General Technical Help
Our General Technical Help service is designed for situations where the cause of a problem is unclear. Tell us what happened, which family tree or genealogy software you are using, what operating system you have, and any error message you see. This information can help identify possible causes and determine the next troubleshooting steps.
Family tree software can contain years of valuable genealogy research, including names, relationships, dates, places, photographs, documents, sources, notes and other historical information. A technical problem can therefore be frustrating, particularly when it is unclear whether the issue is related to the software, computer, database, installation, files or settings.
FamilyTreeSupport provides general technical guidance and educational information for users experiencing problems with family tree and genealogy applications. The exact solution can depend on the software name, version, operating system, file type and circumstances surrounding the problem.
What Kind of Technical Problems Can We Help Identify?
Technical problems can occur during installation, startup, importing, exporting, updating, transferring or working with an existing family tree. Some problems may be caused by application settings, operating system permissions, damaged files, missing components or incompatible versions.
Software Will Not Open
Help identify possible reasons why your genealogy application does not start, closes unexpectedly or displays an error when launching.
Installation Problems
Understand possible causes of failed installations, installer errors, permission problems or incompatible system requirements.
Family Tree File Problems
Identify possible issues involving family tree databases, backup files, project files or other genealogy data.
Import & Export Problems
Get guidance when importing or exporting family tree information, including problems involving GEDCOM files.
Photos & Documents
Understand possible reasons photographs, scanned documents or other media may not appear correctly.
Backup & Restore Issues
Learn what information to check when a family tree backup cannot be opened, restored or recognized.
How to Approach a Family Tree Software Problem
When you are not sure what is causing a technical problem, avoid immediately deleting files, reinstalling software or replacing your original family tree database. First document what happened and preserve your existing data.
Describe What Happened
Explain what you were doing immediately before the problem appeared. For example, you may have been opening a family tree, importing a GEDCOM file, installing an update or transferring data.
Record the Error Message
If an error message appears, write down the exact wording. A screenshot can also be useful because small details in an error message may help identify the possible cause.
Identify Your Software and Version
Tell us the name and version of your family tree or genealogy software. Different programs and versions can use different database formats, settings and troubleshooting procedures.
Check Your Operating System
Mention whether you are using Windows, macOS or another supported platform. Operating system updates, permissions and compatibility can sometimes affect software behavior.
Protect Your Original Data
If the problem involves an existing family tree, preserve the original database and backup files. Avoid overwriting or deleting important genealogy information while troubleshooting.
Information That Can Help With Technical Support
The more accurately you can describe the problem, the easier it can be to narrow down possible causes. When contacting support, consider providing the following information:
- Name of the family tree or genealogy software.
- Software version, if available.
- Windows, macOS or other operating system and version.
- What you were doing when the problem occurred.
- Exact error message or warning displayed.
- Whether the problem happens every time or only sometimes.
- Whether the problem started after an update or installation.
- Whether the family tree worked correctly previously.
- Whether you have a recent backup of your family tree.
- Whether the problem involves a GEDCOM, database or media file.
Common Technical Situations
The Software Suddenly Stopped Working
If software previously worked and suddenly stopped opening, consider whether the operating system, application or related components were recently updated. Record any error message before attempting major changes.
The Family Tree Opens but Information Is Missing
Missing information can sometimes be related to the file being opened, an incomplete import, a media path, synchronization issue or differences between genealogy applications. Compare the affected information with your original data or backup before making changes.
A GEDCOM File Does Not Import Correctly
GEDCOM is commonly used to exchange genealogical information between compatible programs. However, different applications may handle certain information differently. After an import, review important people, relationships, dates, sources, notes and other genealogy information.
Photos or Documents Are Not Showing
Family tree applications may store media separately from the main genealogy database. If photographs or documents are missing, check whether the original media files are still available and whether the software can locate their storage location.
Before deleting, replacing, moving or modifying a family tree database, make a backup of the original files whenever possible. If you are unsure which file is the original, preserve all relevant copies until the problem has been identified.
Family Tree and Genealogy Software
General technical guidance may apply to different genealogy applications, but the exact menus, database formats and troubleshooting procedures can vary by software and version.
General installation, setup, data, transfer and troubleshooting guidance.
General guidance for genealogy databases, importing and family history projects.
General assistance with installation, setup and genealogy data.
General technical information for managing genealogy projects.
General setup and family history data guidance for compatible systems.
Tell us the application name and version for more specific guidance.
What to Avoid When Troubleshooting
When a family tree contains years of research, taking an unnecessary action can make the situation more complicated. Consider preserving your original files before making major changes.
- Do not delete the original family tree database unnecessarily.
- Do not overwrite your only backup with a new file.
- Do not repeatedly rename or move unknown database files.
- Do not assume a GEDCOM import transferred every detail.
- Do not remove software before checking whether your data is backed up.
- Keep copies of important genealogy data before troubleshooting.
General Technical Help Checklist
- I know the name of my family tree software.
- I know the software version, if available.
- I know which operating system I am using.
- I can describe what happened before the problem appeared.
- I have recorded any error message.
- I have preserved my original family tree files.
- I have checked whether a recent backup is available.
- I can explain whether the problem affects data, software or both.
Frequently Asked Questions
What if I don't know what is causing the problem?
That is exactly when general technical guidance can be useful. Describe what happened, what you were trying to do, the software you are using and any error message that appeared.
Can you help with a family tree software error?
General guidance can help you understand possible causes and troubleshooting steps. The exact solution depends on the software, version, operating system and nature of the error.
What information should I provide?
Provide the software name and version, operating system, description of the problem, error message and what happened immediately before the issue occurred.
Should I reinstall my family tree software?
Reinstallation is not always the first step. If your family tree contains important information, make sure your data and backups are protected before uninstalling or reinstalling software.
Can technical problems affect my family tree data?
Some problems can involve the application, database, media files or backups. This is why preserving the original data before troubleshooting is an important precaution.
Need Help Identifying a Technical Problem?
Not sure what is causing the problem? Tell us what happened, which family tree software you are using, and what error or difficulty you encountered. We can help you identify possible causes and understand the next troubleshooting steps.
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