Issues opening records.
Since late on 29 September I cannot open/attach historical records, or view any documents.
When I try and view a document, I just get some script.
Is this a FamilySearch problem, ot an issue with my computer?
regards Richard
Best Answer
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Great, problem solved by reinstalling Firefox upgrade.
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Answers
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Hi Richard,
That sounds like massive frustration. It is hard to know exactly without knowing how you are accessing the records and documents you are having trouble with. When guests have trouble accessing records we usually suggest that they try using a different internet browser or try clearing their cache and cookies.
Sometimes it is enough to clear cookies from FamilySearch by clicking on https://familysearch.org/cookies. as mentioned in the following article.
https://www.familysearch.org/help/helpcenter/article/how-do-i-delete-cookies-from-familysearch.
Other times you need to delete all al the cookies and temporary files stored by your internet browser.
Let us know if this helps.
I will also move this question to the Search category where you will likely get more suggestions.
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Thanks,
Have been able to confirm that problem is confined to Firefox browser v91.0.2, after upgrade on morning of 30 August 2021.
Resetting cookies did not help, will try rolling back to earlier version of browser.
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Wonderful!
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Richard
I am just another 'lowly' User/Patron ...
FYI
On my "Laptop" Computer ...
I have upgraded, to the "Browser" of 'Mozilla' "FireFox", to the CURRENT (Latest) version of "91.0.2 (64-bit)"; and, with the "Operating System" of 'Microsoft' "Windows 10" (Latest version).
I normally use the "Browser" of 'Google' "Chrome".
But ...
That Said ...
I have NO problems/issues, with "... open/attach historical records, or view any documents .,,", in the "Browser" of 'Mozilla' "FireFox", to the CURRENT (Latest) version of "91.0.2 (64-bit)"; and, with the "Operating System" of 'Microsoft' "Windows 10" (Latest version).
IF, the "Clearing" of, "Cookies"; and, "Cache" (Plus, you might want to try the same of "Browsing History"), DID NOT, make any difference; THEN,
Question(s):
What "Operating System" are you using?
Is that "Operating System" using one of the latest versions?
I am just wondering, if the "Operating System", may have something to do with it.
Just a thought, in passing.
Brett
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That particular machine is running Windows 7 x64 Enterprise, with all the latest patches.
Don't believe OS had any bearing on the issue, been using successfully for many years, until the very latest Browser upgrade.
Uninstalling and reinstalling the upgrade fixed the issue, so they earlier install probably got corrupted somehow.
I use all three browsers, Chrome, Edge, & Firefox, often simultaneously, normally without issue, depending on what I am working on.
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Richard
O.K., "... machine is running Windows 7 x64 Enterprise, with all the latest patches ...".
I am certainly no expert/guru ...
But ...
That Said ...
In the "Family History Centres" of the Church, where the "Computers", are using the "Operating System" of 'Microsoft' "Windows 7", they have either,
(1) Where possible, had the "Operating System" upgraded to 'Microsoft' "Windows 10"; or,
(2) If needs be, upgrade to a newer model computer.
I would humbly suggest, that the "Operating System" of 'Microsoft' "Windows 7", would be an older version, NO LONGER supported by 'FamilySearch'; therefore, NOT all the functions/features/facilities of 'FamilySearch' may work correctly.
Please be aware of this statement in a "Knowledge Article" in 'FamilySearch":
The website supports the current Windows and Mac operating system (OS) versions and one version back.
Here is that particular "Knowledge Article":
Which internet browsers are compatible?
https://www.familysearch.org/help/helpcenter/article/which-internet-browsers-are-compatible
In particular, the start of the second paragraph.
Plus ...
I also found this particular "Knowledge Article", wich may also have a baring on the matter:
I got a message that the site does not support this browser
Where is states, among other things ...
Quote
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On March 23, 2021, FamilySearch changed the way historical records are searched for on the site. In order to use the new search features, newer browsers are required. If your browser is too old to use the site, you will be redirected to the page: https://www.familysearch.org/browser-upgrade/
Another reason for this message is security. FamilySearch is taking this step to ensure the privacy of data as it is transported over the internet. This means that users with older, insecure browser versions must upgrade to a browser version that supports TLS. The SSL/TLS protocols provide an encrypted connection between a browser and a web server. This security-related change began on January 10, 2017. As of July 12, 2021, FamilySearch no longer supports the early versions of TLS, namely versions 1.0 and 1.1.
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Although, not specifically referencing "Operating Systems", I thought that that may also be relevent.
Therefore ...
I would humbly suggest, that (if possible) you may need to upgrade your "Operating System", to a more recent version of "Windows".
Otherwise, with the "Operating System" of 'Microsoft' "Windows 7", some of the functions/features/facilities of 'FamilySearch' may NOT work properly, if at all.
.
I know that this may not be what you want to 'hear'; but, I thought you should be aware.
Brett
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As a professional, industrial computer engineer, I run several different OS's including Win7, Win10 and Linux, on both physical and virtual machines, and some of the hardware is state of the art.
All of the machine run virtually flawlessly, and are in constant and regular use.
As a very constant user of FamilySearch, I have had no issues, through all of the above changes you mention.
If you read the document about supported browsers, you will see that Family Search support the current version and one previous. v90.0.2 is the very latest version and they have used TLS 1.3 since 2018.
The purpose in reaching out to others, was to establish if it was a common problem, or isolated issue, particularly as the same browser and machine were currently working flawlessly accessing various other highly secure servers, across the world.
Once the isolated issue was confirmed it was easy, on my systems, to compare browsers/OS's and machines to backtrack to what had changed, around the time the issue started.
Reinstallation of the same upgrade, on the same machine and OS, 100% solved the issue, so it was probably a freak occurrence, that the upgrade happened at the time the browser was still logged in to FamilySearch. It's a very fast and powerful machine with lots of resources, and even though the internet link is high speed, it can do operations before services terminate.
A little knowledge can lead you to misleading and dangerous conclusions.
Richard
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