Problem uploading document under Memories tab

JSmith528

This whole week I've not been able to upload documents. The little "working" circle just keeps going around, but never completes the upload.

I use Firefox, if that helps --

Thanks!

Carla Tobler

@JSmith528

We always start with the simplest solution first, and that would be to delete your browser's cookies and temporary files. This will often solve problems we are having with FamilySearch.

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/how-do-i-delete-cookies-from-familysearch

We hope this helps. Please let us know.

Julia Szent-Györgyi

The really simplest test/solution is to try it in a different browser. If it works there, then the problem is very likely due to a corrupted file or similar error in your original browser's saved files, and the fix is to delete that history. CJTobler gave the links for instructions on that.

JSmith528

I tried a different browser, and clearing the cache, but neither worked -- then my husband suggested that I try uploading the image as a JPG instead of the original GIF, which seems to have solved the problem.

I suppose I rarely come across documents saved as GIFs, so it has never come up before! Thanks, @CJTobler and @Julia Szent-Györgyi for your suggestions --