I was talking to them about an subscription issue and they said "since you have FTM2012, just hit "CTRL F5" and it will DL all the actual media files, not just the links." So, I did, and then when I synced it froze, wiped out my file, and then when I re DL'd from Ancestry.com, it had half the images from Ancestry messed up. This is a frustrating software, with so much potential, but so full of bugs. They just never do the proper testing of the new code, I mean ROBUST testing, but they do not want to put the $$$ into it.