Why does the start screen get stuck when logging on?
Two times out of three when I log on the start screen (https://www.familysearch.org/en/) shows three areas where the computer is thinking about something but never comes up with an answer. Of course I can do a search and then continue from there, but it is still annoying.
Best Answer
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Usually the "stuck thinking" behavior is due to a stuck process that your browser has "helpfully" saved in order to get things to load faster. The way to fix that is to clear your cache, not your cookies.
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So sorry that you are experiencing such problems. Have you done the general housekeeping for your computer - cleaning cache and deleting cookies? If you haven't, try that and see if that helps. Also does this happen on different browsers as well? You can try a different browser. Hope this helps. Good luck.
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It works OK with Chrome and Edge, but not with my prefered browser Firefox.
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First deleting then resetting cookie preferences in Firefox did not help.
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Hello @Peter M Smith1,
A couple of thoughts about getting into FamilySearch via Firefox:
Are you using the most updated version of Firefox?
Try getting rid of some of your add-ons for Firefox, if you have them.
The website supports the current Windows and Mac operating system (OS) versions and one version back.
Did you also clear cookies on FamilySearch itself from the article posted by @DebDT?
- Delete just the cookies that FamilySearch uses.
- Go to https://FamilySearch.org/cookies.
- When the message Reset your cookies? appears, click Yes.
Hope this helps!
0 - Delete just the cookies that FamilySearch uses.
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I have alwyas used the newest version of Firefox on Windows 10. I now have Windows 10 Version 21H2 which was was updated just a few days ago - perhaps this is somehow responsible?
I use an add-blocker on Firefox but have been using this for years now and it should not be a problem. The inability of FamilySearch to start correctly is very recent. Before that I never had a problem.
I deleted the FamilySearch cookies and also reset my cookie preferences but to no avail.
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Clearing the cache solved the problem. Thanks.
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This problem (a start screen which shows only three blank windows) has come back - hopefully whatever is causing it will at some point get fixed.
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We have been advised that we need to know if the start screen, three blank windows issue, shows in another browser beside Firefox, before we can send your case to a specialty team for review.
We look forward to helping you with your issue.
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Something (positive) has been done in the last couple of days. Until then, the problem occurred two or three times a day. Since then it has, thank goodness, not occurred at all. If this was done on your side, please extend my thanks.
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Regarding the issue where pages aren't rendering properly in Firefox, a few of us have independently reported this issue. One user went thru the page load with a debugger and isolated specific page elements that weren't loading properly. IIRC, he highlighted scripts that merited examination.
I first noticed the issue when Firefox 91 was the release candidate. That seems to coincide when other reports started arriving here. However, it affects earlier and later versions of Firefox, both 64 bit and ESR (as well as Nightly, btw).
It appears to be a Firefox only issue. I have not seen, nor have I read about it affecting any other browser.
And even though the issue began about Firefox 91, my testing shows it retroactively affects versions back to (at least) 76. This seems to indicate it is at least partially due to a FS code change. The issue also effects versions forward to (at least) 96.
I have read about people who found temporary relief in deleting their cache and cookies. Early on, I tried deleting cache and cookies - but only the ones created by FamilySeach (leaving all else). That did not help my issue.
For the last month, I have been using a clean (not upgrade) install of ESR 91 (no extensions) without an issue. I use the browser only for FS, Ancestry and the occasional related search.
Yesterday the issue returned (on ESR 91). This is what preceded it. For a few days I had been browsing more non-FS/non-Ancestry pages than usual. Yesterday I ran into pages with gross and distracting sponsored content so I installed the uBlock origin and Kill Sticky plugins. The issue began shortly thereafter.
If I may offer a thought. I would understand a desire to zero in on the extensions I installed. However, I think when considering all of the above, the size (or possibly content) of the cache may be a dominant factor.
Possibly related: Two days ago I saw the browser (ESR 91) becoming sluggish. It was the first time. Only FS and Ancestry tabs were open. Soon it was spiking my CPU and became nearly unresponsive. I used Restart Normally in About Profiles. It behaved afterward.
I hope the above helps. I heard a month ago that FS devs were dedicating some resources into resolving our ongoing Firefox issues. I hope that is still the case and that they will volunteer an occasional update.
Thank you.
Below are some details about how the page rendering issue unfolds.
My experience is that the front page circles are a later manifestation.
The first symptoms usually show on the attaching sources page, where once one clicks Add to add the event, the content of the event disappears as it slides to the right, into the subject's column.
Also, when adding new people from the Attach screen, the birth and death field sections don't appear (in the add person frame).
After this, merging tends to be the next victim.
Once the issue begins, it eventually grows to the point where it effects a wide variety of pages within FamilySearch. For me, it always begins with the attach page.
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This has been an interesting thread of comments about the problem that seems to only be occurring in the Firefox browser.
FamilySearch does its best to provide support for the current and one previous version of Edge, Chrome Firefox and Safari as described in the following knowledge article from our Help Center. We hope this compatibility article is helpful to you.
If there are problems and they are unique to a specific browser, rather than assuming the problem can resolved by FamilySearch, please consider that the problem may need to be addressed by the support team for the browser that is being used. Most browsers have a Help link on the About page for their browser settings that will allow you to let them know if you are having problems with a specific site. This is often a way that you can help resolve issues that are related to a specific browser.
As always, good browser maintenance includes regularly deleting temporary files and cookies that can keep your browser from completing your commands; so this additional article might be helpful.
It is wonderful to hear that you have been having less problems in the last couple of days and we hope you will continue to be successful when using your preferred browser to access FamilySearch.
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Today's update: Search is broken. All search attempts result in a blank white screen.
Just going to this address lands me at a blank white screen. https://www.familysearch.org/search/
So far, I've tried on 3 different versions of Firefox on two different computers.
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Today's update: Search is broken. All search attempts result in a blank white screen.
Update to the above: This was caused by two domains (sdk.split.io & auth.split.io) being present in the Adaway DNSBL ADs list and getting blocked by my firewall.
I've whitelisted them while I puzzle out what their function is.
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from the attached quote: "
If there are problems and they are unique to a specific browser, rather than assuming the problem can resolved by FamilySearch, please consider that the problem may need to be addressed by the support team for the browser that is being used."In my post I addressed this (and bolded that part) where I wrote
"
even though the issue began about Firefox 91, my testing showsit retroactively affects versionsback to (at least) 76. This seems to indicate it is at least partially due to a FS code change. The issue also effects versions forward to (at least) 96."The timeline is this: All versions of Firefox were unaffected, until about when Firefox 91 gets released. At this point, FamilySearch goes wonky for users of Firefox 91. But not just users of 91; earlier versions of Firefox are also affected.
If it were strictly an issue with Firefox code, no versions of Firefox before 91 would be impacted. We could just use ESR 76 or whatever and carry on without an issue. As near as we can tell, all versions of Firefox are affected - including versions with code that hasn't been touched in a long time.
This strongly indicates a change in FS code is what triggered this issue that has been going on for months.
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