Please Provide A Labeled Area for Reporting Problems
I have encountered several technical problems with FamilySearch over the past few weeks and it has been confusing to know how to report these problems. I've followed the instructions to contact help (I think all of my contacts were by email, but I'm uncertain now), and it was mentioned that I should be reporting issues in "the Community" (but until today, I had no idea what the Community was) and that I should be clicking the feedback button (which, btw, once I knew to look for it, has not been present on problematic pages).
So today I've found census images where the bottom of the pages are clipped off (at least one of which has removed people, example: https://www.familysearch.org/ark:/61903/3:1:S3HY-6QQ7-F9S?view=explore&action=view&groupId=TH-267-11824-146834-81). I'd like to report it, and I am trying to follow the instructions I'd been given for reporting problems:
This time there is a "feedback" button and clicking it gives the message, "An error has prevented the requested action. Please visit the FamilySearch Community for help or to report an issue." I confidently click the link and arrive at FamilySearch Community, but I cannot see any place to report an issue. I do a search on "Report Problem" and find that users have been asking for this feature for quite some time.
I hope with the newly implemented "New Idea" system that this can be addressed. For context, I am not a member of the Church, and do not have outside guidance for using FamilySearch (so rely on what I see on the page itself). I am older and at times can be confused, so something that is obvious would be helpful (to me). The word "feedback" is a word normally used in conjunction with offering compliments or criticism, rather than reporting technical issues. Perhaps "feedback and help" would be more clear? Or, if the actual purpose of "feedback" is for getting help, then perhaps change it to "help" or "community forums" or something along those lines?
But once a person arrives in "the Community," it would be very helpful for them to see an area designated for reporting problems. To me, "the Community" has the appearance of a public forum; there is nothing that I see which qualifies as a place to report these census images and it leaves me feeling a bit distressed (I like to follow the rules, and the rules are not clear).
Thank you for listening and for giving consideration to my idea.
Comments
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1) It is true that the instructions on where to post bug reports have never been very clear but there are only so many places to post anything. Since bug reports are not ideas, they usually get posted under one of the various community categories, most often here under General Questions. But there are the other seven more specific categories that can be used. Since your report of a problem with census images is most closely related to searching historical records, it would probably fit best under the Search category. But no matter where something like this is posted, it should come to the attention of a moderator over the section who can send it off to the appropriate department.
A recent development, however, are the specific groups for new features found under Groups such as for the new source linker and the new family group tree feature. Bugs regarding those will come to the attention of the developers most quickly if posted there.
2) Regarding the feedback buttons not working, several other posts have discussed this issue and the conclusion seems to be that various browser additions such as popup blockers and ad blockers cause the problem and turning those off allows the feedback links to work.
3) Regarding outside guidance on using FamilySearch, check the FamilySearch Center location finder in the top right corner of any page to find a center near you and drop in for a visit. You should be able to get any and all guidance you need.
Or go to the support page at: https://www.familysearch.org/en/fieldops/familysearch-support-contact-us, find your area and call support with your questions.
4) This community has two rolls. Yes, it is a public forum. But everything posted here does get seen by moderators and as appropriate sent off to the developers of the website to address reported problems and requested improvements.
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Thank you Gordon.
When you say, "But no matter where something like this is posted, it should come to the attention of a moderator over the section who can send it off to the appropriate department." is this something that happens just by virtue of my posting it, or is there something I am supposed to be doing to flag their attention? Perhaps a particular tag or something? Oh! It looks like #4 answers that, I think. It sounds like the role of the moderators is to read everything and to make reports as needed. Okay. I think I've got it then. Thanks!!
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For what it's worth, MANY others share your distress.
You are correct in your observations:
The Feedback tab is not universtally available.
It is NOT clear how you should report a problem.
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