RootsChat.Com
General => Technical Help => Topic started by: KentishChris on Monday 05 November 12 00:51 GMT (UK)
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Hi all,
I have spent the last 4 days trying to log in to ancestry.co.uk, and nothing.
Nothing on the page works, apart from the subscribe button. And as I've already subscribed, that's no good either!
It'll all load up fine, but it won't let me sign in, or do anything. I can't even click on the contact us or help pages.
So I spent Saturday trawling through emails to try and get a help email address. I emailed them, but have had no response at all.
My problem is, they started taking money from my account on Monday, as my free period ended, but I can't even cancel that unless I go through my bank!
There is nothing wrong with my computer, everything else has been working fine, and I've had no problems at all with any other site or programme.
If anyone could help, I would appreciate it :)
Thanks,
Chris
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Hi Chris :)
You’ve recently moved to Australia, I believe – in which case, you’re probably communicating via servers in Sydney. Some UK websites will have a problem with that so try Ancestry.com instead.
My only reason for thinking this is that I used to work in England for a Paris-based company, and we couldn’t access parts of the BBC website because they thought we were in France.
Hope this helps,
Carol
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Hi
Try ringing Ancestry Australia 1800 251 838 and explaining the problem.
Have you by chance used a different computer at any time? Occasionally you can have a problem if you are still logged in on a different computer.
Andy
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Hi
I know you said everything else is working fine, but can you try logging in with a different browser or a different computer to check if it's a problem at your end or theirs? It sounds like a browser cache problem to me, which would be rectified by clearing your cache and cookies.
Alexander
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Why am I unable to log into Ancestry.co.uk. Have not been able to log in since Friday ? I thought they were doing maintenance ? Only thing that seems to be working on the site is an offer to a free 14 day trial, as I already have full membership I am " not best pleased " as my old gran would say ! >:(
Any help or information, as always, gratefully received.
Quiller
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Well, I just tested, and the site is working. Try clearing your browser cache* or try a different browser.
*If you do this, your password cache may be cleared too, and you will have to log in again to password-protected sites.
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Many thanks Nick, just tried logging in using Explorer, worked no problem, seems to be Google Chrome which I have been using for ages ???
Quiller
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I'm using Google Chrome too :-\
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Help......... Any ideas Nick ??
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Hi, logged on fine this morning, no problems at all, I`m useing IE 9.
jess5athome
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Why am I unable to log into Ancestry.co.uk. Have not been able to log in since Friday ? I thought they were doing maintenance ? Only thing that seems to be working on the site is an offer to a free 14 day trial, as I already have full membership I am " not best pleased " as my old gran would say ! >:(
Any help or information, as always, gratefully received.
Quiller
No problems logging in but when trying to view records I was getting that same 14 day free trial ad....seems to have gone away today ???
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Thanks for all your replies guys and girls! :)
When I was on Friday, it kept popping up "maintenance" etc. But I just by-passed that all and carried on my research.
I've cleared by cache, cookies and all that, but still nothing.
Tried all the ancestry websites, even the German one, but nothing.
I am using Google Chrome though...
Maybe I could start using another browser!
It's very weird why its just stopped working though!
Chris
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Oh, and still no reply from the ancestry help team.
Good job it's not urgent! ::)
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Help......... Any ideas Nick ??
Have you tried clearing your browser data ? (Click on symbol on top right of screen, click on 'Tools', and 'Clear Browser Data')
Ancestry is quite heavily dependent on Java and Flash graphics - make sure you are allowing those to work.
Also, check on your browser plug-ins and make sure they are compatible with the latest version of Chrome.
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There are others having problems with Ancestry and Chrome, but no solution as yet:
http://boards.ancestry.co.uk/topics.ancestry.ancsite/12403.2.1.1.3/mb.ashx
K.
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Hi all
Success (I think) I just unblocked that AVG extension and Ancestry is working fine. Unblocked everything, do not know whether it is just one thing being unblocked or the whole lot. Once I am over the shock, I will go through them one by one.
Many thanks
Quiller
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Luckily I've got a new laptop, and things are all working well for me now.
(I didn't get a new laptop just because Ancestry wasn't working haha)! ;D
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I paid for a premium subscription and have been unable to log in for several days now. I see that over ten thousand people looked at the post from Chris who is having this exact same issue. When I spoke to the Ancestry chat, they told be to check my browser and clear my cache etc. which I did of course for the sake of argument. I then asked them not to waste any more of my time with these ridiculous suggestions. I am sure that they are well aware of the problem which is to many people on their website and their servers cannot handle it. Do not allow them to deceive you and make you think that the problem is something that you are doing. I told them that I want a free month and if it is still not working then I want my money back. Their are laws against selling you a product that does not exist or is not available. If you purchase a months subscription then you should get a months subscription. If they cannot supply you with this then they should ether give you your money back or extend your membership for the days that you were unable to log on at the very least. Scott
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I went in and cleared my cache and I am now on the UK Ancestry. I don't know if I got on it now because I cleared the cache or if their are just less people on the site now but time will tell.
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I have had a couple of instances where, despite being logged in paid paid up to date I have been prompted to subscribe when I have tried to access my records. Seems OK if I close the session and start again.
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I thought that it was okay after I cleared the cache but it did not work. I am unable to log in. The home page will not even load up and ancestry has still not gotten back to me. Scott
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It has been playing up for me for several days. Every thing is fine for a while, then it stops and says ‘Server not responding’, or although I am already logged in it tells me to login, but the place with should show my user name, account or login place is all blank.
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I paid for a premium subscription and have been unable to log in for several days now. I see that over ten thousand people looked at the post from Chris who is having this exact same issue.
But Chris was having the problem 6 years ago in 2012. >:(
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Chris was having the problem then and I am having the problem now along with hundreds or thousands of others. Does anyone have any helpful suggestions regarding how to resolve this? What have the rest of you done? Have you contacted Ancestry about it and has anyone had a helpful response from them? Scott
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Chris was having the problem then and I am having the problem now along with hundreds or thousands of others. Does anyone have any helpful suggestions regarding how to resolve this? What have the rest of you done? Have you contacted Ancestry about it and has anyone had a helpful response from them? Scott
Hi Scott, how do you know that thousands of others are having the same problem? Just because 100000+ have viewed this post since 2012 doesn't mean they have all had problems. People on Rootschat tend to just look at different threads either to see if they can help, or just out of interest.
Have you tried contacting them on their Facebook page, that often gets good results?
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There's another post about Ancestry problems here....
http://www.rootschat.com/forum/index.php?topic=802114.0;topicseen
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Hello all i have been with Ancestry for years their software is not the best it could be.
Tuesdays seems to be one of the worst days of the week why?.
It crashes and no end of silly problems come to light.
You all have my sympathy there have been times i nearly called it a day.
About time they got there act together it costs a lot.
regards tobyma123. ::)
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I think a lot is pot luck. I've been with them for over 12 years, and apart from one or two minor things have never had a problem.
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I was able to locate a number for the UK Ancestry site. It is 0800-404-9723. I told the person about the issues and that the page was not even loading up. She said that the problem was on my end and said that she would send me the troubleshooting list. I explained that i have already gone through the troubleshooting list with no success. I then mentioned that several other people were having the same issue and that I even tried to log in from a different computer without any luck. She still insisted that the problem was on my end as well as those others who are having problems with it. She said that they had not received any complaints from anyone including myself. I mentioned what a computer expert said to me about to many people being on the site and that the Ancestry servers could not handle the traffic. She had no comment about that. I finally asked her for my money back and she agreed. I then said that if they do not address this problem and if they keep making excuses that they will end up losing lots of customers. It is also a shame for those who have spent weeks or months building their family trees. Scott
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Just tried ancestry.co.uk again and for three days now remains unresponsive. However, I typed in ancestry.com which loaded and with me logged in. I can access my inbox and hints but not my trees BUT...
I clicked on a hint and then clicked on Tools-> View in tree and hey presto, my tree loaded in ancestry.co.uk.
I then closed Safari and reloaded it typing in ancestry.co.uk. Still unresponsive!!!
Can't get through on their support line. Might be a tad busy???
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I've thought a bit more about these symptoms and I suspect that this is a problem with ancestry.co.uk authentication software. Clearly, the functionality behind the initial page is intact and working but whenever, the software looks to confirm that the user has successfully logged in (i.e. is authenticated) the package ceases to respond.
Come on Ancestry, at least put a message on your support phone lines and save you grief and us Limeys time.
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I'm not quite sure what members who are having problems with Ancestry are doing and what OS and browser the you are using but I have had no problems at all on Win 10/Firefox/Chrome/Edge* or Mac/Safari for ages.
Gadget
* or Win7/Firefox
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iMac running Mojave 10.14+ Safari v12.0
Works with ancestry.com
Doesn't with Ancestry.co.uk
But it does work on my iPhone!!!
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Have you tried it with any other browser (e.g. Firefox) ?
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Just uploaded Firefox and it works.
Safari still doesn't.
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Just uploaded Firefox and it works.
Safari still doesn't.
:D
I have always found Safari a bit unpredictable so I usually use Firefox on my Mac.
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From a recent email about problems I had with Ancestry:
" We apologize for the frustration this has caused. Microsoft Edge and Apple Safari web browsers are not compatible with our website. We recommend that you use Google Chrome or Mozilla Firefox. "
Not even "We are working to improve..." :( :(
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I certainly don't have any problems with Safari on my iPad, when logging into Ancestry or anywhere else, and haven't received advice to change to Google Chrome, (which I use on my PC!). ??? ???
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Working ok on W10/firefox
https://www.ancestry.co.uk/account/signin?signUpReturnUrl=https%3a%2f%2fwww.ancestry.co.uk%2fcs%2foffers%2fsubscribe%3fsub%3d1&secRedir=1