I don’t know whether the problem with the patch has been resolved or not, but look forward to hearing back from Christopher.

Is there a blog which is more appropriate for using for problems with 2009?

Thanks again.
__________________________________________
From: Ancestry.com Support [mailto:ancestrysupport@custhelp.com]
Sent: Tuesday, February 24, 2009 1:26 PM
To: Robbie Burnett
Subject: [Ancestry.com Blog] Comment: “Where is she? (and the latest news)” [Incident: 090219-000159]

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Thank you for allowing us to be of service to you.

Subject
[Ancestry.com Blog] Comment: “Where is she? (and the latest news)”

Discussion Thread
Response (Christopher) 02/24/2009 02:26 PM
Dear Robbie,

Recently you posted a message on our Family Tree Maker blog and Michelle Pfister has contacted me and requested that I assist you in this matter. For reference, I have entered your blog message to this incident, you should see it below.

Does the merge not work at all or is it that you sometimes don’t get images with the merge? If it is the latter, then you are seeing a known issue with the patch. We implemented a timeout on the downloading of images from the site since it was sometimes causing crashes for the users. The problem is that the time out is a bit too short for people with slower connections.

Please let me know either way.

Christopher
Member Solutions
Family Tree Maker Support
http://ftm.custhelp.com/

______________________________________

Christopher,
Your response has only added to my frustration. Yes, the problem is with the media which sometimes merges and sometimes doesn’t. However, I called your technical support team twice and spoke with two different techs. Either neither of them knew, or neither of them admitted that there was a problem with the patch. I even mentioned to one of them that I thought the problem began when I downloaded and installed the patch. I had to figure it out on my own and uninstall and reinstall the program to get rid of the patch. It would have helped if they had just told me to uninstall the program to begin with rather than two phone calls and a post to your blog before I get an email admitting that there is a problem with the patch.

Now to your response that your have implemented a timeout on the downloading of images. I assume that you mean that there is a certain amount of time allowed before the merge takes place without the image. Is that correct? I don’t think I have a “slow” connection. It certainly is the best available in my area, but I do live in a rural area as, I am sure, do many of your customers.

I have a couple of suggestions:
1. If there is a known bug, as your email suggests, be sure that your tech support is aware. It is extremely frustrating to speak with tech support and be given a canned answer which tells me how to merge when I tried to tell him that I had been a member for at least 10 years.
2. With the release of any additional patches, be sure that there is a way to remove the patch without having to uninstall the whole program including editing the registry, before reinstalling. Better yet, test the patch with beta testers before releasing.

Has the issue been resolved? If not when do you expect resolution?

________________________________________

I can’t see them on Ancestry after I upload from FTM2009.

I can see them on FTM2009 just fine.

To see your fact notes, make sure you have the “Sho Fact Notes” turned on (located on the Options menu on the right-hand side of the Person view).

The relationship calculator currently reports an accurate relationship, so it’s not “broken” as some might think. A person can be related to another person in multiple ways, and the challenge is to report the most relevant way. This is part of relationship calculator that we continue to work on.

We should make a lot of progress with the merging of large GEDCOMs in Version 2010.

Called again today and was told that there was a “bug” in the system. It will take a FEW WEEKS to fix. I asked for a refund of my money for those few weeks and was told no, there was too my other data on the website. Before I try to merge I should check to see that the program recognizes that there is media attached to the source. OK, tried that. If it doesn’t recognize that there is media attached, I am to notify you. I’m kind of mad. I pay good money to use your site, and supposedly it will work with your software. I suffered through the nightmare with 2008, till finally the 3rd patch seemed to correct the problem. I appreciated your giving 2009 and it seemed to be working, but you added a patch and now I am having problems again.

Just one person—Benton McMillan Head should notify you of every merge which doesn’t work. Well, kind of mad here.

1920 Justice Precinct 4, Hale, TX—doesn’t work.
1900 Civil District 8, Jackson, TN—doesn’t work
1880 District 7, Clay, TN— Worked YEAH!!!!!
1910 Magisterial district 3, Christian, KY worked

This certainly destroys the pleasure of using your site and software!!!!!! Is anyone else having this problem?

I understand I will receive an email when each of these is corrected.