Genealogy Chat

I know quite a few of us have been having problems for quite sometime with Ancestry and images not downloading. Sometimes it works perfectly, but on most days after viewing so many they will no longer download.
I also noted some of the suggestions and answers members have had from Ancestry. Active X controls are the main thing Ancestry keep on telling us to check.
I have checked mine and all are enabled.

I am now begining to think that Ancestry are purposely limiting us to how many images we view. I usually use Ancestry.co.uk
When I could no longer view images I went onto Ancestry.com and Bingo I could view again, but after a while I couldn't.

I have emailed them, and hope to hear from them in the next few days.

I would appreciate any views on this.

Jenny

Hi Jenny,

SNAP!!!! What a pain it is!! I also had the thought of them limiting us, correct me if I'm wrong but haven't they just upped the monthly cost aswell.

There I am just in the swing of things and down she goes, I was starting to take it personally, I'll also email them with the same concerns and hopefully if we could get more to do so they may pull their finger out of "you know where!!!"

Dee

I am actually thinking of starting a new thread and getting a 'Petition' up.

What do you think?

Jenny

Hi Carol, when you refer to 'Cache' is it the same as when you delete downloaded files, as in Tools>Internet Options> Delete files etc?

I thought that and keep clearing them. But still no help.

Jenny

Hi Jenny/Carol,

I've been having a play, with no avail AAARRGGGHHHH!!!!

I wonder what will happen after midnight, will it let us see or will we turn into pumpkins!!

So annoying, why are we paying for something we can't fully use. A petition, put my name down.

Dee

Thanks Dee, I closed down Ancestry and GR and tried again, and managed to look at about a dozen images and then is refused to show me more.

I cannot see how it will be better after midnight. Ancestry has members from all over the world, possibly their biggest custom is in the USA. So I cannot see how it is all due to how busy the site is.

Free Bmd does say its quieter on their site between certain hours. Perhaps Ancestry could 'say' when their busiest time are??

Will be around for about another half hour, and see how it goes.

Jenny

I thought it was just me. I have been having the same trouble for a few weeks now.
Got soooooo fed up tonight i e-mailed Ancestry to complain.


Alyson

I complained by e-mail and checked everything they asked me to but they will not accept it is their fault. In order to try to remedy the situation with the Active X I temporarily switched off my antivirus which can be a blockage - only to get a blooming malware, sneaky little things are so quick! I then paid £30 for some malware remover so am really annoyed with Ancestry.

In the end I am back to the original old viewer on ancestry which is working okay but I am annoyed with Ancestry. They did ask me to then phone as they could not sort it out further in an e-mail but I decided not to as we can't all be unable to view through lots of different reasons!

I will also consider a subscription with someone else when my present one runs out - I understand the transcriptions are better on other sites.

Alison

Thanks for your replies folks. I really do think it is about time Ancestry sorted this out.

I would imagine many of us are paying around £70 a year for Ancestry. This is my 4 year, I have always been happy until the last 6 weeks or so.

In the morning I will put up a 'Petition' thread.

Jenny

It would seem that the problems started when they introduce their new search facility - which no-one on here seems to like anyway. lol

But it is a right pain in the butt when it happens - especially when I am looking through BDM Registrations after 1925 and I want to look at every quarter over a 10 year period.

There have been quite a few threads on here over the last month or so complaining about this problem. I have sent numerous emails to them but have yet to have a descent reply from them.

Sue

I used to have the problems, but swapped browser to Firefox, since swapping have had no problems at all.

I continually have problems when using the new viewer and opening multiple census or BMD images in tabs in Firefox. Going back to the old viewer and I don't get this problem. Don't know if this is related.

Hi Jenny.
I will sighn your petition, getting really fed up with it, I have to log off my computer completly, then log in again before I can see images, really annoying.
Gill x

Have to agree with a lot of the problems starting since the introduction of their new search facility.


I keep getting a slight different problem when I have used Ancestry for an hour or two.

The UK census disappears from the Historical Records tab - just get a blank space where they should be listed- but do have the options on the right such as Royal Aero Club Aviators’ Certificates under the More Collections.

Sometimes hitting the refresh button works and sometimes I have to logout to get the UK census to show again.

As with all other Ancestry problems it is never their fault. Phoning them does not help as they claim that no one else has reported the same fault. Any answers by email always say to do the same things such as deleting temporary internet files and cookies etc.

Should have mentioned that I have had a lot of problems viewing images on Pension and Service Records also Royal Aero Club when I know I have view them previously okay. Sometimes they can be viewed in a later session.


Maureen



Updated
Yes trying to vew a service record that I looked at a couple of days ago and getting blank

"What I've started doing is report it to ancestry with the link in the top right corner of the image screen."

I have done that sooooo many times - rarely get a response and when I do it is an auto one which tells me to email again if the problem is still there. I do that and get zilch back!

I have found that if I try to speed up reurning from one image to another........ie clicking before green line has completed ..........then I just get blank page..............never used to do that..............as you say bit frustrating..........but I still think they have a lot of good info you cant get elsewhere without visiting the record offices.

sandie

I'm a newbie and can't get anywhere with downloading from GR. I keep re-entering my grandma's birth details, I get matches, click on the appropriate quarters and then the "fun" bit happens... I decide to click on "view" and hey presto - a huge blank screen with naff all to see. Have complained to GR as I feel cheated out of a subscription. I'm wondering if I need to have broadband to view things? Or do I have to have a specific compatible program running which supports the files I wish to see? Can't figure this thing out at all and am getting pretty fromaged off to put it mildly. If anyone can help, and quite often in life it's often a simple thing easily overlooked, then I'd be extremely grateful.

Having exactly the same problem and it is so frustrating. I e-mailed them a few days ago and am waiting for a reply. Not holding my breath though.

Cathy

Hi, Have had the very same problems as you.Frustrating isnt it !! Ann.

Update.

This is a copy of the email I had back from Ancestry yesturday.

Dear Jenny,

We appreciate your message.

To be able to better access our site, you will need to clear your Internet cache and your cookie files. Clearing your cache will ensure that you have the most up-to-date versions of pages from our site, and removing your cookie files may improve our site's ability to recognize your access rights. Instructions for clearing your cache files and deleting your cookies on Internet Explorer 6.0 & 7.0 follow. If you are uncertain what Internet browser and version you have, follow these steps:

1. Click on Help from the menu options at the top of your browser
2. Choose the "About" option (e.g., "About Internet Explorer," "About Netscape," etc.) from the Help menu

If you are not using Internet Explorer, please visit our Knowledge Base article for instructions for your browser version, at the following:

Managing your Internet cache and cookies
http://ancestry.custhelp.com/cgi-bin/ancestry.cfg/php/enduser/std_adp.php?p_faqid=483

CLEARING CACHE AND COOKIES ON INTERNET EXPLORER 6.0 & 7.0
1. Click on the Tools menu item at the top of the browser window
2. Choose Internet Options from the Tools menu
3. IE 6.0 Under the General tab, Click the Settings button.
IE 7.0 Under the General tab, Click the settings button next to delete.

4. In the next window, click on the View Files button
5. In the following window, click on the Edit menu at the top and choose Select All from the list that appears
6. While holding down the Shift key, press Delete on your keyboard
7. When prompted as to whether to delete cookies, choose Yes
8. Close the Temporary Internet Files window, click OK, then click OK again

Following the steps above should most likely resolve this issue.

If there is anything else with which we might assist you, please let us know.

Jonathan
Member Solutions
Ancestry.com
http://ancestry.custhelp.com/

I have done as suggested but alas I am still having the same problems. After viewing so many images, they then fail to download.
I could not view last night or this morning.

I have replied to the above email, and will let you know their answer.
This is getting beyond a joke now.

Jenny.