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

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

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®.

You can generate and send a Sync Error Report using 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 can open the dialog for a linked tree at any time by choosing Send Sync Error Report from the Help menu.

 

In the dialog, enter your name and email address, choose 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 pop-up menu, 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.

 

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