❕Xfinity FamilySearch Access Issue❕
We have been made aware that there is a known issue with Xfinity. If this is your service provider, you might experience trouble accessing FamilySearch. So far, it seems to be isolated to Riverton, South Jordan, SLC, and Herriman. The engineers are actively working to resolve this. We are sorry for any inconvenience this might be causing you and we will report updates as we get them.
Answers
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I see this was posted 2 days ago. But the problem is up in Layton too. I have 3 batches I have tried to submit multiple times and though they seem to go, they show right back up in my queue.
I don't have Xfinity for the internet.
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Thank you for posting this access issue. We are going on the 7th day of persistent error messages which include "Secure Connection Failed" & Xfinity refers us to contact website owners.
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I can’t log in to index. I can’t see my temple reservations. This has been going on for several days!!
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Now I am getting batches I already completed and submitted! This is crazy and frustrating. And I don’t see how xfinity could be the cause of this!
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I am having the same issue in New York be it reviewing or indexing, they go into my batch que and I don't do batch work. I made a post, but it told me that it needs to be approved and would show when once it was.
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What is the status of the fix on this? Does it depend on XFinity or FamilySearch? An update and more info on progress would be great.
Thanks for posting the notice since I was having a hard time figuring out the cause. It started for my parents about a week ago (according to them). They are getting VERY frustrated and say it really impacts their daily activities (print stuff for temple, do research, etc). They aren't the most technical and so it compounds it. They are ready to bail on xFinity.
If there is a technical workaround I would be interested to hear. A bandaid until the main fix is available. I tried other DNS providers for their ISP settings since it seems to be related to routing. Didn't work though. It is surprising this has taken as much time.
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I found a temporary solution. I downloaded and installed the Opera browser. After doing that, I clicked on the little "VPN" button next to where you enter a web address (URL). When the VPN window pops up, I click on the big circle to start the VPN. Then I type in familysearch.org and hit Enter.
Opera's VPN service routes you through a different part of the Internet than the path Xfinity tries to take, and it works for me.
Hopefully Xfinity will get this fixed, but until then, I'll keep using Opera.
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Thanks. Worked for us. I still hope to get a permanent solution on this but, if you don't want to use Opera and its VPN feature then you might be able to get similar results with VPN software. For now I won't test it but in theory it could work. Thanks again! (Still hoping for an update from FamilySearch and best luck to your devs and network admins)
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We have an update from the engineering team:
"Based on reports from Xfinity customers in South Jordan, Herriman, and Riverton Utah, we have identified patterns related to inconsistent access to websites that utilize the cloud service provider Imperva's platform. Customers affected are all using their own network equipment (users on Xfinity-provided equipment are not affected).
These affected customers are receiving errors like
- "PR_END_OF_FILE_ERROR", "ERR_EMPTY_RESPONSE" OR "NSURLErrorDomain:-1017"
- "Can't establish a secure connection to the server"
Our troubleshooting has indicated this is a regional issue affecting certain customers of a single Internet Service Provider and is not a problem with the FamilySearch website. Problems appear to have started on April 7, 2023 and coincide with a similar issue seen on another support forum. We continue to engage relevant support organizations to troubleshoot and resolve this issue.
If you are receiving an error like those mentioned above, and are an Xfinity customer, please consider reaching out to Xfinity support to create a case to assist them in further troubleshooting and addressing the issue.
Imperva found a workaround and all users should be good for accessing all FamilySearch sites through the weekend. We are close to understanding the root cause, not there yet."
Thanks for your patience as we work toward a resolution.
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I don't know if this is the same problem as the one I am having, but it is ongoing (over a week).
I enter my search into the appropriate boxes, click on Search and get grey lines of results which pulsate and never resolve to writing.
I use Chrome and a VPN which gives me an IP address in the U.K. as I live in France.
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The grey fading in and out, for me was the Memories.
For around 15 minutes they wouldn't load and showed a zero amount.
Almost all other functions were fully working apart from the Timeline tab.
It eventually came good, but very strange.
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The issue with xFinitiy (ISP) and getting to FamilySearch home page or logging in seems to be resolved for us (in Riverton Utah area). We are able to use our normal browser (and no VPN) and things seem to be working normal.
Thanks for the details that were shared. I hope the issue is gone for others too and those with similar problems have luck getting them resolved.
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The issue with FamilySearch appears to have stabilized with Xfinity since Friday. Thank you! I very much appreciated Stephanie (community manager) posting more granular details on their end. I shared this with the Xfinity teams and got a case number.
For us, this regional 84096 internet problem (55 - 500 customers) continued to disintegrate during the weekend to the point of no internet. When the internet came back up, this same issue spread to other Utah-based genealogical sites (Ancestry, etc.) mainly in the Lehi area with some sites still not accessible. This is Xfinity-installed network equipment. We are continuing to work with Xfinity.
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