When will we get the FHC Premium sites access restored?
We have not had access since May 2022. The Chrome browser has been installed and any attempt to update it further or click on the now grey Portal button generates a message saying, "Unable to verify that you are in a FamilySearch Center". This has been reported months ago and online support efforts have been unsuccessful. Is there a problem with the location finder in Settings? This all appears to be managed from above, but...?
This has obviously been a problem in many centres and seems to be fixed for some. Why not us? Hoping for a fresh start in the New Year.
Diana Field
Best Answer
-
After almost 9 months, I am very happy to report that we again have access. It was apparently a "configuration issue", which was fixed within days after contact with the right people.
Thank you to all who helped.
Diana
0
Answers
-
PS. I am not in Chile, but in South Australia. Unit #407682
0 -
If the browser extension is not working, you will need to contact your local FamilySearch Center Support group. The contact information can be found here. Asia, Australia, New Zealand, and Pacific Islands Contact Us • FamilySearch Support Operations
1 -
Do you know if all of your FSC computers are now functioning normally with a public IP address connection? In my own FSC, since this Internet change, the Portal Extension has been functioning very consistently. I would make sure all of your FSC computers are up to currency with Windows Updates and clear of Temporary files, as well as unnecessary Cookies and Internet Cache. Do also make sure your drives are defragmented and try again.
Are you aware of how to install the Portal Extension if it is not yet present in some browsers? Please use this Help Article for this purpose:
How do we use the FamilySearch center premium content browser extension?
Cheerio and be successful!
0 -
Thank you for your suggestions. We have had the IP connection checked and all Windows Updates are current. The most recent Portal Extension has been installed remotely. Since the system must recognize our FSC to do this installation, I don't understand why we are then not recognized as being in a FSC when we try to access the Portal. I will follow up on your suggestions re cookies and defragmentation. The three FSCs in my stake all have this problem, although I know of one in a nearby stake which does not. Efforts from my local area support over several months last year were unsuccessful, with this last message in October: "Senior management has finally agreed that the problem is bigger than they first suspected. Various interim solutions have only worked intermittently, or not at all in some locations. So they are currently looking at a real solution this time."
Still waiting for the real solution.
Diana
0 -
Please contact support again as suggested above. All maintenance in this area has been completed. We are unaware of any general problems that might be affecting you at this time.
0 -
I had booked an online appointment for last Wednesday morning, but could not see the connecting link in any of the preliminary emails. The only link appeared to be the cancel/reschedule one. The format of the emails appeared different from those of last year. Was I missing something? I have booked another appointment for next Wednesday and would like to know what to look for in order to connect.
Thanks for any helpful avice.
Diana
0 -
I may be able to help by sending your request for support to another department, with higher authority to make the needed configurations. I ask therefore if you could provide me with your FSC Name and FSC Unit Number?
My thanks, Elder Beck.
0 -
Thanks Elder Beck. I am in the Marion Australia FamilySearch Center, number 407682.
Diana
0 -
I am not connected with FamilySearch. Perhaps you can get people to connect via their personal devices in terms of the following.
In the Group FAMILYSEARCH CENTER TECHNICAL SUPPORT (which seems to be North America Technical support) there is a topic "Family History Centers are now officially named FamilySearch Centers"
Towards the bottom of this topic there are the following
Q: So, what is the significance of the name change?
A: Uniformity worldwide and connecting to a registered worldwide group and product name. Also, the expanding of FamilySearch resources to all Church of Jesus Christ of Latter-Day saints meeting houses worldwide.
Q:Oh, so sometime in the future, when you login in at any LDS Church meeting house, you will be accessing what is currently the FS Portal? Is that right?
A: Yes, it will require you to install the extension to be installed in the browser on your personal device. The official rollout to the church meeting houses will be completed by January 17, 2023
https://community.familysearch.org/en/discussion/comment/488669/#Comment_488669
0 -
Thank you for the suggestion Maureen, but our main problem seems to be that the FamilySearch system has for some time not recognised the centre in our meeting house (in South Australia), and the Portal, which is supposedly available via up to date Chrome extensions already installed, cannot be accessed. It was fine until early May last year. I do not have a laptop or tablet, so can't check that option - the system may not even link to our meeting house either. The Portal, with its access to so many partner sites, is a major tool in assisting visitors to the centre.
Diana
0 -
Thank you everyone, our Australian FSC support team is now working to help solve the issues now.
0
