Sources not opening
Best Answer
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I have seen several complaints from Apple users. I just read that a couple people have it working now. Please let me know whether or not this is a problem for you.
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Answers
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@CC Dennis Is there a spinning wheel, or an error? Can you attach a screenshot of what you see? If you are logged in, Sources should open - unless there is an error (if images were removed the Source should still open - though the image URL might indicate 'not found'). Maybe clear cookies/cache, logout then log back on?
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This is not an individual problem. I am having the same problem , also on any device, as have friends. No spinning wheel, no error message. It seems to partially load, then just remains blank. has been ongoing for several days
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I have got the same problem since a couple of days! No images opening up.
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I have the same problem, can't see any original sources, screen is just black and then goes to a grid of unopened sources
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Same here. Everything working fine until about noon CST (US) yesterday, when it suddenly started doing exactly what SarahCaine1 (above) said. I have cleared cookies and logged out; no improvement. I'm using a Mac, iOS Ventura 13.1, Safari browser version 16.2. No error message except "Error loading image. Please try again later." NOT a happy camper!
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I have a similar problem, starting about 2 days ago. When I get to the source file, I get message “ Error loading image, try later…..” I get the same message every time for different page numbers of the same source. I have tried different source files and different devices same problem.
One workaround possible is to go to the download option and choose view and it then correctly shows the image but it is more lengthy and not as efficient as just change the page number.
please advise
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I'm not sure this thread is talking about the same initial problem CC Denis above details? He says, "...haven’t been able to open attached source files for 2 days."
So first question: are you trying to open Sources in a profile or searching Sources and trying to browse them from the 'film images'? Yes, either way you are trying to open Sources - but one is attached in Tree and the other may not be.
Anyway, FamilySearch is in the process of implementing the 'edit all fields' solution (I think). I wonder if it could be interfering?
For others who get the 429 error or 'try later' - there is another thread already talking about problems browsing Sources because of throttling. The 'try later' message basically means you need to wait before continuing to browse (no I don't know how long, yes this is annoying).
Likely more information will be needed about what Sources/URIs you were attempting to access, how many Source images were you able to access before the error, where you are connecting from, etc. ... (maybe particular servers around the globe need some help)? But likely you are bumping against throttling rules being enforced.
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I have found that I can download the image when this happens.
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I am trying to open documents within FamilySearch, not from a link that is anywhere else. It has now been 24 hours, and I am still getting the "try later" error message. I have tried multiple sources (Census, Marriage, Probate and different states and counties) that I know have attached images (and not just data transcriptions), and the result is always the same..."try later." I am connecting from St Charles, Missouri, using an iMac and Safari browser. Could it be a browser problem? I've used FS for over 15 years, and NEVER have I run into this problem! Help!
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I have tried repeatedly for 2 days to load family search records and am continuously getting error message. Cookies cleared multiple times.
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How to correct a software problem “error loading image”. I now have the same problem on an IPad and IPhone. If the image does load, it is unreadable and unmanageable.
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"I am trying to open documents within FamilySearch..."
Yes, from a profile - Sources or Memories? Or are you going to Search> Records? OR can you supply the URL of the document/image that won't open?
It might possibly a browser issue - more people with the issue would need to respond whether they have the same iOS/browser version.
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The path I’m taking: Search - Records - (Choose any US Census) - Browse all records - Select State - Select County - Select Township/ED #. None of the images will come up, on ANY census, ANY year, ANY county. Same with any other file with images.
How long do I have to stay in FS jail for ostensibly turning pages too fast?
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I don't know. I could not duplicate the problem - I was able to randomly browse 1910 and 1930 US Census and view images. I would probably try tomorrow.
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Indexing can be tricky on apple products. You first want to be sure that your devices are updated. IPads must be operating with iOS 10+. The acceptable browsers are Safari and Chrome (the current and previous version). Also delete cookies (See shortcut link in the above answers). IPhones are definitely not recommended for indexing and not supported.
Here is a link to a help article that might give you more information. The related article links at the bottom of this article also delve more into the issues.
https://www.familysearch.org/en/help/helpcenter/article/which-internet-browsers-are-compatible
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I am also getting the error loading images message on my iPad and iPhone. Images loaded fine on Friday but starting Saturday, no images would load. My Safari is up to date and I have cleared my history and restarted my iPad and that didn’t work. Downloaded chrome for iPad and that didn’t work. However, when I logged in my windows laptop, all images loaded. This is clearly an issue with IOS and apple products but I haven’t been able to figure out how to fix it. Any assistance would be appreciated.
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The problem is still there. I am trying to access record images from the Luxembourg civil registrations. No way to get to any image. You get as far as choosing the set of images and up comes the aforementioned "try later" message.
The same goes for any images for Belgium etc. Frustrating!
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For 3 days now. Can you help?
gaby
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For the last several days I have been unable to view any documents from either an iPad or iPhone. I see the same behavior using the App and with the browser directly. Has anyone else experienced this?
I am able to search and and locate documents, but if I attempt to view to original document it will only show the thumbnails. From there if I select to view an individual document I get a message “Error loading image. Please try again later.” It will also occasionally first pop up a dialog stating “Open Web Page. This web page is not located on the FamilySearch website and will open in your browser.” Clicking OK does nothing.
I’ve tried clearing the browser cache, clearing the app data, deleting and reinstalling the app, rebooting the devices, upgrading to the latest OS, and nothing has helped.
Note: this has nothing to do with the throttling that occasionally happens when viewing a lot of documents in rapid succession. It’s not a matter of waiting; I have been unable to view anything for days. Weirdly, I am able to select ”download” from the tool menu and it will download, but this is a painful process and doesn’t allow for easy browsing.
With my same account I can go to the site from my PC and everything seems to work fine, but from my iPad (where I do most of my work) or iPhone it has become almost impossible to use.
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Sounds like an administrator for this page needs to let Indexing Operations know there might be a problem. I am not noticing any problem with images on a Mac, except the Image Bar is gigantic, taking up 1/3 of the image window.
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Basically all I know - if you cannot access them from the Catalog (as you appear to be doing in the screenshot). Try under Search> Images: https://www.familysearch.org/records/images/beta/search-results?imageGroupNumbers=4378754&page=1
From another thread:
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I think for one of those days - a Moderator said something was actually down. I have no idea whether that could be the case for one of the mirror servers you might be connected to around the globe (if others from your area report the same issue that might be a clue).
Otherwise there are several other threads/posts of users reporting the same issue. I can only assume the same problem - 'throttling' as a result of accessing maximum of images within a certain time period?
I guess you will need to explain what, where and how (URL, OS/browser version, connection type) you are accessing for a Moderator to look into the issue. Did everyone having a problem apply an OS/browser update or something? Or perhaps a provider's certificates expired or there is a DDOS attack occurring?
Help FamilySearch help you by giving more information.
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I've been trying for two days to open North Carolina image files - marriage records, birth registers, and death certificates, etc - and get message "error loading image - try again later." Since I see no message from FamilySearch regarding an awareness of this problem, I'm concerned that FamilySearch is not working on a solution.
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I have been trying for two days to access image files specific to North Carolina and Tennessee - birth registries, marriage registries and certificates, death certificates, etc, and when the link to the image opens in a new tab, the image is "garbled" and I get a message that there was an "Error Loading Image - Try Again Later." For instance, I searched for Robert Fulton Smith and Carrie Loy married 1906 in Tennessee, and found a source which includes an image file. I cannot open the image. Here is the link to the image file: https://www.familysearch.org/ark:/61903/3:1:3Q9M-C9T4-33WG-N?mode=g&i=529&cc=1619127
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Here is an example. https://www.familysearch.org/ark:/61903/3:1:3QHV-J3DK-ZVDJ?i=308&cat=171274
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Update to my message: I discovered that, although I cannot view the image in FamilySearch, I can download it, and it's clear. So, the problem is the viewer function of FamilySearch.
Also, @GabyLaitem, I cannot view the images in the link you posted.
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I have an iPad and opened a couple of different projects with no apparent image problems. Please post the Batch Code (Help>Share Batch) for a problem batch and I will try it on my device.
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There's been a bunch of threads on not being able to see images - maybe engineering is working on it.
Donna above and another thread say if you download the image you can view it - that may be a work-around until fixed. 🤞
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I am having the same issue on the web interface. I saw it first yesterday. For now, I won't be examining any historical record images.
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Mac OS had a recent update to Ventura 13.2. is this adding to the problem we are all experiencing trying to open original images of the sources attached already to our family members? the actual digitized image does not open. has been going on for several days now. I have noticed it particularly in census records as that is what I have been attempting to access at this time. I know sometimes it takes familysearch some time to update their system to be able to interact correctly with the Max OS. Let's get it done. Thanks for a great program.
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