Family Tree Maker Troubleshooting
Family tree Maker can occasionally experience problems while you are creating, editing, importing, synchronizing, or viewing your family history. An issue may appear as a software error, unexpected shutdown, missing information, slow performance, incorrect family relationships, or difficulty opening an existing genealogy database.
Troubleshooting usually starts by identifying exactly what changed, when the problem started, and whether the issue affects the software, the family tree database, an associated media folder, an internet connection, or the computer itself.
Common Family Tree Maker Problems
Different genealogy programs have different features and error messages, but many troubleshooting situations are similar. Identifying the type of problem can help determine the next step.
Software Will Not Open
The application may fail to launch, close immediately, freeze during startup, or display an error message.
Software Crashes
Unexpected crashes may occur while editing records, generating reports, opening media, or working with a large family tree.
Installation Problems
Installation may fail because of system requirements, permissions, damaged installers, insufficient storage, or software conflicts.
Synchronization Issues
Online synchronization can be affected by internet connectivity, account settings, software versions, or service-specific issues.
Missing Family Data
People, relationships, events, notes, sources, or other information may appear missing after an import, update, transfer, or database problem.
GEDCOM Problems
Imported GEDCOM files may require additional checking for relationships, dates, notes, sources, media references, and other information.
Slow Performance
Large databases, extensive media collections, limited system resources, or software-related issues may affect performance.
Photos or Documents Missing
Media can become unavailable if files are moved, renamed, deleted, or stored separately from the family tree data.
Basic Troubleshooting Steps
Before attempting advanced repairs, work through these basic checks. Simple problems can sometimes be resolved without changing the family tree database.
Restart the Software
Close the family tree application completely and reopen it. If necessary, restart the computer before testing the software again.
Check for Error Messages
Write down the exact error message, warning, or code shown by the software. This information can help identify the affected component.
Check Your Internet Connection
If the problem involves online synchronization, cloud services, online searches, or account access, verify that your internet connection is working normally.
Check Software and Operating System Updates
Check whether the software publisher provides an update compatible with your operating system. Also review whether your operating system is current.
Check Available Storage
Make sure the computer has enough free storage for the application, database, temporary files, photographs, documents, and backups.
Test With a Backup or Copy
When possible, test troubleshooting steps against a copy of the family tree rather than risking the original genealogy database.
When Family Tree Maker Keeps Crashing
A genealogy application may crash while opening a database, editing a person, importing data, generating reports, accessing photographs, or synchronizing information.
Possible Causes
- Damaged or problematic family tree database.
- Outdated application or operating system.
- Insufficient system resources.
- Problematic media files or external storage.
- Software conflicts or incompatible components.
- A particular record or operation triggering the problem.
Things to Check
- Restart the computer.
- Open the application without immediately opening the affected tree.
- Check for available software updates.
- Test whether another family tree opens normally.
- Preserve the original database before attempting repairs.
- Review the software publisher's guidance for the specific version.
Missing Family Tree Data
Missing information does not always mean that the original family history has been permanently deleted. The issue may involve the wrong account, an incomplete import, a different database file, broken relationships, synchronization, or media stored separately from the main family tree.
Check These Items First
- Confirm that you opened the correct family tree database.
- Check whether you are using the correct account.
- Look for an earlier backup or saved copy.
- Check whether the missing information was imported correctly.
- Review recent changes if the software provides that feature.
- Check whether media files are still located in their original location.
- Compare the current tree with a known backup when available.
GEDCOM Import and Export Troubleshooting
GEDCOM is commonly used to exchange genealogical information between compatible family tree and genealogy programs. However, different applications can support different features and may interpret or preserve certain information differently.
A GEDCOM transfer should therefore be checked after import rather than assuming that every part of the original tree has transferred exactly as expected. Ancestry, for example, describes GEDCOM as a text-based format for transferring family tree information and notes that photos and similar media are not simply contained in the GEDCOM itself. :chatgpt-content-reference{index="1"}
If GEDCOM Import Is Missing Information
- Keep the original GEDCOM file unchanged.
- Make a backup copy before testing repairs.
- Confirm that the correct GEDCOM file was selected.
- Review people and family relationships after importing.
- Check dates, places, notes, sources, and citations.
- Check photographs and documents separately.
- Compare the imported tree with the original database.
Family Tree Synchronization Problems
Synchronization problems can occur when desktop genealogy software communicates with an online family tree or cloud-based service. The exact troubleshooting process depends on the software and service involved.
General Checks
- Confirm that the internet connection is working.
- Verify that you are signed into the intended account.
- Check whether the software is running a supported version.
- Review synchronization settings.
- Allow the synchronization process enough time to complete.
- Check whether the online service reports an outage or maintenance.
- Compare the online and local versions before making major changes.
For example, MyHeritage recommends checking the internet connection, confirming that the same email/account is being used, and checking that Family Tree Builder is up to date when investigating synchronization issues. :chatgpt-content-reference{index="2"}
Family Tree Maker Is Running Slowly
Large genealogy projects can contain thousands of people, photographs, scanned documents, audio files, videos, notes, and source records. Performance can therefore vary depending on the application, database size, available storage, computer resources, and media collection.
Things to Review
- Available disk space.
- Computer memory and processor usage.
- Number and size of attached media files.
- Whether the database is stored on a local drive or external location.
- Whether the application and operating system are updated.
- Whether the slowdown occurs with one tree or all trees.
Photos and Documents Are Missing
Family tree databases and media files may be handled separately. If photographs or documents are moved, renamed, deleted, or stored on another drive, the genealogy application may no longer be able to locate them.
Check the Following
- Confirm that the original media folder still exists.
- Check whether the files were moved to another drive.
- Look for renamed folders or files.
- Check external drives or cloud storage locations.
- Review the software's media or file-location settings.
- Restore missing media from a backup when available.
Common Symptoms and Possible Causes
| Problem | Possible Cause | First Things to Check |
|---|---|---|
| Software will not start | Installation, update, permissions, or application issue | Restart computer, check updates, review error message |
| Tree will not open | Database, file location, compatibility, or corruption issue | Locate original database and test a backup copy |
| Tree appears empty | Wrong account, database, view, or relationship issue | Confirm account and correct family tree |
| GEDCOM import incomplete | Different software support or data conversion differences | Compare imported data with original tree |
| Sync does not complete | Connection, account, version, or service issue | Check internet, account, software version, and sync status |
| Photos unavailable | Media files moved, renamed, deleted, or disconnected | Check original media location and backup |
| Software is slow | Large database, media collection, storage, or system resources | Check storage, system resources, and database size |
Family Tree Maker We Can Help You Troubleshoot
FamilyTreeSupport provides general technical information and troubleshooting guidance for a range of family tree and genealogy applications. The exact steps can vary according to the software, operating system, and version.
Protect Your Family History During Troubleshooting
Genealogy research can represent years of work. Troubleshooting should therefore focus not only on fixing the immediate problem but also on protecting the original information.
- Keep an original copy of important family tree files.
- Create backups before major software changes.
- Do not overwrite the only copy of a damaged database.
- Keep important GEDCOM exports in a safe location.
- Back up photographs and documents separately when appropriate.
- Verify a backup before relying on it for recovery.
- Record the software version and operating system involved.
Family Tree Maker Troubleshooting FAQs
Why is my family tree Maker not opening?
The cause can vary from an application or installation problem to an operating system issue or a problem with a particular family tree database. Start by restarting the computer and checking whether the application opens without loading the affected tree.
Why has my family tree maker suddenly disappeared?
Check that you are using the correct account and opening the correct family tree database. Browser or application problems, deleted relationships, incorrect merges, or account differences can also make a tree appear incomplete. :chatgpt-content-reference{index="3"}
Can a GEDCOM file contain my photographs?
GEDCOM primarily exchanges genealogical information. Media handling varies between applications, so photographs and documents should be checked separately after transferring a family tree. :chatgpt-content-reference{index="4"}
What information should I provide when asking for help?
Tell us the name and version of your family tree maker software, operating system, what you were trying to do, what happened, and the exact error message if one appeared. Screenshots can also be useful when they do not expose private family information.
Need Help With a Family Tree Maker Problem?
Not sure what is causing the problem? Tell us what happened, which family tree Maker version you are using, and what error or unexpected behavior you are seeing. We'll help you identify possible causes and practical next steps.
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