(*Completed with thanks*)Cannot access any transcripts of records on Ancestry.

[Doddie]

I have been with Ancestry since about 2008 and have not encountered any problems until now.

For the last few weeks I have been unable to view transcripts of any documents. All 'View' boxes are now very narrow. When I click on them I initially just get a black screen then a dialogue box pops up saying, "Oops, we've hit a snag, we are unable to retrieve the image. Please try again". Needless to say trying again makes no difference. All other aspects of  using the site are fine, just this one irritating issue. I take it that because the problem is obviously recognised by Ancestry themselves and flagged up via one of their own dialogue boxes, the problem is at their end.

All advice appreciated.

Regards

Doddie

[jim1]

Do you mean transcripts of images or something else ?

[Doddie]

Hi jim1, Sorry about the confusion. I mean the images themselves. For instance this morning I was looking for a census entry. I found the Ancestry listing but when I clicked 'view' in order to look at the actual image of the relevant census page that's when the dialogue box popped up. This applies also to any images I have that are connected to any records already saved in my 'shoebox'. When you click 'view' the viewing window opens but it is just blacked out and there is a rotating 'wheel' icon for a few seconds as if the system is working to retrieve the image but the 'Oops...' message appears. It is possible to navigate round the rest of the website as normal (inputting details and searching etc.) but not access any actual images of the documentation.

Regards

Doddie

[Deirdre784]

Working ok for me 🤔

[jim1]

Working for me too.
I know it sounds an over-simplification but have you tried logging out & back in.

[Doddie]

Tried logging off and back on again - no change. Seems a bit strange, I have no problem accessing areas like my family tree/messages/hints list/profile etc. Just seems to be the images that are connected to records that are the problem.

Doddie

[Deirdre784]

Does seem strange but I'm on there right now and have looked at a couple of images, both attached to records and new ones. Worked on my ipad earlier too.

[jim1]

Can you get to "tools" on the right side of the image ?
In settings it should look like this.
Have you got the latest version of Macromedia Flash Player ?
Or try uninstalling & re-installing as Ancestry uses this to allow you to view images.
Or try a different browser.

[ThrelfallYorky]

It's working okay for me showing scanned images of records such as Census, etc, but if I hunt back and forward for a bit in records it seems to freeze up, and the only easy way I've found is to remember "where" I am, go off "Ancestry" , log back in, and start a new search to get back to where I was!