V5 error in Windows 8

bnewman666 · Post by **bnewman666** » 31 May 2013 17:41

I recently changed my laptop from a MacBook.
To be able to run FH I have loaded Parallels (which manages another operating system running on the MacBook.
I then loaded Windows 8 64-bit. It runs perfectly in Parallels.
I installed my original FH V4 and it works fine. I then ran the V4.1.2 and V4.1.3 upgrades with no problems - FH works exactly as it should.
I then ran my V4 to V5 upgrade and FH will no longer load up - the initial screen appears and then I get a Windows error message.
I've tried all sorts of things but the bottom line is that V4 works for me but V5 upgrade introduces the error.
I've been in touch with the FH support team, and have sent them the error files etc. But but, apart from a few ad hoc suggestions they haven't come back with a solution. All they keep saying is that it's not an FH problem and keep pointing the finger at Parallels - if that's the case, then why does FH V4 run perfectly?
The problem has clearly been introduced by the V5 upgrade - but just try telling the support team that.
I now think they've given up on me - pretty good support............
I'm singularly unimpressed.
Does anyone out there have any suggestions before I bite the bullet and chuck FH for good. I really don't want to change, but there's no point keeping it if I can't run it.
Here's hoping........... [confused]

ID:6970

Stevebye · Post by **Stevebye** » 31 May 2013 17:52

Have you downloaded and installed V5 Upgrade 5.0.9 from the 'Home' page ?

bnewman666 · Post by **bnewman666** » 31 May 2013 17:59

Yep - same error............

And then I had to uninstall and reinstall V4 with upgrades yet again just so that I had a useable version.

I never really realised just how long the V4 reg key is until I had to enter it about 20 times this week. So thankful for control-V !!

[frown]

RSellens · Post by **RSellens** » 31 May 2013 18:53

I can't really help you, but i am using FH 5.0.9 on Windows Vista using Parallels 7, on my MacPro, so it does run ok via Parallels.

Richard

Post by **tatewise** » 31 May 2013 20:03

What is the Windows Error Message?

Try un-installing FH V4 completely, and then install just the FH V4-V5 upgrade, followed by FH V5.0.9.

See How to (Re-)install Family Historian for details.
There are various problem workarounds on that page for Windows Error Messages that may also help.

bnewman666 · Post by **bnewman666** » 02 Jun 2013 10:44

Thanks Mike but I've tried everything you've suggested - and always get the same crash.

Basically, when I try to run V5 I get the FH initial screen - but it's in a much smaller window than V4. And then I get a Windows error screen - it doesn't identify the actual error but only states that there is an error with FX.EXE. It then gives the option to search online for a solution and to send the details to MS for feedback. It's never shown the actual error or a solution or any feedback.

I have sent the detailed dumps etc to FH but the just come back saying it must be Parallels as there is no problem with FH. Despite the fact that the error is being introduced by V5 and doesn't exist for me in V4. It may well be a problem with FH running under Parallels, but it is certainly created by FH.

I have also suggested to FH support that the compressed V5 intro screen might be a clue to a potential graphics (retina screen) issue but they didn't respond to that one.

Do FH actually have any technical support, as they have certainly given me the impression that they don't - or at worst that they can't be bothered with my problem.

Either way, I'm singularly unimpressed.

Incidentally, before I retired I spent my working life designing, installing and supporting systems around the world. So I do know about good technical support.

Thanks again for your help.

[evil]

Post by **tatewise** » 02 Jun 2013 11:49

When you say 'FH initial screen', do you mean the one that says FAMILY HISTORIAN Version 5.0, or the Family Historian Project - [Focus Window]?

When you say 'an error with FX.EXE', I presume that is a typo and should be 'an error with FH.EXE'?

Here are some other suggestions to try:

(1) Right-click on the fh icon and choose Run as administrator from the dropdown menu.

(2) Repeat the above in Windows Safe Mode &/or with your anti-virus software temporarily disabled.

(3) Locate and double-click to open the Family Historian Sample Project.ged file.
This file may be within the folder ...My DocumentsFamily Historian ProjectsFamily Historian Sample ProjectFamily Historian Sample Project.fh_data.
If not, then copy the folder C:Program Files (x86)Family HistorianSamplesFamily Historian Sample Project into your ...My DocumentsFamily Historian Projects folder.
If this Sample Project opens OK, then some characteristic of your presumably quite large Default Project is upsetting things, so try the following:

(4) Use Tools > Preferences > General tab Advanced button, check the Help, and adjust the options, mainly the Auto... ones, then try opening your Default Project.

(5) Use Tools > Preferences and on each tab (and subsidiary buttons) see if the Installation Settings allow your Default Project to open OK.

bnewman666 · Post by **bnewman666** » 02 Jun 2013 12:06

Mike - thanks again, but.................

It's the initial screen that says FAMILY HISTORIAN Version 5.0, it doesn't get any further so there is no project screen

Sorry, yes it was a typo - should be 'an error with FH.EXE'. Back to my days in Foreign Exchange !!

Your suggestions:

(1) Run as administrator - done that.

(2) Windows Safe Mode &/or with your anti-virus software temporarily disabled - done that.

(3) Locate and double-click to open the Family Historian Sample Project.ged file - done that. I even tried it with a totally empty .ged file (as per FH support's suggestion), to try to get a different error, but it doesn't get that far.

(4) Use Tools > Preferences > General tab Advanced button - can't get into FH so no can do.

(5) Use Tools > Preferences and on each tab as above.

So, I can't think of much else to do unless someone analyses the Windows error files and actually finds out what is causing the error.

Hey ho.

[cool]

johnmorrisoniom · Post by **johnmorrisoniom** » 02 Jun 2013 12:17

Have you tried uninstalling, rebooting and then re-installing parallels?

bnewman666 · Post by **bnewman666** » 02 Jun 2013 12:36

Presumably I would also have to uninstall Win 8 and anything else that I'm running with absolutely no problems under Parallels and Win 8.
Not prepared to do that.
Far easier to give up on FH and buy a different app that is designed to run on Mac and PC, such as Heredis.
Not once has anyone agreed that it could actually be a problem with FH - it always seems to be something else that's causing the problem.
To me it's pretty simple where the fault lies - V4 works but V5 doesn't, so the fault is being introduced by V5. How is that so difficult to accept and investigate?
Giving up the will to continue with FH..........

But thanks for trying.

[cry]

Post by **tatewise** » 02 Jun 2013 13:02

Perhaps, double-check that your graphics (retina screen) drivers are fully up-to-date.

On the assumption that it is the Focus Window graphics rendering that causes the problem, then try the following.
What I propose is to change the Startup setting to display the Records Window instead of the Focus Window.
The safest method is to revert to FH V4, change the Tools > Preferences > Startup tab setting and then upgrade to FH V5.
A quicker method, which for a software engineer such as yourself should be OK, is to use regedit.exe and adjust the Windows Registry settings.
If you feel the need then take a backup of the Registry.
The FH hive is at ComputerHKEY_CURRENT_USERSoftwareCalico PieFamily Historian2.0Preferences.
The data item is Rec Win Startup which should be changed from FALSE to TRUE.

Also the Tools > Preferences > General > Advanced button settings mentioned earlier are in hive ComputerHKEY_LOCAL_MACHINESOFTWAREWow6432NodeCalico PieFamily Historian2.0Preferences.
e.g. Auto Update Rel Info and Autocache Thumbnails and Report Max Cached Pages.

bnewman666 · Post by **bnewman666** » 02 Jun 2013 14:21

Mike - well done........

I had reverted back to V4 just so that I had a working copy.
I changed the startup screen from the focus window to the records window, upgraded to V5 and it worked !
I then upgraded to 5.0.9 - still worked
I then changed the startup screen back to the focus window and got the old error message again.
So, I did a regedit to default back to the records screen and now I can boot up V5 again.
When I'm in V5 I can get the Focus screen up so the problem would definitely seem to be when V5 starts with the Focus screen.

So, thank you very much for that - I'll use FH V5 now but I would still like to eventually know what the root problem is and if there is a solution rather than a workaround. Perhaps FH can take a look at it for a future release or guideline.

Thanks again.

[smile]

Post by **tatewise** » 02 Jun 2013 15:46

That was a lucky stab in the dark ! [smile]
So there must be some graphics incompatibility with the way FH V5 starts the Focus Window and the graphics (retina screen) driver.

Does the initial FAMILY HISTORIAN Version 5.0 window still open much smaller than V4, whichever Startup mode is chosen?

Perhaps some experimentation with other options might narrow down the problem.
e.g.
Tools > Preferences > Property Box > Focus Window
Tools > Preferences > Focus Window
etc...
Then report your findings to support at FH.

bnewman666 · Post by **bnewman666** » 03 Jun 2013 11:18

The initial FH screen is small regardless of the startup option used.
I'll try changing some of the options, as suggested, but other than using different fonts and less pictures I can't see anything that should make a difference - but you never know.
I'll also get back to FH and let them know - hopefully I'll get a better reaction this time.
Thanks again,

Barry

Family Historian User Group