Troubleshooting in the Genealogy Browser

Questions

1. Invalid Login
2. Already Logged In
3. Invalid Email Address
4. I cannot launch my group/download the Genealogy Browser™
5. Genealogy Browser™ is already running
6. After uploading a GEDCOM, people appear to be missing

Answers

Troubleshooting

1. Invalid Login

   The username and password are both case and space sensitive*; please double-check them, and try to login again. If you continue to receive this message, use the "Remind Me" section of the Invalid Login page to be reminded of your password. If you still receive the Invalid Login message, please contact Customer Support.

   * Depending on when you created your account, your account may not be case sensitive.

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2. Already Logged In

   One of the following will cause you to receive this message after launching the Genealogy Browser™:
   
   INTERNET CONNECTION: If you were disconnected from the Genealogy Browser™ abnormally (either your internet connection was disrupted or an error occurred which caused the browser to close), you may receive this message when you try to login again. Wait 20 minutes before trying to login again.
   
   SOMEONE ELSE IS USING YOUR ACCOUNT: Do not share your Member Account with anyone else because multiple people cannot login to your Account at the same time. If you shared your Member Account with someone else, please change the password so only you can use your account.
   
   Also see Genealogy Browser is already running

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3. Invalid Email Address

   If you see this message after login, you will need to update your email address.
   
   If you have a new email address, click the hyperlink in the message and then click on ''Change User Information'' in the Accounts box. When the User Information page comes up, enter your new email address and press Submit.
   
   If your current email address is still valid and you believe you shouldn't have seen this message, follow the above steps but don't change the email address.
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4. I cannot launch my group/download the Genealogy Browser™

   Make sure that you have checked the Compatibility FAQ section to ensure that your computer and software can run the Genealogy Browser™. Please also see the Launch Errors page.
   

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5. Genealogy Browser™ is already running

   Only one session of the Genealogy Browser™ can run on your computer at a time. If you see a message saying that the browser is already running, this probably means that it is running behind this message, on another page. If you cannot find the browser page, try ending the process for Z.exe in the Windows Task Manager or restart your computer.

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6. After uploading a GEDCOM, people appear to be missing

   The following are the two primary reasons that you may be unable to find these people:
   
   DESCENDENCY: When you import your GEDCOM into OneGreatFamily, the Genealogy Browser™ assigns the first person listed in the GEDCOM as the anchor (or starting person) and displays any ancestors for that anchor. It is possible that the people who appear to be missing are descendents of the anchor. If you want to view descendants of an individual, click on the individual in the Starfield, and then click on the descendency icon(located on the icon bar of the Genealogy Browser™). You may then make a new Anchor from any of the individuals shown in the descendency view.
   
   NON-LINKED GEDCOM: The Genealogy Browser™ only assigns one anchor when importing your gedcom. If the information in your GEDCOM contains more than one group of non-connected ancestors, it may appear that the unconnected group of ancestors are missing. Since all individuals are imported from the gedcom, you can use the search feature to search for the unconnected ancestors.

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