Posted by Web Operations on October 29, 2009 in Site Issues

We are experiencing some temporary site problems with our customer sign-up system. We apologize for any inconvenience this might cause. Our development and web operations teams are working on the problem and we will have it resolved as quickly as possible.  Thank you for your patience.


  1. WebOperations

    We are still experiencing temporary site problems with our sign-up orders. We appreciate your patience as we continue to resolve this issue.

  2. WebOperations

    We are pleased to inform everyone that the temporary site problem we experienced earlier has now been resolved. Again, we apologize for any inconvenience this might have caused and truly appreciate your patience through this situation.

  3. Julia

    How has this ‘temporary site problem’ been resolved? I thought resolved meant that the site would be working, but obviously I need to check other meanings.

  4. Trey White

    27 hrs and still unable to access the sight, EST. If there has been a security issue please revert.

  5. Celia

    This is most frustrating!! can be accessed but not, come on! what are you doing to resolve this problem?

  6. Charlotte

    Are there still problems? The site was working fine 2 hours ago but now it will not allow you to research. I’m sick of re-setting my I.E. Not working on firefox either.

  7. one said its running,but I still cannot go in it running or not.its 8:15 am eastern time in florida.well I hope we will get back to normal soon.

  8. Charlotte

    I’m able to get on but not able to click on documents. I get the 404 error yet AGAIN! I just don’t want to go through all the trouble to ‘reset’ IE and it’s This will make about the 15th time I’ve had to do that.

  9. I emailed hours ago for an update, no answer!
    It is now 2pm in the UK, 29 hours offline NOT 3 as promised, Disgraceful.
    Please update and let us know when we can expect to be able to use

  10. Charlotte

    It’s now 9:15 AM CST and I still can’t access records. I left the computer and returned to try again. Very frustrating!

  11. Bert Stevenson

    What has happened to the old search system? I cannot locate anything except the 1930 census when I should be getting a list of the number of hits in each search catagory. I am not interested in the 1930 census for the person I am reseaching. Put things back the way they were!

  12. Patrishio

    I for one do not like the new site, temporary or not. I can’t find anything I want. Give us back the old way!!

  13. Daraleen Wade

    Re #17. I agree with Bert. It is next to impossible to use the site at all. Around and around in circles I go and usually just abort my efforts. New researchers are certainly going to be confused when they put in someone’s name, census year, state & county and they get everyone with that name all over the US. I have found the link to the old site but I can’t keep it up – it reverts to the new search over and over again. Frustrating!

  14. Ella Dunn

    I can receive Ancestry on my big computer but not on my laptop that I usually use. What’s up with that and when can I expect to receive on both?

  15. angela

    I didn’t know how else to contact and give feedback on the new layout for search updated today. I wish to say that I strongly dislike it. I hate that everything is separated, names from my tree do not autofill in the search fields, and the layout with the bubbly boxes is difficult to read. I would LOVE if it were back to the old clean way, where I could search where I wanted better. I was able to add over 300 names to my tree that way. I do not even want to use the new search feature now.

  16. paul Hutchison

    When you are having problems it would help if you provide an email message to your users and not just put it on the Blog.

    Repeately trying to sign in and getting a default back to the wrong password if fruitless if the site is down. You teke the time to email everyone for advertisiment so the same could be done when the site is down.

  17. Marg

    I, too, find the “new” searching very frustrating to use. I end up going in circles. Please go back to the old way of searching.

  18. Sheryl

    Interestingly enough, I can access Ancestry through Firefox, but not through Safari right now. Any idea why that is?

  19. Hans-Magne Tysseland

    I have a big genealogy file, ca 80000 names an i kant konvert to ftm 2010. are there limits in the program for X amount op register.
    I am using the program to register hole church parish, kan yoy help me please

    Hans-Magne Tysseland

  20. Dolly Bishop

    How do you get a job doing something like ancestry look up? I would love to have a job doing this!

  21. Debby Tangblade

    I cannot login. Is this caused by the site being down like everyone is discussing? Also I agree with
    Patrishio the old layout of information was much easier to use then the site you have now.. I hate it, so much I don’t access and search as often as I use to.

  22. Peggy Trojan

    I have been a paying member of since 1997 and I am amazed at the information that is now available. But today I am not a happy customer!(not the first time and I am sure it won’t be the last).
    I do not like the way (at least in my experience) has changed in the pasted few days.
    Since this change I can search and find a census record of the person I am researching but I can not print the original census record or save it to my computer.
    My question is: “Why do I get the ‘error’ message when I choose to print the original census page?

  23. Elaine Wright

    I got onto myfamily site through my hotmail account; the updates sent from myfamily and then clicked on an updated post. good luck everyone

  24. Elaine Wright

    i got onto myfamily website through the updates sent to my hotmail account; i opened and clicked on a new update and got into my account…good luck everyone


    Out of action for the third day running now.

    This is becoming extremely fustrating.

    How much longer before we can again access our Family trees?

  26. So much for the 14 day free trial the website has been down for 3 days now & after my so called free trial I will be charged for the TEMPORARY site problems. But I’m sure they will have no problem taking my money!!!

  27. How come when I request a search for 1581 I get people that are from 2 CENTURIES beyond what I requested? That WASTES my research time. Plus people are posted that have NOTHING to do with the person I requested. Do you think I don’t know who I’m looking for? When I request a specific person/name I really hate getting 500 people with different first names that I did NOT request.

    I upgraded to a world membership and so far I haven’t found ANY listed records helpful due to the vagueness of the record and all the extra people listed that were NOT requested.


  28. susan shaw

    It is now 8.40am U.K. time on Friday 30th of October and the problem still exists. This is not good enough!

  29. come come enough is enough, 3 days I have tried to log on with no success and this is not the first time this year!
    Its seems since you have gone “big time” with adverts on tv that things have got worse, are you getting too big for your Boots? Its not as if you charge us cheap,as we know you charge us lots.
    Come come get it together once and for all

  30. I am still unable to get into your home page, it keeps coming up with CHECK BACK SOON. Is this to do with the problem that you are encountering. or is there some other way that this can be resolved?Regards


  31. 3 hours? they meant 3 days. will see if obtainable after 4 days in uk. will not be renewing my subscribtion. too many errors on the new upgrade.

  32. Joann D.

    I tried to access Ancestry through I.Explorer, but when I sign in it clears the username and password and gives me an error message! It has been down for 4 days!

  33. Celia

    Have finally accessed via internet explorer and not AOL as usual the following information has been put on the home page. Yet even more frustration, do hope it does take 2hours and not 3/4 days

    The Family Trees service on will undergo scheduled maintenance and be unavailable for about two hours beginning on Monday, 2 November, at about 8 a.m. (GMT). Thank you for your patience.

  34. Today is October 30 at 8:17 AM here in NJ. Still do not have access from AOL.

    Would be nice if you could post a status update. Temporrary is not a word that should be used.

  35. Jeanine Celentano

    How can I use member connect.
    My sister is on this site and I want to add to her family tree.

  36. Earl A

    You say the problem has been fixed Well everytime I try “search all records” it tells me there is a temporary site problem This doersn’t sound like it has been fixed to me. Three days now it is getting a bit rediculas

  37. What is going on? I can search thankfully, but I hate…is that too strong?…that it is a different search style and I can not edit my search input on the left like I used to. I loved the usual way so much that I hate what I am getting now.

    Shows you do a good job when things are working right!

  38. For those of you who are still having trouble accessing, please try clearing your cache.

    Try clearing your cache. To do this, please go to “Tools” in your browser and then select “Internet Options”. In that menu, you will see an option for “Browsing History” and select “Delete”.

    Sometimes your browser “caches” a page to make things run faster. You might be getting the old “down” page and this will clear out that cache.

    If you are still having difficulties, call our tech support team at 1-800-ANCESTRY

  39. Charles Nash

    Can you remove the temporary site problem page from so I can log on to I haven’t been able to log on to my family web site all week! Thank you.

  40. Lorne

    I performed the tasks of deleting temporary files as outlined by the staff member but it did not resolve my problem. I still can not download an online Ancestry file to Family Tree Maker.

  41. Gerry Green

    It is now 20.21 London time and I am still getting “Check Back Soon” messages.

    I cannot believe it takes so long to cure a problem that has only occurred since you messed around with the system a few days ago

  42. Frances Nash

    I don’t know what is going on but I cannot log out. A page appears that states “Check back soon”. Next time I go to the site I’m still logged in.

  43. Betty

    I’ve been trying to get on line later at night for several nights. Is the site still experiencing problems? Are there ANY times in the day where one can get to Frustrating …

  44. Patricia Lovell

    I noticed your website was unavailable on Safari, so I tried Firefox and got a result. Is this just a server problem, and could it be due to using a Mac?

  45. Andy Hatchett

    Patricia re:#59

    It has been mentioned in several blogs and message board poststhat Ancestry is very user unfriendly to Safari/Mac users.

    Ancestry says that they are “looking at” doing a Mac version… but then they have been saying that for as long as I can remember.

  46. John H

    You leave no place to post general inquiries — why is system refusing to accept alternate Date/Place of Birth information — it will only retain what you indicate as primary — no alternatives are kept — even though they are entered.(I have done this many times and suddenly it is not working.

  47. Karen Guidry

    I am still having problems signing in to It tells me that I have signed in at another location. I also have been having problems in downloading It will not download the entire page. This is on Oct. 31, 2009.

  48. Joseph Smyly

    The different search function is frustrating. The old one is better. Is this because of the site problems? I can no longer by “exact” restrictions on dates and places. The search records function is now worse than it was.

  49. John H

    I found the site to be very responsive this afternoon for quite a while, though not when I uploaded my most recent .jpeg file. However, I just downloaded an updated .ged file from my tree — it is smaller than the one I downloaded a few days ago and I have added people/information in the interim. Does not give you a lot of confidence the software is always doing what it should be doing.

    John H

  50. John H

    See my own message #61 above. When I posted that message, I could still add alternate names (but could not alternate DoB’s and places) Now I can’t post alternate names as well. What is happening???

  51. I have had problems with you folks for a long time. ihave now quit your service severaltimec. Yuo have irritated me so much i quit genealogy. I hope it doesn’t happen again. My patience is running out with this nonsence.

  52. I am trying to up date my page by uploading my information from Family Tree Maker. I have done so successfully before. I have followed directions exactly. The program packages perfectly, then when the program goes to “uploading file” it never changes from 0%, so it is not uploading. The option to “online” is ON. Nothing has changed since the last time I uploaded my ancestry information only it will not upload after various periods of time up to several hours.
    Everything works until we get to the upload.

  53. So much is being said about ANCESTRY.COM What about ANCESTRY.CO.UK!!!! No research done since Wednesday 28 October and it’s now 2 November!!! I hope I get compo for this! Not very happy at all!

  54. Sherry

    I was able to access UK census images an hour or so ago but it was slow. Now I get an error message (i.e., ancestry is unavailable).

  55. JUDY

    i am trying to search via old search (hate new search with a passion its a waste of time) it was ok this morning up until about 11 when i had to go out upon my return all i am getting is either the sorry be back soon or after a waite a message saying not all results are able to be shown due to site problems.


  56. Jade

    Tree servers sluggo yesterday and today. Now, 6:52 EDT tree servers totally not responding.

    Temporary problems have been several days now.

  57. Andy Hatchett

    The *real* question is….

    “Is this temporary problem permanent or is this permanent problem temporary?”

  58. The first time I cleared my cache it did not help. Then after checking this blog again today I saw post 53 from which tells us to clear our caches. So I went back and this time on my Windows Vista system I closed IE, went to controll panel internet options and when I went to delete temporary files I unchecked the box that says ‘Keep cookies and your temporary Internet files that enable your favorite websites to retain preferences and dislay faster.”

    Try that my fellow Ancestrians.

  59. Thanks for your help Michael (post 76), but that’s not worked for me. Just had an email from Nathaniel at Ancestry saying he has checked the site and there are no problems!!! Obviously, by taking this blog page into account, other UK users ARE having problems! Arrggghhhhhhhh! I can use with no problems, but I want ANCESTRY.CO.UK!!!!!! PLEEAASSSSE!

  60. When we have a problem like this at my workplace, there’s only one solution – give the system a right good old boot up the behind!!!! REBOOT!!!!!

  61. Kim

    as a quite new user of computers/emails thought my mess was something i had done……nothing on home page let me know the problem was ancestrys end, thought i was going mad not being able to remember my username/password. i’m really p***** off now, they’ve supposedly sent a reminder but to a defunct email address, but why bother if theres nothing wrong with my sign on info???????quite agree will i get my days back that i haven’t been able to access the site???????????

  62. Stuart Gourd

    The Ancestry hints seem to have degraded in quality a lot in the last few days. I am getting a lot of hints that have absolutely nothing to do with the individuals I am looking for, and/or confuse individuals and mix their information.

  63. Ava

    I changed the home person on my husband family tree and have lost all the info for alot of generations. how can this be and is there a way to get it back?

  64. Jerry

    Images are not loading. The entire site seems to be flakey. Slow loading freezing of various functions etc.
    I hope I am not the only one experiencing problems.
    I have been a member for several years and this is definitly the worst!
    I don’t know what to attribute it to.

  65. Jacqui

    Carry out any type to searches on English data, whether through, or using either web browers or the FTM search feature is extremely fustrating, searches to not open pages and seems to be on a total go slow.

    Something is wrong with the search function. Ancestry needs to admit that there is a problem, will all these other blog comments with the same problem.

  66. John H

    The problems seem to be continuing — the problem with not being able to load alternate names continues even though I reported here last Saturday and called it in early Monday. I am also now being offered totally illogical hints — something I have not experienced before. The site was down about 8-9 days ago for an upgrade. It appears that code may not have been checked out as well as it should have been. has also been very quiet and is not responding to any of the concerns being posted here — I am sure they are monitoring it — if not shame on them. When you put in enhancements you need to make sure the capabilities you already have continue to work properly.

  67. John H

    OK the IPO priced at $13.50 and has gone public this morning under trading symbol ACOM. Time to get back to work and maintain the product.

  68. Tom Hutchison

    There are a multitude of problems with the DNA Group Consoles for DNA Participants. I would at least like to address two of them immediately. I emailed support almost a week ago and so far, no response.

    1) A member’s current email address is not updating in the DNA Groups membership list. This is a huge problem and limits the connect messages going through! Please address this. It seems as if whatever the member’s email was when they signed up for the DNA section of is not syncing with the DNA Group site. There is no way to change the email address as shown in the help screen. The edit console will only let you change you log on and password. Because of this a connect message to a member does not work!

    2) A member who has yDNA results and mtDNA will not show up in the DNA Compare of a DNA Group site. The mtDNA results seems to be throwing the system for a loop and the yDNA results get lost in the shuffle. This is a major problem that needs to be addressed.

    To make matters worse, where does one go to try and get help to solve these problems with the DNA Consoles?

  69. William Matingly

    Maybe some of the upgrading is affecting the search pages for the states. Kentucky search for instance, I use as my home page on the net. Because O spend so much time researching there. The pagr has changed, for instance, I can no longer search the World War I draft records there and periodically stuff for California show up. The page for Texas seems unchanged so I’ve been switching to that state for the draft records. It’s a problem!

  70. Nedra Gatewood

    What is going on?!!! A few days ago I began to have trouble accessing info on searches, etc. Everything went from bad to worse. Now my user id and password no longer work and I am unable to reach anyone to re-set them. My homepage invites me to sign up for a free 14 day trial to use Ancestry although I am a paid up customer, I can’t reach anyone to talk to about my account. As a longtime user and faithful customer I deserve better than this!!!!

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