Hello
I have Windows 7 and loaded FTM 2012 software this afternoon. I have ESET as my security software. I am already a member of ancestry.ca.
I tried to download my online tree to my software and got an error message of "login failed. Please try again". However, I think this is because the software is not recognzing an internet connection which is why I also get an error message when trying to register the software. The web search link does work and I can access all other sites on the internet (including ancestry.ca) so there is no problem with my internet connection. I also noted that this issue has been cited in many versions of FTM and there is a notice from Ancestry indicating that this bug would be fixed with 2012 (which doesn't appear to be the case).
I contacted support twice today and followed all instructions they sent me including logging in safe mode with networking. I also disabled my firewall software while trying to download my tree. None worked. I also uninstalled and reinstalled the software twice. Any help to fix this issue would be greatly appreciated.
As an aside, I am hugely ticked off with Support (telephone). They wouldn't stay on the line while I tried their suggestions and both times I was told the lines would be open until 10:00 p.m. I phoned back for the third time and they were closed.
Thanks.
Shelley
I have Windows 7 and loaded FTM 2012 software this afternoon. I have ESET as my security software. I am already a member of ancestry.ca.
I tried to download my online tree to my software and got an error message of "login failed. Please try again". However, I think this is because the software is not recognzing an internet connection which is why I also get an error message when trying to register the software. The web search link does work and I can access all other sites on the internet (including ancestry.ca) so there is no problem with my internet connection. I also noted that this issue has been cited in many versions of FTM and there is a notice from Ancestry indicating that this bug would be fixed with 2012 (which doesn't appear to be the case).
I contacted support twice today and followed all instructions they sent me including logging in safe mode with networking. I also disabled my firewall software while trying to download my tree. None worked. I also uninstalled and reinstalled the software twice. Any help to fix this issue would be greatly appreciated.
As an aside, I am hugely ticked off with Support (telephone). They wouldn't stay on the line while I tried their suggestions and both times I was told the lines would be open until 10:00 p.m. I phoned back for the third time and they were closed.
Thanks.
Shelley