Is the FamilySearch.org website down or having problems?
I keep getting a "500 Internal Server Error" and the below message. It started about 9:00 p.m. California time last night and am still seeing it today.
Internal Server Error
We are sorry, but the page you are trying to access has an error.
I've already cleared the cookies, tried a different browser although this is the browser I always use, tried it anyway, but still not working. I've done all the normal tasks and nothing is working so thought I'd ask here.
Thanks
Answers
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I had one error message, regarding technical difficulties, about an hour ago. A refresh of the page restored order. Other than that, no problems, and I'm active on the site non-stop every day.
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Thanks for your reply Aine Ni Donnghaile.
It's still going on unfortunately in my neck of the woods. I can get logged in, but cannot bring up any source files and such, very limited to what can be done. I am on the site every day also, and this is the first time I have ever come across this "Internal Server Error (500)", and I have been using this site for years. I have tried refreshing the page, logging out and back in, different web browsers, you name it, I've tried it! All other websites are working just fine too, just not FamilySearch.org. Thanks for your help anyway.....
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Try resetting the FamilySearch cookies: www.familysearch.org/cookies
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Thank you Amy Archibald,
I just tried that hoping it would work, but it did not.....
Internal Server Error 500
We are sorry, but the page you are trying to access has an error.
What's Next
Return to the home page Or choose a new activity from the main site menu.
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Here is what I found on Microsoft's website regarding the error. So, I guess I just have to wait. They are probably working on the problem. I'm sure I'm not the only one having this problem. Thanks for all the help everyone!
From Microsoft:
(500 Internal Server Error)
If you try to visit a website and see a “500 Internal Server Error” message, it means something has gone wrong with the website. This isn’t a problem with your browser, your computer, or your internet connection. It’s a problem with the site you’re trying to visit.
How to Fix It
This is a problem on the website’s end, so you can’t fix it yourself. Whoever runs the website will have to fix it.
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@Hungertime since this Community is hosted by FamilySearch, not everything is down. It may be one server or one cloud sector.
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I have also had this error sporadically over a the days and months.
for me it has never been consistent - - changing computers or browsers I think can alleviate the error sometimes - or maybe that is simply that creating a new connections - resets things so it works.
I think this is a combination of some sort poor configuration on the server side - but also with factors on the client side that seem to make it much more common under certain scenarios - but I haven't quite figured out what those scenarios are.
I also wonder if it is some sort of cloud based issue - such as a problem with one load balanced server but not another etc, - thus why it is so inconsistent.
but over the past months I have sporadically gotten errors like this - much more commonly than ever in the past
and because it is so hard to replicate - I think the engineers are not realizing just how common this happens.
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yes - normally a (500 Internal Server Error) - means something is wrong on the server side -
BUT I think n this case it is a rather false error and something is making it look like 500 is the error - when really its something else.
Like for example if you get a 404 (file not found error) - you usually assume it is a problem with the server and the file needed is just not where it needs to be - - but in actuality - the file can be exactly where it needs to be - but mis-communication between the client and the server as well as network issues and browser issues - can make it seem like 404 is the error when it is not.
I think similar things are happening to the 500 error.
I say this because in my experience the error seems to be so inconsistent - and just switching computers or browsers can make you no longer see the error - for a time . . . until it pops up later.
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FS record vewing has been behaving really, really poorly for the last week or so here. Records aren't loading, or require four or five reloads to display. It feels like something has completely bogged down those servers.
Other typical profile navigation and editing features seem OK.0 -
I have errors quite a bit. They seem to always occur when I am searching something: records, tree or clicking the FamilySearch option from an ancestor profile page. Besides the 500 error I also get a lot of blank pages. Sometimes clicking refresh multiple times fixes it. Sometimes I have to do the search again. It is very annoying, but the research here is so valuable I will continue to plod through until it gets fixed. It seems worse at some times than others, but I haven't documented this. I have windows 11, and maybe latest and greatest is not always so great. Perhaps that contributes.
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Re the 500 error and redirects to blank pages - I've been having that problem for the last month. Am using Chrome on an HP Envy with Windows 11. Very frequent but sporadic on when it happens and is sometimes solved by hitting the Refresh (up to 30 times). It did not happen when i was using Windows 10. Very frustrating to do research and very embarrassing when working with a patron,
Another little glitch - when I search for an individual using FIND and opt for the FIND BY ID, I usually get NO RESULTS FOUND. But if I drop the same Ancestor ID into the RECENTS search, I get an immediate response offering the name of the ancestor. If I click on Go, I am sent to the Person page of the correct individual on the first try.
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I started having the same problem: "Site Error" or such. My problem started when I was unable to bring up my "Temple" reservations or such. The "Temple" Icon across the top of the page is not showing up when I open my normal browser which is "Avast". When I went to "Google chrome" the Icon was there. 4 days now and still having the same problem. Need Help....
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Id really like to see the moderators confirm that Engineers are looking into this and taking some serious action to work with specific users to get this resolved.
This is a broad system wide issue (albeit sporadic and not always perfectly reproducible)
Just the other day I was talking to a FS engineer - about a similar issue and she was pointing out that she was checking through the logs and didnt see what I was reporting (and thus they were totally blind to the issue)
I feel that many of the 500 and other similar errors - though they normally mean a problem on the server - are actually reflective of a complex issue with at least some various causal factors on the client side that the server side is never really logging or aware of - - meaning that errors are happening - but no one monitoring the server /system may even be aware that these errors are actually happening.
These are some of the most difficult issues to troubleshoot -because the engineer may not even see them - nor at times not even be able to replicate them.
To resolve this engineers really need to talk directly with a person that can replicate this issue in real time - and then the engineers seeing if the errors are being reported on the server side -and if not - - why not - - which could be a complex nut to crack.
its probably more an operational/environmental issue (cloud/distributed computing) - rather than a bug specific to code that FS engineers building the individual pages have coded. Which again makes it so hard to debug.
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Hello All!
Well, the "500 Internal Server Error" is still going on. It started about 9:00 p.m. on June 19 with no resolve in site.
I do agree with Áine Ní Donnghaile, who stated that it may only be 1 server on the FamilySearch.org website, so it does not affect the whole website. Although, on my end it is still affecting the same areas. I cannot open any sources or get into my messages or notifications. I tried using the website on my mobile phone also, with the same results.
It does not seem to be a false error, as Dennis J Yancey had stated: " I say this because in my experience the error seems to be so inconsistent - and just switching computers or browsers can make you no longer see the error - for a time."
I seem to be getting a very consistent error every time and for me, changing browsers or computers did not help at all, also with the "Sources" not opening and the "Messages" and also "Notifications" will not open which has been consistent with this "500 Internal Server Error".
Another thing I just noticed that will not work either is on the left hand side about the middle of the page their is a FamilySearch icon that says "Feedback". Clicking on that does absolutely nothing. So I can't even notify anyone that way.
Does anyone have any suggestions as to how to contact or message FamilySearch's Tech Support Department? Through the site map, I see a link that say's "Developers", I'm going to start there, and I'll report back here tomorrow evening and let you all know if they are aware of the problem, or if they direct me to the proper department and what department that is.
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Well, I struck out with the Developers Department! Here is what that page says:
The FamilySearch Developer Program is now closed to the general public; however, you may be eligible to become a FamilySearch Solutions Provider if your business is prepared to deliver innovative solutions to help meet the needs and challenges involved in today's family history industry.
I can't believe they have not link to a Tech Department....LOL! I'll keep trying.
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Ha! Ha! I seem to be in an endless loop and everything I click on brings me right back here! This is too funny!
The last item I tried was the "Feedback" icons. One brought me directly to this page. The second one mentioned if I had a complaint or needed technical help to click on that icon, so I did.....and here I am again! LOL!
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Did you try the contact option for live phone support? https://www.familysearch.org/en/fieldops/united-states-and-canada-contact-us
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Linda might be on to something here. I'm running Windows 11, and the problems do seem much worse when I'm using Chrome than when I'm using Firefox. I also have stricter cookie and tracker blocking set up on Firefox.
Edit: A publicly-accessible bug tracking database is also way, way overdue here. Posting threads on a bulletin board is barely a step above using carrier pigeons.
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I also think I had more issues with Chrome - which I was a little surprised since I have normally found it pretty stable.
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nasupport@familysearch.org - This is an email contact address. You can email their support anytime and it states that you should hear back from someone within 24 hours. So, I emailed them and briefly explained what was going on with the "Internal Server Error" message. Will update......
It used to be so easy to talk to someone at FamilySearch.org a few years ago, I wonder what happened for them to make it so hard to get in touch with anyone now.
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I'll add my two-cents. This has been going on with me for several weeks. When I try to "find" someone using their ID, I get the error message. If I keep trying, usually 3-10 times, the person's page will finally come up. Then I do it all over again with the next person I am trying to access. Very frustrating.
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@kentblainebuckner1, if you already have the ID, then you don't need to deal with Find at all: just paste the ID into the box at the top of the Recents menu.
Of course, this doesn't address why some people are experiencing so many errors.
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I cannot access my sources and I cannot load a source - the little circle just goes round and round and never resolves. My sites are also coming up in the diminished view and I have to open them to get details, family, etc. I also can't access find my relationship - it says an error has occurred.
The frustrating thing is trying to find out what is wrong and a place to report it.
metosh
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This is a copy of the email I sent to the support email and the reply they sent back:
I keep getting this error:
"Internal Server Error"
"We are sorry, but the page you are trying to access has an error."
It is very consistent and is also affecting my "Messages" and "Notifications". I cannot open any "Sources" at all. The find relationship is not working and after a few minutes times out with an error, or say's not found. If I can get a page to come up at all, when it does open, everything is closed and as soon as I click on details, I see the "500 Internal Error" message.
I have tried four different browsers, Chrome, Avast Secure Browser, Opera, and even the Edge browser. All are up to date. All my browsers are clean, meaning there are no cookies and such to clean, no history, etc. I have tried several of your various icons to click on for help. The only place they seem to want to send me to is the Community Discussion Board. I've been in an endless loop for over an hour now. Even the "Feedback" icon on all of your websites pages are not working at all. Finally, on one of the looping pages your nasupport@familysearch.org showed up right in the middle of the page. It was not there before now or I would have emailed sooner. So, that's how I got this email. There really needs to be a better way for people like myself to be able to contact the correct department when there is a problem. Your "Developer" link states that it does not deal with the general public?
Now, how do I get the information I have to the correct department regarding the errors I am receiving upon logging in to the FamilySearch.org website? Also, there a few others on the Community Discussion Board who would like to forward their errors to that department also in hopes that this error will be corrected, since we all seem to have the same type of errors showing up and at the moment it is repeating itself every day. As you know, sometimes server errors are not consistent and are hard to solve. This one seems to be very consistent at the moment.
Let me know please.
Thanks for your help!
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Reply from FamilySearch Support:
Thank you for contacting Family Search Support regarding Internal Server Error.
When this happens, please try another browser. Compatible browsers are Edge, Chrome, Firefox or Safari. Please be sure you are using either the latest or the version before the latest to have accessibility. Also you should clear the cookies/cache from the browser you are using to have optimal usage. Clearing your cookies in Family can be done by typing www.familysearch.org/cookies. Click Yes to Reset. Reboot your computer.
Hope this helps.
In addition to email, FamilySearch Support offers other options to obtain answers to FamilySearch questions and problems. These options include:
- The Help Center (https://www.familysearch.org/en/help/helpcenter)
- Phone (see Contact Us - https://www.familysearch.org/en/help/helpcenter/article/contact-us)
- The FamilySearch Community (https://community.familysearch.org/)
- Wiki (https://www.familysearch.org/wiki/)
Blog (https://www.familysearch.org/en/blog/
Thank you
Family Search
~~~~~~~~~~~~~~~~~~~~~~~~~Well, it appears they just don't read their emails. They see the very first part about an internal server error and automatically send out the "Clean your cookies" email, without even reading that it has already been done. I guess that's strike two! LOL!
I'll try again tomorrow, and in the meantime try some of the above items and see where they lead.
I'll update as soon as I know something. So frustrating.
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In the last 10 years of professional past I had two jobs as system administrators for large systems, and besides the usual monitoring of errors, integrations, outages and complaints from high visibility users, I always made a point to work part time (a few hours a week) on the help desks. THAT is where I learned the most about instability, dumb programming and bad configuration decisions. It makes me wonder how the server side of FamilySearch is being managed. Who is bridging the gap between user experience, and engineering/managerial decisions in the database?
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Evidently I am having the same problem as anyone else on this discussion. I have read all your comments and suggestions. I tried the renew cookies route as well as others -- nothing! I am persistently rerouted to the "sign-in" page. I suppose it will continue until it happens on the "fix it" peoples computer.
JK
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@Hungertime I am so sorry that you have waited so long for an answer. This was brought to my attention last week and I just didn't get to it - again so sorry! I am the new community manager and I am working really hard to make things better here in the community to get help.
I am assuming you are still having the same issue. I may have missed this but the thread has gotten pretty long. I read through it and don't remember seeing what system you are on. There was some discussion of Windows 11. Which system are you on?
I will get this to the engineers right away. Sam 🙄
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I was given a few suggestions to try.
- I don't see that you tried Firefox. If not, try Firefox.
- Use an incognito or private window.
- There may be an issues with blockers. Here is an article about those: https://www.familysearch.org/en/help/helpcenter/article/how-do-i-keep-pop-up-blockers-from-causing-issues
- This was suggested above. I'm adding it here so the suggestions are together. A website for cookies - www.familysearch.org/cookies - that specifically clears FS cookies. There is sometimes an issue if cookies get too big and this helps with that. Also the engineers released a fix on 7 July that helps address the big cookies.
The person who gave me these suggestions is looking into this further. We may need to schedule a 1/1 meeting to get in and see what your computer is doing. Please post whether the issue still persists.
Sam🤔
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Hi All!
Thought I'd give you an update on my progress so far.
After several back and forth conversations, it appears from what Family search. org is telling me that all these problems we are all having started when Microsoft stopped supporting their Internet Explorer search engine that is now retired.
To keep everything (servers, etc.) up to date and current, and keep everything running smoothly, they did an update to their systems as well. But, for some unknown reason this did cause some glitches in the system with a few internet browsers. They have repaired some of the glitches and are working on others as they are made aware of them. I made a copy of all of our posts (without any user names attached) that showed the different problems we were all having, with most of us seeing the same type of problems.
A couple days later they sent me an email with a possible fix until the problems are resolved. They said to download a new browser onto your computer. Basically any browser should work as long as
1. You don't already have it on your computer, or have had it on your computer in the past where hidden files or cookies, etc could still be hidden in your computer to where re-downloading will activate and reload those old files.
2. Make sure to run a program to check for malware. Clean, and restart your computer.
(I used Malwarebytes)
After checking for malware which found nothing, I also ran the CCleaner that did find a couple old cookies. (You can download it from their website at CCleaner. com). Both Malwarebytes and CCleaner have free versions that work great.
Then, I noticed that CCleaner now has their own browser and I have never used it before, so I downloaded it, (it is free also) tried it, and it works great! I'm now able to get into the sources and everything with no problems at all so far. No error messages or anything. Time will tell.
So, that is the latest update so far. At least they are aware of some of the problems and are trying the best they can to address them.
Hopefully everything will be fixed because I have a lot of bookmarks and have added apps to my browser that I usually use with Family search that would really be a pain in the neck to have to add them all to a new browser.
So try this, and hopefully it will work for you too.
For those that were asking, I am on a Windows 10 platform on a Dell Computer.
I'll update if I get any more info. Thank you all for all your help on this.
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I'm sorry I forgot to mention one thing. Also run the Family search. org/cookies as suggested above from other users. Do all of it before you download a new browser.
To: Sam Sulser above, I did not try Firefox because I had just taken that one off of my computer about 8 months ago. So, I didn't want to use a browser I had already used on my computer, which is what FamilySearch said will probably not work for me.
Thanks for the info!
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