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Problems with new Mac install

Mac version 7.5.5 locks up

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#1 cwbuff

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Posted 24 April 2018 - 04:35 PM

Late last week I purchased Rootmagic for the Mac (7.5.5). I assume this is the latest version.  This app is very unstable and locks up if you click the "wrong" icon. For example this sequence will lock up the app every time:

 

1. start Rootsmagic
2. log in to Family Search through the top menu item.
3. In Pedigree view select a person and then click on the blue Family Search icon.
4. Immediately RootsMagic locks up. I have to use the “Force Quit” to kill the app. After killing the app, it will not run unless I reboot the Mac.
 
Help!


#2 Renee Zamora

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Posted 25 April 2018 - 08:01 AM

There is security software on your Mac, which may be keeping RootsMagic from having the access it needs to the internet, resulting in your computer freezing. The link below is to some instructions that will resolve this freezing issue. The instructions will show you how to give RM permissions to run with your security software. Scroll down the screen until you see the section. “Allowing Specific Applications”.

https://support.apple.com/en-us/HT201642 


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#3 cwbuff

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Posted 25 April 2018 - 08:08 AM

I tried it. It still locks up. When I click the blue Family Search Icon the RootsMagic - Family Search comparison window opens blank and locks up the system.

 

PS: I'm running macOS High Sierra 10.13.4 on a MacBook Pro Retina 15 inch mid 2015.



#4 Renee Zamora

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Posted 25 April 2018 - 08:56 AM

If the Share data tab is blank then its usually because your not signed in. In your steps you mentioned that you logged in, assuming using File>FamilySearch Central first. After that you can click on the FamilySearch icons next to their names. Am I clear that is what your doing?

 

If the Share data tab is blank but you can see information on the other tabs, we have found that its the router itself not allowing RM complete access to the internet. You can call into support to see if they can help you with those settings. They don't know all routers, and may need to refer you to the router manufacturer. Support can tell you which router providers have confirmed its not supported. Users with those routers have had to upgrade. 

 

Phone: 801-489-3102 - Mon-Fri 8:00am-5:00pm (MT)


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#5 cwbuff

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Posted 25 April 2018 - 09:17 AM

"If the Share data tab is blank then its usually because your not signed in. In your steps you mentioned that you logged in, assuming using File>FamilySearch Central first. After that you can click on the FamilySearch icons next to their names. Am I clear that is what your doing?"

 

Yes this is what I am doing. It locks up when I click the blue Family Search Icon. I have been able to add new information to various people and then update Family Search. But certain sequences lock it up.

 

PS: we have a Verizon FIOS router.



#6 allanpeter1

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Posted 25 April 2018 - 02:49 PM

It works OK for me BUT the first screen of RootsMagic tells me I have v 4.5.5 whilst About RootsMagic tells me I have 7.0.1 - so who knows what version I have installed.  Certainly not me!



#7 Renee Zamora

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Posted 26 April 2018 - 07:39 AM

It works OK for me BUT the first screen of RootsMagic tells me I have v 4.5.5 whilst About RootsMagic tells me I have 7.0.1 - so who knows what version I have installed.  Certainly not me!

 

The 7.0.1 is the CrossOver wrapper around RootsMagic. On the Mac menu it should say "Version 7.0.1 (7.0.1)

Copyright 2016 CodeWeavers, Inc". If not then you need to do a complete uninstall / reinstall to update that wrapper.

 

If you also have not done a complete uninstall / reinstall since upgrading to High Sierra then you need to do so. The link to the complete uninstall directions are below.

 

https://support.root...agic-on-the-Mac


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#8 Renee Zamora

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Posted 26 April 2018 - 07:44 AM

Yes this is what I am doing. It locks up when I click the blue Family Search Icon. I have been able to add new information to various people and then update Family Search. But certain sequences lock it up.

PS: we have a Verizon FIOS router.

 

Call into support and they can tell you better about the router and if there are settings to adjust that will help.


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#9 cwbuff

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Posted 01 May 2018 - 06:43 AM

As suggested, I called into support. They referred me to a RootsMagicTV video (https://www.youtube....ok4GFqY4&t=300s) on how to completely uninstall and install RootsMagic. I did that. The same problems occurred. I even turned off my firewall to see if that was the problem, it had no effect - same problem locking up when accessing FamilySearch. I can log into FamilySearch with no problem. But every time I access the FamilySearch Person Tool, RootsMagic crashes. So thinking that I may have something to do with my MacBook Pro, I uninstalled it from my machine and did a new install on my wife's MacBook Pro, which is 1 year newer. I had the exact same problems. So I uninstalled it from her machine and put it back on my machine. 

 

I did some more testing and was able to get a RootsMagic error message on one crash. After the crash, wineloader is still running on my dock. Here is the error message:

"Program Error

The program RootsMagic.exe has encountered a serious problem and needs to close. We are sorry for the inconvenience.

This can be caused by a problem in RootsMagic, or a deficiency in Wine, the compatibility layer which is being used to run RootsMagic. Contact the makers of RootsMagic for help."

 

I have another call into phone support and also into on-line support. Anything else I should do? 



#10 chapmanwn

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Posted 25 April 2019 - 11:31 AM

I am using a MacBook Pro 15 running Mojave 10.14.4. I have been trying to eval RootsMagic Essential version 7.0.3. This was the only version I could get for MacBook. I am having the same problem that haas been discussed here. It locks up and the only way out of it is to force quit. I have done everything mentioned here and it still will not work.

 

I have been using Family Tree Maker for many months, but just wanted to see what else is out there. I think I might have to stay with FTM, unless someone knows how to make RootsMagic work. I have used CrossTalk on another app and occasionally it has problems. I have worked with computers for over 30 years (I have used many different hardware and software) it seems when you use code to trick an app into acting like it is on other hardware, there will usually be a problem. Nothing beats using native code. 



#11 Renee Zamora

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Posted 25 April 2019 - 11:50 AM

With most Mac software applications you would want to use the menu items up next to the black apple at the top of the screen to control the program with, but with RootsMagic you do not want to use these menu items.  The only menu items that you will want to use are located inside the actual RootsMagic screen at the top. Otherwise it will cause freezing. Here are a few more things to try. 

 

Use the Mac First Aid Tool

1. Click on your Finder Icon in the Dock
2. Then select Applications

3. When you get into the applications screen you will need to scroll down and look for the blue Utilities Folder and click on it to open it up

4. When you get into the Utilities Folder Click on Disk Utility

5. At the top of the screen you will see a small First Aid icon.  Click on this icon

6. When you get into the First Aid screen click on the blue Run button

7. Once you are finished running the First Aid tool close out of the screen that you are in

8. Then completely uninstall RootsMagic and Reinstall it again.  

9. Then try to open RootsMagic back up again

 

Complete uninstall / reinstall including the CrossOver wrapper around the program.

https://support.root...agic-on-the-Mac

 

Add RM to the Mac Firewall Exception List

https://support.root...-Exception-List


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#12 cwbuff

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Posted 27 April 2019 - 02:58 AM

Regarding the question posted by "chapmanwn", I have abandoned RootsMagic and switched to MacFamilyTree https://www.syniumso...m/macfamilytree

It is a native Mac application not PC ap made to run on a mac. It also interoperates with FamilySearch.



#13 Cairokid

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Posted 02 May 2019 - 06:17 AM

I installed Rootsmagic last night after recommendations from some experienced users (not Mac though). I have been using FTM for Mac without any issues but RM has some additional features I wanted.So far it has crashed three times and hung up on me so that I had to force a quit. It shows a 'floating point error'.

 

I tried following the link earlier in this thread but the page wasn't found. I also couldn't see a Share data tab. Where do you find this?

I'm reluctant to uninstall and reinstall when I've only just done it. Will look at MacFamilyTree but probably I'll wait to see what the new RM8 is like. I'll persevere for a few more days then give up if I get nowhere. I can't be bothered with software that is so unstable. Do you think RM will re-imburse me if I cannot run their software without it crashing?



#14 Renee Zamora

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Posted 02 May 2019 - 02:23 PM

Posting the reply on the other thread you opened.

http://forums.rootsm...-with-ancestry/


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#15 Cairokid

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Posted 04 May 2019 - 12:49 AM

Thanks Renee

With the help of tech support, other users, the Facebook forum, and here I have manage to solve most but not all of my issues. I was on the point of giving up and returning to FTM, which was disappointing because I could see how powerful RM would be if it worked!

I think 90% of it is going as it should now. I still can’t sign in to Ancestry or FamilySearch unless I open them in Safari, but I can live with that.

I am so hoping the new version is ready soon.

Melody

#16 keithcstone

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Posted 20 June 2019 - 06:52 AM

I used that exact same configuration (same Mac model, same OS) and it works "OK" i.e. no crashes, but the Crossover layer still have some issues with various Treeshare options.

 

Now the current version of Crossover should be 7.0.3 and RootsMagic is 7.5.9. I have those successfully running on a MacBook Pro 2015 Retina, currently running Mojave (10.14.5).

 

I would completely remove all vestiges of RootsMagic and Crossover (the later most important) from your system. Then go to https://www.rootsmag...tes/RootsMagic/and download the full Mac installer.

 

You may be a message about a wine component, go install that, if you block it you'll be out of luck and will likely have to start over.

 

The root cause is the Crossover layer which isn't fully compatible with the latest Mac OS versions.



#17 Dan Fuchs

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Posted 28 June 2019 - 02:39 PM

I have used RM6 on a Mac for four years. A little clunky, but OK. I had not been in for a while and meanwhile updated to Mojave 10.14.5.  Could then not open RM and got error message, so decided to upgrade to RM7.  Installed with RM6 still in place. RM screen opened as usual, but as soon as I searched for one of my databases, it froze.  No database and unresponsive to any of the menu items at top of the RM screen.  Also cannot close and there is no force quit option showing on any menu for RM. Had to do hard shut down.

 

Assumed it was due to the RM6 and CodeWeavers still installed, so did a complete uninstall of RM6 and RM7 per the video.  All gone.  Reinstalled RM7  and result is exactly the same.  Freezes when a database is selected and will not close.

 

Any ideas?



#18 Renee Zamora

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Posted 02 July 2019 - 09:27 AM

It could be an issues with the database itself. Try restoring an older backup in another location and see if that works. Then run all the File>Database Tools on it in consecutive order.


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#19 Rooty

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Posted 06 July 2019 - 04:04 PM

Re Hard shutdown: click on the apple icon top left corner and choose force quit. You get a list of open programs some with a non responsive adjective. Choose Rootsmagic and force quit it. Or you can right click the dock icon with the option key held down to get a force quit choice. The option key often changes menu items to other choices.

 

RM6..7 is a fake program and the top application menu bar has no helpful effect except to confuse we Mac users. You have to use the tiny print menubar below that.

 

Perhaps you need to change the preferences (program/file options) to correctly handle your data file? Did RM6 use a different file structure?