Why isn't the family file on my Mac syncing with ReunionTouch via iCloud Drive on my device(s)?

Here are several items to verify...

Verify that you are running the latest version of Reunion 13 or Reunion 14.
Reunion 13 or Reunion 14 is required for Reunion and ReunionTouch to sync via iCloud Drive.

  1. Launch Reunion on your Mac
  2. From the menu at the top, choose Help > Check for Updates.

Verify that the family file you're using is actually in your iCloud Drive folder.

Here's the best way to be certain...

  1. Open your family file on the Mac as you normally would.
  2. From the menu at the top, choose File > Sharing Status.
  3. You will see some messages at the top of the Sharing Status window indicating if the family file is being shared and if now, why.

NOTE: We have seen instances where a user has one copy of their family file in iCloud Drive, and another copy somewhere else. Instead of using the family file in iCloud Drive on the Mac, they accidentally use the family file that's not in iCloud Drive. In that scenario, the changes made on the Mac would not appear in ReunionTouch (and vice versa). If that scenario applies to you, please contact us to discuss how to proceed. Our contact information can be found here.

Verify that your Mac and device are signed in to iCloud using the same Apple ID.

To check the Apple ID of the iCloud account on your Mac click here.

To check the Apple ID of the iCloud account on your device...

  1. Tap on the Settings app.
  2. At the top of the Settings window tap on your name.
  3. A new window pane will open under your name in the new pane, you will see your Apple ID.

The Apple IDs must be the same on your Mac and devices for syncing to work.

If you see different Apple IDs, then your Mac and device are using different iCloud accounts. You should sign out of iCloud on your device(s) and sign in to iCloud with the same Apple ID as your Mac.

NOTE: Your Apple ID is most likely your email address.

Verify that you have the latest update of ReunionTouch.

Open the App Store on your iPad/iPhone and tap the Updates icon at the bottom.

Then, search for ReunionTouch in the list of updates and tap the Update button for ReunionTouch. If you don't see it, then you've already got it.

If you are unsure of how to proceed and/or if problems continue after verifying the items above, you may contact us here.

Please be prepared to describe the situation in detail.

We may need to see a copy of the Sharing Status window in Reunion (on your Mac). It can be found by opening your family file and choosing File > Sharing Status. Then choose Edit > Copy to copy the contents of this window to the clipboard, paste the clipboard contents into an email to us.

To see the Sharing Status window in ReunionTouch (on your device), open your family file on your device and tap the Hammer. Then, tap Sharing Status. Details on how to take a screenshot on your device can be found here.

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