Genealogy Chat

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I don't have Norton but I did recently upgrade my version of AVG. Could that be causing the problems I'm having viewing Ancestry images?

As the problems are so erratic and random, I had thought it was Ancestry's own issue.

I disabled Norton confidential browser helper object a few weeks back, the problem improved greatly at the time. Before it was disabled I kept getting constant lock ups while searching the images on ancestry, afterwards it was fine......for a while, now the problem has returned, but much more erratic, sometimes I can view up to 10 images, other times none.
I am paying for my subscription monthly, I was considering signing up for the year soon but at this rate I might just cancel and tell them why.

I had a problem loading ancestry a few weeks ago. Like Peter I also use firefox as the browser. The problem only started since I upgraded to Norton 2008 from 2007.
When I tried to load ancestry ,my browser "crashed".

Ancestry was the only site I appeared to have any trouble with and losing ancestry was like losing my right arm.Internet explorer is so unstable that I dont bother with it anymore- although it would load the ancestry site ok.

After a bit of digging and emailing ancestry, I got this report back from them:-

Dear simon,

We appreciate your message.

Do you have Norton installed on your computer? We have found a problem with the latest version of Norton on our website. It installs an add-on for Internet Explorer that causes our site to freeze up and behave abnormally. This add-on is named "Norton Confidential." You can disable it in Internet Explorer by clicking on the Tools menu and selecting Manage Add-ons, then Enable or Disable Add-ons. Select Norton Confidential and click Disable at the bottom to turn it off. You will need to close and re-open Internet Explorer for the changes to take affect.

Unfortunately if you have Firefox we have not yet been able to troubleshoot how to remove this add-on for your browser. You may need to contact Norton for help with this.

Norton Confidential is, among other things, an Anti-phishing filter. The problems occur when this interferes with other phishing filters and security programs on your computer. We do not recommend that you leave this permanently disabled, and you may want to contact Norton to find out how to use this software without having it interfere with other operations on your computer.

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

Spencer
Member Solutions
Ancestry.com.

I tried uninstalling Norton and installing McAfee internet security and all is now fine.
I had problems with Norton every time I upgraded for the last 3 years ,so now I thought It was about time to change.

It worked for me.

Simon

Ancestry has progressively developed more viewing problems, not often but enough to be annoying. Please always make sure you report it to them every time, then they will realise that they are not giving the service we are paying for. Like GR you'll get the standard reply asking you to phone them.
Like the business of not taking certain credit cards they had to deal with it.

Closing the browser helps when I get it.

Rose

There have been reports that certain features in Norton are stopping Ancestry images loading correctly.

I use Firefox and images load ok, but Firefox does not appear to support the "Enhanced" viewer so I make do with the original one.

This week I too have had problems with Ancestry. No image comes up, yet "done" appears at the bottom of the screen. If I close down internet Explorer and then go back to Ancestry, I can sometimes get it to start downloading the images again.

I'm also finding cases where entire quarters of original BMD scans have apparently disappeared from the site yet I know they had been there previously.

This might help - if the image comes up just grey with a red X at top left, try refreshing the page (on the View menu). This has worked for me a couple of times.

I have problems every week for a few days! It's driving me nuts!

It has driven me to do silly things...like..THE IRONING!

I wonder if they will ever sort this out :(
We pay our money and this is what we get. I emailed them about a month ago, still no reply