General Chat

I have to make some alterations to my tree.

Did what I was told, cleared the cache (even though I cleared it yesterday).

Signed in to GR.

Opened my tree.

Found the person I wanted........

Downloading relations

It was dowloading for a few minutes before I gave up, didn't get around to...

Sorting relations
Placing relations
Drawing relations

There is NO POINT in contacting "support", they'll just send me the usual generic response.

It's my fault.

And, as usual, they cannot replicate the (my) problem.

I clear my cache about every two weeks, also use C cleaner.

(part of) GR's response.......

We are sorry to hear that you have experienced an issue when building your family tree.

I am afraid having tested your account and family tree we have been unable to replicate the issue with a slow response.

When clicking 'Full' the family tree loaded within 7 seconds and when clicking 'List' the names downloaded within 2 seconds.

Speed of response can be slow due to factors beyond our control, such as the reliability of your Internet Service Provider and your internet connection.

Please could you try clearing your cache? This eliminates saved internet files on your system. Depending on how many cached files you have stored on your computer, doing this can speed up your system slightly. Cached files will soon accumulate though, so it's important to clear your cache often.

found it........... eventually. :-(

Click on help -

top of the screen 5th one in for me
it takes you to the FAQ

maybe my glasses need to be cleaned............. where (on the home page) can I find FAQ?

Hi Catherine

I wasn't aware that there had been any recent movement of contact details ?

The link starts from the FAQ's - http://www.genesreunited.co.uk/help/faqs

And from there it takes you to contact.

With regards to the support team, I can assure you that they would not try to imply the fault was at your side and I am really sorry if you felt that in the past.

Sometimes the problem could be local, but that doesn't in anyway mean it is the customer or customer error. It could be - for example - the browser or the version being used but that is not the customer's fault and even if it were the browser, the team can send a variety of help that may resolve the problem ( and again, this is only if it were a local issue - it could well be a tree one !)

Thanks once again - hope we can sort this for you

Alison

I found the thread with the address for the support group..... eventually.

Why was the link removed?

thankyou Alison

I'll contact the support team, but I don't really expect much.

It's usually hinted that I am causing the problem!

It would be a really good idea if the "contact us" link was put back...... or don't they want us to contact them? There's a thread on here somewhere with a link...... I might take a while to find it. :-(

Good morning Catherine

Very sorry to hear that you are having these problems.

I would suggest that you contact the support team directly and let them look at this.

They may well ask the browser you are using, but the reason they ask this is because they ( support desk) are asked that same question by the tree team if they have to report an issue - so when the team ask the customer, they are really just pre emptying what they will also be asked and i is information which can be very useful in an investigation.

But please do contact them - if there is a problem ( and it sounds as if there is ) they can then report the full case to the tree team and have them look into your tree in more detail.

Hope we can get this fixed for you and hopefully quite quickly as well

Regards

Alison

It's still doing it! Driving me mad!!!!!!!!!! :-P

I added ONE name...... and it went through the Downloading, Sorting, Placing & Drawing relations ........ I gave up after half an hour. Got out of the tree, went back, added another name and it did the same thing!!!!!!

No I haven't contacted GR, there's no point...... always get asked silly questions, eg what browser are you using, etc, they're never any help at all.

Membership due for renewal in a few weeks, if it wasn't for the boards (which I enjoy), I wouldn't bother renewing! :-(

I managed to add the new names.

More problems! I had to go back and add some details, searched for one of the new names.......... got a message saying he wasn't on my tree :-S .... searched for his wife..... and there he was, right next to her!

I do have my tree on software, a much larger tree than my GR one. I have a tree on here to try to make contact with others.

My GR tree has almost 20,000 names............. so I was a bit bewildered by the last two messages from GR regarding NotMatches (23 May & 31 May)............ they searched, but couldn't find any matches, and suggested I add more names to my tree. :-S Yes, I know they take a random number of names every couple of weeks, but I haven't had a REAL HotMatch for a very very long time.

:-S

Get Family tree maker for yourself and you won't have any problems..

My tree ain't on here.

Mine has been doing this too. I found it easiest to open full tree then choose where to add new person. Go right out and the same to add the next person. It has been very frustrating.

Arrrrrrrrrrrrrrrrrrrrrrrgh!!!!!!!!!!

The cake is cooked.

The tree finally downloaded....... I added two names......

Then it started downloading again!

:-(

Eventually got a message telling me that there was a problem downloading (no kidding!)..... refresh or try again.

I've had this problem before this, have been told it's because I have a large tree. I won't accept that explanation, because I have seen lots of trees much larger than mine.

I've tried AGAIN for over an hour since I started!!

Really getting fed up with this.

:-P

I give up! :-(

I have a few names to add to my tree.

Opened it, looked for the parents of one of the people I want to add......

Downloading..... waited, waited, waited.

I'll go do something else..............

Waited, waited.......

I made a cake.

That took me about 20 minutes.

There are four lines in a box on my tree.

Downloading relations
Sorting relations
Placing relations
Drawing relations

and it hasn't finished Downloading yet!!

:-P :-( :-P :-( :-P :-(