Home > Ancestry Login Issue - FTM 2017 for Mac

Ancestry Login Issue - FTM 2017 for Mac

There have been reports of issues trying to log in to Ancestry in FTM 2017, where the username and password are not being accepted.  This issue seems to be occurring only for Mac users.

If you are experiencing this issue in FTM 2017 for Mac, please follow these troubleshooting steps:

  1. Make sure any possible issues with connectivity have been addressed by going through the steps in "Troubleshooting Connectivity Issues in FTM 2017 for Mac" (click here).
     
  2. Temporarily change your Ancestry password and use it to test whether you can log in.
     
  3. Follow the steps in "Resetting Program Settings to Default in FTM 2017 for Mac" (click here).
     
  4. After attempting all of the above, follow these steps closely.  If you need assistance with these steps, please come to live chat (click here).  Please note that this will clear the list of trees you had opened in FTM 2017.  Don't worry, that doesn't affect the trees themselves.  After these steps you can add them back to the list by going to File, then Open, for each tree in the list.

    On your Mac, go to your Applications, open Utilities, then open the Terminal application.  Another way to find it is to use Spotlight to search for "terminal".

    In Terminal, enter the following two commands one at a time (press Enter after copy/pasting each one):

    sudo find /Library/ \( -iname "*FamilyTreeMaker2017*" -o -iname "*FamilyTreeMaker2017" \) -print -exec rm -rf {} \;
    sudo find ~/Library/ \( -iname "*FamilyTreeMaker2017*" -o -iname "*FamilyTreeMaker2017" \) -print -exec rm -rf {} \;

    You will need to enter your Mac password (not your Ancestry password) when prompted.  After the commands are completed, reboot the Mac, then start FTM again.  Login should now work properly.

 

Even though we believe the issue is not occurring for Windows users, if you're experiencing Ancestry login issues, please follow these troubleshooting steps:

  1. Make sure any possible issues with connectivity have been addressed by going through the steps in "Troubleshooting Connectivity Issues in FTM 2017 for Windows" (click here).
     
  2. Temporarily change your Ancestry password and use it to test whether you can log in.

 

If you've gone through these troubleshooting steps and are still having difficulty, we're happy to help.  Please come to live chat (click here) to work with an agent directly.

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