Trouble With Accessing Viewable Digital Records

Bob Allen_2

I am signed on to family search from home. I have found a record (Richmond County Deeds) I want to search. There is a camera symbol after the record showing it is accessible from home. I chick on it and the record does not come up like it has come up for me many times in the past. Instead, I get a message in the upper left of the screen saying "source box" and otherwise a blank screen and no way view the record. After checking, I cannot view any record even though I am signed on. I need help to fix this issue.

Julia Szent-Györgyi

Yeah, I think this needs the usual thwacks on your browser, because if it has the Source Box button, the viewer has loaded, it's just not loading the image.

For some reason, FamilySearch is particularly prone to errors caused by momentary connectivity glitches that your browser "helpfully" preserves and propagates. The easiest way to test for this is to check with a different browser, as Áine suggests. If it works there, then you should be able to restore proper function in your original browser with some "housekeeping": namely, clearing your FS-related browser history (both cookies and cache/saved files). Also, it's a good idea to check whether your browser is up to date.

Áine Ní Donnghaile

Can you share the URL? Richmond County in what state?

You might try clearing your FamilySearch cookies or using a different browser.

Bob Allen_2

After Calling Family Search help, the problem is fixed. I had to clear the cookies on family search AND on my Firefox browser.

Thanks.