FS image viewer became unusable for a week now
Hi, I am experiencing an error that draws the whole FS's documents collection unusable.
For the whole last week and till this moment all I can see is a blank viewer window with spinning circle (spins forever), and later it may change to "Error loading images - please try again later", see attached.
It is on ALL films - I just searched for a few random ones and there is still the same.
It is on both my PC and laptop, on both Firefox and Edge that I use.
I have cleared cookies, visited to FS's "Reset cookie" page and restarted dozens of times - no changes.
I've tried removing add-ons and reset browser profile - no luck either.
And when I've checked with my friends @abroad and provide them a link - they said that is all fine on their end...
I remember that this was happened a couple of times before, too - but that was very temporary and everything was OK the next couple of hours. But this one just stays for a whole week now, with no any chance to see any single page. Not even thumbnails! :(
Aside with that - the rest of the website works OK (search, catalog, community etc).
It is just very frustrating. All my researches just put on halt......Anyone else seeing this, and how to use this GREATEST EVER website with this issue?
Answers
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I know you said you've cleared cookies and that it's doing it in multiple browsers, but have you tried clearing your cache, too? And are all of the browsers you're trying fully updated?
There are other threads about people experiencing this same blank-page error, but my search is failing right now.
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>>have you tried clearing your cache, too?
Yep. It is on the same "Clear browsing history" button, actually... :)
>>There are other threads about people experiencing this same blank-page error
Yet it still doesn't work. 2 weeks for now, and counting.
I have asked my bro who knows about computers more than me. He dropped by and had a look, and his verdict was "FilmData json URL is not loading, throwing you the timeout and no-data page". Not sure what it is....but worth to report here I think.
How to fix that - any ideas?
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I think with the transfer of traffic from the old to the new person page there might be a lot going on right now. I just had a gateway timeout here in Community. Maybe try back in a day or two. The possibility exists that maybe you had accessed maximum threshold of records in a time period? Were you clicking through many images in the Cheshire collection? You can try accessing the same collection in Search> Images. The only method past the threshold throttling limit is to wait an unspecified period before the threshold is reset.
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Hi, thanks for your response.
>>Maybe try back in a day or two.
Well it is like this for 2 weeks now - with no any sights of any changes. No any ticking counter, no any "Please wait" banner or anything...
>>Were you clicking through many images in the Cheshire collection
Usually yes, as I need to find a very specific records and there are no text indexes on most of the films. I am using my Co.'s Internet so it is quite fast while browsing, so that's OK for me.
But that was never be an issue before - not sure of what changed now. My fingers still at the same speed LOL...
>to wait an unspecified period before the threshold is reset.
I remember that I see this before but that was "fixing itself" in an hour or two, never seen that longer... 2 weeks is just something...very frustrating, let's call it this way. What is the point to publish the collections - but limiting the visitors from browsing those? Makes me no sense. "Opening a pub - but surprised the people coming in" as we call that... :(
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... the images are contracted to have a certain threshold of access (as I understand it - I am not a FamilySearch insider but understand there are throttling limits). I don't know the threshold limit on this collection.
Does the Search> Images viewer work for you (have you tried that link above - same result I guess)?
I would recommend that you follow/join this thread:
https://community.familysearch.org/en/discussion/138960/error-loading-image#latest
To me it almost sounds like there may be something about your work connection or your Family Search user account that the site is not liking - it is protecting the integrity of the image files and not allowing download of a large percentage of the collection (as far as I know). Likely you would need someone at FamilySearch to reset your user account or something along those lines to free up that threshold - but all of this is just speculation without internal knowledge ... You need to get a FamilySearch engineer to follow-up.
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Throttling results in error messages, not blank pages, so I doubt that's the problem.
In my Firefox, clearing the cache involves going to Settings -> Privacy & Security -> Cookies and Site Data; I usually click "Manage Data..." and get rid of only the FS-related items ('cause I hate getting signed out of things), but you can use the "Clear Data..." button to just get rid of everything.
But before you do that, one thing you haven't confirmed yet in this thread is whether your browsers are up to date. What version of Firefox are you using? Mine reports that it's version 111.0.1.
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>>Does the Search> Images viewer work for you (have you tried that link above - same result I guess)?
It was working for a day I've tried that. I was able to search a film and open a few pages - and that was good.
However the next day (till now) it shows me just this, see the screenshot. And the "classic" viewer still doesn't work, too.
>>To me it almost sounds like there may be something about your work connection or your Family Search user account that the site is not liking - it is protecting the integrity of the image files and not allowing download of a large percentage of the collection
I can't even access to the previews. Not to say about opening a full page, or whatever....Everything else works except browsing the films (any films). And this is for a month now, counting. Not sure of what "downloads" it is throttling on.
>>You need to get a FamilySearch engineer to follow-up.
Any specific person/contact here that I would PM to?
I've tried to send an email 2 weeks ago but never received any response.
PS: ohh, and today I was not able login to FS from the home page - nothing happened when I click on "SIGN IN" button (no errors, no broken page, nothing strange - but no login form popped out as before. The page just stays on that boy's photo as always). Visited to Community, clicked on "SIGN IN" on the message page - and voila, it works. But not from the homepage....geez. 😪
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The engineers made some changes to this. Has anyone in this post had this issue in the last 30 days?
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