Unable to download PDF files

Aubrey Jacobs-Tyson

Yesterday I was able to download documents/pages as PDFs from books in your library, but today I am getting a message that states "Failed to load PDF" on every book or page I've tried to download. I'm not sure why this is happening? I've tried both Google Chrome and Microsoft Edge just in case it was a browser issue, but I'm still having the problem on both.

Carla Tobler

@Aubrey Jacobs-Tyson

Thank you for reporting this issue. We will investigate the problem.

CDBurk

@Aubrey Jacobs-Tyson

Please provide an example of a book you have tried to download using the PDF option, and verify whether you are trying to download just a page that you are looking at or the full item. In addition, it is always important to provide us with information about your equipment: what operating system and what browser and browser-version you are working with. We will also want to be sure you have done some routine browser maintenance as described in the two knowledge articles you can access below.

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://www.familysearch.org/en/help/helpcenter/article/which-internet-browsers-are-compatible

With your example and additional information about what you have done to resolve the problem, I can forward your concern to the team that will continue to try to troubleshoot the issue. They will contact you when your issue has been addressed either through a personal post or on this discussion page.

Aubrey Jacobs-Tyson

One example is this book: https://www.familysearch.org/library/books/viewer/578392/?offset=0#page=1&viewer=picture&o=download&n=0&q=

I cannot download the full book or even a single page.

Another example is here: https://www.familysearch.org/library/books/viewer/166359/?offset=1#page=1&viewer=picture&o=download&n=0&q=

This is happening on any book/page I try to download though and I had no issues downloading last week. I work in IT, so I pre-empted a lot of the suggestions you've already made. I have Windows 10 and have tried both Google Chrome and Microsoft Edge. I have also cleared my cache / cookies, etc, and I'm still having issues.

CDBurk

@Aubrey Jacobs-Tyson

Thanks so much for the example. This issue has been reported and is being investigated. We hope to have a solution soon.