# RootsMagic 11 - Issue receiving media on intial download from Ancestry

**URL:** <https://community.rootsmagic.com/t/rootsmagic-11-issue-receiving-media-on-intial-download-from-ancestry/15889>\
**Category:** RootsMagic\
**Tags:** ancestry, question, rootsmagic\
**Created:** [June 18, 2026, 9:25pm UTC](https://community.rootsmagic.com/t/rootsmagic-11-issue-receiving-media-on-intial-download-from-ancestry/15889 "2026-06-18T21:25:49Z")\
**Posts on this page:** 1\
**Showing post:** 8

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**Author:** ![nkess](https://avatars.discourse-cdn.com/v4/letter/n/b3f665/32.png) [@nkess](https://community.rootsmagic.com/u/nkess)\
**Post date:** [June 19, 2026, 7:14pm UTC](https://community.rootsmagic.com/t/rootsmagic-11-issue-receiving-media-on-intial-download-from-ancestry/15889/8 "2026-06-19T19:14:59Z")

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> [@bblyth](#):
>
> The response appeared to be a canned answer:

Well considering there have been at least 7 other different posts on this problem in just the last 17 days, no telling how many people contacted support and 8 days ago @rzamor1 posted that RM was working on the problem, I guess you could say it was a canned response…

You MIGHT check out this thread

> [@Ancestry.com media not syncing](https://community.rootsmagic.com/t/ancestry-com-media-not-syncing/15879):
>
> I’m new to RootsMagic, and I’m using the latest version of RootsMagic 11. I set up TreeShare to sync with my [Ancestry.com](http://Ancestry.com) account, but it did not pull down any of the media. Technical support tells me that there is some sort of issue between RootsMagic and [Ancestry.com](http://Ancestry.com) causing media not to download, and they’re not sure when it will be resolved. Just wanted to give everyone the heads up.

@kbens0n and @kevync1985 As an FYI for you I ( several times now ) have treeshared a very small file with media – very small meaning abt 400 people and 10-15 media-- I also upload a gedcom abt 2000 people --no media..  
The media did upload – typically I don’t have any media going either way and normally my tree will upload/ download very fast ( in a flash-- like 30 seconds???) whether by treeshare or by gedcom BUT both the gedcom and the treeshare took longer–abt 5 minutes-- it uploads the media 1st and then stall on People and Relationships

 ![image](https://canada1.discourse-cdn.com/flex030/uploads/rootsmagic/original/2X/3/3fae82c95f71a46e0091b5aaac29a5134cba289a.png)

Still 5 minutes is nothing BUT as I said these were very small files as compared to what you all are trying to send-- The one thing I did notice is that Media now goes first instead of 2nd like it use to ( if I remember correctly) and I don’t remember ever seeing the Relationship BUT maybe my files just loaded too fast..

I upload a new file with abt 13,000 people–no media–no notes-- it took 42 minutes just to upload the people–33 minutes on Relationships and a couple of minutes on Changes-- perhaps on a large file there is a time out issue also???

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_[View the full topic](https://community.rootsmagic.com/t/rootsmagic-11-issue-receiving-media-on-intial-download-from-ancestry/15889)._