This article suggests some possible solutions to a few issues that may occur when you are using the Family Tree Maker Connect app with TreeVault® cloud services.
Several of the recommendations are intended for both tree owners (those who created the family tree) and their guests (those who have been invited to view a tree in FTM Connect), while others can be applied only by tree owners since they involve operations with the Source tree in the Family Tree Maker® desktop application.
If the issue you are experiencing isn’t listed below or the suggestions in the article don't help you to resolve it, don’t hesitate to contact our Tech Support team for further assistance by clicking this link.
The article covers the following issues:
- Antenna tree doesn’t load
- Tree data hasn’t updated
- Person Info view is empty or partially empty
Antenna tree doesn’t load
If a tree doesn’t load when you attempt to open it in FTM Connect, there are a few possible solutions.
How to resolve the issue
• Check the internet connection on your mobile device. You can use the links below to get help to make sure your device is connected to the internet and to resolve connectivity issues:
iPad or iPhone:
https://support.apple.com/en-us/HT202639
https://support.apple.com/en-us/HT204051
https://support.apple.com/en-gb/guide/iphone/iphd1cf4268/ios
Android:
https://support.google.com/android/answer/9075847?hl=en
https://support.google.com/googleplay/answer/2651367?hl=en
• Log out of your TreeVault account, wait a few minutes, and then log back in. (To log out, tap the Account icon /picture/ in the top-right corner of the Trees area, and then tap Log Out.) When you are logged in again, the tree should start loading.
• Tree owners: Try deleting and replacing the Antenna tree using Family Tree Maker on your computer. Follow the steps below.
1. In FTM 2019, make sure you are logged in to TreeVault and open your Source tree (the tree you used to create your Antenna tree).
2. Click the TreeVault icon and choose Delete and Replace Antenna Tree.
3. In the dialog that appears, click the Create Antenna Tree button.
4. Click Replace in the confirmation message.
5. A new message appears, informing you that your Antenna tree is being created. Click Close.
Your Source tree’s data will start uploading in the background, allowing you to continue working in Family Tree Maker in the meantime. The progress of the data transfer is shown in the TreeVault Cloud Services panel on the Current Tree tab on the Plan workspace. When the status in the panel changes to Up to date with the message “Your Antenna tree is up to date,” it means your TreeVault Antenna tree has been successfully replaced and you can try loading the tree again in FTM Connect on your mobile device.
Tree data hasn’t updated
Tree owners: Sometimes changes that you have made to your Source tree in Family Tree Maker might not show up immediately in FTM Connect.
If this happens, please keep in mind that it may take some time for data to be transmitted through your TreeVault Antenna tree to update the tree on your device. This depends on your network connection speed and may also be subject to the TreeVault server load. So if you don’t see the changes you were expecting yet in FTM Connect, please wait several minutes and then check again to see if they have appeared. If nothing has changed, try the solutions below.
How to resolve the issue
• Check your device’s internet connection. The links provided above in the “Antenna tree won’t load” section may help you with that. Click here to jump to them.
• Check that all the latest data and changes from your FTM Source tree have been applied to your TreeVault Antenna tree. To verify that, open the Source tree in Family Tree Maker on your computer and take a look at the TreeVault icon on the main toolbar. If it has a green checkmark , that means your Antenna tree is up to date. To get more detail, go to the Current Tree tab on the Plan workspace and look at the TreeVault Cloud Services panel. Make sure that the Antenna tree status is “Up to date”, as shown in the following screenshot:
Person Info view is empty or partially empty
It can happen that the Person Info view may appear to be empty or not to have all facts displayed. This can occur when viewing a large tree (with over 100,000 people and 300,000 facts, for example), especially when the Antenna tree is updating, or because of the possible slow performance of the mobile device.
To get more detail, go to the Current Tree tab on the Plan workspace and look at the TreeVault Cloud Services panel. Make sure that the Antenna tree status is Up to date, as shown in the following screenshot:
How to resolve the issue
• Please wait some time after opening the Person Info view—all the data should load completely in due course. Once it is loaded, the data is cached, so from then on, when you view that person’s information on your device, it should appear in full more quickly.
Tree owners: With large trees, if the slow loading of data coincides with the Antenna tree being updated, you can check the progress of the data transfer in the TreeVault Cloud Services panel on the Current Tree tab on the Plan workspace in Family Tree Maker.
When the status in the panel changes to “Up to date”, it means the updating process is complete.