notification of change to static IP address for Affiliate Library

lrg2323

I am the Coordinator of an Affiliate Library. I need to notify a change to our static IP address. I have sent an email to the previous email address I had used, which has gone unanswered and I have tried to phone. The contact phone numbers on the website are no longer current and have been de-activated. I have had to use live chat to find out how to make contact. Meanwhile visitors to our library are locked out of access to digitised records. I need to communicate with someone urgently about this.

I received an answer from someone who thought they could send me a form (see below), but then was unable to help me because this enquiry is from Australia.

MaureenE123

@lrg2323

I am not connected with FamilySearch

I refer to an earlier topic  Change of IP address for a registered affiliated Library Casino & District Family History Group Inc

where I suggested the email address affiliatelibraries@familysearch.org

Hopefully this is a different email address to the one you previously used, and will get you results.

lrg2323

Thank you Maureen, I appreciate you responding. This has been a very frustrating week trying to communicate with FamilySearch. It sounds like the Casino group has had an even more lengthy time trying to resolve the same issue

genbug08

irg2323 I will private message you to gather the necessary information to complete a change form.

Daniel Martimbianco

Boa tarde!!

Resolvido seu problema?

lrg2323

No, my problem has not been resolved

Sandra Sims Newell

Irg2323,

Thank you for reaching out in the community for assistance in updating the IP address for your affiliate library. Have you checked your messages? There should be one from genbug08. She needs to collect some information from you to complete the process of editing your IP address.

Hope that all is soon in order.

Thank you for being part of the Family History experience.

lrg2323

Yes, I have checked my messages and I have been in touch with genbug08 but she was unable to help me. MaureenE123 suggested an email address I could try and I have now been able to make contact with a person with the appropriate authority to take some action.

MaureenE123

I am pleased that my advice was helpful to lrg2323.

However, I find it amazing that I, unconnected withFamilySearch (but with an interest in Affiliate Libraries), was the one that was able to suggest the correct information.

What does this say about FamilySearch procedures and the knowledge base of those moderators on FamilySearch Community? There needs to be an examination of the situation and an improvement, both in relation to FamilySearch procedures and Community procedures. I would also suggest that an email be sent to all Affiliate Libraries setting out the new Affiliate Libraries email address at FS.

@N Tychonievich

@Mark McLemore I would also suggest a banner be put across the top of the Family History Centers category saying that Affiliate Libraries who need to contact FamilySearch should use the email address affiliatelibraries@familysearch.org

lrg2323

Thanks Maureen, your help was most appreciated. I received a reply yesterday and I will check when I go to the library today that all is now well. I agree that there needs to be a process in place, clearly communicated to Affiliate Libraries, that allows us to make contact with someone with the authority to assist us. This was not a case of requiring complex technical support, just a simple matter of being able to send an email to someone.