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Troubleshooting Installer and Updater Downloads

If you are having dififculty downloading Family Tree Maker 2019, one of the free updates for FTM 2019, or another product or update, there are several things you can do to improve your chances of success.


Addressing Connection Issues

If you are connected to the internet via a wireless connection, try restarting your wireless router, connect using a wired connection instead, or use a different wireless network.


Troubleshooting within Internet Browsers

Sometimes simply attempting the download in a different internet browser is sufficient, as you could be experiencing a temporary issue in your default browser.

If you are given the option to Save or Run the downloaded file, choose to Save it first.  Then after the download is complete, you can run the installer or updater.

Watch the download progress - if at some point the transfer rate is zero or no progress is being made, the download may have been interrupted and you should start the download again.

Please make sure the file has finished downloading completely before attempting to run it.  If the download file ends with .exe.part or .dmg.part, it was incomplete and you need to download it again.

If you are still experiencing slow or incomplete downloads, copy the download link into your browser's address bar and add ?alt=c to the end of it before pressing enter to try the download again.


Checking for System-related Issues

Make sure that you are downloading the file to a folder on your hard drive and not to a network location.  After the download completes, you can move the file to a network location if you choose.

If you receive a permission error, you may need to make sure you have read and write access to the folder you're downloading to.  If you're not sure, save the download to your Documents folder or to the Desktop.

Some firewall and antivirus software may interfere with downloads; for example, they could prompt you to approve the download, or block it entirely.  Make sure that you follow the instructions for any messages related to security software, and consider temporarily unblocking downloads or disabling your firewall/antivirus if you cannot keep the software from blocking the download.

If you suspect that other software on your computer may be preventing or impeding the download, consider putting your system into a Clean Boot on Windows (click here for instructions) or Safe Mode on Mac (click here for instructions).

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