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Frequently Asked Questions

Update to the latest version of FamilyInsight (the successor to PAF Insight > >

System requirements for FamilyInsight? >>
I just purchase a license for PAF Insight do I need to buy FamilyInsight too? >>
FamilyInsight will not let me Sync with FamilySearch family tree >>
I do not use PAF. How can I use my file, from a different program, in FamilyInsight? >>
I am not receiving the newsletter or my license keys >>
PAF Insight of FamilyInsight didn't appear on my tools menu in PAF 5. What is wrong?>>
I have more than one computer in my home, do I need to buy a license for each one? >>
If I get a new computer and need to download the program again, do I have to purchase a new license? >>
If I purchase the CD version of FamilyInsight and/or PAF Pal, can I still download it immediately or do I have to wait until my CD version comes? >>
When I try to run FamilyInsight/and or PAF Pal for the first time, I get a message that my username and license key do not match. What is wrong? >>
When I try to connect using IGI Search, I get "Bad Connection".
When I try to connect using IGI Search, I get a message that my Internet is down or I have a firewall problem. Why can't I connect? >>
Includes Powerpoint Presentations on Firewalls
When I try to login doing IGI Search in PAF Insight, I get the message that "the username and password for www.familysearch.org are incorrect." What am I doing wrong? >>
Why isn't the IGI Search in PAF Insight showing ordinance dates? >>
I lost the window where you compare information from the IGI with the information in my files. How do I get it back? >>
I need my license key to install FamilyInsightor another program onto my new computer. How can I retrieve it? >>
I have not received my purchase confirmation or newly purchased license key email >>
When I install PAF Pal, it says that I don't have PAF5 installed but I do. What do I do now? >>

System Requirements for FamilyInsight

Windows XP/Vista/Windows 7
Mac version will work with Mac Leopard/Snow Leopard
Screen resolution 1024 x 768 or greater
Minimum 45 MB of hard drive space available
Minimum RAM 512M or greater. With larger files you should have more RAM
Current Windows updates installed for your computer
Works with Personal Ancestral File 5 files (.paf and .zip)as well as GEDCOM files created by PAF and other Genealogy programs

I recntly purchased a license for PAF Insight do I need to buy FamilyInsight too?

1. FamilyInsight is an update to PAF Insight. If you have time remaining on your free update period ( one year from purchase), you should just download FamilyInsight, It is included in the updates for that period.

2. If your period of free updates has ended you do not need to purchase a new license for the new version FamilyInsight. You can purchase an update license. This will give you another year of the latest versions of FamilyInsight.

3. It does not matter how long ago your update period ended you can still purchase the update license at a reduced price over the purchase price of a new license.

FamilyInsight gives me error messages when I try to log in to use Sync with FamilySearch family tree

1. To use the Sync with FamilySearch family tree or the Place Editors full capabilites, you must be allowed to sign in at new.familysearch.org. If you are not in an area that allows you to sign in at this time, you will not be able to sync with FamilySearch family tree or to use the place suggestions in the Place Edit mode.

2. If you can sign in to new.familysearch.org be sure to use that log in and password when you are signing in to use the Place Edit mode or the Sync with FamilySearch family tree.

3. There are two separate types of windows to enter your sign in and password when using FamilyInsight. One says to enter your log in information for www.familysearch.org and the other says for new.familysearch.org. Verify that you are entering the correct on for the website listed.

I do not use PAF. How can I use my file, from a different program, in FamilyInsight?

FamilyInsight can read and write to a standard GEDCOM file. If you use a genealogy program other than PAF or you have a GEDCOM file form another source, you can open it directly into FamilyInsight.

When you want to use FamilyInsight with a file from a program other than PAF, do the following:

Make a GEDCOM file of your entire file.

NOTE: If you have a GECOM file from someone else, or download one from the Internet, you do not need to make another GEDCOM file, however, you may want to save the file with a new name to preserve the integrity of the original GEDCOM file.

Save the GEDCOM file someplace where you can easily find it.
Open FamilyInsight from the desktop icon.
Click the Open icon and find the GEDCOM file.
Select any of the modes (functions) you wish to use.
Clean up your file, search for records, etc. Don't forget to save frequently!
When you are done, click Save to save your changes to the GEDCOM file. Exit the program.

To use these records in a program other than PAF and to avoid duplicating records in your original file, do the following:

Open your genealogy program.
Make a new file.
Import the updated GEDCOM into this new file.
You are now ready to use the file with all the updates made while using FamilyInsight.

I am not receiving the newsletter support replies, or my license keys

2. If you or your Internet provider have a Spam filter, add support@ohanasoftware.com (for license and support responses) and support_agent@ohanasoftware.com (for the newsletter) to your allowed list or address book for receiving email.

3. Verify that you have signed up for the newsletter, if you would like to receive it. This option is in your customer area registration information.

FamilyInsight didn't appear in my tools menu in PAF 5. What is wrong?

If PAF 5 was open when you installed FamilyInsight, FamilyInsight will not be on the tools menu. To correct this, close PAF 5 totally. Do not just minimize it so that it appears on the bar at the bottom of your screen. If you can still see the rectangle that says Personal Ancestral File at the bottom of your screen, then the program is still open.

After closing Personal Ancestral File, open FamilyInsight from the desktop icon or from the Programs menu. Once you have opened it, close it again and open Personal Ancestral File. FamilyInsight will now be on the tools menu.

I have more than one computer in my home, do I need to buy a license for each one?

One FamilyInsight license is good for all your family computers in your home.

For PAF Pal you need to purchase a license for each computer it is loaded onto.

For AniMap Plus, you need to purchase a copy for each computer it is loaded onto.
Family History centers should contact us for the FHC policies for these products.

If I get a new computer and need to download the program again, do I have to purchase a new license?

You can download the product again without having to pay again. Just use the same username and license that you received when you made the original purchase. If your free update period has expired and you do not want to extend the update period for more current versions, you may download a version from our archives page.

You can download from our website from the download page linked on the tabs above.

If I purchase the CD version of FamilyInsight and/or PAF Pal, can I still download it immediately or do I have to wait until my CD version comes?

You may download it immediately. The CD version is the same as the purchase of a downloadable license and a CD without licenses.

When I try to run FamilyInsight/and or PAF Pal for the first time, I get a message that my username and license key do not match. What is wrong?

2. When you are asked for your username and license key, use the one that was sent to you in your notification email labeled "username" and "license key". These are NOT the same as the customer area username and password that you created when you were registered with Ohana Software.

3. Type your username and license key exactly as shown on your confirmation email. These are case and space sensitive and must be entered perfectly for them to work. Check to make sure you have not added any extra spaces at the beginning, the end, or in the middle of your username.

When I try to connect using IGI Search, I get "Bad Connection". Why can't I connect?

If you are getting a message that says "Bad Connection" you are using an older version of PAF Insight that no longer interfaces with the FamilySearch website. The FamilySearch website changed, making it necessary to update PAF Insight to version 2006.11.4 or later. To find out what version you are using, go to Help on the menu bar in PAF Insight and choose About PAF Insight. You can update to a later version of PAF Insight or update to FamilyInsight.
Update to a later version of PAF Insight > >

When I try to connect using IGI Search, I get a message that my Internet is not connected or I have a firewall problem.

The most common reasons for getting this message when trying to connect to Search the IGI, use Place Edit or Synchronize with FamilySearch family tree are:

1. You must be connected to the Internet for PAF Insightor FamilyInsight to search the IGI or access FamilySearch family tree. If you have a dial up service, make sure to connect before you open FamilyInsight. After connecting, minimize the browser window by finding the three small buttons in the upper right corner of your browser and clicking on the leftmost of the three buttons. It will have a small underscore ( _ ) in it.

2. You may also get a firewall message if you have not kept your Windows program updated. To update your Windows program go to www.windowsupdate.com > > Select all of the Critical Updates and look at the non-critical updates to see if any apply to your needs. If you have not been updating your windows program regularly, you may need to return to the update website several times because the updates are added in layers.

3. If you have a firewall on your computer, you must set it to allow the current version of PAF Insight to access the Internet. The first time you use the FamilyInsight, your firewall may give a warning that the program is trying to access the Internet. Make sure you select the option that will allow this. Some possible correct options are, "I recognize this program, do not ask me in the future", "Always allow", "Always permit" or "Grant access". If you answered this question incorrectly the first time, you must manually change the firewall settings to allow FamilyInsight to access the Internet.

If you updated to Windows Service Pack 2, this contains a firewall that is on by default and will need to be set to allow FamilyInsight to have access to the Internet.

Update to the latest version of PAF Insight> >

REMEMBER: When you update with a new version of FamilyInsight, you will need to have your firewall allow the new version of FamilyInsight to access the Internet.

PowerPoint Presentations to help you to change your firewall settings.

McAfee Guardian Firewall --PowerPoint Presentation

Norton Internet Security Firewall --PowerPoint Presentation

To save the PowerPoint presentations on your computer, right click on a presentation and choose "Save Target As".

To download Microsoft PowerPoint viewer click here

5. You may also get a firewall message if you have not kept your Windows program updated.

To update your Windows program go to www.windowsupdate.com > > Do all of the Critical Updates and look at the non critical updates to see if any apply to your needs. If you have not been updating your windows program regularly you may need to return to the update website several times to get all of the updates because updates are done in layers.

When I try to login doing IGI Search in PAF Insight, I get the message that "the username and password for www.familysearch.org are incorrect." What am I doing wrong?

If you have updated from a previous version of PAF Insight to PAF Insight 2006 or later, you will need to retype your password for FamilySearch even though it looks correct. This is due to a difference between the two versions

1. Make sure that you are using your www.familysearch.org password and not your user name and license key that you received in the email or letter from Ohana Software.

2. Try your username and password to login directly to www.familysearch.org using your browser. If the username and password work on the FamilySearch website and you can see ordinance information, return to PAF Insight. Choose the Edit Places mode (to avoid the login process), click on Edit and choose Preferences then the IGI Search tab. Re-enter the username and password that you just used for www.familysearch.org and click OK.

3. If your username and password do not work at www.familysearch.org, use the link that says, "If you have forgotten your user name or password, click here." Enter your email address and click Retrieve. They will send an email with your correct username and password. Enter this username and password when you enter your login information in PAF Insight for IGI Search.

4. If you do not have a www.familysearch.org username and password, go to their site and click "Register". Fill out the form and click on Register. It is free.

NOTE: If you are LDS, please have your membership number and confirmation date available before you start the registration.

5. If you recently upgraded to Windows Service Pack 2, and you are getting the message that username and password for FamilySearch do not match, make sure that you have the current version of PAF Insight loaded onto your computer.

Why isn't the IGI Search in PAF Insight or FamilyInsight showing ordinance dates?"

1. If you cannot see Ordinances on the left side (your database) or on the right (the IGI), please return to PAF5 and go to the Tools menu and choose Preferences. In the General Section, make sure that you have a check mark by "Use LDS Data". PAF Insight uses the same preferences that are used in PAF5.

2. Verify that you are getting LDS information when you log on to www.familysearch.org and use the IGI manually. If not, you need to enter your membership information into your registration. You can do this by checking "I am a member of The Church of Jesus Christ of Latter-day Saints." as you enter your username and password on www.familysearch.org > >

3. Another problem might be you have accessed familysearch.org but the details window, on the lower portion of your screen, is turned off. Click on View and select Arrange Windows. This allows you to see the details window of your records.

4. Go to Edit and select Preferences. The window should open to the Search IGI tab. If you have a check in the box by "Only show IGI matches that contain additional ordinance information", remove the check. While you are here, make sure you typed the correct username and password for www.familysearch.org and NOT www.lds.org. Retyping the password may be advisable since you cannot see what you typed and you may have a typographical error.

5. Please make sure to check for all ordinance information. Often there is only one type of ordinance information listed. Use the slide bar at the far right of the Details window to see the Marriage and Parent information where sealing information may be found.

I lost the window where you compare information from the IGI with the information in my files. How do I get it back?

If you cannot see the details window at the bottom of the Search IGI screen, click on View, and select Arrange Windows. The details window appears for comparing information from the IGI with information in your file. Arrange Windows works in other modes and resets the screen to the default setting.

From View, you may also click on other window options, such as Primary Pedigree to add a pedigree to your window. If there is a check by the option, you see the window; if there is no check, you do not see the window. Change the font size by hovering your mouse over Size and selecting the font size you prefer.

I need my license key to install PAF Insight (or other program) onto my new (or rebuilt) computer. How can I retrieve it?

On any of our Ohana Software web pages, click the link, Register or Login Here, found in the upper part of the left panel.
Enter your Customer Area Login Name (username) or email address as we have it on file.
Enter your password.
If you do not remember your password, click on the Lost Password button.
Enter your email address and click Get password. Your password will be emailed to you.
Check your junk mail folder and trash can in case your spam blocker sends it there! You should also enter our email address, support@ohanasoftware.com, into your address book so our emails can be delivered.

After logging in, the screen will say Welcome and display your name.

Under the welcome message, there are four options displayed in red/rust. The options are:
- Edit Contact Info - you can update your email address, phone number, etc.
- License Keys and Downloads - see the license key and username
- E-mail License Keys - receive an email with your license key and username
- Logout
Click on either License Keys and Downloads or E-mail License Keys.
CAREFULLY copy both the License key and Username. These are computer generated and work together to unlock the program. They are also case and space sensitive, so please, enter them exactly as you see them on the screen or in your email. There should be no spaces at the beginning or end of either the license key or username.

I have not received my purchase confirmation or my new license key email

1. The email notification with your license key is sent as soon as you complete the purchase. If it has been awhile since you purchased the program and you have not received your license key, log into our customer area with your email address or the username and password you created when your registered. Choose "edit your contact information" and verify that your email address is correct. If it is incorrect, correct it and save the changes. Go back to your welcome page and choose "Retrieve License Key" to have your license key and username sent to you.

2. Many of the email services available today are adding SPAM blocking tools to their service. Check your SPAM folder. If your service has this tool, you may need to allow support@ohanasoftware.com for emails to be received. If you have Earthlink you may need to add those addresses to your email address book. Check your email service instructions for how to allow emails from us to be received.

2. You can download PAF Insight, PRF Magnet or PAF Pal at any time, but you need to purchase a license key for the program to work. You may download a free trial program with limited functionality for Passage Express and Personal Historian. For full functionality, you must purchase a license key. Purchase a license key >>

When I install PAF Pal, it says that I don't have PAF5 installed but I do. What do I do now?

If the options above do not solve the problem, visit our support page to use the Troubleshooter or view Knowledge base articles. You may also chat with us online using the Live Support linked in the upper left section of our webpages. For additional PAF Insight and PAF Pal support, send an email to support@ohanasoftware.com. You may also call 1-877-Genealogy (1-877-436-3256) Monday through Friday 9:00 am until 5:00 pm Mountain Time. Another great place to receive support for PAF Insight, PAF, and family history questions is the PAF Insight group mailing list. Join here > >

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