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Charting Companion FAQ

Whether you've newly purchased Charting Companion, have recently updated or installed a new version of Family Tree Maker, or otherwise need some help fixing an issue with Charting Companion, you've come to the right place!  This article contains the most common questions that have come from our users and has links to get more assistance.


Getting a replacement download for Charting Companion

There are times where you may find yourself needing a fresh download for Charting Companion, such as if you misplaced your download email after purchasing online or purchased a CD at an event but need to install it on a computer without a CD drive.  In the case you find yourself needing to get a replacement download, click here and fill out the form to download the software, then register it using the same serial number and registration key you received when you purchased the plugin.


Charting Companion falsely flagged as a threat by antivirus software or web browser

Security software is designed to examine files that you download, and at times may prevent download or installation of a program it doesn’t recognize, even if you are sure it is safe.  This is referred to as a “false positive”.  You may need to add Charting Companion to the list of safe programs within your security software or could temporarily turn security off during installation.


"Another installation is in progress" error during installation

If you encounter an error stating that "another installation is in progress" when trying to install, it is because the Windows Installer Service is still running.  Click here for detailed instructions on how to address the issue.

Charting Companion won’t accept the registration information

Reference the order email you received when you purchased the software for the serial number and registration key.  You should enter the serial number into the Name field in Charting Companion (not your own name).  The serial number should look likeSOFTWARE MACKIEV 3030-xxxx” or "SMK3030-xxxxx" and needs to be copied exactly (including the SOFTWARE MACKIEV or SMK text).  Fill in the field for Registration Key, then click OK to confirm.  For detailed instructions, please click here.


Charting Companion missing from Plugins after updating or installing a new edition of Family Tree Maker

Whether you’re updating (such as to version 23.2 of FTM 2017) or upgrading (such as from FTM 2014.1 to FTM 2017), you will need to reinstall Charting Companion afterward.  You will also need to re-enter your registration information.


Charting Companion 6 doesn’t work after updating FTM 2017

Make sure you have the latest version (6.8.4) – you can check by opening Charting Companion, going to the Help menu and clicking on About Charting Companion.  If you have an earlier version, you can download the latest from this web page - make sure to select the link that reads "Click to download earlier version 6".


Charting Companion doesn’t restart correctly after installing a new version

If you run into issues after installing a new version of Charting Companion, you may need to reset the program settings.  If the program starts, go to the menu, then click on File, Options, then Restore defaults.  If the program won’t start, hold down the Shift key as you double-click the program icon, and you will be prompted to reset the settings.


Program documentation – where to find out more

Charting Companion has many helpful resources available within the plugin.  You can look through the FAQsUser Guides, and Help menus to find tips, tricks, examples and detailed how-to instructions.  You can also download a digital copy of the user guide from this link.


Still need troubleshooting assistance?

If you’ve followed the suggestions above and are still having difficulty installing, registering, or running Charting Companion, please come to live chat.  We have agents available to help 24/7 – click here to get started.


Charting Companion is a registered trademark of Progeny Genealogy Inc.

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