when i click on memories for this person they do not open

john oakley

GMH8-F9D

when i click on memories for this person they do not open

Carla Tobler

@john oakley 

When we are unable to duplicate what you are seeing in Family Tree, our first step is to advise you to do some housekeeping on your computer. Here are some articles from the Help Center about that:

https://www.familysearch.org/help/helpcenter/article/how-do-i-delete-cookies-from-familysearch

https://www.familysearch.org/help/helpcenter/article/how-do-i-delete-all-of-the-cookies-and-temporary-files-stored-by-my-internet-browser

If this does not help, please advise and we can offer further assistance.

genthusiast

What device, operating system, network connection and Browser are you using?

I could not duplicate Memories not opening for GMH8-F9D On Android 7.1.2 phone, WiFi, Familysearch Family Tree app 4.1.17 and Chrome 94.0.4606...

Chrome did lag more but it still opened.

CDBurk

@john oakley

We do need to have your equipment details so that we can try to troubleshoot the problem you are having. I see that others were able to open the Memories page for your ancestor, @JohnOakley Edward John Hudson GMH8-F9D. He only has one memory which is a parish marriage record, but it opened well for me in the current version of Chrome, in the current version of Firefox, and in the current version of Microsoft Edge from a Windows 10 operating system, so I don't believe the problem is with FamilySearch, but is related to the equipment you are using. I was not able to work from Safari since I do not use a MAC operating system, but my Family Tree app also opened the memory even in an outdated version of the Family Tree mobile app.

If you have not done so, please delete your temporary files and cookies as described in the knowledge articles that were provided by @CJTobler. You can sometimes also "refresh" your system by signing clear out of FamilySearch and then by rebooting your computer system. With the mobile app, you sometimes have to delete and then reinstall the mobile app to get the system to update pages.

Please reach out with more details if the suggestions provided through this discussion thread do not resolve your problem.

kahansen

I am having similar problems. When I click on an image on a person's Memories page, I am taken to a blank page with an icon showing that the system is working. However, the photo never appears. I let it run for almost an hour to see if anything would happen. It did not. This problem happens on any person in my family tree on which I click.

The only way I am able to get past this is to delete the FamilySearch cookies, log back in, and try again. That will work for a few clicks and then the problem reappears.

I am using a Windows 10 Pro (10.0.19045 Build 19045) on an HP ZBook Studio G7. I use Firefox 107.0 (64-bit).

I first noticed this bug several months ago.

Dennis J Yancey

this may not be the issue

but slow internet speed - can sometimes cause issues like this.

but I checked the items and they come up fine for me (on a computer).

Issues like this seem to be much more common on a smart phone - than they are on a computer.

just seems to me the limited resources on the phone as compared to resources on a computer - seem to cause items to show up blank - most especially if your connection is poor.