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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 637
Experience:  Computer Software Support specialist for more that 10 years
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I purchased the upgrade on 3/9/17 for Family Tree Maker 17

Customer Question

I purchased the upgrade on 3/9/17 for Family Tree Maker 17 as a download with a flash drive Order #170309-4630-89872. On 4/1/17 when I tried a sync I got the message I needed the upgrade to 17 still nothing and unable to sync. What do I do.
JA: Just to clarify, what's the exact make and model of your machine?
Customer: HP lap top with Windows 10
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I have nothing to try, was advised I would receive an e-mail with a download to fix the program and instructions for undating my fancy flase drive.
JA: Anything else you want the electronics expert to know before I connect you?
Customer: Nothing else
Submitted: 5 months ago.
Category: Software
Expert:  Ricky Kresslein replied 5 months ago.

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.

Expert:  Ricky Kresslein replied 5 months ago.

To help me better understand, could you tell me if you have already upgraded to FTM 17, or if you still have not received the download?

Customer: replied 5 months ago.
I thought I had the most recent upgrade when I purchased the upgrade March 9. I obviously do not have 17.
Expert:  Ricky Kresslein replied 5 months ago.

Have you received the download to install the one you just purchased yet?

Expert:  Ricky Kresslein replied 5 months ago.

I can certainly securely access your computer to help you solve this, however I will not be able to do anything if you do not have the install file for FTM 17. Have you received the install file yet?