General Chat

I agree Christine. Since I first reported the problem I have had a reply to say that it was being passed to technical support but since then I have heard nothing despite a gentle reminder. I agree it would be good to be kept informed.

Whilst I can access the tree database (search surnames) the tree builder will not load with any browser on either of my two computers.

Just to confirm I have emptied the cache.

Looking forward to hearing from someone for at the moment the system for me is unusable.

All these people plus myself have a problem viewing their family tree, Wouldn't it have been nice if we had some kind of communication from the SUPPORT GROUP to advise us they are looking into the matter?

I know my problem has been going on for a number of days now and I have sent five emails asking for advice and support, not one person from the support group has made contact with me.

Perhaps someone could kindly advise me if they have had communication? I would be VERY interested to know?

Now its the weekend and the Bank Holiday, so there isn't going to be a responce to any emails, so when will I GET A REPLY?

Was worth a try - it often does the trick, especially if you have not done any browser housekeeping for a while but it sounds that your problem is more deep-rooted.

Hoe you get a solution soon.

I wish that worked. I am unable to load any tree using either Google Chrome or IE8 (both fully updated) on either of my computers with temp files cleared. The only slightly unusual thing about my set up here is that, because of my rural location, I have a bi-directional satellite system. I use this internet extensively and don't have problems with anything else failing to work so it is a mystery to me why I am having this problem with Genes. The one issue with satellite connections is the latency which means that if timeout settings are too low this can lead to a disconnection error but normally if this happens (and is rare) I am warned and a simple refresh will do the trick.

It is probably not quite true to say that it has suddenly started to happen since until last week I had probably not used the site for a month or so.

I can confirm that I can load my tree on another network so it maybe that the speed of my uplink may be a problem but short of asking the provider to move their satellite closer to Earth there is not much I can do about it here.

I'll press support to examine their log files to see if they can provide a clue for the failure of the trees to load.

Thank you for your response.



Mike Turner

Mike,

If this has just happened without warning, it sounds like you have insufficient space in your browser's cache to load the tree. Try clearing your Internet Temp files and trying again.

I am unable view trees in IE8 or Google Chrome. I have riased the issue with support but so far no solution. This is a recent problem for me after at least 8 years of using the site.

In determining if this is a local problem (my ISP) or Genes I would be interested to hear if other people are having similar problems.

The problem started with the appearance of a progress box which just hung for a tree of any size. Now virtually nothing happens.

Mike Turner

Susan,

I have just uploaded the latest version of Java Runtime and the Development Toolkit plugin was included with it. As far as I can tell it has sucessfully installed itself into Firefox. I wonder if it is possible that it has been fixed to resolve the security issue that Mozilla objected to.

I can also confirm that my tree is also loading ok.

Doing a bit of Googling it appears the Mozilla have prevented the latest version of Java Development Toolkit from installing as it is considered to be a security risk. Other forums have indicated that it is not usually required and recommend uninstalling it.

You might need to check with GR if it is needed, but as I said in my last post I can't see it on my version of FF.

What makes you think it is Java Deployment Toolkit? I don't have a plug in by that name installed and Firefox 3.6.3 will open my tree without any problem.

The only Java Plugin I have is called

Java (TM) Platform SE 6 U12 6.0.120.4

and an extension called

Java Console 6.1.02

Further investigation, seems to suggest that it may have something to do with Java Deployment Toolkit, that has been disabled by Firefox. I have tried to install the update for this plugin but it always fails. It looks like I will just have to resort to using IE, grrrr...! Unless someone can suggest a fix. Thank's Sue

I've just looked at my tree and it's fine, I'm using Firefox 3.6.3

Christine they are browsers

FF = Firefox

IE = Internet Explorer

I cannot see my tree either? I can only see one name and that's me and then it states the wrong year I was born.

I have sent three emails to customer support and no one has replied.

What is this FF and IE ? Can you explain to me please so I can try to do this?

Thanks.
Christine

It could be if you have an old version of Flash that need updating. Have you cleared your temp files recently? This often does the trick, especially if it suddenly stops loading for no apparent reason.

I have both FF and IE open with trees as I am writing this.

Hi

Has anyone else had problems viewing trees using Mozilla Firefox Version, 3.5.9.? Generaly I have had no problems in the past. Recently the trees will not load, I have to open them in IE.

Does anyone know why Mozilla is giving me this problem, could it be something to do with Flash?

Any other ideas, please?
Thank's, Sue