Family Tree Maker Hints not merging May 2016 [now fixed]

[westdale]

The mechanism for following a green leaf hint to Ancestry and comparing detail  has broken in the last couple of days. I have reported it to the US and UK sites. Many people reporting in US as in this example....

Merge failure

When clicking on an ancestor hint "leaf", the page opens with possible resources for the person. However, one cannot select any hint to merge, and the merge box for the hint at the bottom right remains blank. The program operated normally until two days ago, now merge has failed.

I think it must be a web site change as I have not changed the program... probably Active Server Pages or equivalent.

Edit by Moderator: Subject line edited at request of OP to show that problem has been resolved.

[westdale]

If anyone else has FTM, please try this and, if it fails, raise a contact with Ancestry ... a few more complaining may get this cleared faster :-)

[westdale]

Ongoing - these are from US Ancestry support forum
Robert P (null)
Robert P (Customer) — April 29, 2016 at 8:40 PM
I am having the same problem. It started last night (April 28).
I contacted Family Tree Maker support and they said it was a problem with ancestry.

John S58 (null)
John S58 (Customer) — April 29, 2016 at 9:48 PM
I am having the same problem. I just sent a diagnosis report to them but I have not heard back from them. If anyone gets an answer that works please post it here.

Carlos M (null)
Carlos M (Customer) — April 29, 2016 at 10:40 PM
Same problem here no answer from ancestry yet.

Bev C (null)
Bev C (Customer) — Yesterday at 5:26 AM
no answer but sick of it!

Korey J345 (null)
Korey J345 (Customer) — Yesterday at 11:07 AM
Oops, as of this morning, now I am having the same problem with my wife's family file. I was still able to follow the hints leaf on FTM late last night.

Dave S347 (null)
Dave S347 (Customer) — Yesterday at 12:28 PM
I've been getting the same problem for last couple of days

Bev C (null)
Bev C (Customer) — 17h ago
Hi still no joy anyone else??

Edwin L (null)
Edwin L (Customer) — 7h ago
I hope everyone has contacted support (link is at the bottom of the page). Ancestry has confirmed receipt and assigned a case number, but so far no fix. When I get a reply, I will post it here. Meanwhile, everyone with the problem should report the problem so Ancestry realizes it is affecting more than one person. And thanks for all the replies letting me know I'm not the only one with the problem.

Carlos M (null)
Carlos M (Customer) — 6h ago
ancestry said if I reregister it will come back on but they lied still have same problem

leslie b (null)
leslie b (Customer) — 4h ago
I have the same problem. It is ancestry's problem. I called and went through all of the steps, and still cannot merge.

[westdale]

Today it is working again.  Some of the complaints must have made it through!

[westdale]

..... and today it is broken again 

Seems intermittent 3 May

update 4 May - response from Ancestry UK support
Firstly, I do apologise for the delay responding to your message due to a high volume of email traffic. We regret any frustration this issue might be causing. We are aware of the problems you are experiencing with the hints on the Family Tree Maker software. Our developers have been notified of the matter you have reported. While we work toward a solution, we would like to thank you for both your diligence in reporting issues, and your patience while we address this particular issue.