Ask Mac Questions and Get Answers from Experts ASAP
Hi, my name is ***** ***** I’ll do my best to help you today. I may have some follow-up questions to help me better understand your question.
HiSorry for the delay, we are busy and I've just got to your question. Can you let me know when you're ready to look at this and we will make a start.ThanksKris
Is this windows 10?
It seems that there is an update needed to both systems, can you tell me whst version of FT you're using?
OK - I am unsure at the moment, so you are helped quicker I will opt out for another expert to assist.
Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.
There is no additional charge to communicate with another expert and also you will get full refund if we couldn't solve your problem.
From what version did you upgrade to Sierra 10.12.6 ?
Hi there, To be sure are you accessing the family tree through Safari or the application Family Tree Maker 2017, 126.96.36.1993 ?
Secure remote is completely optional and it is an automatic offer sent by this site.
So, do you have this issue when you view the site through Firefox or Safari ?
I'm confused. You said "The photos assigned to each person no longer appear. The files are there showing as a black box and file name only. "
Is this happening when you access the site via Firefox or on the Family Tree Maker 2017 app ? Which one ? or on both ?
Not sure if this caused by Sierra update as both are different. There is an easy way to test if this is related to OS or user account. Can you make a test admin user account, login to that account and test both Ancestry and FTM in that account ?
No problem. Let me know please
Did you test on new admin account ?
I mean a brand new administrator account of your Mac. Create it from Apple > System Preferences > Users and Groups.
Logout from Apple and login to new account. Check in that account
That is completely safe. You will not lose anything from this account. You can logout from new account to old account from Apple menu.
Take your time
I'm not sure why the software update affect a website. It is not an issue with your account. Can you check it in Chrome ?
Get chrome from www.google.com/chrome
Sorry for the delay. Not sure if it is related to any kind of plugin. Did you test with Chrome on your Mac ?
Yes, because Chrome uses its own plugins built than some plugins installed
Ok let me know
How is it going ?
I just don't understand why a website would stop working after updating the OS. Not sure if reinstalling the OS would work. But try it.
Restart your Mac and immediately hold down Command and R keys at the same time for 15 seconds and this will boot your Mac to the Mac OS X Utilities screen. From there, click Reinstall macOS. Then follow the instructions to reinstall your macOS. This will delete old system files with a new one but won't delete any of your personal files.
Note : Although reinstalling won't delete any personal files, I'd recommend to backup your important files to an external hard drive before doing that.
If it still doesn't work after reinstalling the macOS, I will open this question to other experts or I will request refund for you.
Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok as it will badly affect my job here. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.
No problem. I will open this question to other experts in here. If no one get back to you, please contact the customer support at***@******.*** and they will refund you.
Don't rate the answer anything to process refund or open to other experts
I apologize that you had to wait a while for a response.
Do you still need help with your issue?
Please use the star rating at the top to rate our session as 5 stars and press Submit