Ancestry.com

Temporary Site Problems Resolved

Posted by Web Operations on January 22, 2010 in Site Status

Last night we experienced some temporary site problems on our home page. Our development and web operations teams worked on the problem overnight and it has now been resolved. We apologize for any inconvenience this might have caused and truly appreciate your patience through this situation.

74 comments

Comments
1 Enid 212January 22, 2010 at 9:45 am

Ancestry is still down – has been since 07:00 UK time and its now 15:42 UK time – my husband has been away all day and I was looking forward to spending a significant part of my day doing research. What a waste of a day – oh well at least the house got tidied and I’ve caught up with the washing & ironing!

2 Geoff BakerJanuary 22, 2010 at 10:11 am

Site wend down around 11pm Pacific time… it’s now 8am and it’s STILL down even though they say they are up…

I’d like my $1 credit for the day I have lost on my membership.

3 Dennis SuttonJanuary 22, 2010 at 10:15 am

Able to access the site but cannot download to display Census records.

4 LauraJanuary 22, 2010 at 10:42 am

Power here went out about 4:00PM and was back on by 7:00. I saw that the website was going to have work done starting at 12:00 and it was 11:21 when I shuffled off to buffalo. I realize with 24 time zones in the world, some zones would feel it more than others. I am sorry that plans didn’t go the way people wanted them to. John Lennon put it all in perspective for me. Life is what happens when you’re busy making plans.

5 William MatinglyJanuary 22, 2010 at 11:00 am

Everything seems to be working fine with the exception of Kentucky Death Certificates. All I’m getting is a blank sheet saying “done” but no certificate image.

6 WebOperationsJanuary 22, 2010 at 11:03 am

RE: Enid, Geoff and Dennis – It sounds like it could be a caching issue on your side. Try closing down your browser and then opening it back up again.

7 Don KiefferJanuary 22, 2010 at 11:14 am

There are probably many things that have gone T.U. I cannot look at a lot of records that were available yesterday. I deleted some entries, but the sources remain attached. I am running into too many problems and will therefore shut down till you can get things fixed. I have taken down the computer several times and brought it back up to see if I possible had a poor connection. Not fixed.

8 Gloria TaylorJanuary 22, 2010 at 11:42 am

Well it is 12:30pm EST and I have a problem with the home page. Can do very little searching

9 Enid 212January 22, 2010 at 11:50 am

Closed down, rebooted changed browser (normally use Safari but tried Mozilla Firefox) Still getting the message that the site is temporarily unavailable. Its been down nearly 12 hours now and I’m thoroughly p***** off

10 Jason ThompsonJanuary 22, 2010 at 12:02 pm

Lots and lots of timeouts waiting for responses from imageservice.ancestry.com to view census images. This has been going on since at least 7 AM eastern time on Friday. It’s extremely frustrating.

11 Clive GordonJanuary 22, 2010 at 12:51 pm

Its still down at 18.48 UK time – come on guys and gals – this is not really acceptable – what’s the latest news?

12 WebOperationsJanuary 22, 2010 at 1:24 pm

Thanks for all your feedback. We are currently in the process of checking all filers to make sure they are healthy. We appreciate your patience as we continue to resolve this issue.

13 Tammy CampagnaJanuary 22, 2010 at 1:32 pm

It’s 11:22am PST and I am still getting the same message stating that the site is unavailable. I have waited patiently and tried all of the suggestions (i.e. cache, browsers, etc…)

Apparently, some users have limited access, and while I understand that your servers are carrying extremely large amounts of information, I would appreciate it if your IT department would give us a better understanding of the possible issues as well as a realistic ETA for resolution.

At the very least, would it be possible to get consistent (hourly?) updates to this page or even an approximate time to check back?

Thank you in advance for your efforts in resolving this matter.

Tammy

14 DebiJanuary 22, 2010 at 2:13 pm

It’s noon on Friday, PST. The site is still down. I’ve lost three days. It’s the policy of Ancestry.com not to issue credit for down time, but this is too much. I sure hope they fix the drop down menu on the family group sheets so we can see alternate spouses and children. I hate how the site randomly picks the spouse now and the others can’t be access because there is nothing in the dropdowm like before.The site is becoming more and more less user friendly. After all this time, I hope they get it right this time.

15 Barbara McCarthyJanuary 22, 2010 at 2:30 pm

It is now 11:30 Alaska Standard Time. 12 hours with no access. Even though you claim the problem has been resolved, I cannot see the home page, even though I have tried your recommendations (browser, cache). Any more suggestions?

16 RogerJanuary 22, 2010 at 2:33 pm

Weird..I can’t get on using my normal link, but if I start with the Knowledge index here: http://www.ancestry.com/rx/help.asp
It works fine. (I think)

17 Barbara McCarthyJanuary 22, 2010 at 3:04 pm

OK…I found a way to the site “through the back door” but I still can’t get my home page to come up. Hopefully you’ll have a handy-dandy step-by-step guide for those of us that are IT challenged so we can get things to look right. Please email it to all.

18 Lesley FiedlerJanuary 22, 2010 at 3:52 pm

From what I can see the bookmarks I normally use to access ancestry UK or Australia are not working only the page that says Checvk Back soon is appearing. but if I google Ancestry UK ect I get there ok this is what happened the last time as well you loose your bookmarks for Ancestry as they must change the pages with their fix

19 phillipJanuary 22, 2010 at 3:55 pm

I was busy trying to upload a tree last night without any luck. I was able to upload but then I can no longer access census reports that I was viewing until last night. I can’t log on any longer or view census reports. This is the first time I have had problems. Also wondering if running Windows 7 has any bearing on things. Hopefully they can get things running CORRECTLY!

20 Carol A. H.January 22, 2010 at 4:00 pm

Here’s site with a map so you can see what time it is anywhere in the world the MOMENT you open it: Key word here is “moment.”

http://www.worldtimezone.com/

Note the International Date Line.

If this one doesn’t help, try searching for “time zones.” There are so many sites I wouldn’t know which one to recommend. Find one that suits you and use it to calculate the time Ancestry will be down for your time zone. Ancestry is in Utah and it shares the same time zone as Denver, Colorado, USA.

It doesn’t change while you are looking at it. You have to close it and reopen it for it to update. Add the one you like to your favorites or bookmarks.

I think most people know the time zones in the USA if you live here, and most everyone knows you go from one day (date) to the next at midnight. That is 12:00 am.

Unfortunately if Ancestry says they will be down from 12:00 am Mountain Standard Time, on a certain date for X number of hours and they don’t keep to that schedule, for whatever reason, problems do arise.

21 Ken BroomfieldJanuary 22, 2010 at 4:33 pm

Unable to access US pages from UK even though I have full subscription. Try to access and end up in a loop of screens.

22 JillJanuary 22, 2010 at 4:40 pm

I have a world membership but when I try to search I get sent to a 14 day free membership sign in. I can still add photos and search my tree. Has my membership been lost?

23 Ed ScrogginsJanuary 22, 2010 at 5:05 pm

What gives, you say the problem is fixed, but it’s been over 12 hours and I still can log on.

24 Don KiefferJanuary 22, 2010 at 5:29 pm

From the looks of things, it’s time to drop back to the versions before the update. At least it was working. I also believe the idea to eliminate the automatice connections was a huge mistake. I am a software engineer, but this mess is not in any way acceptable.

25 FranJanuary 22, 2010 at 5:52 pm

I am having trouble still with displaying at 100% the full page of the newspaper.

Only half the page comes up and it has been doing that for several weeks.

bye
Franny

26 Lesley FiedlerJanuary 22, 2010 at 7:07 pm

NOT RESOLVED still problems and also can not bookmark anymore keeps taking me to Australia I want to be able to go to UK showing all census ect with a choice of all other countries at the top Ancesrty IT you have rally stuffed something up big time time in Melb Aust is 12 midday and date is 23 Jan

27 Lesley FiedlerJanuary 22, 2010 at 7:19 pm

I have world deluxe membership and I live in Australia but want to research in UK and the page now picks the ISP of the country you live in and takes you there instead of being able to choose go to UK USA CANADA records this is not good at all and makes it impossible to navigate around records whoever came up with this idea should be sacked its getting beyond a joke
also IT team no longer can you bookmark a page it shows only a blank !!

28 Colleen LakshinJanuary 22, 2010 at 7:48 pm

The site has now been down for approximately 16 hours. I’m in California and continue to get the “error-thank you for your patience” page with absolutely no access to the website. I wanted to finish a family tree project for my Mom’s birthday and the only time I had to work on the project has been delayed by the Ancestry website challenges. Please share how you expect to compensate members for this delay. Thanks!

29 Lesley FiedlerJanuary 22, 2010 at 7:48 pm

Book marks are now working

30 JoeJanuary 22, 2010 at 8:15 pm

Still not working correctly for US Census data.

31 nayasitesJanuary 22, 2010 at 8:43 pm

nice site ….

32 Deborah O'ConnellJanuary 22, 2010 at 8:56 pm

Had been researching for at least 2 hours. About 9PM EST every time I tried to access original documents ancestry would wipe out my sign in information and switch me to a web page to “buy” membership. I keep signing in but cannot access any original documents. Have wasted at least 1/2 hours signing in and out; attempting to view different documents; checking membership, etc. HELP!

33 Deb HiscockJanuary 22, 2010 at 9:33 pm

Site still down and has been since yesterday -whats going on guys- I have shut down my computer and still nothing. Its now 11.29 In West Australia.
Come on I was going to spend the day in peace doing my geneology as the family have gone out for the day.

34 Deb HiscockJanuary 22, 2010 at 9:41 pm

Thank Roger I tried your suggestion and put in http://www.ancestry.com/rx/help.asp
and bingo it all worked – so everyone try this but put it in exactly as is.

35 WebOperationsJanuary 22, 2010 at 9:42 pm

We are pleased to inform everyone that the temporary site problem we experienced earlier has now been resolved.

If you are still seeing the “Check back soon” page, try clearing your cache. To do this, please see the instructions in the Ancestry.com Help page at http://bit.ly/76G7CA.

After clearing your cache, if you are still having difficulties, please email AncestryBlog@ancestry.com, and include your username and detailed information about your situation (including browser being used and URL of problem page), so we can help resolve any issues you are having.

Again, we apologize for any inconvenience this might have caused and truly appreciate your patience through this situation.

36 LIsa LJanuary 22, 2010 at 11:18 pm

Are you having problems again tonight? I’ve tried uploading a tree 4 different ways tonight and it keeps giving me an error message.

Help!

37 Ruth BradburyJanuary 23, 2010 at 12:23 am

I am in Australia and still cannot get access into ancestry.com at all. January 23rd 5.23pm Australian time.

38 Anne RJanuary 23, 2010 at 12:33 am

Try pressing F5 on your keyboard, that might help.I live in Oz and have been able to access my tree that way.
Jan 23rd 5.31pm

39 Anne RJanuary 23, 2010 at 12:48 am

Lesley Fiedler I had this problem too.
I live in Oz but most of my research is in the UK.
I solved this by going to answers and asking why I’m being directed to ancestry.com.au. The answer has all the different Ancestry sites such as Ancsetry.com, Ancestry.co.uk, Ancestry.ca, Ancestry.com.au

I saved this page to my bookmarks and whenever I find that I’ve been directed back to the Australian site I can click on Ancestry.co.uk and it goes back to the uk site.

40 DebiJanuary 23, 2010 at 1:14 am

OK, it’s Friday at 11 PM here. I still can’t get to my home page. “come back soon” is no longer an option. “Soon” expired long ago. I can get into my tree if I go through the back door through some other tree. I pay $29.95 a month for this?

41 Enid 212January 23, 2010 at 1:23 am

Good morning its now 7:21 UK time on Saturday 23rd January! I still can’t access Ancestry on my Mac using the Safari browser, but I can get into it using Firefox which is more than I could do all day yesterday

42 evanJanuary 23, 2010 at 2:21 am

It isn’t fixed, again 3rd day site not working. WTF?

43 Chris HollowJanuary 23, 2010 at 2:58 am

Strange that the problem that was supposed to be fixed has now re-occured on the morning of the 23rd and for how long this time?

44 Raymond murtaJanuary 23, 2010 at 4:01 am

It’s 10.00hrs uk time and the site has had problems since 21.01.10. accessing the site is ok but every time you try to view an individual record, it goes wrong in various ways. i.e. it goes into a loop trying to access the relevant section of the site. It tells you that youre logged in on another computer and must sign off or make another attempt 30 minutes later. It takes you to explorer page saying that the site is not availible.

45 Maria JacobsJanuary 23, 2010 at 4:29 am

trying to find grand parents marriage
certificate. Help

Maria and thanks

46 BethJanuary 23, 2010 at 5:35 am

It’s a shambles, can’t access my home page, can only access my shoebox by the back door, images seem to be loading ok but having to go all around the houses to find them. An update on progress would be good.

47 SusanJanuary 23, 2010 at 6:03 am

It is 7AM in Philadelphia on Saturday, Jan 23 and I haven’t been able to get into Ancestry still.

48 AnnetteJanuary 23, 2010 at 6:16 am

Havent been able to get logged onto the site since yesterday morning. Fri 22 its now sat 23 12.15 pm and still no luck. All it says is check back soon !!
GET IT SORTED SOON PLEASE !!!

49 BekkoJanuary 23, 2010 at 7:55 am

#48 Annette (and others)

Have you cleared your browser’s cache, as recommended (above) by Ancestry?

A simpler solution might be to click on your browser’s reload/refresh button whilst holding down the shift-key. This should force your browser to go back to Ancestry’s servers to get a fresh version of the page (instead of getting it from your browser’s cache on your own computer which probably still has the old ‘check back soon’ page).

Or you could try pressing these keys at the same time:
- on Windows: ctrl-shift-R
- on a Mac: cmd-shift-R

Works for me!

50 Billie GarrisonJanuary 23, 2010 at 8:46 am

Today is Saturday Jan 23 and everything is still messed up. There was already lots of things wrong like the names on whole family. the letters were totally wrong.You never got the letter you clicked on.Now it is all terrible. why keep you if it is not going to work?

51 NoelJanuary 23, 2010 at 9:19 am

You list 1950 census site. I put in my name and 13 people come up. I am none of them and Iknow where I lived. I also tried other names and the same results. I was researching FOSTER and the directory wasn’t even in the Foster sectiion. What might I be doing wrong.

52 Renaldo BrowneJanuary 23, 2010 at 9:31 am

I’m back on ancestry with my renewed subscription. I noticed the site is different from the one I use at the Library of VA. Is there anyway I can revert back to the old format, or switch back and forth?

53 IreneJanuary 23, 2010 at 9:56 am

You claim that you fixed the problem last pm but I am unable to access the site with my user name and Password. I have Family treemaker that I have not posted to a web site as of yet. But I do have a web site on my heritage.

54 AnnetteJanuary 23, 2010 at 10:09 am

Thanks for the advise. will get my husband to look at that.
Ive managed to get in via ancestry .com but it wont go back to ancestry .co.uk
At least ive been able to do something.
I dont mind them doing work if they are improving the site for the better

55 flounderingfreeJanuary 23, 2010 at 12:38 pm

It is january 23 12:37 pm cst and it is still down. dont know what they think they fixed but it is still not fixed here.

56 AlbresarahJanuary 23, 2010 at 1:04 pm

I’ve been trying to get on to ancestry for 2 days now from the UK, can’t get on the problem is now way fixed. Please hurry up and fix it very fustrating

57 june featherstoneJanuary 23, 2010 at 1:26 pm

Today it is the 23 of January and I have tried to access this site three times today and Ancestry is still down.It is now 19.23 UK time and still down.It is disappointing not to be able to continue searching and putting information on the tree.Hope things get resolved some time soon.

58 Gene BirdJanuary 23, 2010 at 1:35 pm

How temporary is temporary ? Site still won’t open as of 1/23/’10 11:33am PST. Site has been down for 3 days now.
Interested to know your answer to Geoff Baker’s question about credit for lost time. Trouble with that is we have to pay in front.

59 Wendell DupuyJanuary 23, 2010 at 1:50 pm

I’m able to connect to the site but when I try to display census it reverts back to my home page.

60 Harley SutherlandJanuary 23, 2010 at 3:31 pm

Site is not back up as blog says..Still not working HELP

61 billie garrison61January 23, 2010 at 3:47 pm

When is it going to be fixed? Why have it if not working,

62 Carol SklinarJanuary 23, 2010 at 3:57 pm

Its 21:54 GMT on 23 Jan, can enter site via FAmily Tree Maker BUT …

can only see home page on co.uk cannot enter the UK Collections section.

Don’t always want to access via FMT

Any idea when development staff will have problem solved ???

63 WebOperationsJanuary 23, 2010 at 5:30 pm

f you are still seeing the “Check back soon” page, try clearing your cache. To do this, please see the instructions in the Ancestry.com Help page at http://bit.ly/76G7CA.

After clearing your cache, if you are still having difficulties, please email AncestryBlog@ancestry.com, and include your username and detailed information about your situation (including browser being used and URL of problem page), so we can help resolve any issues you are having.

Again, we apologize for any inconvenience this might have caused and truly appreciate your patience through this situation.

I can help resolve this issue if you will email me at AncestryBlog@ancestry.com. An email will allow the Support Team to contact you directly so we can help you resolve this issue.

64 Carol A. H.January 24, 2010 at 2:20 am

Well, ater reading all these posts, I guess it doesn’t do much good to know what time zone you are in if you can’t even get on Ancestry.

#25 Fran:
I’m having the same problem with the Arizona Daily Sun newspaper. I went through a few dozen issues and reported: “Missing image.” I too got only the top half of these pages.

65 HerretoejJanuary 24, 2010 at 2:14 pm

Yeah I too had some problem in the site opening but now its restored, thanks for considering the issue and resolving it.

66 Barbara BrowneJanuary 24, 2010 at 4:26 pm

What has happened to the old format. The new format is horrible. And it keeps bouncing me back to a page that states that I am a Visitor.
I’ve been a member for years!! Please, please fix this.

67 candace clawsonJanuary 24, 2010 at 8:12 pm

when adding newfound family and other logical hints, it tends to the “energizer bunny mode” it keeps loading, loading, loading for a long time. i did get a neww java update, i went into the settings to adjust them, deleted the cache and cookies, checked on the active x things. i do hope that this get resolved once and for all. also i had trouble getting from my site to the homepage and my photos of me took time to load. please resolve this.

68 joyce pattersonJanuary 27, 2010 at 11:57 pm

I have been working with ftm2010 and I don’t understand your ambitions. I have looked up my names that have grn leaves and 99% have so many errors. I wish to go back to ftm 06/16 but I got a new computer and it won’t download because it only goes to 32 bit. I think I will change software for my family trees. I have a subcscriprion coming up 155. and that is way too much for so many errors these patrons are putting out there without checking their sources. This new idea has taken all the fun out of researching on your own. It is like like finding a gold mine. the way you have it now it is no fun it is just putting names down and go to the next name. what have you learned about your family just a bunch of names.

If you can fix ftm 16 for 64 bit and I can download this software on my new computer I will probably stay but I can’t use the ftm2010 it just don’t have it i.e. family group sheets etc

69 Eric HollisJanuary 29, 2010 at 12:58 am

I can reach Ancestry.com front page but nothing else. I can’t reach Ancestry.co.uk at all – for about the last 3 days. My Windows Explorer browser is working fine otherwise. What’s going on?? (I’m a very frequent user, fully paid up, and not getting a return on my money)

70 Marilyn Jane BrookinsJanuary 29, 2010 at 3:39 pm

I still can’t get on Ancestry.com site

71 Jerry CerkezJanuary 30, 2010 at 3:45 pm

Who is doing the improved images on the US federal census records? The improvements are horrible. I can no longer read the 1910 census records for Delaware (Kent county). The images appear over-exposed (too bright) and cannot be read. I also just tried to view some 1840 census records for Delaware (Kent county) and these appear smudged and also unreadable. If you keep improving the census records, soon I won’t be able to read anything. Can you please check the records and correct these. It is not right to charge access to records which can’t be viewed.

72 Julia Finley EvansJanuary 31, 2010 at 4:44 pm

Why are you people such thieves? u r supposed to be above all this. took a lot of money from my checking and will not return it, no way to treat people. I have definitely stopped 7 people from having anything to do with you and will work to stop anyone from doing so.

73 DIANE CLIFTONJanuary 31, 2010 at 11:56 pm

Having trouble with your site in Australia. Rang the Australian number to see if the problem was with them, they sent me an email about managing your Internet cache and cookies. Did exactly what I was told, now I can’t sign back in and have lost three days. What’s going wrong, possibly me, but followed instructions. Di Clifton

74 ritaFebruary 4, 2010 at 4:40 pm

Why this site having so many problem later? Haven’t been on the site for awhile, need to get it together.

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