Posted by on November 9, 2009 in Family Trees

Please be aware that the Family Tree Service will undergo scheduled maintenance on Tuesday, 10 November 2009, from 1:00 AM to 2:00 AM Mountain Standard Time.

This tree service downtime will affect Ancestry Member Trees, OneWorldTree, some portions of My Canvas, the sections of the Home Page that are related to Member Trees, and the sections of 2.0 that are related to Member Trees. Other than that, all other areas of the site will remain functional.

For the vast majority of our members living outside Mountain Daylight Time, 1:00 – 2:00 AM MDT is the same as…

Coordinated Universal Time: 07:00 – 08:00 AM
In London: 8:00 – 9:00 AM
In Melbourne: 5:00 – 6:00 PM
In San Francisco: midnight – 1:00 AM
In New York: 3:00 – 4:00 AM
In Moscow: 11:00 AM – 12:00 PM
In Rome: 9:00 – 10:00 AM
In Tokyo: 4:00 – 5:00 PM


Terry Freeman 

How do I cancel my trial through I don’t have the money for the yearly subscribtion.

November 9, 2009 at 5:56 pm
beth gray 

The scheduled maintenance was supposed to end after an hour. 30 minutes later, family trees are still inaccessible! Why are these things always done during the wee hours? There is no one to get through to about this.

November 10, 2009 at 3:31 am

The wee hours are the only quiet time around here that I can work on my trees and you shut down so often then. Wazzup?

November 10, 2009 at 3:58 am
Andy Hatchett 

They are done in the wee hours to aviod taking the system down during hours when more people are using it.

I always allow at least twice as long as they say it will take.

November 10, 2009 at 3:58 am
beth gray 

It is now 2:00 a.m. local. My trees have been unavailable for 2 hours. That is one additional hour more than the scheduled maintenance was supposed to last.

November 10, 2009 at 3:59 am
Anne Lindquist 

It is 10:28 in England. The maintenance was scheduled to finish at 09:00. How much longer will it be?

November 10, 2009 at 4:29 am

It’s 10.30 am here in the U.K. and it’s still down.

November 10, 2009 at 4:30 am
Nick King 

Any idea when this website will be back up again?

Also, how many scheduled downtimes do you need??? It seems to be on a weekly basis???

November 10, 2009 at 4:48 am
John Stocking 

Now 11.00 a.m in UK. Still can’t look at my tree? However I do know that things can take longer than anticipated and unexpected problems can occur, so am not too concerned. We retired people can always do something else for an hour or so…I will now go back to my model ship!!

November 10, 2009 at 5:06 am
beth gray 

It is now 3:00 a.m. and my trees are still inaccessbile. The front page has an error message at the bottom left “Error on page”.

Like reply 3, I work in the wee hours. I do it because the site is too slow at other times.

The down times do seem too frequent. I would mind less if I noticed improvement afterward. Searching has become slower due to “site improvements”. It was a lot faster and better before the constant tinkering.

November 10, 2009 at 5:07 am
Jim Bartling 

Why don’t you provide compensation to your customers when the services we are paying for are not available?

November 10, 2009 at 5:13 am
beth gray 

Compensation? Dream on. Somewhere in the terms and conditions of site use is a disclaimer about that very thing. They do not compensate their members for lost research time when service is not available.

November 10, 2009 at 5:17 am
Jim Bartling 

Thanks for letting us know about the small print.

November 10, 2009 at 5:36 am
vickie pein 

It’s going on 6 a.m. here in Missouri and I still can’t look at my tree. Very frustrating.

November 10, 2009 at 5:46 am

Okay, I went away and did something else for an hour or so. It’s now 11.51 a.m. in the U.K. and still no access.

November 10, 2009 at 5:52 am

They said the site would be down
5-6pm Melbourne time….it is now 11.05 pm. This is an absolute disgrace!
This is not cheap, we should get a refund!!!!

November 10, 2009 at 6:08 am

They said the site would be down
5-6pm Melbourne time….it is now 11.05 pm. This is an absolute disgrace!
This is not cheap, we should get a refund!!!!
No, I have not said this before.

November 10, 2009 at 6:09 am

7:09 EST and we’re still down.

November 10, 2009 at 6:10 am

Attempt at Censorship!

November 10, 2009 at 6:11 am

This is ridiculous. Like another poster, I always give twice as much time for maintainance as a website projects. I have just renewed my membership and in return I am able to accomplish nothing. Great. Thanks.

November 10, 2009 at 6:22 am
George Baumann 

Already at 9:00 A.M. local German time my work was interrupted. Now it is 13:30 (1 P.M.) and I am still not able to access my family tree on the Internet!!
That adds up to 5 hours of interruption and not the 1 hour you announced.
George Baumann

November 10, 2009 at 6:24 am

It would be rather considerate of to provide some updated information on this outage, as it has gone well beyond what it was supposed to have taken.

November 10, 2009 at 6:26 am
Jan Worthen 

It is now 7:30am Eastern time for me..ALL my trees and media photos have disappeared. A lot of work! I am really having a panic attack!

November 10, 2009 at 6:34 am
merilee hoisington 

Ok, this is getting old! It is not 3 and 1/2 hours since the scheduled maintainence was supposed to be done and I still can’t get on. It is in the wee hours there in the USA but for me it has been down most of the day since I am in Beijing, China. This is not fun not to be able to work on my genealogy when I have time.

November 10, 2009 at 6:36 am

Well, after 7:30 Eastern US (GMT -5) and no tree. Updates from Ancestry would be great here. I work in the web service industry, and you don’t have to go into the nasty details, but something like, updates didn’t work, we’re rolling them back and things will be back by noon. No data loss. Thanks for being patient.

November 10, 2009 at 6:38 am

Obviously the latest “tweak” is taking much longer than anticipated. But,by now, someone from ancestry should have had the courtesy to post an update on this blog. Otherwise, what is it here for.
Wakey wakey Kenny – we’re all up. Where are you?

November 10, 2009 at 6:42 am
hilary wood 

12.46 gmt. long hour ! explanation would be polite. we pay to use this.

November 10, 2009 at 6:48 am
beth gray 

Thanks Rina for making me laugh after almost 5 frustrating hours.
Personally, I think the blog space is just there for people to vent, don’t expect a personal response from whoever with whatever job title. I doubt that there is anyone at the switch in Ancestry’s offices at the moment. That’s why they should do these things when live people are there to monitor the process!

November 10, 2009 at 6:52 am
John H 

Amen to all the comments that precede this one about not explaining the extended delay. The fact that Kenny did not even post this until yesterday (when from another blog topic it was clear that this was planned already last week is another indication the tech staff is not thinking about keeping the customers well informed. Also, they left unanswered many queries in another blog started last week where many technical complaints have been posted. Planning new enhancements (which is more fun to do) but not maintaing what you have already developed or taking time to communicate with your customers (which to use old retail guidance — is the reason you can exist) is not the way to go ro stay in business.
Hopefully they have not gone home for the night, thinking their upgrade is not working and not checking it out sufficiently.

November 10, 2009 at 6:55 am

7 am in Louisiana, 4 hours after scheduled completion.

I think its gone being ‘polite’

November 10, 2009 at 6:56 am
John H 

PS — They pay so much attention that they have NOT even noticed after a week that they have not reset the clock on this computer — since the time stamps on their blogs (which are always in local time for them — Mountain Time) have not been reser from Daylight to Standard time — even thought the clocks changed at 2am on 1Nov.
Lack of attention to detail by programmers it NOT a good attribute to have.

November 10, 2009 at 6:59 am



November 10, 2009 at 7:11 am

The downtime was scheduled in NY from 3-4 am yet it is now 8:15 am and the site is still down. Aggravating to say the least!

November 10, 2009 at 7:16 am

When do you expect the trees to be available again? Obviously, something more is going on than routine maintenance since the last official posting said it would be unavailable for an hour or two starting around 1am. Its now 6:15am Mountain time and its still down. An estimate would be helpful.

November 10, 2009 at 7:18 am

An update on how long this will take would be nice. It’s 7:23 AM CST and been unavailable for 3 and 1/2 hours for me.

November 10, 2009 at 7:23 am

It is 8:25 AM EST and I’m having trouble accessing this site including My Trees. Apparently there is some kind of problem. When can I expect this site to be up and running again??

November 10, 2009 at 7:28 am

It is 8:30 AM EST and I’m having trouble accessing this site including My Trees. Apparently there is some kind of problem. When can I expect this site to be up and running again??

November 10, 2009 at 7:29 am

its well past 1am and i still cant do any work?????????? 8:35am to be exact so when ???????????????????????????????????????????????????????????????????????????????

November 10, 2009 at 7:37 am
andrew cairns 

1:30 pm gmt,my trees are still inaccessable

November 10, 2009 at 7:37 am
William Cole 

8:37 and still no tree up

November 10, 2009 at 7:38 am

13:35 GMT and still no tree … no sign of reason or apology. Not good service. Pull your socks up, Ancestry!

November 10, 2009 at 7:38 am
Andy Seabolt 

Please have someone update the blog to let us know what’s going on!

November 10, 2009 at 7:40 am

Kenny has a newsfeed that you can subcribe to be informed about Scheduled Family Tree Maintenance….

Past Scheduled Family Tree Maintenance Posts

Scheduled Family Tree Maintenance (10 November 2009, 1-2 AM MST)
Scheduled Family Tree Maintenance (13 October, 2009 from 11:00 – 11:30 PM MDT)
Scheduled Family Tree Maintenance (18 June 2009, 1-2 AM MDT)
Scheduled Family Tree Maintenance (12 May 2009, 1-3 AM MDT)
Planned Maintenance For Family Trees Service Tonight (March 31, 2009)
Trees Service will be down tonight (December 8, 2008)

November 10, 2009 at 7:47 am

Access has just been restored in the U.K.

November 10, 2009 at 8:00 am

Just a small point, but Coordinated Universal Time is the same as GMT (Greenwich Mean Time). This means that your announcement is wrong for London, it should have been the same as Coordinated Universal Time.

November 10, 2009 at 9:20 am
Andy Hatchett 

I find the performance of Ancestry during the last two scheduled maintenance outages to be completely unacceptable in all respects.

Has anyone got a list of addresses for the members of their new Board of DIrectors?

Now that they are a publicly traded company perhaps it is time to stop mucking about with the underlings and start contacting the top level – with copies to the appropriate News Organizations.

Perhaps that will help, it certainly can’t hurt anything at this point!

November 10, 2009 at 12:02 pm
Jim Livermore 


“Has anyone got a list of addresses for the members of their new Board of DIrectors?”

Did you check your prospectus? You did receive a copy, yes?

November 10, 2009 at 2:30 pm
Mary Beth Marchant 

I think contacting their new board or directors is a good idea. Maybe they would not like bad publicity. Maybe Ancestry would make more of an effort to check for errors before rolling them out and be more responsive to us, the subscribers. One can hope anyway.

November 10, 2009 at 2:34 pm
Tony Cousins 

As of now their stock is trading around $13.50 – what did they open at, anyone remember?


November 10, 2009 at 2:46 pm
Andy Hatchett 

IPO was priced at 13.50- opened at 16.10 I think.

November 10, 2009 at 3:00 pm
Andy Hatchett 

Jim Re:#47

Yes- but I’ll be darned if I can lay my hands on it right now.

Probably somewhere under all this genealogy stuff!


November 10, 2009 at 3:02 pm
Tony Cousins 

Andy #51 – you must be using the ‘New Search’ 😉


November 10, 2009 at 3:34 pm

Still no apology or explanation then?

Whatever they’re spending on updating & maintenance should be diverted to customer service training.

November 10, 2009 at 4:21 pm
Andy Hatchett 

Tony Re:#52

Nope- If I was doing that I’d have more addresses than I’d know what o do with!


November 10, 2009 at 5:28 pm

I need help with my family genoelogy.

November 10, 2009 at 9:19 pm
Mary Beth Marchant 

To #55-Marianne Hunder-place your messages about help with family genealogy on message boards for the surname family or families you are researching. Or place your message on

If you are just wanting help to start researching, many people are willing to help. Placing your message on the Ancestry blog will probably not get an answer.

November 11, 2009 at 9:48 am

My family trees are gone! What did you do with them!!!!!!!!

November 11, 2009 at 4:09 pm

Why can’t guest view photos? All they get is a RED X.



November 11, 2009 at 10:26 pm

I have noticed pictures too having just a red x after you click on them to look at. I also can not print any documents. Very frustrated right now.

November 14, 2009 at 9:20 am
Bruce Homen 

People all it sounds like is a BIG bunch of CRY BABYS, you know when the up date will be going on so just GET SOME SLEEP AND STOP CRYING BOOHOO

November 14, 2009 at 5:11 pm
John Verkley 

Dear Reader.
I am using 2010. Works fine.
What bugs me is that there is no indication on the screen to indicate that a comment pertaining to that person can be found on the “person” tab.


November 15, 2009 at 8:50 am


if you are happy with search the way it is all you need do is to leave a constructive message to that fact, rather than resorting to childish attacks on those of us who are simply pointing out our own feelings on the fact that ancestry have not given a reason for the extended time the site was down. we also have the right to point out faults that we find. if our comments bother you so much then feel free to stop reading them they are after all not personal messages for you but for the powers that be at ancestry to see.

November 15, 2009 at 2:25 pm

sorry i did not mean to say search i meant the reacent maintenance issues

November 15, 2009 at 2:29 pm

What the hell is Mountain Standard time..????.(pick a mountain, any mountain) is an international forum and Ancestry would be advised to add Greenwich mean time when indicating schedules for maintenance etc. Not all members live in said mountain area wherever that is???

November 15, 2009 at 11:21 pm
Andy Hatchett 

Ged Re:#64

You might find this helpful

Military & Civilian Time Designations

From A – Z

There are 25 integer World Time Zones from -12 through 0 (GMT) to +12. Each one is 15° of Longitude as measured East and West from the Prime Meridian of the World at Greenwich, England. Some countries have adopted non-standard time zones, usually 30 minutes offset which have a * designation.

Each Time Zone is measured relative to Greenwich, England. There are both civilian designations which are typically three letter abbreviations (e.g. EST) for most time zones. In addition there are military designations. These use each letter of the alphabet (except ‘J’) and are known by their phonetic equivalent. E.G. Greenwich Mean Time (civilian) or Z = Zulu (military and aviation).

* For complete details of Daylight saving (Summer) Time see here

Standard Time Zones



Civilian Time Zones



For accurate time
press here


GMT: Greenwich Mean
UT: Universal
UTC: Universal Co-ordinated
WET: Western European London, England
Dublin, Ireland
Edinburgh, Scotland
Lisbon, Portugal
Reykjavik, Iceland
Casablanca, Morocco

East of Greenwich



Civilian Time Zones


Time Zones Time = GMT+1

To open clock in new window press here


CET: Central European Paris, France
Berlin, Germany
Amsterdam, The Netherlands
Brussels, Belgium
Vienna, Austria
Madrid, Spain
Rome, Italy
Bern, Switzerland
Stockholm, Sweden
Oslo, Norway

Time Zones Zone – Time = GMT+2

To open clock in new window press here


EET: Eastern European Athens, Greece
Helsinki, Finland
Istanbul, Turkey
Jerusalem, Israel
Harare, Zimbabwe

Time Zones Zone – Time = GMT+3

To open clock in new window press here


BT: Baghdad Kuwait
Nairobi, Kenya
Riyadh, Saudi Arabia
Moscow, Russia



Tehran, Iran

Time Zones Time = GMT+4

To open clock in new window press here


Abu Dhabi, UAE




Time Zones Time = GMT+5

To open clock in new window press here






Time Zones Time = GMT+6

To open clock in new window press here




Cocos Islands

Time Zones Time = GMT+7

To open clock in new window press here



Time Zones Time = GMT+8

To open clock in new window press here


CCT: China Coast

Time Zones Time = GMT+9

To open clock in new window press here


JST: Japan Standard,


Australia Central Standard Darwin, Australia
Adelaide, Australia

Time Zones Time = GMT+10

To open clock in new window press here


GST: Guam Standard



Lord Howe Island

Time Zones Time = GMT+11

To open clock in new window press here





Norfolk Island

Time Zones Time = GMT+12

To open clock in new window press here


IDLE: International Date Line East
NZST: New Zealand Standard Wellington, New Zealand
Marshall Islands



Rawaki Islands: Enderbury Kiribati


Line Islands: Kiritibati
West of Greenwich




Civilian Time Zones


Time Zones Time = GMT-1

To open clock in new window press here


WAT: West Africa Azores, Cape Verde Islands

Time Zones – Time = GMT-2

To open clock in new window press here


AT: Azores

Time Zones – Time = GMT-3

To open clock in new window press here


Brasilia, Brazil
Buenos Aires, Argentina
Georgetown, Guyana




Time Zones Time = GMT-4

To open clock in new window press here


AST: Atlantic Standard Caracas
La Paz

Time Zones Time = GMT-5

To open clock in new window press here


EST: Eastern Standard. Bogota
Lima, Peru
New York, NY, USA

Time Zones Time = GMT-6

To open clock in new window press here


CST: Central Standard Mexico City, Mexico
Saskatchewan, Canada

Time Zones Time = GMT-7

To open clock in new window press here


MST: Mountain Standard.

Time Zones Time = GMT-8

To open clock in new window press here


PST: Pacific Standard Los Angeles, CA, USA



Time Zones Time = GMT-9

To open clock in new window press here


YST: Yukon Standard.



Time Zones Time = GMT-10

To open clock in new window press here


AHST: Alaska-Hawaii Standard
CAT: Central Alaska
HST: Hawaii Standard

Time Zones Time = GMT-11

To open clock in new window press here


NT: Nome.

Time Zones Time = GMT-12

To open clock in new window press here


IDLW: International Date Line West

Of course, reading the original post in its entirety would have been helpful too.

November 16, 2009 at 1:03 am
Mary Beth Marchant 

See the Web operations blog of today. Member trees are off line again. This happened a couple of weeks ago too. Not a good sign for in my opinion

November 17, 2009 at 12:23 pm
Andy Hatchett 

Actually, to some of us,member trees going offline is a *good* thing – it means the junkology contained therein can’t be copied!


November 17, 2009 at 4:10 pm
Phillip Crow 

#67 Andy. Good point. It amazes me that can make recommendations (green leaves) to their online tree builder for parents that died long before their children were born in another State! Some kind of immaculate conception/deception! Then this type of “junkolgy” is copied and recopied by others into their trees when the member trees are back online. When I contacted about the mess they were making, I just got the “oh well” non-sense answer.

November 18, 2009 at 9:15 am
Walter Ray 

Suddenly when I get a hint to family powered ancestry files, I can no longer view parents, children, etc, and check to attach them to my file. Just a box says 10 trees available to view. Then I have to note each difference to my tree, then manually insert each child, or parent into my tree, which makes it very discouraging to keep updating my files. Liked the old way best.

November 20, 2009 at 2:18 pm
Donna Robertson 

When will this be fixed. I still can’t change trees.
It’s now Nov. 20th and I still can’t get to my trees.

November 20, 2009 at 6:00 pm