Ancestry supports all other Windows users (including Ancestry FTM 2014 and older) and will be doing that until sometime this summer.” Jack said that the planning for them to transition to doing all the support is going well and that Ancestry has been very helpful in that regard. So officially, we support all Mac users but so far only FTM 2014.1 on Windows. Jack also clarified who is providing support for FTM: “For the record, we are not yet doing support for all users. Jack stated that, if people believe the update might fix an issue they’re having with FTM, all they have to do is ask for it.īy the way, unlike Ancestry, MacKiev doesn’t do phone support because they don’t have “operators standing by.” The best way to reach out to their tech support is their website. After they started selling FTM, they got approximately 200 emails complaining about various things that people thought were broken it turns out that only about 6 or 7 of those were real issues in FTM (as opposed to an issue with the Ancestry website, for example). Jack also stated that feedback from users supports them waiting to put out the update to current users by about 10 to 1. That they were able to put out an updated version for both Mac and Windows in only a month is a quick turnaround for a software brand acquisition. Jack pointed out that updating FTM and getting it back on sale after only a 45-day hiatus was quite a feat. They’ve sold almost 10,000 copies since 1 March, so that’s quite a few new users to find problems that were previously missed. They want to fix as many bugs as they can that have been identified by users who bought the updated versions from their website. They don’t want to send it out until it’s ready, which it nearly is. He explained that the update will go out very soon. So on 20 April I reached out to MacKiev president, Jack Minsky, and spoke with him by Skype.

But it’s almost May now, and I still haven’t heard when the updates will go out. I later found out that there was a delay in MacKiev getting access to the website, which is how the updates were pushed out. We will send you an email to let you know as soon as they are available.” While FTM did go on sale again on 1 March, the update was not pushed out to current users. They will be available in about a week or so through the built-in update feature. An email dated 4 March 2016 from MacKiev confirmed my belief it stated, “ Users of FTM 2014 and Mac 3: Hang in there! FREE updates are coming. I think many other people interpreted the FAQ the same way, judging by comments on the Ancestry blog and message boards. It seemed to me that the FAQ implied that the updates would come out the same time as the new versions were for sale on their store. When Software MacKiev first announced that they had purchased Family Tree Maker (FTM) from, they stated in an online FAQ that owners of FTM 2014 and FTM 3 would receive free updates (Fig 1).

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