Portal Premium Sites
I have noticed the past couple of days that some of the Portal Premium Sites are asking for a log in. I have gone back and reset the extensions and it still is not working? Besides my own FHC I also work in another FHC and the problem is same. Problem?
Answers
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It must be a common problem. I reported that our center was having problems with 3/4ths of the web sites and I was told that the engineer's were aware of the problem and were working on it.
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I used firefox today and all of the web sites worked except for FamNet. It had an internal server error. I do not know what this means but I suspect that the problem with the other web sites may have something to with chrome.
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Yes, currently Firefox is the most stable of the three authorized browsers.
However, there were also major internet outages and routing issues today that lasted for a few hours.
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Here is how we are accessing the premium sites, as of 22 August 22.
If the little circle is green, but a premium site still asks for signing in, setting up free account, etc., click the little green button. That brings up the below message. But wait about 15-20 seconds or so, then that message screen is replaced by another that says your specific center is connected. Then click that message screen's "view sites" link, select the site you want, and enter your search criteria. For some you have to do it each time, others seem to retain the connection and you can close one, open another, and search without having to click and wait a bit, etc.
FamilySearch Center Premium Content
Unable to verify that you are currently in a FamilySearch Center.
Speak with center staff to correct this.
Device ID
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@MLV2--Thanks for your clarification. I had experienced this, but thought it was a one-time occurrence. Prayerfully, the new features that are coming will bring a permanent solution similar to what we had a year ago. I miss the days of being able to enter an Ancestry search directly from the FamilySearch details page for the individual.
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We are having a lot of problems with this today!
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VirginiaC, try clicking on the green circle every time you try to access one of the sites and it asks for new account or free trial. Ignore the first popup and wait for it to change and show your center's name, telling you are connected. Apparently something is not synching and it is a real hassle for patrons.
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If the "green circle" (FHC Premium Content Chrome Extension icon) isn't green but is persistently grey/white, as with my center lately, your ISP may have reassigned you a new external IP address. Thus the registered external IP address FamilySearch has for your center might not match the one your ISP is now giving you. Check your external IP address periodically by going to https://www.whatismyip.com/ and doing a screenshot (Alt-PrintScreen - paste into Irfanview - save as a .jpg)
Six months ago I had requested my Institute's Comcast modem be declared as requiring a "Static" IP address to be assigned permanently, for this very reason. But alas that request apparently didn't get to the end of the row (in irrigation terminology). So now I'm waiting for FamilySearch to re-register my new external IP address for the Taylorsville UT FHC @ SLCC Institute. Til then, no portal for us.
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Please, to properly resolve the Portal issue it is imperative that you not bother to post in the community, but instead schedule an Appointment and the Tech can gather the specific information to be added to the Extension to eliminate some of the issues. There is also a secondary issue with the extension going inactive, regardless of the icon color, this requires that when the portal does not bypass a sign-in screen or a restricted record does not open correctly, you need to click the extension icon and wait for it to populate with your center information then open the record again or revisit the premium site. This hidden time-out MAY happen multiple times in a session and at random moments while being used.
We are aware of this behavior and are working to resolve it as quickly as possible and offer the above only as a temporary workaround as we resolve this action.
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