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

Replies: 20

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

Posted: 8 Nov 2012 11:01AM 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.
SubjectAuthorDate Posted
JosephPetrell... 8 Nov 2012 6:01PM GMT 
Marco Scavo 8 Nov 2012 6:16PM GMT 
BurgessDonnel... 8 Nov 2012 8:07PM GMT 
JosephPetrell... 11 Nov 2012 10:13PM GMT 
BurgessDonnel... 11 Nov 2012 10:33PM GMT 
David Abernat... 15 Nov 2012 1:38AM GMT 
JosephPetrell... 15 Nov 2012 4:09PM GMT 
Marco Scavo 12 Nov 2012 7:01PM GMT 
JosephPetrell... 14 Nov 2012 3:20PM GMT 
jeff legault 14 Nov 2012 3:25PM GMT 
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