In the Family Tree record hints when click sometimes display "We're unable to show this record..."
What is happening here? Is this an engineering issue in tree? Is this an historical records restricted record issue? I am an HR help desk missionary, and am confused about how these should be handled. Should we go to the collection and look for the person whose page shows the record hint? Should we expect to find them in the index? Please explain what is going on. Thank you. Example https://www.familysearch.org/en/tree/person/details/PW3T-DK2
Answers
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Rights Management, directed by Contract and Compliance, is updating record collections worldwide through year's end. This may cause record hints to appear for restricted records before permissions are updated, resulting in denied access. In your example, Honduras civil registration records are available through 1949; so hints for 1950–1968 would fall in the restricted range. Restricted records are not searchable so, no they won’t be found in any indexes.
You can help users avoid confusion, but there will understandably still be some frustration. If there is good reason to believe the restriction is in error, you can always report it for further investigation.
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Thank you. I believe I understand the interactions going on between tree and historical records now.
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@SerraNola Can you please clarify what will happen to the existing hints after "permissions are updated"? Will users who are currently seeing these "unable to show" messages still see the hints and the errors, in either their home page list or while looking at profiles, tree views, etc, or will they completely vanish from the purview of such users?
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@JulianBrown38 After permissions are updated the underlying record is restricted and the system blocks access. There can be a lag time before back end cleanup fully removes it from the user interface, and then, yes it will completely vanish.
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Above issue submitted Nov 2025 … now 3+ months later and still seeing error message on the following Germany PID's:
L764-PGY — 3x sources can not viewed; error message states can not be viewed
L7X2-6WK —1x source can not be viewed; error message states can not be viewed
LCLY-35D —1x source can not be viewed; error message states can not be viewed
LZ6M-8M6 — 1x source can not be viewed; error message states can not be viewed
Is there any location where these sources can be viewed?
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I do not know why these records cannot be viewed, since the images are all accessible. They do not appear to be legitimate restrictions, but I will try to get an answer and get back to you,
L764-PGY was not a valid ID.
L7X2-6WK Marriage Record #5 on this image: https://www.familysearch.org/ark:/61903/3:1:3QSQ-G9L6-MNL5?i=206&lang=en
LCLY-35D Death Record #99 on this image: https://www.familysearch.org/ark:/61903/3:1:3QS7-89L6-MZWN?i=1233&lang=en I went ahead and attached the record since it was clearly a match. You should be able to open it in Sources, but it will be displayed with a padlock.
LZ6M-8M6 Death Record #87 on this image: https://www.familysearch.org/ark:/61903/3:1:3QS7-89L6-MJ39?view=explore&groupId=M9FF-6S7&lang=en
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