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[MOSTLY SOLVED] Blank Search Page and Blank Search Results

oglemedia
oglemedia ✭
December 13, 2021 edited December 13, 2021 in Search

UPDATE: figured it out ... there's some kind of ad or tracker in search that got blocked by security. (Was it installed by FamilySearch yesterday?)


The search (records) page is blank, and every time I try to search records from an individuals profile, the results lead to a blank page. It started yesterday and is still happening. I've deleted cookies & browser history and even tried other recommended browsers ... Didn't fix the problem.

I read these pages but they didn't fix the problem:

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


https://community.familysearch.org/en/discussion/108070/how-do-i-get-non-blank-screens-from-search-results

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1

Answers

  • Áine Ní Donnghaile
    Áine Ní Donnghaile ✭✭✭✭✭
    December 13, 2021

    I've run into that one a few times. So far, every time, clearing my cache has solved the problem.

    0
  • Shutenko
    Shutenko ✭
    December 15, 2021
    https://community.familysearch.org/en/discussion/111425/mostly-solved-blank-search-page-and-blank-search-results

    I, too, have still problem and still have it following the same guidance in clearing cache and cookies. I turned off all my blockers and I'm still having the problem. What changes were made to the search page around this time, 13 December 2021?

    0
  • Shutenko
    Shutenko ✭
    December 15, 2021

    I've been playing around with Google Chrome web browser and the NoScript blocker and it didn't matter what I trusted it wouldn't let me see the "Search" page if I used a VPN. Turning the VPN off and a combination which included allowing split.io worked.

    1
  • Shutenko
    Shutenko ✭
    December 15, 2021

    OK, using another web browser with VPN off but blockers on, the search page is back.

    1
  • oglemedia
    oglemedia ✭
    December 15, 2021

    My VPN is on ... but I had to change a setting to let through ads and trackers in order to see any search results. I'm still able to keep the VPN on with malware blocking.

    0
  • JesperZwiers
    JesperZwiers ✭
    January 2, 2022

    For anyone using a Pi-hole: whitelist auth.split.io and sdk.split.io

    0
  • Kirk Ricks
    Kirk Ricks ✭
    January 17, 2022

    Having much the same issue as everyone else on this thread. I have tried using a different browser (both edge and firefox) have tried both my account as well as my wife's. Tried turning off pop up blocker. Cleared cache and cookies. So far NOTHING has solved the problem. Any insight anyone has would be very appreciated.

    0
  • Kirk Ricks
    Kirk Ricks ✭
    January 19, 2022

    [SOLVED] I found out that I had an ad tracker on my system that I was unaware of. Once I provided permission to the add tracke to ignore FamililySearch.org, everything started working again. Thanks to everyone who assisted me.

    1
  • B. Vetter
    B. Vetter ✭
    January 20, 2022

    I'm not using any ad or tracking blocker yet I do get blank pages on almost any link when using Chrome on a PC. Chrome on Android works perfectly well.

    Looking at the pages' source I found a reference to edge.fscdn.org that results in a 403 error.

    0
  • MaureenE123
    MaureenE123 ✭✭✭✭
    January 20, 2022

    Is the following concurrent topic of any relevance to your problem?

    Has my access to public records been blocked by you and if so why?

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  • B. Vetter
    B. Vetter ✭
    January 21, 2022 edited January 21, 2022

    Not for me. As said, I do not use any ad or tracking blocker, and FamilySearch works just fine when I use the app on an Android tablet -- a browser doesn't work here either, just like on my PC, almost any page will turn up blank regardless of the browser I use.

    0
  • genthusiast
    genthusiast ✭✭✭✭✭
    January 21, 2022 edited January 21, 2022

    @B. Vetter

    If Familysearch was working with your internet connection recently and now isn't - what changed with your internet configuration? Error 403 seems to indicate access is forbidden ... was it working before?

    Is your Android using the same internet connection (router) as your PC? If that is the case - then depending on what you are saying above - the problem isn't router filtering (but if blank on both and same connection when browsing see below - reading the posts above seems a little confusing to decipher what is/isn't occurring on which platform) and does seem to reside on some configuration difference there on the PC (likely some security or content filtering application - which could be referenced in browser - possibly Advanced/proxy settings).

    Or maybe I misread and you are saying only the FSFT app works on Android and the browser doesn't - just like on the PC (in which case if the same connection could indicate possibly router content filtering/issue)? What Operating System is your PC? What applications are 'running in the background' (especially security or browser related content filtering)?

    Maybe post a screenshot or a link to screen capture video of what page(s) you see or experience when you login to Familysearch and attempt to search? Have you restarted the PC recently (sometimes that might help resolve 'unusual' issues - if it was working before - but from description probably won't help)?

    Where are you connecting from - what country or part of the world? If it is an option - check with a friend nearby using the same OS (but obviously different router/connection) - see if they experience the same issue. It should be rare - but maybe FamilySearch servers - serving the Internet in your area are experiencing issues (some local issue)?

    I cannot duplicate the problem on DSL WiFi, Windows 10, Chrome 97...(Haven't checked Firefox/Edge).

    1
  • B. Vetter
    B. Vetter ✭
    January 21, 2022

    Yeah, sorry, what I was trying to say was ...

    • All machines I've been testing on so far are on the same network, essentially using the same network configuration.
    • On Android, the FamilySearch app is working perfectly fine, while Chrome gives me blank pages.
    • On Windows 10, Chrome and Edge are giving me blank pages.
    • On FreeBSD, Chrome is giving me blank pages.
    • On all machines, Chrome is updated to the respective latest version, as is Edge on Windows.

    It WAS working before on Chrome on any of the machines. So, I'm beginning to think that the problem may be a Chrome related problem, as Edge is also Chromium based.


    On any browser I do get the start page and my Tree as well as Person and Following, but interestingly almost any other link from the top menu (like Overview, Find, Search Record or Search Family Tree) will result in a blank page.

    0
  • genthusiast
    genthusiast ✭✭✭✭✭
    January 21, 2022 edited January 22, 2022

    @B. Vetter

    All of this seems to be pointing to your router/security/filtering settings - but you could be right maybe it is Chrome - what is the version? Otherwise nothing anyone here in Community can help with ... unless maybe a Moderator can escalate the issue (possibly - they could try a remote connection/session)? Maybe call FamilySearch Support if it is available from your location:

    https://www.familysearch.org/en/help/helpcenter/article/contact-us

    Are you using a dual boot system? I wouldn't be able to duplicate FreeBSD machine/system ... maybe someone else can try duplicating that.

    Comment: Because of changes FamilySearch appears to be implementing on some pages (Search) - I don't know if there could be issues with any of their servers for some locations in the world. Were you able to check with a nearby friend to see if they experience the same blank screens? I also don't know but there seems to have been some recent changes with the way FamilySearch handles checking browser version is 'up to date' - so perhaps something is going on with the specific versions you are running?

    My version information (connecting from Utah, USA):

    "Windows 21H2 (OS Build 19044.1466)" (Windows 10 OEM - not upgraded or dual boot)

    "Chrome is up to date Version 97.0.4692.99 (Official Build) (64-bit)" (could not duplicate)

    "Firefox is up to date 96.0.2 (64-bit)" (could not duplicate)

    "Microsoft Edge Version 97.0.1072.69 (Official build) (64-bit)" (could not duplicate)

    0
  • B. Vetter
    B. Vetter ✭
    January 22, 2022

    Frankly, I doubt that.

    For one, nothing has been changed recently on my side, it just stopped 'working' using Chrome around mid/end of November, after the big update on FS' website.

    Second, I just gave Opera (Mini) on Android a try -- and it was working perfectly fine. Which is interesting, since Opera is Chromium based as well. And yes, it's the same network my PCs' reside. And yes, Chrome on the same tablet still isn't working.

    Puzzling...

    0
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