Can't download images
Answers
-
Im having the same problem! I hope this isnt permanent that would be devastating!
1 -
Same problem here--since yesterday afternoon. Please Help!!
0 -
I too cannot download images (Firefox and Chrome). Maybe it is a problem at the site?
0 -
It's a problem in the new image viewer. If you switch to the old viewer, the download works.
For example - in the new viewer, the URL for the naturalization I'm working with is https://www.familysearch.org/ark:/61903/3:1:3QSQ-G9HN-MWFG?view=index&action=view and that will not download.
If I edit the URL to use the old viewer, by deleting everything starting with the ?, to https://www.familysearch.org/ark:/61903/3:1:3QSQ-G9HN-MWFG I can download the images.
5 -
A few days ago, the problem was the opposite. I could not download in the old viewer but I could in the new viewer.
@Maile L @Stephanie V. I also tried multiple browsers. The only way to download today is to edit the URL to use the old viewer. Could you please escalate? Thank you.
3 -
Thank you so much! Switching to the old viewer worked!
Is it just me, or did the old website work so much better than the new one? I'm finding bugs everywhere.
3 -
Since December 20 I have not been able to download records. Before that date the download process worked perfectly. Has familysearch stopped allowing downloads?
0 -
Suddenly I cannot download images from the records. This has been going on for the last two or three days (today is December 22, 2023). (I have been trying with different browsers, to no avail.)
I will be thankful for any help.
0 -
Mod note - Several discussions on the same topic have been merged here. Áine's 20 Dec comment has a great work around until this gets fixed.
2 -
I have not had a problem downloading an image from the new viewer. Can you please check and see if this occurring? I was able to download the example that @Áine Ní Donnghaile provided on 20 December.
0 -
It's cleared up for me, now, @Maile L, but the problem was real at the time of the report.
0 -
I don't doubt that. I have been behind on verifying bugs and it looks like this one got fixed before I could look at it.
1 -
Well, it's baaaaaack .... and Áine's fix still works. Thanks Áine!!
1 -
Hey everyone! I'm trying to download record images and the download button is not working. Nothing is happening, and I have tried both Firefox and Google Chrome. Not sure why this is a problem. Is the server having problems?
Thanks, CH.
0 -
Hi @Bob Holt_1 Can you supply the URL of one of the records you have been unable to download? There has been an intermittent problem with downloading using the new image viewer. Usually, we can edit the URL, to force it to appear in the old image viewer, and download from there.
2 -
I just had a patron with the same problem. Also in teams they are saying the download button for images is not working. Has this been reported to the software engineers?
0 -
@HaleNathanPhillip it's intermittent. It's been reported, and fixed, and then showed up again.
0 -
@HaleNathanPhillip I had sent in a report earlier today, and added your instance as well.
It would be good to get a few URLs if images that give an error, or that just don't do anything.
0 -
@ScottSeegmiller See the URL in this thread: https://community.familysearch.org/en/discussion/comment/540258#Comment_540258
0 -
So glad to see that this is being worked on. I've been struggling with this as well. Updated my browser (safari on Mac), downloaded Firefox for Mac, tried using a PC - nothing resolves the issue. The download button for images in the new image viewer - so far, for me, that's ALL images for ALL sources displayed in the new image viewer - is simply not working. Everything works as usual for sources still being displayed in the old image viewer. Since examples are being requested, here are a few that I just tried this evening and that aren't working. I use the download function all the time for my family projects. Thanks in advance to all who are working to restore this essential function!
Link 3 https://www.familysearch.org/ark:/61903/3:1:939K-TP9N-B9?view=index&action=view
1 -
@JulieMarkham1 Please follow the instructions to edit the URL and use the old viewer to download.
0 -
-
Copy the part of the URL before the ? and paste it into a new tab. That will open the record in the Old Image Viewer where you can download it. Just this part: https://www.familysearch.org/ark:/61903/3:1:33S7-LBC2-Z99
2 -
Downloads is working now, Thanks!
Bob Holt 1
0 -
@Bob Holt_1 I can get it to work on both the old and new viewer. Where are you having success downloading? Is there still an issue for others using the new viewer?
Old:
New:
0 -
I'm not Bob😎, but both are working for me now, @Maile L.
1 -
During the past week, there have been times when the download button did not work at all: you clicked and nothing happened. This was with either the New Image Viewer or the Old Image Viewer (not entirely sure of past circumstances, as it wasn't until today that I did a methodical test).
This is what happens at the center today:
- Any image can be downloaded using the New Viewer.
- Using the Old Viewer, many images cannot be downloaded, but sometimes it can be downloaded, particularly if the image is indexed.
- Unindexed images cannot be viewed with the New Viewer (at least I don't know how), they automatically come up with the Old Viewer, and thus fall into the 2nd category above.
However, of the images I have tested, any image that is not downloadable at the Center can be downloaded from home (that is, only when the downloading computer is not connected to the Family Search network. Any computer at an FSC, including those on wi-fi, are considered part of the Family Search network). Unfortunately, that means that someone who wants to download an image from an un-indexed, restricted record (which can only be viewed in an FSC), is out of luck.
If you have an indexed record that is appearing by default in the Old Viewer, it may help to bring it up on the New Viewer (the opposite of @Áine Ní Donnghaile's work-around). Bring up the Index Record for one of the page's index entries be clicking on the entry's Record icon in the Index bar at the far-left bottom of the Old Viewer.
On the Index Record page that comes up, click on the Record Image or the "View Original Document" at the left. This usually brings up the image in the New Viewer. (but no guarantees....)
0 -
@David Peterson I have tested a bunch of records after reading your post and they all downloaded. Can you provide more details of what is happening? Screenshots and URLs are helpful.
Other than this last post, this seems to be working. Please let us know if you see this again.
Sam 😊
0 -
It only happens on computers in our Center. Please see @Ken Richins - NAO FSCS Specialty Lead response on the Family Search Center Support group https://community.familysearch.org/discussion/comment/540610#Comment_540610
Apparently, there is some sort of tracking done per center that results in a "block", and a "block" can be overridden. I have no idea why our Center is specifically blocked. If this continues into next week, I will ask them to specifically unblock us, as he suggests.
0
