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General => Technical Help => Topic started by: Forfarian on Saturday 04 October 14 17:27 BST (UK)
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Having recently learned that the NZ probate records are available on www.familysearch.org, I have been trying to access them on my (ageing) PC.
I can get as far as the index, but when I put in a name and try to search, I get an error message saying "We are unable to display page content due to technical difficulties. Please try again in a few minutes." Well, I've been trying from time to time for several days now, and always get the same message.
I can browse the collection, but not, apparently, search the index.
Then I had the idea of trying my netbook, and the search works fine there. The only snag is that the results are so small I cannot read them. I can, of course, use the result there to find what I want through the 'browse' pages on the PC, so all is not lost.
However the fact that I can do it on the netbook and not on the PC suggests that some setting or other on the PC must have been altered. But it wasn't by me!
Which reminds me that on the PC, if I search the IGI, then change the search parameters, it won't perform the revised search unless I refresh.
Both PC and netbook have Windows XP (yes, I know XP is out of date) and Firefox 32.0.3. The PC has Norton, the netbook doesn't. I am a tech-numpty.
Are two phenomena related, and, more to the point, what should I do about them?
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Tried with latest F/fox and worked fine!
IF it was me... I'd close email program and all other tabs, disable Norton and try reloading the search page and see if it loaded OK or not...
then re-enable Norton, if it loaded OK then possible Norton clash.. no difference then possibly a F/fox setting problem.
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And to confuse you both, XP, Norton 360 plus Firefox ver 32.0.3!
No problems here looking at search now.
Brian
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LOL... no confusion just don't have Norton to test it!
Another thing the affects FS is slow internet connection which can cause problem.
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Another thing the affects FS is slow internet connection which can cause problem.
Certainly agree with you on that, Forfarian could you post a link to your last linkable connection?
[Just out of curiosity to check]
Brian
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Forfarian could you post a link to your last linkable connection?
Sorry, Brian, but I don't actually understand what you mean by last linkable connection.
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I have found that if you are using Firefox with the NoScript addon, you have to allow or temporarily allow all the websites on the search page. I was getting the errors and found that this worked. and I do not get them any more.
You can turn them on and off until you find which one is causing the problem, and then either leave it on permanently or just temporarily.
Ian C
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Forfarian: What I was trying to say is 'which page did you get to before you got the error'!
I was going to try and get to the same page to see if I had the same problems.
Brian
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if you are using Firefox with the NoScript addon
Thank you for this suggestion. I have looked at my add-ons and there isn't one called NoScript listed.
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which page did you get to before you got the error
Ah! Thank you. I told you I am a tech-numpty.
This is the page I get to https://familysearch.org/search/collection/1865481 but when I put a name in the search box and click on 'Search' I get the error message.
It occurred to me to try a couple of other collections, and the same thing happens. So it doesn't seem to be specific to the NZ probate collection.
However the IGI at https://familysearch.org/search/collection/igi is still working, sort of, except that if I want to refine a search I've already done, I have to click on 'refresh' after clicking on 'search', otherwise it does nothing.
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Well it works OK with F/fox, and Norton, you don't have No Script (which allows you to see/allow content from a web site).. you don't say if you have a fast Internet Connection or not BUT FS uses Adobe Reader... so have you a recent update of Adobe??
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Well it works OK with F/fox, and Norton
I am not sure that Norton isn't the cause of the problem. I don't have Norton on the netbook, and it works fine on that. I do have Norton on the PC, and it's on the PC that it doesn't work.
you don't have No Script (which allows you to see/allow content from a web site).. you don't say if you have a fast Internet Connection
I can't answer that because (a) I don't know how you would define 'fast' and (b) I don't know how fast my connection is. (The little icon on the PC is saying 100 Mbps at the moment.) All I can say is that I am getting this error message now on collections I used to use without any problem. And I don't have NoScript on the netbook either, so it can't be that.
or not BUT FS uses Adobe Reader... so have you a recent update of Adobe??
There seems to be an Adobe update just about every day, and I can't say for certain when it was last updated. The current update, not yet installed, is Adobe Reader XI (11.0.07). However I have viewed things using Adobe as recently as yesterday.
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No problems with the site at the moment :)
You say you don.t know how fast your internet connection is?
Try clicking here: http://www.thinkbroadband.com/speedtest.html
Slow is anything below 10Mb download, quick is like 100Mb download.
(A Virgin cable user) 8)
Brian
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Try my previous suggestion about trying it with Norton disabled??
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"...There seems to be an Adobe update just about every day, and I can't say for certain when it was last updated. The current update, not yet installed, is Adobe Reader XI (11.0.07). However I have viewed things using Adobe as recently as yesterday...."
depends on website's requirements!
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Version 12.1.3 is mine..
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Try my previous suggestion about trying it with Norton disabled??
I tried to open Norton to do this, but it wouldn't open. Then after waiting ages I got a Norton error message saying something like 8504,104 and it hung up altogether.
The more I think about it, and the more you all say, the more likely it seems to me that Norton is the culprit.
Should I download something like AVG or Avast, then go offline, uninstall Norton and install the other, then go back online and try again? Which AV program would anyone recommend?
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Norton products should always be un installed before installing any other security product.
https://support.norton.com/sp/en/uk/home/current/solutions/v60392881_EndUserProfile_en_us
[On this machine (currently using) I have AVG Antivirus free 2014)
Which Norton product have you, free online help available just bring up product info. :)
Brian
Error 8504,104 fix from Norton, suggest you print out the instructions before acting on info!
https://support.norton.com/sp/en/uk/home/current/solutions/v62545568_EndUserProfile_en_us
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NO...there's a Norton Removal Tool you need to remove Norton!!
Have you a Norton Icon at bottom of screen? Right click and "Disable"... (need a Norton user to advise on this!!)
Why not download Adode first? http://get.adobe.com/reader/ as far as I know the present FS site only went fully functional Sept 14 so what are their Adobe requirements??
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as far as I know the present FS site only went fully functional Sept 14 so what are their Adobe requirements??
I don't know, but my netbook has Adobe Reader 11.0.08 and FS works fine on that.
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Have you a Norton Icon at bottom of screen?
No. There was at one time, but it seems to have disappeared, along with some other icons.
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Yes but that meets tablet's requirements... your PC might need a different Version!!
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Forget about the tablet!!!
Go to http://get.adobe.com/reader/ and IT WILL READ and TELL YOU WHAT YOUR P.C. SYSTEM NEEDS!!
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Remember to untick the 'install McAfee' otherwise you could be having major problems!
Brian
Adobe reader 11.0.8 on XP machine
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Forget about the tablet!!!
It isn't a tablet, it's a netbook - a small laptop/PC with the same OS and mostly the identical software as the PC.
Go to http://get.adobe.com/reader/
Have now done this, and it has duly installed version 11.0.08 on the PC. It has not made FS behave normally.
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Try clicking here: http://www.thinkbroadband.com/speedtest.html
Slow is anything below 10Mb download, quick is like 100Mb download.
Thank you. Done. It says 6.88 Mbps, so it looks like pretty slow.
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I take it you access the internet over a phone line?
[That's about average so not to worry!]
Brian
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Forget about the tablet!!!
It isn't a tablet, it's a netbook - a small laptop/PC with the same OS and mostly the identical software as the PC.
Go to http://get.adobe.com/reader/
Have now done this, and it has duly installed version 11.0.08 on the PC. It has not made FS behave normally.
Tablet/netbook or whatever... FORGET ABOUT IT AND IT'S SETTINGS!!!
So,now.... you have the correct and most recent Adobe on the troublesome "whatever".. FS shouldn't give too much bother even at that speed.
We now come to Norton... have you an Icon on your desktop that you can "right click" to disable Norton??
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The Norton icon was done away with on the toolbar some versions ago.
Just click start-all programs-Norton.
(Might have to double click)
Brian
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The Norton icon was done away with on the toolbar some versions ago.
Just click start-all programs-Norton.
(Might have to double click)
Brian
Thanks Brian, have never used Norton.
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We now come to Norton... have you an Icon on your desktop that you can "right click" to disable Norton??
I have a Norton icon, but when I right-click it the menu does not offer a 'disable' option. If I double-(left)-click, nothing happens for ages, then I get a Norton error message saying it has encountered Error 8504, 102 and cannot fix it.
I have downloaded but not yet attempted to install AVG Free 2015.
I have to go out now, and will return to this in the evening. I will look at the Norton site as suggested, and will download the Norton removal tool, just to have it handy.
Hallmark the only reason for comparing the behaviour of the PC with that of the netbook is that if some of the software on both is identical, and one is behaving and the other is not, it eliminates the possibility that the problem is with those programs which are identical on both machines.
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Used for the last 20years till Microsoft support withdrawn from current XP machine. (Use free now)
[Still have Norton 360 on 4 others running Vista and Windows 7]
Brian
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Forfarian: Message for you to read later.
Before you uninstall Norton and install AVG, can you bring up the Norton menu up!
[Large yellow coloured box with options marked, look for the ''Help'' menu which you need to select ''Get support''.
The above Get support will check out your machine for you and offer suggestions including getting ''online support, if offered click onto online support then sit back with a cool drink whilst Norton engineer does the business ALL FREE OF CHARGE :) :)
Brian
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"...
Hallmark the only reason for comparing the behaviour of the PC with that of the netbook is that if some of the software on both is identical, and one is behaving and the other is not, it eliminates the possibility that the problem is with those programs which are identical on both machines...."
NO it doesn't as different Versions come into play and that only SOME of the software is identical!
They are 2 different machines UNLESS they are IDENTICAL twins!
You're getting Norton error... You might have 2 or 3 or 4 different and clashing AV Programs on your computer which would have been the next thing to check BEFORE you do anything to Norton!!
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Forfarian: Message for you to read later.
Before you uninstall Norton and install AVG, can you bring up the Norton menu up!
[Large yellow coloured box with options marked, look for the ''Help'' menu which you need to select ''Get support''.
The above Get support will check out your machine for you and offer suggestions including getting ''online support, if offered click onto online support then sit back with a cool drink whilst Norton engineer does the business ALL FREE OF CHARGE :) :)
Brian
Does Norton do Holidays??
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[/quote]
Does Norton do Holidays??
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Now and then I get offers for cheap software, usually decline because product in use! :)
Brian
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Thank you to everyone for your helpful suggestions.
With your assistance and encouragement I have removed Norton and installed AVG, and I have solved the problem.
Is it worth paying for the full version of AVG once the free 30-day trial comes to an end?
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Suggest you do a search for both Norton and Symantec on computer before resting on your laurels?
Symantec being the owner of the Norton brand.
Good luck.
Brian
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Thank you. I suppose I thought the Norton Removal Tool would have dealt with remaining scraps of software, but I will do as you suggest. Thank you.
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Suggest you do a search for both Norton and Symantec on computer before resting on your laurels?
Symantec being the owner of the Norton brand.
Good luck.
Brian
But Norton wasn't the problem Brian as it didn't cause problem on other device, Brian.
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No, Norton was not installed on the other device. That's why I thought that Norton must have had something to do with the problem. That, and the fact that it has been doing weird things for a few weeks, like throwing up all these odd error messages like 8504, 102 and similar. This was the final straw.
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I'd be concerned about what was causing the errors in first place... same could happen with a different anti virus program installed!
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I'd be concerned about what was causing the errors in first place... same could happen with a different anti virus program installed!
Indeed, that is sound advice. I will be keeping a careful eye on it, I can assure you. Given that XP is out of date, and that the processor is probably also obsolete, it might be time to consider replacing the whole thing anyway.
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Time to run a complete scan now since you don't know what Norton was/wasn't doing!
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Time to run a complete scan now since you don't know what Norton was/wasn't doing!
Thank you, I have already done so after installing AVG.
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I get the exactly the same error and have done for over 18 months. I have no plugins, tried the site from 3 different browsers on 3 different operating systems and the only way I can see the results is if I change which Domain Zone I'm in (i.e. change to a US proxy because I am not in the US). I have proven this conclusively - so clearly something very wicked is going on here.