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Troubleshooting TreeVault Issues

This article describes various issues you might run into when using TreeVault® Cloud Services to create an Antenna tree, to have your Antenna tree automatically updated, or to restore your FTM Source tree using the Emergency Tree™ restore service.

If you are experiencing a problem with one of these processes, you will probably have been made aware of it by the appearance of an alert message. Please look through the screenshots below showing the different messages that may appear and find the one you have received, then use the solutions suggested for the relevant group to try to resolve the issue.

If the alert message you saw has closed and you don’t remember its contents, wait a few minutes and then try to repeat the operation you were attempting to perform before it appeared. If you can’t repeat the operation, please click the TreeVault icon to open TreeVault Account Manager (if it doesn’t open automatically, choose Manage TreeVault Account). Read the message shown there and then find it in this article to learn more about the problem.
 
To help you find the message you have received more easily, the article is divided into the following topics:

- Connection issues
- TreeVault account-in-use issues
- Tree-related issues

We have also included some best practice tips to help you avoid encountering problems in the future.

1. Connection issues

1.1 Internet connection issues


There is a range of issues that may occur due to problems with your computer’s Internet connection.

Mac

1. This message may appear when your Antenna tree is being created:



2. This message may appear when you are attempting to restore your FTM Source tree using the Emergency Tree restore service:



3. This message may appear when you attempt to log in to TreeVault:



4. This message may be shown in TreeVault Account Manager:


5. This message may be shown in the TreeVault pane of Tree Browser:



6. This message may be shown in the Emergency Tree Restore from TreeVault section on the New Tree tab of the Plan workspace:



Windows

1. This message may appear when your Antenna tree is being created:



2. This message may appear when you are attempting to restore your FTM Source tree using the Emergency Tree restore service:



3. This message may appear when you attempt to log in to TreeVault:



4. This message may be shown in TreeVault Account Manager:



5. This message may be shown on the TreeVault tab of Tree Browser:



6. This message may be shown in the Emergency Tree Restore from TreeVault section on the New Tree tab of the Plan workspace:




How to resolve the issue

Important: After applying any of the solutions below, please wait several minutes for the changes to take effect before you try to work with TreeVault services again.

a) If you see message 1 or 2:

- Check that you are still logged in to TreeVault.
- Check that Family Tree Maker® is in online mode: click the File menu and make sure that the last item is Go Offline: if Go Online is shown, click it.
- Make sure that the network cable is connected to your computer.
- Make sure that your Internet connection is enabled and available.
- If your Internet connection is set up to work via a proxy server, check that the proxy settings (the server and port) are correct.
- If you have created a Next of Kin certificate and already given it to your designated successor, contact that person to make sure they have not inadvertently activated the service. If they have, you may still be able to log in to your account for some time but will not be able to perform any TreeVault-related actions. In this case, please come to Live Chat to get matters sorted.

Mac only: If you have checked all the points above and the issue persists, there may be a problem on the server side. Please see section 1.2 for more details.


b) If you see message 3:

- If your Internet connection is set up to work via a proxy server, check that the proxy settings (the server and port) are correct.

Mac only: If you have checked the proxy settings and the issue persists, there may be a problem on the server side.  Please see section 1.2 for more details.


c) If you see message 4, 5, or 6:

- If your Internet connection is set up to work via a proxy server, check that the proxy settings (the server and port) are correct. If they are and the issue persists, there may be a problem on the server side. Please see section 1.2 for more details.
 

Best practices to avoid Internet connection issues

There are a few things you can do, or avoid doing, to prevent Internet connection issues from occurring:

- Do not log out of TreeVault while your Antenna tree is being created. If you do, you will have to start creating the Antenna tree again from the very beginning.
- Do not put Family Tree Maker into offline mode while your Antenna tree is being created or when using the Emergency Tree restore service. If you do, you will have to start creating or restoring the tree again from the very beginning.
- Disable sleep mode on your computer. If the computer goes to sleep for more than five minutes while your Antenna tree is being created or when using the Emergency Tree restore service, there is a chance the process will be cancelled and you will have to start it again from the very beginning.

1.2 Server-related issues

Sometimes you might not be able to use TreeVault services because of maintenance being carried out or problems on the server side. In these cases, the following messages are likely to appear:

Mac

1. This message may appear when your Antenna tree is being created or when you are using the Emergency Tree restore service:



2. This message may appear when you attempt to log in to TreeVault:


Windows:

1. This message may appear when your Antenna tree is being created or automatically updated with changes from your FTM Source tree or when you are using the Emergency Tree restore service:



2. This message may appear when you attempt to log in to TreeVault:



How to resolve the issue

If you get one of the messages above, it probably means the TreeVault servers are temporarily out of operation, and you should just wait for them to come back on stream.

However, there is something you can do to find out more about the situation:

Click the TreeVault icon (and then choose Manage TreeVault Account if TreeVault Account Manager doesn’t open automatically) and take a look at the message that is shown in TreeVault Account Manager.

- If you see a Server Maintenance message, you should wait until the maintenance is completed. The expected time of completion should be specified in the message.
- If you see the message below and you don’t have any problems with your Internet connection (if you use a proxy server, please check that your proxy settings are correct), then there is an error on the server side.



This means our engineers will already be working to resolve the problem. Please allow some time for them to get things back up and running before you try working with TreeVault services again.

2. TreeVault account-in-use issues

There are certain issues you might experience if your TreeVault account is currently being used on a different computer or for a process happening in another window.

Mac

1. This message may appear when you attempt to create your Antenna tree:



2. This message may appear when you are restoring your FTM Source tree using the Emergency Tree restore service:



Windows

1. This message may appear when you attempt to create your Antenna tree:



2. This message may appear when you are restoring your FTM Source tree using the Emergency Tree restore service:



How to resolve the issue

- Check whether any TreeVault-related process is already active in another FTM window on your computer. If it is, wait until the process is finished.
- Check whether your TreeVault account is in use with a related process running on a different computer or device. If it is, wait until the process is finished or cancel it and try working with TreeVault services again on your current computer.

3. Tree-related issues

Problems with your FTM Source tree can lead to error messages appearing during the creation or updating of your TreeVault Antenna tree. Similarly, problems with your Antenna tree can prevent successful restoration of the Source tree using the Emergency Tree restore service.

To allow the creation or updating of your Antenna tree to continue, you should compact the Source tree when you are prompted to do so. If compacting doesn’t solve the issue, the Antenna tree will not be created or will not be updated with changes from your Source tree. In this case, you will be asked to send an error report.

Mac

1. This message may appear during Antenna tree creation:



Then this message will appear if compacting doesn’t solve the problem:



2. This message may appear when your Antenna tree is being automatically updated with changes from your FTM Source tree:



Then this message will appear if compacting doesn’t solve the problem:



Windows

1. This message may appear during Antenna tree creation:



Then this message will appear if compacting doesn’t solve the problem:



2. This message may appear when your Antenna tree is being automatically updated with changes from your FTM Source tree:



Then this message will appear if compacting doesn’t solve the problem:




You will also be asked to send an error report if there is a problem with the Antenna tree when you are using it to restore your Source tree:

Mac



Windows



If your error report was sent successfully, you will see one of the following messages:

Mac

1. After failed Antenna tree creation:



2. After failed updating of the Antenna tree:



3. After failed restoring of the FTM Source tree:




Windows

1. After failed Antenna tree creation:



2. After failed updating of the Antenna tree:



3. After failed restoring of the FTM Source tree:



If the error report could not be sent for some reason, the following message will appear:

Mac




Windows



In this case, check your Internet connection (including your proxy settings if you use a proxy server). Then repeat your attempt to create the Antenna tree or restore the Source tree, and if the process is still unsuccessful, try to send the error report again when prompted. If the original problem occurred during updating of your Antenna tree, wait for updating to resume automatically or click the TreeVault icon and choose the Unsuccessful update. Send Report item.

If the report fails to be sent again, please come to Live Chat where one of our support agents will try to assist you.

How to resolve the issue

First of all, try compacting the Source tree when prompted. If that doesn’t help, it would appear the issue is one that you cannot resolve on your own. By sending an error report you will enable us to look into what went wrong so that we can try to find a solution for you. After you have sent the report, please come to Live Chat so that our support specialists can assist you further.

Best practices for successfully creating and updating your TreeVault Antenna tree and restoring your FTM Source tree:

- Always make a manual backup of your tree before making significant changes to it (choose File > Backup).
- Always compact your Source tree before creating an Antenna tree or making significant changes which will be applied automatically to your Antenna tree (choose Tools > Compact File). Make a manual backup before compacting the tree.
- For smooth, swift transfer of your tree data, use a wired Internet connection with an adequate speed (1 Mbps or faster). You can check your speed using the speedtest.net website.
- Do not replace (overwrite), rename, or move your FTM Source tree file as this might break the link with your Antenna tree.
- If you need to move your Source tree to another computer, please read this article first: Moving your FTM Source Tree between Two Computers.
- Generate a Data Errors Report (available through the Person Reports section on the Publish workspace). That can help you to see if there are any potential data problems in your tree.
- Use the Find Duplicate People feature (available from the Edit menu). That can help you to avoid problems occurring due to a large number of duplicate people in your tree.
- Use Resolve All Place Names (available from the Tools menu). That can help you to avoid problems occurring due to a large number of unresolved places in your tree.
- If you sync your tree with Ancestry, always check the Sync Change Log to make sure that no unexpected changes were made to your tree during syncing.
- If you are merging people or trees, always double-check what is going to be merged beforehand and what has been merged afterward. And always make a manual backup of the tree before any merging operation.

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