- Ensure you are using the latest version of the app (Click “Help”, then “Check for Updates”).
- Include whether you are using Windows or macOS, and what version.
- Take screenshots of the problem you are seeing either with your phone or using command-shift-5 on macOS, or by taking a photo of your computer screen with your phone. Videos are even better.
- Copy and paste any macOS crash reports you see (you may not see any).
- Write out the steps to reproduce the problem as precisely as possible.
- Good examples: “1) Clicked ‘Download Family Diagram’ on website. 2) Double-clicked downloaded file and got this window (see attached screenshot). 3) Double-clicked ‘Family Diagram’ and got an error message (see attached screenshot).”
- Bad examples: “app won’t load,” “can’t add people,” etc.
- Post your question in the Using the App discussion forum category.
Optional Instructions for Providing the App Log File
macOS:
- Open Finder
- Single-click the “Go” menu at the top of the screen
- Hold down the “Option” key on the keyboard to reveal the “Library” folder in the menu.
- Click the “Library” folder to open it.
- Click into the “Application Support” folder in the “Library” folder.
- Click into the “Family Diagram” folder in the “Application Support” folder.
- The “log.txt” file is in the “Family Diagram” folder. Attach this in an email.
Windows:
- Open File Explorer
- Enter C:\ in the address bar
- Double-click on Users, then on your user’s folder
- Click once on the address bar, which will convert the address to text. It will show the path to your home folder, e.g. C:\Users\pstinson
- Append \AppData\Roaming\Family Diagram to the path shown, resulting in something like C:\Users\patrick\AppData\Roaming\Family Diagram
- Hit enter to go into the Family Diagram folder
- The “log.txt” file is in the Family Diagram folder. Attach this in an email
Personal technical support options are listed here: Support For Family Diagram - Alaska Family Systems