Problem with Tree View loading repeatedly and not displaying
This is happening to me whenever I try to view any tree. The page tries to load over and over without showing any actual information. The two navigation bars at the top flash for a short time, replaced by just the top one navigation bar, and then just a blank page with a rotating circle. it does this over and over again. The URL shows the id of the tree I am trying to view (e.g. https://www.familysearch.org/tree/pedigree/landscape/LL76-DWJ). This has been happening for over a month now.
I am currently using Firefox 114.0.2 on Ubuntu 20.04.
Steps to reproduce: Click on the item "Tree" in the second navigation row on any page. Or click on "Tree" from any person's info card.
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Your URL takes me to the New Pedigree view:
Switching to the Old Pedigree option, I get the same view https://www.familysearch.org/tree/pedigree/landscape/LL76-DWJ
For others who may try to help, lengthy troubleshooting discussion at https://community.familysearch.org/en/discussion/comment/518170#Comment_518170
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Hey, @Thomas Michael Bartold. I have looked through your previous discussion, and I am sorry for the frustration you are experiencing with the rollout of the redesigned pedigree views. A few months ago, a switch was made to have the redesigned landscape pedigree be the default for anyone using the landscape pedigree view.
We generally support the latest few releases on evergreen browsers. I am running the same release of Firefox on a Mac, and do not see the same issue as you are reporting. Even manually running Linux and Firefox 113 through SauceLabs appears to behave as expected.
We still want to help, but troubleshooting will now be much more obnoxious. If you can use a private browsing window, open up the web developer tools, and inform us of the behavior in the console and network tabs, we can try to remote debug a bit further. Sorry for the hassle.
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In a private browsing window with developer tools enabled, I can watch the console fly by with loads of errors and warnings that accumulate, clear, and repeat, so it's hard to report them.
Here's an attempt at select-all/copy/paste (these are some of the red/error messages, there's others also, but the big one at the end flashes too fact to grab it):
Some cookies are misusing the recommended “SameSite“ attribute 10
Loading failed for the <script> with source “https://js-cdn.dynatrace.com/jstag/15c157a40ab/ruxitagent_A2NVfqru_10253221019152312.js”. LL76-DWJ:110:142
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://auth.split.io/api/v2/auth?users=cis.user.MMM3-BZ6D&users=A_296. (Reason: CORS request did not succeed). Status code: (null).
2
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/A_296. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/splitChanges?since=-1. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/A_296. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/splitChanges?since=-1. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/A_296. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/A_296. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/splitChanges?since=-1. (Reason: CORS request did not succeed). Status code: (null).
2
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/cis.user.MMM3-BZ6D. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/splitChanges?since=-1. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/splitChanges?since=-1. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://sdk.split.io/api/mySegments/A_296. (Reason: CORS request did not succeed). Status code: (null).
2
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://auth.split.io/api/v2/auth?users=cis.user.MMM3-BZ6D&users=A_296. (Reason: CORS request did not succeed). Status code: (null).
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://auth.split.io/api/v2/auth?users=cis.user.MMM3-BZ6D&users=A_296. (Reason: CORS request did not succeed). Status code: (null).
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In the network tab, there are also a lot of errors showing up. It seems to cycle through about 3 or 4 different pages of messages. The page that stays on the longest has a number of CORS Failed and NS_ERROR_DOM_BAD_URI messages in the Transferred column:
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Here's screenshot from the console:
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Since you have not replied, I expect that this is something that no one is able to fix.
I was able to use a different computer to log in and view trees on my account. I then set my account to use the OLD PEDIGREE VIEW.
I have now returned to my computer and am able to view trees using the OLD view.
I really, really hope you do not remove the OLD view, as the NEW view is broken. I cannot view trees using the NEW view.
I am still willing to help you troubleshoot your NEW view, but there really is no reason for me to do so now that I have been able to get back to the OLD view. If you really are planning to eliminate the OLD view, then I really hope you fix the NEW view first.
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@Thomas Michael Bartold, we appreciate your detailed debugging help. The old view will be phased out before the end of the year, and so we will need to work on addressing the issue you are experiencing, especially if it is more of a general issue that would be experienced by all Linux users, or something of that nature.
I have reported your issue to the team responsible and have been on vacation for the past three weeks. I still see the bug report on their list of issues to triage, but they are dealing with a high volume of requests and low count of active engineers at this time.
One of their next steps would be to utilize your username and helper number to see the site from your exact perspective. If you would like to PM that information to me, I will add it to the report, which could help expedite matters.
We just ask for a bit more of your patience as we attempt to get things sorted.
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@Clif Bergmann Thank you.
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It seems I have the same problem using Firefox 117.0b3 (developer edition).
I have been experiencing this since I tried the new tree new tree view last year. I came back to check on some contributions that were made on my tree (awesome, btw) but there's no easy way for me to see it. I can't find an option to go back to the old view this time though, so I assume it was phased out.
On the console I can see a bunch of CORS errors, but that already happened on the old view and so I believe shouldn't be causing the problem. The main difference I see are these:
One of these is triggering a page reload (message on bottom).
When I try to view the tree from my own user, an uncaught exception also happens. I don't think it's related, since the reload is triggered on both cases but here it is:
Please let me know if there is anything I can do to help more here. I really love the platform. It greatly helped my family reconnect with our past ❤️
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So sorry to hear the pedigree view is giving a few of you some trouble. Previous attempts to reproduce this issue on our end have been unsuccessful, so we are hoping some additional information can help shed light into what is going on. A few questions that may help us out:
- Are you currently using any browser extensions in Firefox? Does the issue still occur with those disabled?
- Does the issue appear on other browsers as well, or only Firefox?
- Are you using any software that may block network requests? (ad-blockers or otherwise)
- Does the issue persist when cookies and cache have been cleared?
- Do any other pages on FamilySearch give you similar issues?
Any information you can give would be appreciated. Again, we apologize for the inconvenience, and thank you for you patience while we look into this!
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To answer your questions:
1.Yes and yes.
2.I do not have another browser installed.
3.In the browser? Yes. But problem persists when removed.
I also have a system firewall. Disabling the firewall does not make a difference either.
>ufw status verbose
Status: active
Logging: on (low)
Default: deny (incoming), allow (outgoing), disabled (routed)
New profiles: skip
4.Yes.
5.Only the new pedigree tree views, Landscape and Portrait. Old pedigree tree views continue to work fine.
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It seems this has become a little more critical for me. It now says: "The new pedigree page has new features you should try. This previous version will be retired after August 2023." That's just 2 weeks away!
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After trying to debug the issue for a while on my own and on a call with @Tyler Graf , I believe I found what causing the issue for me.
My family uses network-wide VPN service on our house to help mitigate some of the tracking that happens on the internet these days. It has an "adblock" setting with three possible values:
- Do not block anything;
- Block malware only; and
- Block malware, ads and trackers.
It is usually set to the third option. I tried it around and, with the second and first options, it works. It's likely that something is being considered either a tracker or an ad on the new Family Tree view (pedigree).
For reference, this is the VPN service we use and this is their ad blocking feature.
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@nathan_cruz77 I will have to try this. I use protonvpn also.
Update: Changing the vpn to not block ads works. You're right, it's likely that something is being considered either a tracker or an ad on the new view. Is this something that we should follow up on with protonvpn?
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I definitely think we should follow up with Proton regarding this. I'll open a support ticket with them later today.
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It seems like something changed. I can now load the page even while using ProtonVPN's NetShield on the most restrictive option.
Is it working for you now, @Thomas Michael Bartold ?
I was trying to follow up on a ticket I had with Proton's support staff today but was unable to reproduce the issue to send them further details so I imagine something changed on Family Search's side.
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@nathan_cruz77 It appears to work for me also. Thanks for letting me know.
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