• I just installed Family Tree Legends and it is prompting me for a username and password? Where do I find my username and password?

The username and password that the program is prompting you for is for the GenCircles web site. Registration at GenCircles is required to use the Internet Backup, and Internet Publishing features of the program. We do not automatically register Family Tree Legends customers at the GenCircles web site, or assign them a username or password. However, some Family Tree Legends users have registered with the GenCircles web site prior to purchasing or evaluating the program, therefore we provide them with the opportunity to enter their log-in information when creating a new file. For users that have not yet registered at the GenCircles web site, we also provide them with the opportunity to sign up / register.

When creating a new file in Family Tree Legends you are presented with a number of windows that assist in this process. First, you will specify a name for the file. Then you will choose to enable Internet Backup, and Internet Publishing. Enabling these features will then present you with a window labeled "GenCircles File Options". This window allows you to specify how your new file will be published on the Internet through the GenCircles web site, including: sharing and privatization options. Finally, you will be presented with a window labeled "GenCircles Registration".

The GenCircles Registration Window allows you to enter your GenCircles username and password (if you already have one), or to register at the GenCircles web site. Choosing"No, please take me to the registration form..." will open the Register with GenCircles Window. There are several fields you must complete to register with GenCircles:

1. Your Name - enter your full name.
   
   
2. Your Email - enter your email address. This email address will only be used by GenCircles to communicate with you about your account.
   
   
3. Username - enter a username. This username will represent the URL (http://www.gencircles.com/users/USERNAME), when people are searching for your family history. You will use this username to access your GenCircles account. Usernames can contain a maximum of 15 characters (only letters, numbers, and dashes please. Literal spaces are not accepted.)
   
   
4. Password - enter a case-sensitive password. This password will be used with your username to access your GenCircles account. Password can contain a maximum of 15 characters (only letters, numbers, and dashes please.). All passwords are case-SENSITIVE!

• When I attempt to register the software, or use an Internet related feature, I receive a “Communications Failure” error message. What does that mean, and how do I fix it?

In most cases, a "communications" error is displayed when Family Tree Legends is unable to access the Internet properly. Listed below are a few questions that can help to diagnose why this error occurred.

• Are you experiencing any problems when trying to use Internet related functions outside of Family Tree Legends? Family Tree Legends can only access the Internet if your computer has a functioning modem and an Internet Connection(s) that is configured properly.
  
  
• Are you using any type firewall or internet security software? If so, it is important to note that Family Tree Legends uses the standard HTTP port (80). In most cases, a “Communications Failure” can be eliminated by adjusting your firewall settings to allow Family Tree Legends full permissions to internet related activities. Please consult your firewall or Internet security software for details on how configure the permissions for specific software programs.
  
  Common software programs that block Family Tree Legends from accessing the Internet are: Norton Personal Firewall, Norton Internet Security, Norton Anti-Virus (Internet features in newer versions only), McAfee Personal Firewall, and Zone Alarm.

• I have Norton Internet Security or Norton Personal Firewall software installed on my computer, and am receiving a “Communications Error” message when I attempt to run Family Tree Legends. How do I fix this?

To configure the rule for a program in Norton Internet Security or Norton Personal Firewall 2003:

1. Open Norton Internet Security or Norton Personal Firewall.
2. Click Personal Firewall.
3. Click the yellow Configure button. The Personal Firewall configuration window opens.
4. Click on the Program Control tab.
5. Find the program in the list under Manual Program Control and click on it to highlight it.
6. Click Modify.
7. Change the option under "What do you want to do?" and choose Permit. Click OK.
8. Click OK once more.

To configure the rule for a program in Norton Internet Security or Norton Personal Firewall 2002:

1. Open Norton Internet Security or Norton Personal Firewall.
2. Click Personal Firewall.
3. Click Internet Access Control.
4. Find the program in the list of configured programs and click on it to highlight it.
5. Click Modify.
6. Change the option under "What do you want to do?" and choose Permit.
7. Click OK.

• I am having difficulty installing Family Tree Legends from the web site. The automated installer continues to fail. Is there another method available for downloading and installing the software?

Yes. You can download and execute the setup file manually, and by-pass automated Internet-based installer. Please take note of the directions below:

1. Use this alternative download link:
   http://www.familytreelegends.com/downloads/ftl/one-exe/ftl/setup.exe
   
   
2. An install window will again pop up. Click "SAVE AS" (Do NOT click "OPEN"), and choose a folder to save the FTL installer file. Take note of where you save this file, so that you can find it after the download has completed.
   
   
3. After the download completes, navigate to the directory where you saved the "setup.exe" installer file on your hard drive, and double click to begin installation.

• When I attempt to start Family Tree Legends, only the logo (splash window) appear for a few brief moments, and then disappears. The application fails to fully open. What's wrong?

In most cases, this type of application behavior is demonstrated when Family Tree Legends has been damaged. In order to remedy this problem, you will need to completely uninstall the software (using the specific directions provided below), and then reinstall the latest version of Family Tree Legends directly from our web site.

You can uninstall the program by navigating to START > SETTINGS / CONTROL PANEL. In the Control Panel, double-click on the ADD / REMOVEPROGRAMS icon. This interface will show a list of the applications installed on the system (Family Tree Legends should be included). To remove a program, highlight it (click it once), then click the ADD/REMOVE button.

*** IMPORTANT!
Next, you will need to use Windows Explorer (Not Internet Explorer) to navigate to the directory where you saved Family Tree Legends (by default this is C:/Program Files/Family Tree Legends, unless you designated otherwise during installation). Find the folder titled "Family Tree Legends", and delete it (make sure your family files are not stored in this folder). If you do not delete this folder, reinstallation may fail. Lastly, you must restart computer before re-installing the program.

You can download the full retail version of your purchased program from the Family Tree Legends web site by providing your serial number:

http://www.familytreelegends.com/downloads/pickup/

fter you have reinstalled Family Tree Legends, you can open the program and restore any files that you have chosen to backup by choosing FILE > ONLINE RESTORE FAMILY FILE.

• When I attempt to install the software on my computer, I receive the error message: “1607 Unable to Install InstallShield Scripting Runtime”. How do I fix this?

In most cases, error 1607 is caused by settings related to the InstallShield software that resides on your computer. Please consult the InstallShield web site link specifically tailored to this error for more information:

http://consumer.installshield.com/kb.asp?id=Q108340

• When I attempt to install the software on my computer, I receive the error message: “1608 Unable to create InstallDriver”. How do I fix this?

This error is caused because the Windows 2000 operating system that is installed on your computer has out-dated InstallScript files. Please download and install the following file, and then try the installation again:

http://download.familytreelegends.com/installscript/isscript.msi

• I receive an error when I attempt to open a .FTL, .FTW, or .GED file that is stored on a floppy disk, CD-ROM, or other removable media. How do I open my file in Family Tree Legends?

Family Tree Legends can only import and open files that are stored on your computer’s hard drive. Please try moving the file to your computer’s hard drive and opening the file again.