Where to go for help
A patron came across a collection with which they have been having technical difficulties for several months. They did reach out to FamilySearch Help, but there were no clear answers. From what I can see, nothing they suggested seems to be the case.
The collection (DGS #4237494) is supposed to contain 306 images, but only there are only images/thumbnails for 160. Of the 160, there are 6 random images that load correctly and you can view the full image. The rest show a "photo" with camera thumbnail and pop up an "Image Unavailable" message. I don't believe that this is an access issue, nor that the collection is blocked.
Quite a bit of time has passed, but there has been no change. So when it appears that there may possibly be an actual one off technical problem with a collection, as opposed to access restrictions, etc., what is the best course of action to find someone to help look into something like this further?
Thanks,
Biz
Comments
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@Biz Chase I had a similar problem recently on a different DGS, and we were able to get the problem resolved with support and escalation through the Community Manager. @Stephanie V. Can you help with this one? This is the previous thread, to refresh your memory if needed: https://community.familysearch.org/en/discussion/comment/522647#Comment_522647 Thanks!
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Hi @Biz Chase. I will research this and see what I can find out. Thank you for your patience as I try to get answers. Sometimes it takes a bit but I hope to have an answer for you as quickly as I can. Thanks!
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