Paper Trail premium website - shows subscription required when accessing information after search
I am in a Family History Center and went to the Paper Trail website from the "Premium Family History Websites" list. I can do a search and see that there are documents to view, but I am not able to view the documents. The webpage gives me a "Subscription Required" message. Does FamilySearch have a subscription so the actual documents can be viewed from the Paper Trail website at the Family History Center? Is there some other way I should be accessing the website? Thanks in advance for any information that can be provided.
Answers
-
This inquiry has been moved to the Family History Que
0 -
Have the FHC computers been installed with the Chrome FHC extension yet? And pinned? Here is the article about how to do that.
0 -
I am using the Chrome FHC extension with the green circle icon. I cleared the browser cache files and the temporary files from the PC as well. I tried to access the site from another PC in the center and I get the same result. As I noted before, I can do the search, but when I click on the icons at the bottom of the page to see one of the documents found by the search, I get the message shown in the attached file.
Thanks.
0 -
Thanks for troubleshooting that. So you've eliminated the most obvious problem.
A solution to try is to click on the Green button and choose to view the databases from the "View Sites" button there. Scroll to the database you want and open it. It should state that it is licensed the your FHC toward the top banner and there should be no log-in needed.
After that, it should work from the Premium Websites page. All this is new enough that there is a chance you might have to do that again. Let us know if that works well for you.
0 -
I am able to access other Premium Websites, but I still can't get beyond the initial "Search" which the Paper Trail websites notes is free. I have not used the website before, but I am assuming our Premium Website provides a subscription to access the documents. I will call the support line.
0 -
One more trouble shooting item. Is the browser you are using up-to-date? If you are using Chrome click on the three vertical dots in the top right and select About Chrome. If there is an update it should run. The browser needs to be on the current version or the previous version. I will try an research further on the Paper Trail Website.
Hopefully the update browser will help.
0 -
I updated the Chrome browser and it still does not work as expected. Thanks for your help. I will bring this situation up in the monthly technical support meeting tomorrow.
0 -
I tried the same search at my FHC and got exactly the same results as you.
These are my thoughts:
1) the portal is working generally. There may be a problem with that specific site.
2) Some of these sites do not give you all of their info at a FHC (i.e. you can search for document titles, but cannot view without a paid subscription). That is a real possibility on this site. You might to have contact that sites support phone # or email address to ask that question to get a definitive answer.
3) The problem does not appear to be at your location and may not be a a problem at all, just a misunderstanding of just how much of their site is available for free at a FHC.
0 -
May help....
"Since the implementation of the FHC Portal Extension we are now recommending that every computer in every center be connected to the internet for a minimum of 30 minutes each week. This should help with Tivoli being able to properly identify the computer its operating system and the center it is in."
0 -
Thanks.
0
