Error when opening Contacts page
In the FamilyTree website, when I open the Contacts page by clicking my contact ID and selecting Contacts, the "Contacts" heading and "Map" switch are displayed. Beneath this, there is an error message: "There was an unexpected problem. Try again. If it still doesn't work, come back later." No contacts are listed. This is with Windows 10, and Chrome and Edge browsers.
When I used the Feedback button at the right side of the Contacts page to report this issue, the first thing it asked me was "How would you rate your experience with Relatives at RootsTech?". I'm not looking for contacts at RootsTech, just my normal FamilySearch contacts.
In the Android Family Tree app, neither contacts nor an error message are displayed.
This has been going on for several hours now.
Answers
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Good morning. If the messages haven't cleared up yet please try the following from FamilySearch error messages.
Error messages can be caused by several reasons, such as a web browser that is not supported or needs to be updated. Some problems can be cleared up or avoided by using a different browser or by clearing your browser history. We recommend trying the suggestions below before contacting Support. If the problem persists, contact FamilySearch Support.
Make sure you are using a supported browser. FamilySearch tends to favor Chrome but all of the major browsers are supported. Issues that only affect Internet Explorer 11 will not be fixed unless found to be broken on other supported browsers as well.
Closing your browser and opening it again will usually update it.
To see if your browser is on the latest version:
- Chrome: Click the three vertical dots in the top right corner of the browser.
- Click Help and choose About Google Chrome. A new tab will open and Chrome will search for available updates, or let you know that your browser is up to date. If an update is available, you will need to restart Chrome after the installation.
- Firefox: Click on Firefox in the menu bar and choose About Firefox. A window will open and Firefox will search for available updates, or let you know that your browser is up to date. If an update is available, you will need to restart Firefox after the installation.
Clearing your browser history can have a positive affect on how FamilySearch runs.
- Shortcut: While in your browser, press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac).
- Manually: For Chrome, click the three vertical dots, click More Tools, then click Clear Browser History. For Firefox, click the Library icon, click History, then click Clear Recent History.
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I don't believe that this is a client-side problem because it affects (a) Chrome and Edge browsers, both up to date, and (b) the Android Family Tree app. The problem persists 12 hours later after my PC has been restarted.
I have (or had) a number of contacts, but I added another contact yesterday to see what would happen. Nothing changed; the error still occurred in the website, and the Contacts list is still empty in the Android app on my phone.
@sc woz, does the Contacts page work for you? Is anyone else experiencing this problem?
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@JulianBrown38 I am able to see my Contacts list on the website (Chrome browser) and the Android Family Tree app. It seems that either the problem cleared up in the hour since you posted, or the problem is related to your particular data. That indicates either a back-end failure, or the backend is sending data to the clients that they can't handle.
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@Alan E. Brown Thank you. I will leave this for now, as I had reported it via the feedback. Maybe I'll get a response to that (after RootsTech is over).
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Were you able to resolve the issue?
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No, the contacts still won't load in either the website or the Android app. As I hadn't had any response from my feedback, I flagged my original post a day or two ago to ask for a moderator to consider it.
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