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Article Updated 26 October 2005
Family Tree Maker Tips, Hints & FAQs:
By: Rick Roberts, Biography & Archived Articles
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More FTM Tips & FAQs
Why do I get errors while registering Family Tree Maker?
(versions 2005 and newer)
Known error messages are:
- Page cannot be displayed
- You are not currently connected to the Internet or are behind a firewall
- Problem sending command to program
Cause:
These error messages can occur when your Internet connection is not active, or when something is blocking Family Tree Maker from accessing the Internet to register.
Resolutions in this article:
Method One: Check your connection:
If you have a dialup Internet connection, or you have disabled your broadband connection, establish your Internet connection before you open Family Tree Maker. Make sure you are able to get to other pages on the Internet, then try registering Family Tree Maker again.
Method Two: Disable your firewall
Try temporarily disabling any firewall, Internet Security software, pop-up blocker, and web accelerator software. Most firewalls, Internet security, and web accelerators can be disabled by right-clicking their icon in the system tray (in the lower right-hand corner of your screen) and choosing 'Disable' from the pop-up menu.
You may need to close and reopen Family Tree Maker after disabling any security software on your computer. If you have a pop-up blocker, hold the CTRL key as you select the registration option and try the registration again. Do not forget to re-enable your firewall after you are through with the registration.
Windows XP Users: Windows XP SP-2 has a firewall and pop-up blocker built in. You may want to verify that these are disabled, along with your other installed firewalls and Internet Security software.
Method Three: Open a browser window:
Open Internet Explorer or your system default browser, minimize the window, and then try registering again.
Method Four: Change connection settings:
- In Internet Explorer, click the Tools menu and choose Internet Options.
- Click the Connections tab.
- If the Never dial a connection radio button is available, please skip to step 9. Otherwise, continue with step 4.
- Click the Add button
- Select the Dial-up to private network option, then click Next.
- Type 000 in the phone number field and click Next.
- Click Finish.
Click OK.
- Select Never dial a connection, and then click OK.
Method Five: Add familytreemaker.com to trusted sites:
Since the registration site is a secure site, it may help to add it to your trusted sites list in your computer's Internet Options list. To do this:
- For Windows XP: From the Start menu, choose Control Panel.
- Click Network and Internet Connections.
- Click Internet Options.
- Click on the Privacy tab.
- Click the Edit button in the lower right-hand corner.
- In the Address of Web Site field, type familytreemaker.com.
NOTE: If you have Windows XP SP-2 this button is labeled Sites.
- Click Allow.
- Click OK twice, close all open windows, and then try registering Family Tree Maker again.
- For Windows 98/ME: From the Start menu, choose Settings, and then Control Panel.
- Click Internet Options.
- Click on the Privacy tab.
- Click the Edit button in the lower right-hand corner.
- In the Address of Web Site field, type familytreemaker.com.
- Click Allow.
- Click OK twice, close all open windows, and then try registering Family Tree Maker again.
Method Six: Disable Windows startup programs:
If you are encountering problems registering Family Tree Maker, another program that loads when Windows starts could be interfering with the registration process. As a troubleshooting step, you can temporarily disable Windows startup programs and try registering in this mode.
To temporarily disable Windows startup items:
- Click Start and then Run.
- Type in msconfig and click OK
- Click on Selective startup (the third option down) so the bullet is checked
- Windows XP: Uncheck Load Startup items (it should be a blank white space).
Windows 98/ME: Uncheck Load Startup Group Items.
- Click Apply
- Click OK or Close.
- Restart the computer when prompted.
- If Windows tells you that there have been changes to the configuration after restarting, click on the cancel button (or the X in the upper corner).
When Windows starts, most of the programs that load at Windows startup will have been disabled. Note that a few items may have been enabled despite the clean boot. If you see any of these items (such as some antivirus and firewall software programs) loading in the clean boot, disable those programs manually.
Then, please try registering Family Tree Maker.
To restart your computer later with the startup programs enabled:
- Click Start and then Run.
- Type in msconfig and click OK
- Click Normal startup (the first option).
- Click Apply
- Click OK or Close.
- Restart the computer when prompted.
Method Seven: Windows XP: Try Windows Safe Mode with Networking:
If you have Windows XP and a broadband (e.g. DSL or cable) connection, you can try registering in Windows Safe Mode with Networking. This will allow you to bypass nonessential drivers and startup programs on your system which may be conflicting with the registration process.
Please note that some Internet access methods will not work when you are in Safe Mode with Networking. This method works best for a cable modem or DSL connection.
To start your system in Windows Safe Mode with Networking:
- Restart the computer.
- Watch the screen while it is still black. When you see "Starting Windows XP," immediately press the F8 key.
- From the Windows Advanced Options menu, choose Safe Mode with Networking.
- If you are prompted to choose an operating system to start, choose Windows XP.
- If you are prompted to choose a profile, choose your own profile. You may also want to try the Administrator profile, if it is available.
- Windows starts in Safe Mode.
Method Eight: Windows XP: Disable Compatibility Mode:
A few users have found that they were running Family Tree Maker in Compatibility Mode. Disabling this option allowed them to register.
To check or change the Compatibility Mode setting:
- Close Family Tree Maker.
- Click your right mouse button on the icon you use to start Family Tree Maker.
- Choose Properties from the pop-up menu.
- Click the Compatibility tab.
- If any boxes are checked on this tab, uncheck them. FTM is fully tested for Windows XP, and you do not need to run it in compatibility mode.
- Click Apply, then OK, and try registering Family Tree Maker again.
Source: FTM Technical Knowledge Database
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