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General => Technical Help => Topic started by: Birtle on Thursday 13 October 11 12:22 BST (UK)

Title: ancestry slow?
Post by: Birtle on Thursday 13 October 11 12:22 BST (UK)
Until 2 or 3 days ago all was fine, but is anyone else now finding the ancestry website desperately slow to load? As for the images, well I just take a cue from them and give up mid-load. Am running Windows 7 64-bit + IE9 (using 32-bit), and have compatibility view enabled for ancestry. I can watch TV online without problem and other websites load promptly enough so i don't think it's my pc or internet connection.
Birtle
Title: Re: ancestry slow?
Post by: Redroger on Thursday 13 October 11 13:16 BST (UK)
I don't normally do Ancestry, but as will be seen from other threads I have had similar problems recently, and the specifications of my computer are very similar to yours so, I wonder?
Title: Re: ancestry slow?
Post by: Birtle on Thursday 13 October 11 13:21 BST (UK)
Hi Redroger,
Do you also perhaps have Trusteer Rapport on your computer? I've just found various banking sites also unusually slow to load...
Title: Re: ancestry slow?
Post by: Redroger on Thursday 13 October 11 13:22 BST (UK)
No. I don't do online banking in any form as I am not convinced it is secure.
Title: Re: ancestry slow?
Post by: Birtle on Thursday 13 October 11 13:34 BST (UK)
Well, if the finger does point truly towards W7 then today's tranch of updates have not improved the shining hour... But I'm not yet certain it does. :-\
Title: Re: ancestry slow?
Post by: Roger The Hat on Thursday 13 October 11 13:59 BST (UK)
I'm currently accessing Ancestry (Library Edition), and I'm not having any problems.

'Hat.

XP pro SP3
Avira
Online Armor
Pale Moon (Firefox)
Title: Re: ancestry slow?
Post by: Redroger on Thursday 13 October 11 19:18 BST (UK)
You may have seen another thread I was interupted in mid sentence on this site by MS installing its updates. Impatient b****rs, in future they will have to wait my pleasure!
Title: Re: ancestry slow?
Post by: coombs on Thursday 13 October 11 19:31 BST (UK)
Ancestry was slow last night when I went to log on.
Title: Re: ancestry slow?
Post by: Birtle on Friday 14 October 11 09:52 BST (UK)
Hi Coombs, Did ancestry remain slow to the point of exasperation?
Though I must say I'm now suspecting a more pervasive problem afflicts my pc. Have uninstalled Rapport, but that made no difference. IE9 is now in my sights, though support.microsoft's FixIt found nothing particularly wrong. If not that, then maybe contact my ISP though the up/download data looks pretty stable from what i can see. Oh dear. 'puters are wonderful when they work, but a nightmare when they get sick.
Good luck with future updates RedRoger.
Birtle  :)
Title: Re: ancestry slow?
Post by: Braindead on Friday 14 October 11 11:24 BST (UK)
Had a slow day with ancestry about a week agowhen working through my FTM 2011, but direct access to the site itself was fine. Not had any problems since, certainly all was well last night. I'm using Firefox & Windows 7. I do have a quick internet connection though, typically about 12mbps.
Title: Re: ancestry slow?
Post by: Birtle on Friday 14 October 11 12:06 BST (UK)
Thanks Braindead. I think my connection's pretty stable, but I do now recall IE9 throwing a hissy fit ('stopped working') a few days ago due to 'bad scripting or a malicious addon' on my ISP's webmail home page. I'd give all due credibility to the former  ;), not sure about the latter. Maybe IE got addled as a result (though its previous hissy fits haven't had any palpable effect). Even so, some websites still load with typical snappiness; it's just ancestry and one or two other sites that are behaving anything but typically. Next step i guess will be to uninstall IE9 and roll back to IE8. No doubt, a la RedRoger :), I'll get spontaneously updated back to IE9 before I even know it!
Title: Re: ancestry slow?
Post by: sallyduk on Saturday 15 October 11 18:26 BST (UK)
Hi Birtle

Has your Ancestry improved yet?

I've just subscribed to Ancestry after taking a year out and if today has anything to go by I will cancel after the 2 week free trial.

Whatever I seach for on the site the pages are taking forever to load!

I'm also on Windows 7 64 bit using IE V9.

Regards
Sally
Title: Re: ancestry slow?
Post by: coombs on Saturday 15 October 11 18:38 BST (UK)
Still quite slow for me. Not my puter.
Title: Re: ancestry slow?
Post by: Braindead on Saturday 15 October 11 19:41 BST (UK)
It's fine for me, just a second or two to download a 1/2 mb image.

Happy 4000 posts, Coombs
Title: Re: ancestry slow?
Post by: Birtle on Sunday 16 October 11 10:10 BST (UK)
Hello all,
ancestry's still dismally slow. I normally access it via 32-bit IE9, which I habitually use because Adobe Flash still doesn't support 64-bit. I tried the 64-bit version yesterday which marginally improved things but this morning everything's back to square one.
I think the next step is maybe a post on the ancestry forum to see if anyone else is suffering, or contact their helpline if things don't improve.
Title: Re: ancestry slow?
Post by: Wharfrat on Sunday 16 October 11 11:19 BST (UK)
Just to add to the pile, I'm finding Ancestry images very slow as well, on three separate machines, all using Firefox (one using 3.6 which still works with the enhanced viewer, and two on 7.0 which doesn't); two on Vista, one on XP.

So, it ain't browsers and it ain't windows.

I did try and look on Ancestry to see if there were any comments about it, but I couldn't find anything immediately...
Title: Re: ancestry slow?
Post by: sallyduk on Sunday 16 October 11 11:38 BST (UK)
Yes, mine too painfully slow! :-(
Title: Re: ancestry slow?
Post by: Birtle on Sunday 16 October 11 11:58 BST (UK)
I've just posted on the ancestry message board:- Community>Message boards>More topics>ancestry.com>ancestry site comments (you can guess what the subject line was!) and received one reply so far which suggests the cause is server overload because of the free deal ancestry's offering to celebrate its nth anniversary. But it can surely do no harm to add to my voice in the wilderness if you feel so minded.
The way things are going on ancestry could shoot itself in the foot. I for one may suspend re-subscribing (due v shortly) if things don't improve...
Happy days - NOT.  :)
Title: Re: ancestry slow?
Post by: Roger The Hat on Sunday 16 October 11 12:16 BST (UK)
As an afterthought....

I'm not using the enhanced viewer thingy. Would that make a difference?
(Still no problems with the Library Edition).

'Hat.
Title: Re: ancestry slow?
Post by: Birtle on Sunday 16 October 11 12:25 BST (UK)
Hi 'Hat. I don't use the enhanced viewer either. It's all very curious. Maybe the Library Edition is immune to these connection issues for some reason.  ???
But if the cause should be server overload it's a shame, because the ancestry site is so useful most of the time (try not to be toooo discouraged yet, Sallyduk!).
 :)
Title: Re: ancestry slow?
Post by: Redroger on Monday 17 October 11 12:09 BST (UK)
A connected tree of my relatives on Ancestry showed there was some new information there, I included it in my tree and was on the site for 45 minutes with no problems earlier.
Title: Re: ancestry slow?
Post by: Birtle on Tuesday 18 October 11 16:37 BST (UK)
The search product manager at ancestry reports that they are aware of random slowness and are trying to track down the cause, but because it is sporadic it's a bit of a challenge. One possible workaround ftb, he suggests, is to refresh the browser.  It doesn't make eg an image load any faster  :( but it might produce results moreso than just sitting glumly looking at a blank window! (My words, i hasten to add, not his)
Title: Re: ancestry slow?
Post by: Redroger on Tuesday 18 October 11 17:33 BST (UK)
Rather like my experience on Rootschat last night with Firefox. Very slow, taking 5 minutes approx to refresh a page, tried, more in hope than expectation , using IE8 again, surprisingly this worked and the whole thing is much fast so far.
Title: Re: ancestry slow?
Post by: Wharfrat on Wednesday 19 October 11 09:49 BST (UK)
The search product manager at ancestry reports that they are aware of random slowness and are trying to track down the cause, but because it is sporadic it's a bit of a challenge.

Interesting! Knew it was them!

I contacted their helpdesk and got the following reply. I did try all the stuff on the suggested page and it did appear to make a difference, however we have subsequently still had issues not just on images:

Quote
We appreciate your message.

As I understand it the situation may be because we recently did website maintenance and when this happens some customers need to sign out and clear all cache and cookies to allow for the updates to be in effect on your computer.

Answer Title: Optimizing your Ancestry experience
Answer Link: http://ancestryuk.custhelp.com/cgi-bin/ancestryuk.cfg/php/enduser/std_adp.php?p_faqid=5253


Thank you for yur patience in this matter.

If there is anything else with which we might assist you, please let us know.

Laurie-Ann
Member Solutions
Ancestry.co.uk
http://ancestryuk.custhelp.com/

Re: earlier points about the enhanced image viewer, I've got two machines, one running Firefox 3.6 which works with the viewer, and one with Firefox 7.0, which doesn't, and I had the same problems with both.
Title: Re: ancestry slow?
Post by: Wharfrat on Wednesday 19 October 11 16:19 BST (UK)
Because I've nothing better to do and am fed up with Ancestry, I have spoken to their tech support. I am told that they are aware of the problem, and it is down to large numbers of people uploading trees following a new release of software.
The guy told me the situation does seem to be getting better, and they are trying to rebalance their servers to cope.
Kind of sounds to me though that it may be a little while before things get back to normal...

Definitely their fault!
Title: Re: ancestry slow?
Post by: coombs on Wednesday 19 October 11 18:15 BST (UK)
The FamilySearch org site is also slow. Ancestry is still sluggish for me.
Title: Re: ancestry slow?
Post by: Birtle on Wednesday 19 October 11 18:35 BST (UK)
Yep, familysearch has been pretty sluggish (though it quite often is), but ancestry still takes the biscuit. As for clearing out caches, logging off, etc etc. Well, regarding the latter, ancestry often logs me out between sessions whether I ask for it or not, and my cache etc is regularly cleared out. I also vetted my entire system thinking it was my pc playing up. It might be in some ways but it's now clear - and thanks for all the supporting input - that I'm not a voice in the wilderness over ancestry's being so unsatisfactory at present.
Refreshing the browser does seem to help, especially if you allow some time for the page to attempt to load (hah) before justifiably losing patience. That's not just for images; I've found the search pages, community etc v slow to load as well right from the start of this fiasco.
Title: Re: ancestry slow?
Post by: Braindead on Thursday 20 October 11 08:42 BST (UK)
I have my browser set to clear my cache each time I close it, perhaps that helps in keeping Ancestry running quickly for me.
Title: Re: ancestry slow?
Post by: Nick29 on Thursday 20 October 11 10:27 BST (UK)
I think that could actually make it slower.  The browser cache contains elements of web pages that the browser can re-use, to save downloading them over and over again - like, for example, the RootsChat picture in the top left of the screen.  The browser 'knows' that it doesn't have to download that every time you re-load a page, so it gets it from the cache.  If you clear the cache, the browser has to load it again from the internet.
Title: Re: ancestry slow?
Post by: Redroger on Thursday 20 October 11 10:33 BST (UK)
So Nick, Are you saying in effect that by clearing the cache we are "As bad burned as scalded"?
Title: Re: ancestry slow?
Post by: Nick29 on Thursday 20 October 11 10:37 BST (UK)
It depends which cache you're talking about.   There are lots of caches in a computer.  Clear out the wrong one, and you could end up worse.  You can inspect the contents of the browser cache - inside you'll find lots of 'bits' of web pages.

Title: Re: ancestry slow?
Post by: Redroger on Thursday 20 October 11 10:39 BST (UK)
Thanks Nick for the tip.
Title: Re: ancestry slow?
Post by: Braindead on Thursday 20 October 11 11:07 BST (UK)
I think that could actually make it slower. 

Regardless of that, I don't have any problems with the speed of Ancestry. With today's broadband speeds and web design, pages should load quickly without information in the cache.

I mentioned my settings to give people another option to try to see if they can address their problems accessing Ancestry at a reasonable speed. If Ancestry isn't working for people, it must be worth them trying something else.
Title: Re: ancestry slow?
Post by: Nick29 on Thursday 20 October 11 11:20 BST (UK)
'Today's broadband speeds' in the UK can be anything from 448kbps to 100Mbps.   I'm sure you won't need a browser cache at the upper end of the scale  :)

I use Ancestry fairly regularly, and it seems to slow down and speed up due to a factor which affects lots of other sites - server loading.  Ancestry are lucky, because they have members all over the world, all on different time zones, so they can split the load somewhat, but that won't remove the problem entirely.  Last year, when we had a particularly cold winter, Ancestry was visibly slower, because people couldn't get out of the house much, so they turned to their hobbies instead.

Title: Re: ancestry slow?
Post by: Wharfrat on Thursday 20 October 11 16:07 BST (UK)
The FamilySearch org site is also slow.

Same here! I bet everyone is fed up with Ancestry, and is doing stuff on FamilySearch instead. I know I was!
Title: Re: ancestry slow?
Post by: Redroger on Friday 21 October 11 17:46 BST (UK)
Does that account for the reported slowness on that site I wonder?
Title: Re: ancestry slow?
Post by: coombs on Friday 21 October 11 20:31 BST (UK)
FamilySearch is still slow for me.
Title: Re: ancestry slow?
Post by: Redroger on Saturday 22 October 11 12:27 BST (UK)
Had no recent problems with Family Search.
Title: Re: ancestry slow?
Post by: bruckshaw on Wednesday 26 October 11 21:26 BST (UK)
Ancestry is almost impossible to use at the moment. I am using Win XP and Google Chrome. My download speed is a steady 5.5 Mb/s and all other sites are OK

I complained to Ancestry and had this reply:

"We apologise about the inconvenience and we are working on resolving the issue with slow loading speeds for certain things. While we are still working on getting that fixed I would suggest that you clear you cache and cookies as well as add ancestry as a trusted site."

It has been like this for about a week now and I am thinking of cancelling my subscription.

Trying to get data via the Web Search Resource facility in FTM 2006 is like watching paint dry.
Title: Re: ancestry slow?
Post by: sallyduk on Wednesday 26 October 11 21:58 BST (UK)
I also found Ancestry unbearable to use, I've tried morning, noon, night, early hours of the morning, I've tried using Win 7 & XP, IE8 & IE9 but nothing helped so I decided I had no option but to cancel my subscription until I hear things have improved!  >:(
Title: Re: ancestry slow?
Post by: Redroger on Thursday 27 October 11 09:42 BST (UK)
Cancellation en masse is probably the only thing they will understand!
Title: Re: ancestry slow?
Post by: lalkav on Thursday 27 October 11 10:44 BST (UK)
Ancestry is also absolutely ridiculously slow for me. It's been like it for over a week now and is virtually impossible to use it's so slow. I've tried using my PC and laptop and it's the same on both. All other websites are perfectly OK. My subscription is due in January and if it's still the same then I will have to seriously consider whether it's worth paying the money.
Title: Re: ancestry slow?
Post by: bruckshaw on Thursday 27 October 11 10:50 BST (UK)
I think Ancestry are morally obliged to extend our contracts by at least one month to compensate for this problem.

Having said that my responses are a little better today. Will it last?
Title: Re: ancestry slow?
Post by: Nick29 on Thursday 27 October 11 10:56 BST (UK)
I wonder if those who complain, or who are urging more militant action have ever tried phoning Ancestry and talking to them ?   I've always found them to be very polite, caring and helpful, and when I've complained about problems in the past I have been rewarded with a discount on my renewal fees.  Which is good for me, because I've never been a fan of cutting off my nose to spite my face.

P.S.  Just tried Ancestry - it's fine for me here at 11AM on a Thursday, but for a true test you would have to try it at times when the demand could be heavier.

Title: Re: ancestry slow?
Post by: Wharfrat on Thursday 27 October 11 13:24 BST (UK)
On the message board in Ancestry, it seems they are pointing the finger at one of their network providers, who are not named, and are trying to resolve. But that was 3 days ago.

I see at least one person on there has got a 2-week extension on their sub by phoning. I'll see if I can stand another 20 mins hanging on to their help line to give this a go myself, as our subs are due shortly.

Title: Re: ancestry slow?
Post by: Birtle on Thursday 27 October 11 14:12 BST (UK)
but for a true test you would have to try it at times when the demand could be heavier.
I've been logged-in at times anywhere between 10 am to midnight daily for the last fortnight+ . Made no difference whatsoever. And today is just as bad as yesterday and the day before and...
As for talking to ancestry, I probably will phone them - Wharfrat, did you have to hit the Refresh button during your wait to get through?! ;) - when the time comes for renewing/cancelling my sub in 10 days' time. Most likely, I'll cancel. Being an innate sceptic, I'd see an offer of discount as rather a good way of ensuring they have subscribers' money for another year come what may, and under present conditions I'd be cautious about that, let alone begrudge it! Bit like awarding an A* to someone whilst thinking they could have done much much better. But that's just me.
However, at least I have a choice as I don't have a famtree on ancestry etc, so switching to FindMyPast will leave my nose firmly attached to my face and quivering less in indignation than the jellified state it's in at present. I only hope others whose fortunes are more tied in to ancestry will have their justifiably ruffled feathers soothed by some acceptable means sooner rather than later.  And wouldn't it be good if the means were to be offered rather than need to be sought.
Title: Re: ancestry slow?
Post by: Nick29 on Thursday 27 October 11 14:28 BST (UK)
Ancestry's Help Desk workers are based in America, so you'll find the highest number of staff on duty during American 'office hours'.  I phoned at about 10AM UK time (if I recall correctly), which is about 3AM their time, and got through straight away.

P.S. you can check which route your connection to Ancestry takes - see .....


http://www.rootschat.com/forum/index.php/topic,562565.msg4155035.html#msg4155035
Title: Re: ancestry slow?
Post by: Redroger on Thursday 27 October 11 16:18 BST (UK)
Seldom use Ancestry, and never use the paid version, far too expensive for me!Prefer to use the source documents.
Title: Re: ancestry slow?
Post by: bruckshaw on Saturday 29 October 11 15:02 BST (UK)
Thanks Redroger that helps the problem considerably!

It's gone quiet on the forum. Does that mean all is OK? It certainly is not with me.

If it was not for the fact that I normally use the Ancestry Web Search facility in FTM to get leads to sources I would be thinking seriously about changing to FindMyPast.
Title: Re: ancestry slow?
Post by: DozyDora on Saturday 29 October 11 15:24 BST (UK)
Do you ever use Crap Cleaner to remove your Internet files?  Sometimes when your computer has too many cookies it can slow everything down.
Title: Re: ancestry slow?
Post by: bruckshaw on Saturday 29 October 11 15:28 BST (UK)
But it is not "everything" that is slow. It is just Ancestry sites.

I tried removing cookies last week and that made other things slower because they all had to re-loaded again.
Title: Re: ancestry slow?
Post by: TomRees on Saturday 29 October 11 15:35 BST (UK)
Have you discussed this with your ISP ?

My Ancestry experience is fine - going like a train as I type .....

BT Wholesale BBand, via FTTC (Infinity). Using XP/SP3 and FFox 3.6.23
Title: Re: ancestry slow?
Post by: bruckshaw on Saturday 29 October 11 15:41 BST (UK)
Yes but then Ancestry admitted that they had a problem (see my earlier post). My download speed is acceptable at 6 Mb/s.
Title: Re: ancestry slow?
Post by: TomRees on Saturday 29 October 11 15:43 BST (UK)
wonder why I dont see it then? I'm using Ancestry most days for a couple of hours, different times of day.

Title: Re: ancestry slow?
Post by: HarryW on Saturday 29 October 11 15:52 BST (UK)
I've been following this post for some days and trying Ancestry at various times after people have reported problems.   I've not seen any speed problems at all and I have a fairly slow broadband connection (2.8mbits/sec downstream).

I use Ancestry most days and at different times
Title: Re: ancestry slow?
Post by: bruckshaw on Saturday 29 October 11 16:01 BST (UK)
It is not exactly a speed problem but rather a delay in searching for data. Once it starts downloading there is no problem except that sometimes I get a blank formatted data page.

Where are all the other contributors who were complaining about Ancestry earlier this week?  Have you all found solutions?
Title: Re: ancestry slow?
Post by: Wharfrat on Monday 31 October 11 09:45 GMT (UK)
Hi

This was posted on the thread on Ancestry over the weekend. At least giving feedback to them may help?

Quote
We continue to investigate the problem. Unfortunately, they are sporadic. They seem to be limited (primarily) to users in the UK, but not all users in the UK are experiencing the problem. This makes it more difficult to trace.

However, we have found some problems that we have been able to correct. These (hopefully) will help the situation. We are also investigation some other potentially problematic areas.

If you continue to have problems, please provide the following details either on this board or to [email protected]:

1. The time of day you experienced the slowdown. We will assume, unless you state otherwise, that you are reporting the local time in the UK
2. The URL you were accessing when you experienced the slowdown

This information will help us further narrow down the problem and give us timeframes in our server logs to check for sporadic problems.

Thank you for your patience.

Regards,

Jim Mosher
Search Product Management
Title: Re: ancestry slow?
Post by: Redroger on Monday 31 October 11 09:50 GMT (UK)
It is not exactly a speed problem but rather a delay in searching for data. Once it starts downloading there is no problem except that sometimes I get a blank formatted data page.

As sometimes happens to me on this site.
Title: Re: ancestry slow?
Post by: Nick29 on Monday 31 October 11 10:37 GMT (UK)
People may find Ancestry a little slow at the moment because of the severe weather (along with power blackouts) in parts of New York and Connecticut.  I was trying to listen to some NY internet radio stations this morning, and had to give up because the very slow connections wouldn't even support streamed audio.

Title: Re: ancestry slow?
Post by: bruckshaw on Thursday 03 November 11 11:21 GMT (UK)
A big improvement over the last couple of days. I have done nothing at my end to cause this.
Title: Re: ancestry slow?
Post by: Treetotal on Thursday 03 November 11 11:28 GMT (UK)
Ancestry is also slow for me at peak times when other sites are at normal speed...very annoying >:(
Carol
Title: Re: ancestry slow?
Post by: Redroger on Friday 04 November 11 19:14 GMT (UK)
If you access the American site after Calinfornia wakes up (14.30GMT) you will find everything much slower. So far as other things permit, which is not that often, I prefer to use the net before 14.00 for this reason. The best time to use the Internet is any American bank holiday.