* Searching problem on Ancestry

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Gowermick
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Re: Searching problem on Ancestry

Post by Gowermick »

Well, I heard back from Ancestry support, and they suggest I log out, clear cache and cookies and log back in again.

Obviously they have not thought it through, as I thought cache and cookies were tied to a specific browser, and they knew I had experienced the same problem on PC with both Firefox and Edge, so they cannot be the problem.

I’ll raise it on their facebook user forum, see if I get a better response.
Mike Loney

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NickWalker
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Re: Searching problem on Ancestry

Post by NickWalker »

That's just a standard first-line support response. I have to deal with this all the time in my job. I know that the people I will need to speak to are the second (or third) line support people who will then investigate the problem for me, but I have to respond to these annoying questions from their script first. So I'd just get back to them, tell them you've done that and that this is affecting all browsers and multiple users and hopefully they'll give up and pass it to the second-line people who will actually look at what you're reporting! Thanks for trying to get this resolved.
Nick Walker
Ancestral Sources Developer

https://fhug.org.uk/kb/kb-article/ancestral-sources/
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Gowermick
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Re: Searching problem on Ancestry

Post by Gowermick »

Nick,
Yeah, I thought that too :D what is so frustrating is that from the start I explained that it wasn’t just me, and that other users were experiencing the same thing, you’d think that that alone would have raised a flag somewhere to try to get it sorted.
But ho hum, we’ll see what happens next
Mike Loney

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Gowermick
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Re: Searching problem on Ancestry

Post by Gowermick »

Update:
My current PC which fails, is running Windows 11 pro 24H2 Build 26120.061, with Firefox 127.0.2 (64 Bit)

I fired up my old PC which runs on Windows 10 Home 21H2 Build19044.2604, with same version of Firefox as my current PC, and it works fine, as does my iPad which uses safari.

For the people who have same problem, can you tell me what version of windows you are running please.

It may be that website doesn't cater very well with Windows 11
Mike Loney

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NickWalker
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Re: Searching problem on Ancestry

Post by NickWalker »

I've seen the same problem on Windows 11 23H2 and Windows 10 22H2. I don't think it's an operating system related issue. It's a website issue, possibly related to the browser too, but the fact we've experienced this with Firefox, Chrome and Edge suggests it's something their web developers need to fix.

I've tried this multiple times on different computers and the same issue occurs every time for me as long as I carefully follow the steps below and use the places I've suggested (I've cut out some of the unnecessary steps I'd described earlier as there is no need to enter names or dates). Occasionally it does work though which I think may be related to the place chosen and maybe that explains why it sometimes works for others in this thread. For example, I found if one of the two places selected from the list was 'United Kingdom' then the error didn't occur.

1. Choose Census & Electoral Rolls Search
2. Enter 'Leeds' into the Birth Location and then select 'Leeds, Yorkshire, England' from the drop-down list of suggested places.
3. Click Search to see the results
4. Either click the 'Edit Search' pencil icon or the back button on the browser
5. Triple-click the Birth Location to highlight the text (or click in the birth Year textbox and press the Tab key)
6. Important: Do not press the delete or backspace key. Just type 'Harro' and choose 'Harrogate, Yorkshire, England' from the list.
The page immediately redirects to the search result page showing the results of the previous search.
Nick Walker
Ancestral Sources Developer

https://fhug.org.uk/kb/kb-article/ancestral-sources/
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Gowermick
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Re: Searching problem on Ancestry

Post by Gowermick »

NickWalker wrote: 05 Jul 2024 09:50 I've seen the same problem on Windows 11 23H2 and Windows 10 22H2. I don't think it's an operating system related issue. It's a website issue, possibly related to the browser too, but the fact we've experienced this with Firefox, Chrome and Edge suggests it's something their web developers need to fix.

I've tried this multiple times on different computers and the same issue occurs every time for me as long as I carefully follow the steps below and use the places I've suggested (I've cut out some of the unnecessary steps I'd described earlier as there is no need to enter names or dates). Occasionally it does work though which I think may be related to the place chosen and maybe that explains why it sometimes works for others in this thread. For example, I found if one of the two places selected from the list was 'United Kingdom' then the error didn't occur.

1. Choose Census & Electoral Rolls Search
2. Enter 'Leeds' into the Birth Location and then select 'Leeds, Yorkshire, England' from the drop-down list of suggested places.
3. Click Search to see the results
4. Either click the 'Edit Search' pencil icon or the back button on the browser
5. Triple-click the Birth Location to highlight the text (or click in the birth Year textbox and press the Tab key)
6. Important: Do not press the delete or backspace key. Just type 'Harro' and choose 'Harrogate, Yorkshire, England' from the list.
The page immediately redirects to the search result page showing the results of the previous search.
Well, bang goes that theory :D
Mike Loney

Website http://www.loney.tribalpages.com
http://www.mickloney.tribalpages.com
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trevorrix
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Re: Searching problem on Ancestry

Post by trevorrix »

As I was an advocate of Old Search back in the day, the workaround when New Search became compulsory was to use Exact, wildcards and not use location fields. I always use the Keywords field for places, not the Location fields.
Trevor Rix
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