How to view documents/image
Good morning, I'm trying to figure out how to access an image to see the actual document/s. Some come up, but some do not. When click on "check image availability" the following message comes up: Image Available, to view these images do one of the following: Access the site at a family history center, or Access the site at an affiliate library.
I went to the local family history center, but I still could not access the image/document. What option do I have?
Thank you so much for your help
I am not connected with FamilySearch.
Effective 12 August 2021, a new computer portal for accessing restricted records was introduced at FamilySearch Centers (not Affiliate Libraries) which requires changes to each computer in the FamilySearch Center. Check with your local family history center that the portal is fully functional, so that restricted records can be accessed.
See Family History Center Portals FamilySearch Community 15 September 2021.3
It is unfortunate that you were not able to view an image after seeing the message that is should be able to be viewed at a Family History Center or an Affiliate Library.
When you have a specific image you are concerned about, it is helpful to our support team to have you provide the URL for that exact record so that we can investigate. In addition, please provide your search path when you wish to report a problem so that we can determine how you got to the record in question. Verifying information about the equipment you are using [the OS on the computer and the browser] is also helpful.
With that being said, did you go directly to the individual who was in charge at the Family History Center to let them know you had problems viewing an image that should be able to be viewed there? If you did, were they able to check their connection to the Center portal to be sure it was working properly?
When this type of problem occurs, it is really best to have the Family History Center call our support team for assistance. I see that you are in North America which means you and the FHC personnel can call our toll-free number to work with our agents directly: 1-866-406-1830.
Once our Historical Records personnel have determined the image should be available at a FHC, they can transfer the call from the person in charge that is in the Center to our Family History Center agents who can make arrangements for technical help if that is needed.
As a final comment, please be aware that right now everything in the catalog is locked while we update the catalog. Since permissions are always changing due to the contracts we negotiate with record custodians, it is also possible that permissions have changed since the last time the catalog was updated, so please be aware of that possibility as well.
We look forward to knowing what image you are concerned about and the search path you used to get to the record so that we can continue to investigate. We will be moving this discussion to the Search Category in the Community since it is specific to search results when trying to view Historical Records.2
Thanks for the additional information. I was able to verify that this image should be able to be viewed from a FHC. I hope you will check back with the center to determine whether they are having a problem with the Center portal. Please have them try to resolve the issue since this image should be available there just as you have stated. If they continue having a problem in their Center, it would be wise to have them work with FamilySearch Support directly since this may be affecting other collections that should also be available, but in that part of the World, the phone number would not be the same as the one I provided for you when I saw that your account was in North America.
Live support through a phone call for guests who are in Europe is only available in Austria, Germany, and Switzerland. I am sure, however, that all Family History Centers have specific contact instructions regarding how to get technical help when needed.
I wish you success with your continued family history research.1
Thank you CDBurk
Here's the one of the links in question. I have several that the image shows as available but I cannot view it.
https://www.familysearch.org/ark:/61903/1:1:6D7C-WR5N I use google as web browser.
It was late in the day so I didn't want to bother too much at the family center so I said I couldn't view the document and left. I sent this information to them. I'm actually living in Spain right now so I went to the center in Alicante. Thanks again for all your help.0
Thank you so much CDBurk I will forward this info to the FHC and with patience continue the search. Thanks again.1