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Generating and Sending a Sync Error Report for FTM 2017 for Windows

How do I generate and send a Sync Error Report for Family Tree Maker 2017 for Windows?

Sending a Sync Error Report (sometimes also called a “Sync Error Log”) will help us determine exactly what is causing the issue you are experiencing when using FamilySync.

This article describes three different ways to gather and send the sync error information:

Using the FamilySync Report dialog

The easiest way to generate and send a Sync Error Report is to use the FamilySync Report dialog. This will create a report and deliver it to our technical support team automatically. You can access the dialog in two ways:

- If an error occurs during syncing, the FamilySync Report dialog will open automatically.

You just need to enter your name and email address and click the Send Sync Report button.

- You can open the dialog at any time by choosing Send Sync Error Report from the Help menu.

Enter your name and email address, select a Time Range option*, add a description of the problem if possible (the more detail you can provide, the better it will help us to pinpoint the cause and find a solution), and then click the Send Sync Report button.

*If you are unsure of the period you should choose from the Time Range drop-down list, follow these recommendations:

- Most Recent: Choose this option if a sync error occurred during your current or most recent sync.

- Last 1 Hour, Last 12 Hours, Last 24 Hours: Choose one of these options if a sync error occurred during the period indicated.

- All Logs: Use this option if you are regularly experiencing sync errors and would like to provide an extended report that includes all of the sync logs on your computer.

 

Using the SyncErrorReporter application

If you can’t access the FamilySync Report dialog or it doesn’t work for you for some reason, you can use an application called SyncErrorReporter, which comes with Family Tree Maker, to create the Sync Error Report. Please follow these steps:

  1. Press the Windows logo key + E simultaneously on your keyboard to open File Explorer (or Windows Explorer on Windows 7).
  2. On Windows 10: In the list on the left, select your system disk (by default, it's disk C:).
    On Windows 7 or Windows 8: Double-click the C: drive to open it.
  3. Double-click the Program Files folder.
  4. Double-click the Family Tree Maker 2017 folder.
  5. Find a program called SyncErrorReporter and double-click it to run it. 

  1. The FTM Sync Error Reporting dialog appears with a list of trees for which you have sync information. Select the tree that has become unlinked or unsyncable or, if the tree you require does not appear in the list, select the My tree is not listed here checkbox. Then click the Create Report button.

 

  1. In the Save As dialog that appears, select the location where you want to save the Sync Error Report (for example, your desktop) and click the Save button.
  2. A file called SyncReport.zip will be created in the location you specified. If requested, please send this file to our Technical Support team. If the file size is more than 100 MB (megabytes), please upload it to a file hosting site such as Dropbox, Google Drive, or OneDrive and send us the link in a reply to the email you received from us so we can download the report. (Click here for more information on using free file hosting sites.)

 

Gathering the sync information manually

If you cannot use either of the methods described above for any reason, there is a workaround that will allow you to gather the sync information from your computer manually and send it to us. Please follow these steps:

1. Press the Windows logo key + E simultaneously on your keyboard to open File Explorer (or Windows Explorer on Windows 7).

2. Type or copy and paste %TEMP% in the address field in the Explorer window, as shown in the screenshot below, and then press the Enter key:

3. In the list of folders that appears, find the FTM folder and double-click it to open it. 

4. In the FTM folder, locate all the files that are marked “compressed (zipped) Folder” in the Type column:  

5. Send all of the ZIP files from the FTM folder to us using our online upload page: 
http://www.softwaremackiev.com/upload/ 

Tip: To add a file to the upload page, you can drag it directly from the FTM folder in File Explorer and drop it on the Browse button. (Some numbers and letters appear next to the button when you hold a dragged file over it, indicating that you can release the mouse button to add the file.) 

Please note that if there are several ZIP files, you will need to upload them one by one.

If any of the ZIP files exceeds 100 MB (megabytes), please upload all of them to a file hosting site such as Dropbox, Google Drive, or OneDrive. Then send us the link in a reply to the email you received from our Technical Support team so we can download the files.

File hosting sites

For full instructions on how to share files on the free hosting websites mentioned above, please follow these links:

Dropbox – click here to see the instructions for uploading files, and click here to see the instructions for sharing files.

Google Drive – click here to see the instructions for uploading files, and click here to see the instructions for sharing files.

OneDrive – click here to see the instructions for uploading files, and click here to see the instructions for sharing files.

 

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