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FTM 2012 - Sync Failure. Now FTM will not open.

FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 8 Nov 2012 6:01PM GMT
Classification: Query
This is not really a fair question for the forum and really is a customer support question, but the only information I found for contacting customer support is by phone...

I recently had an issue where FTM identified a number of conflicts during a routine sync. (These conflicts were not really legitimate, but that is not the point.) Every time I attempted to resolve the conflicts FTM would crash. After a couple of these crashes, FTM then said that a connection to my online tree was no longer found. This message provided no options. It was a statement.

Again, this was not accurate, but I know FTM is not without issues and I accepted that I would need to re-post my tree online. I then proceeded to rename my local FTM tree file name prior to uploading as a new tree online. However, FTM crashed again and now, will not even launch/open at all.

Knowing my backup data was safe, I attempted to resolve the program issues by uninstalling and re-installing the FTM software, applying the updates, etc. (the Repair Installation option did not do anything.) However, at the end of that effort, FTM will still not launch/open.

Any ideas? I am now essentially cut off from my family tree without the software (recall there were conflicts, so the online version is no longer up-to-date).

The sync conflicts and connection to the online tree issues occurred immediately prior to the FTM program issue, but would otherwise seem unrelated. I assume some system files of a nature more technical than I got corrupted and an uninstall/reinstall did not overwrite/replace them with fresh instances.

Again, this is not really a fair question for the forum and really should be resolved by customer support, however, they seem to only let you call support and the hours are not convenient. Rather than letting this go unresolved any longer until I can call them, I thought I would ask the forum for ideas as well as see if anyone can provide me an email address for contacting FTM customer support via email.

Thank you.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 8 Nov 2012 6:16PM GMT
Classification: Query
Try creating a new account in Windows, then log into that account and run FTM from it. Tell us if FTM will run or not.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 8 Nov 2012 8:07PM GMT
Classification: Query
You can contact via email at
ancestrysupport@custhelp.com or support@ancestry.com

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 11 Nov 2012 10:13PM GMT
Classification: Query
Burgess,

Thank you for the support contact emails. I have sent an email to Ancestry Support. No response yet, although the automated message provided links to support page (which offers no input).

Marco,

Interestingly, I am able to open FTM with another User Account. What exactly does that imply other than there is corruption of program files like I thought, and which are associated with my User Account?

Thank you again. If you have more input, I would appreciate it. Maybe Ancestry Support will have some suggestions.

Joe

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 11 Nov 2012 10:33PM GMT
Classification: Query
Joe,

Interesting that you are able to open from one user account and not the other.

I am able to open FTM from both user accounts on my primary computer, but only one will do a proper sync, from changes made in FTM.

My registry has been checked and re-checked, but has been suspected as the issue.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 12 Nov 2012 7:01PM GMT
Classification: Query
Joe,

When FTM works from another User Account that usually means that something in your user profile has gotten corrupted, and it strongly suggests that the problem isn't with the program itself.

One place where user-specific files are stored is here:

C:\Users\Marco\AppData\Roaming\FamilyTreeMaker

Change Marco obviously to your username for Windows. This is the place that stores the sync files.

There is also this location:

C:\Users\Marco\AppData\local\Ancestry.com

Searching the registry editor for "Ancestry" and "Family Tree Maker" or variants thereof will probably reveal more places where files are located. It could also be that something in the registry for your user profile has been corrupted.

Sorry I can't be more specific, but I haven't had any errors yet of the kind you're experience, so I haven't had to dig around searching for ways to fix it.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 14 Nov 2012 3:20PM GMT
Classification: Query
Marco,

Thank you for the additional detail.

I uninstalled FTM and then renamed each of these directories. I then re-installed FTM. Unfortunately, still no success. FTM will not launch for me.

This is getting frustrating. My most up-to-date research is in FTM. However, do at least know it is safe as a backup as well. The inability to launch the application is cutting me off from researching, since my online material is not up-to-date since the syncing failed.

I supposed I could use a different User Account, but that is not without its annoyances (and should not be necessary).

I have received an initial response from Ancestry Support, but nothing substantive.

I plan to reformat my laptop in the coming weeks to hopefully resolve this and other bugs. A drastic step, but also the most likely to address the issue permanently.

Thank you again.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 14 Nov 2012 3:25PM GMT
Classification: Query
Something very basic to check that stumped me for hours was to make sure your date and time are correct on your computer. Sync will fail and even logins if it's not set corretly or is off by any substantial amount.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 14 Nov 2012 5:40PM GMT
Classification: Query
I discovered another sync fix. FTM stores temporary files that are used while the sync is in progress. If the connection times out these can become corrupt.

Do this when FTM is not running on Windows. From the C: level of My Computer, look under Documents and Setting, find the user you are logged in as, Local Settings, Temp

Delete the FTM folder.

Start FTM and try to resync.

You may have to resolve minor differences if any.

Re: FTM 2012 - Sync Failure. Now FTM will not open.

Posted: 15 Nov 2012 1:38AM GMT
Classification: Query
Edited: 15 Nov 2012 1:50AM GMT
BurgessDonnelly,
How have you been doing this "Registry checking"?

I hope it has not been one of those "Registry Cleaners" or "Speed up my PC" programs, as they do more harm than good.

Since other accounts are working, then there is a problem with you user profile as suggested earlier.
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