have create a file in my documents for photos and always keep a copy there. I had a previous issue with 7 and had to rename all of my photos as individuals ie SMITH John and his wife SMITH nee WHITE Mary.step 4 on my pc and deleted and schreded all of my heritage and uninstalled myheritage 7. my pc tec has created a file for me which stores Temp information so i got rid of any residuals . Step 5 go to my heritage and log on and download version 8 step 6 retrive my tree step 6 retrive the photo file from the site. step 7 double check the all of ablums on my tree on my pc . opened ever one as some failed to load . The ones that failed to load or also did not mark as personal photo but were there marked again as personal photo and reloaded from my photo file and some times they appeared. Step 8 sync the tree it did glitch at around 70% but by hitting the sync on the top of the sreen it told me that it was progressing tokk about 20 min it go a bit slow when it was fininshed so hit continue working and went back and forward a couple of times and it finally finished. I found that this version 8 does not seem to want to creat as did version 7 a back up of work on my pc found that on the file menue there is an option to create a backup with photos on either web or on pc. backed up on my pc and transfered the file to a usb. conclusion for me is that to ensure tree is saved this back up will have to be created daily . As the file can be managed and older version can be removed. I also discovered that the new 8 in the files on my pc no longer have the trash file where it stored photos that i had viewed etc. this has changed to thumbnail . so I emptied this as it can create a massive file which is just chewing space. when you Delete all of the items and there may be repeats it moves them to the recycle bin and they can be gotten rid of from there. Over all version 8 so far not bad a little tricky when trying to find a new album for some one as you can place the persons name as a new album but if you go to the persons tile box and try to add a new photo it may not find the new album so better to go from the album to the person . can also be a bit touchy some times to find the person so that you can mark the photo as main one. if you type in a surname and accidently space after it it may bring up all of the maiden NaMes in GROUP BUT some times not it responds better to a first name and a surname or for a female married . there married name. the other thing that it was doing was going to the web site when i opened the tree i have found how to turn this off so that I controll when i go to the web . Over all created havock for 7 hours but not someting that i was unable to solve. I note that version 7 smart matches had for a while been giving me messages site is processing come back later ,Version 8 has given me piles. so no doubt this is why as it wants 8 . regards Dawn
Yes, You are right. Version 8 is worse then 7. 8 has many basic problems. I want use version 7 back, but is not possible. I sent to firstname.lastname@example.org some message about mistakes and now I could not to suynchonize Familiy Tree Bulider on My Heritage server. Answerr is - SERVER MISTAKE. Be shure to use version 7 instead of 8.
My Heritage also has a FB page here: https://www.facebook.com/myheritage/?fref=ts
You might try posting your complaint there. I do not use their online "premium service," although I find their free database quite handy. Have used it for years. Their online "research" and sync interfaces are horrible and tend to de-stablize the system. I have all my records in seperate folders on my computer, and in total they amount to digitized orginal records on over 1,000 members of the same family covering over 2 centuries. I would never trust this data to a non-professional online database. Far too risky. I discoverd sometime ago that the online version of the MyHeritage database does very weird things with records when synching and so I detached that account and turned off the "publish" and synch functions within the databse. I am much better at reserching than their "research function" purports to be.