Images are not loading
For 3 days now. Can you help?
gaby
Best Answer
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I have seen several complaints from Apple users on several different threads. I just read that a couple people have it working now. Please let me know whether or not this is a problem for you.
https://community.familysearch.org/en/discussion/138007/sources-not-opening#latest
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Answers
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How to correct a software problem “error loading image”. I now have the same problem on an IPad and IPhone. If the image does load, it is unreadable and unmanageable.
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Indexing can be tricky on apple products. You first want to be sure that your devices are updated. IPads must be operating with iOS 10+. The acceptable browsers are Safari and Chrome (the current and previous version). Also delete cookies (See shortcut link in the above answers). IPhones are definitely not recommended for indexing and not supported.
Here is a link to a help article that might give you more information. The related article links at the bottom of this article also delve more into the issues.
https://www.familysearch.org/en/help/helpcenter/article/which-internet-browsers-are-compatible
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I am also getting the error loading images message on my iPad and iPhone. Images loaded fine on Friday but starting Saturday, no images would load. My Safari is up to date and I have cleared my history and restarted my iPad and that didn’t work. Downloaded chrome for iPad and that didn’t work. However, when I logged in my windows laptop, all images loaded. This is clearly an issue with IOS and apple products but I haven’t been able to figure out how to fix it. Any assistance would be appreciated.
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For the last several days I have been unable to view any documents from either an iPad or iPhone. I see the same behavior using the App and with the browser directly. Has anyone else experienced this?
I am able to search and and locate documents, but if I attempt to view to original document it will only show the thumbnails. From there if I select to view an individual document I get a message “Error loading image. Please try again later.” It will also occasionally first pop up a dialog stating “Open Web Page. This web page is not located on the FamilySearch website and will open in your browser.” Clicking OK does nothing.
I’ve tried clearing the browser cache, clearing the app data, deleting and reinstalling the app, rebooting the devices, upgrading to the latest OS, and nothing has helped.
Note: this has nothing to do with the throttling that occasionally happens when viewing a lot of documents in rapid succession. It’s not a matter of waiting; I have been unable to view anything for days. Weirdly, I am able to select ”download” from the tool menu and it will download, but this is a painful process and doesn’t allow for easy browsing.
With my same account I can go to the site from my PC and everything seems to work fine, but from my iPad (where I do most of my work) or iPhone it has become almost impossible to use.
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Sounds like an administrator for this page needs to let Indexing Operations know there might be a problem. I am not noticing any problem with images on a Mac, except the Image Bar is gigantic, taking up 1/3 of the image window.
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I think for one of those days - a Moderator said something was actually down. I have no idea whether that could be the case for one of the mirror servers you might be connected to around the globe (if others from your area report the same issue that might be a clue).
Otherwise there are several other threads/posts of users reporting the same issue. I can only assume the same problem - 'throttling' as a result of accessing maximum of images within a certain time period?
I guess you will need to explain what, where and how (URL, OS/browser version, connection type) you are accessing for a Moderator to look into the issue. Did everyone having a problem apply an OS/browser update or something? Or perhaps a provider's certificates expired or there is a DDOS attack occurring?
Help FamilySearch help you by giving more information.
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I have been trying for two days to access image files specific to North Carolina and Tennessee - birth registries, marriage registries and certificates, death certificates, etc, and when the link to the image opens in a new tab, the image is "garbled" and I get a message that there was an "Error Loading Image - Try Again Later." For instance, I searched for Robert Fulton Smith and Carrie Loy married 1906 in Tennessee, and found a source which includes an image file. I cannot open the image. Here is the link to the image file: https://www.familysearch.org/ark:/61903/3:1:3Q9M-C9T4-33WG-N?mode=g&i=529&cc=1619127
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Here is an example.
https://www.familysearch.org/ark:/61903/3:1:3QHV-J3DK-ZVDJ?i=308&cat=171274
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Update to my message: I discovered that, although I cannot view the image in FamilySearch, I can download it, and it's clear. So, the problem is the viewer function of FamilySearch.
Also, @GabyLaitem, I cannot view the images in the link you posted.
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I have an iPad and opened a couple of different projects with no apparent image problems. Please post the Batch Code (Help>Share Batch) for a problem batch and I will try it on my device.
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There's been a bunch of threads on not being able to see images - maybe engineering is working on it.
Donna above and another thread say if you download the image you can view it - that may be a work-around until fixed. 🤞
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I am having the same issue on the web interface. I saw it first yesterday. For now, I won't be examining any historical record images.
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I would like to understand if this is an actual bug on Apple platform or what might be going on. There are a couple of mentions of a similar issue on Twitter, but otherwise not much discussion. Maybe most people use this form their desktops and it just hasn't been noticed, but this has basically ended my ability to do any work on the iPad or iPhone
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@LawrenceGay @JaneRumora I am seeing several discussions where users are complaining about images not loading on Apple products. I just saw that a few people have it working again. Will you please let us know if you are still having this problem?
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Yes, this seems to have been fixed. Thanks!
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I work on Apple computer or IPad, using Safari.
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Yesterday, I was traveling. I just tried and now, it is working.
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I merged four discussions here. I have not seen anything new for a few days regarding the Apple devices not loading images. I am hoping the bug has been squashed. Please reply if you are still having this problem. Otherwise, good hunting.
Maile🙂
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I have actually been having this problem for a few months now. Sometimes I can view images with zero problems and other days I get the “Error Loading Page”. other times it works fine and then half way through i get that mean lil message. I mostly work on my iPhone, other times my iPad both have Safari. I cleared out history, downloaded (firefox, edge, chrome and opera) and still the same issue. If I borrow my mother in laws laptop which uses edge. I get zero problems so that means its an IOS issue. Idk if people with Macs have a problem but I would assume no as thats a different OS system than the IOS system which is found on mobile products. Has anyone found a fix for this. It is so frustrating trying to work on going through images and get that message nonstop especially in the middle of a product. Also I saw some people say they are indexing but I’m on viewer not indexing.
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I am unable to download images - as soon as I click on the VIEW ORIGINAL DOCUMENT button the screen goes white and the image no longer appears. It appears as though the image is being blocked from downloading. Thus is happening on my DELL laptop. I have tried to view the same image on my iPad and it works fine. I would be grateful for any help getting this fixed.
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What operating system and browser version are you using? If they are older and you can update/upgrade I'd probably recommend that as a first step.
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The engineers made some changes to this. Has anyone in this post had this issue in the last 30 days?
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