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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Three months later, and nothing has changed. I get the error on the website when I go to the Contacts page; on the Family Tree app, my contacts list is empty. FYI I am not a church member, if that is relevant.
When I add a contact, I get a message saying that the contact was added successfully. If I click on the same user's name again, the the button in pop-up dialog is labelled REMOVE CONTACT where it previously said ADD CONTACT. If I click that button, I get a message saying that the contact was successfully removed.
I'll flag this again.
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@JulianBrown38 Several people have tried to replicate this problem without success. We have sent this in to be looked into further. Hopefully it will be resolved soon, but we don't have a timeframe for you since we can't duplicate it. Thank you for your patience and understanding.
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Discussion reopened
@Ashlee C. Thank you for reopening this discussion in response to my flagging it (if it was indeed you who did so). I have only just discovered that it was reopened when I came back to view it again because I have found another issue in the Android FamilyTree app.
Suggestion as to what might cause my contacts list to not be displayed
This is the reason why I flagged this discussion in March. I wanted to add a suggestion. For the record, this is the text that I submitted when I flagged it:
Suppose a user whom I have added to my contact list subsequently is banned, removes their birth date, or some other circumstance occurs that would prevent me from being able to chat with them. What would happen if I attempt to display my contact list? Would such a scenario cause the process to faceplant as it does?
If there is such a problem, that might explain why I am the only person to have reported this issue.
Additional related problem in the Android FamilyTree app
If I attempt to add a contact from a user pop-up in the app, the app responds with a message "There was a problem adding the contact. Try again later.". If I tap the user name again, immediately or a few minutes later, the pop-up still displays "Add Contact". However, if I go to the same profile on the website and check the pop-up for that same user, I find that the user has in fact been added to my contacts (i.e. the pop-up on the website displays "Remove Contact").
When I eventually returned to the app several days later, I found that the user pop-up finally displayed "Remove Contact". This was without my having done anything to change the contact list in the meantime. I found that I could successfully remove the contact from within the app without any error message being displayed. But then, when I attempted to add the contact again, I was back to square one.
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@JulianBrown38 I am on the Android Tree app version 5.3.1. I am able to add contacts from the user pop-up card, and it works just fine. The option changes immediately to "Remove Contact" and the change is also immediately reflected on the website.
I have no explanation for why you and I have such different experiences, but thought I should share what I'm seeing.
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@Alan E. Brown Thank you for advising what you are seeing. My version of the Android FamilyTree app is also 5.3.1. This reinforces my suspicion that there is something unusual about the profile of at least one of the users that was already on my contact list at the time I started this discussion in March. Hence my musings about the effect of a possible change in status for such a user after I had added them to My Contacts.
@Ashlee C. Would you be able to pass the information that I provided in the third section of my previous post to the engineers for review, please? Thank you.
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