New Security Software Is Causing FamilySearch not to work properly
Hi, I really do not like complaining, but the new security software has totally upended my years of great access to FamilySearch. I am to the point of ending my account as I cannot spend countless hours trying to make everything work. Rest assured that I have already discussed this with FamilySearch and I have followed every recommendation they have made. No VPN, no Add on or Extensions, clearing cache, history clearing, resetting the clock, allowing exceptions, changing to private mode, changing browsers, using Firefox, etc. This is the Error 15 issue. I have made changes to my computer just for this website that I should not have to make. I do not have this issue with any other website or geni site. What ever has happened and whatever the cause, the interface of my computer and FamilySearch is a mess. The issue I am having makes no sense. I log into FamilySearch and everything works fine. I can go for an hour researching and there is no problem, then all of a sudden there starts a slowdown of the website's response, taking a very long time to move from one page to the next. Refresh does not change anything. After the slowdown, then the Error 15 Page starts coming up requiring me to verify I am human. So each page I then go to I have to respond to this request and this goes on for a bit. Then it just stops approving and I cannot use the website. However, if I go away and come back the next day everything works again and we go through the same routine. the slowdown is especially bad in Catalog and Books.
So the bottom line is, this issue did not exist before the new FamilySearch Security Software was implemented. FamilySearch was a great website to research. Is there anyone out there that understands this issue and has found a remedy. Thank You.
Answers
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@Steven1947 The Error 15 issue has previously been discussed. You may find this thread helpful
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@Steven1947 We're sorry you are having issues with your FamilySearch experience! I spoke to my supervisor, and we need some information to submit this to the engineers. You can reply here or message me privately.
- What computer / device are you using? it is a laptop, desktop, tablet, or mobile device
- What is your operating system version?
- How are you logging in? Directly on FamilySearch or through Google, Facebook or Apple
- Who is your internet provider?
- Which browsers [besides Foxfire] have you tried. Does it happen on those also?
Once we have these answers, we can start troubleshooting the problem. Thank you.
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Lenovo Legion Gaming Computer
Windows 11
Directly to Family Search
Comcast
Edge
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@Steven1947 Thank you for the response. We believe this is fixed. Is this issue still happening for you today?
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I am at a loss as to what to do except to stop using FamilySearch. Please note, this issue did not exist prior to your new software. I have been using Familysearch for years without any major issues. The main page loads just fine and I can even use catalog most of the time. However, eventually, even in catalog, I get Error 15 after a period of time. How is it possible that this works fine for an hour and then all of a sudden I start getting errror 15 and eventually it stops responding all together. Books is a disaster. They do not load properly, very very very slow. at the bottom it says - waiting for familysearch.org to load and it also says something about Facebook. I can pick a subject and it will say there is no data on my subject and then reload it and up comes what I already knew was there hundreds of books to review. Each time I get into a book I get a black page and have to reload it multiple times to finally see the page. When I do get the subject matter books loaded as I try to move from one book to the other it takes forever to load the next book and going to the next page of books is crazy as it will reload saying I don't have any books for this subject, but there are hundreds waiting. I have tried private mode, I have tried disabling my secutiry softaware so only Windows is left. I have tried other browsers. I have taken away any extensions. I am not on a VPN. I can use other geni sites like Findmypast with zero issues. There is no other website that I have any kind of issue accessing quickly. I can pick a book that I cannot open on FamilySearch and go into the web and find the book and it loads just fine. For examples, this morning, I started my search process, (this is after Error 15 shut me down two days ago, but it's gone today?? How is that possible). I started at 7:30am and it is now 8.30am and I have only been able to open a couple of books. I have Xfinity/Comcast. I have over 1 gig of active bandwith, that I have verified is working. My download speeds are amazing, except FamilySearch. I have a one year old computer from Lenovo, that is a gaming computer with 32megs of RAM and an advance graphics card. My processor is top of the line. I am experienced in my computer operation and have done dozens of adjustments trying to find what works. Ouch!
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@Steven1947 thank you for the update. I'm trying to get you some answers and will get back to you soon.
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Please note, I am currently a Family search Research Center - LDS Church and online and I am running into exactly the same issues with books. The lcoal asssitance documented the issues and have made calls to advise I am not the only one having these issues.
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