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I’m very angry about this situation

Frustrated Patron online film viewing

I have been a patron at the family history center in Naperville,Il for over 15 years We have never had a problem before like we have now. We have had a problem with downloading the online records since October 2017. I sit here today 9 months later and they have not gotten the situation fixed as of yet. As a professional Genealogist this is very frustrating. We have been complaining now for 9 months. Its ridiculous, that no one can solve this problem. I think it's a shame that we can longer rent the films and we relay on the online films now that we can't get. It's ridiculous we can no longer do our work. If you didn't have the online films locked down we could access them from our homes, like it use to be. Please fix this problem.
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  • It sounds to me that there is a lack of support for the equipment. We don't have that problem up in the Crystal Lake FHC.

    As far as access is concerned, there are and should be very few films that cannot be accessed at any Family History Department facility, such as an FHC. There are a few, but not many and those were images from films with restricted distribution.

    FamilySearch does not own much of the original material and as such, has established contracts with the owners of the original material.

    The terms of those contractual agreements are not set by FamilySearch, but by the owners of the original documents.

    The owners may be individuals, publishing companies, genealogical and historical organizations and libraries, and corporate and government entities. Those entities than have the original records may undergo changes in administration, policy, and/or laws that adversely affect the agreements that determine when and where a digital image can be viewed.

    The state of Illinois is a good example and it started with Cook County, deciding that they could start charging for access to public records (despite the Federal Laws involving Freedom of Information). They told Salt Lake to restrict access to online images controlled by the County Clerk.

    When FamilySearch announced an end to film ordering, one of the FHC already had a good collection of Illinois Vital Records and so, they ordered in as many films as they could to fill out their collection. I cannot remember if that was Schaumburg or Wilmette, but it was one of those. I think it was Wilmette's FHC.

    You may want to call the other major centers near where you live and ask them if they are experiencing download image problems. It could be nothing more than not having the correct installed software on the systems, especially if these are new computers. If they are older computers, then that may be at the root of the problem. Regardless, I know we don't have any problems, but then we have newer equipment (I happen to support the machines and make sure they stay "clean" so that they work properly).
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  • Hi Karen,

    Our support teams have been in recent contact with the director of the Naperville Center. I recommend you check with the director for an update on any progress that's been made in finding a solution.
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  • Nothing has been resolved. I was there this week. Like I said it's been 9 months going on 10. As a professional genealogist this is very frustrating not being able to do my research especially when they stopped letting us order films. Films we paid for. It has hurt our business. I've been going to the Naperville family History for many years. And not until they started putting all these films online did we start to have problems. And the fact that we can't access the films from our homes, is not right. It's funny how films weren't locked down before but are locked down now, stating that it's copy write laws. But it wasn't a problem before or yet you could order films and view them, where were the copy right laws then. I have stated that I would pay a fee like we do with ancestry to have access to the records, maybe Utah should give that some thought. I have also noticed that I'm not the only person complaining about this. And the lock down of the films. Why is it if your a church member you can access the films. Like I said than start a membership like ancestry. You love the fact we start family tree on your site.
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    • We had a problem at our FHC. Whenever it rained, we lost internet access to the building. Because this impacted both the FHC and the Wards that used the building, and because the telco (AT&T) would have had to dig up the parking lot to fix the problem, it was decided to switch providers.

      Sometimes that is the only solution to problems like this. I'm not suggesting this needs to be done, only that it was the only option we had available to us.

      This may be similar to our case, where originally, it was a case of intermittent connection, and then when it started failing, and it impacted the other Wards in the building, was the matter serious enough to change providers. I believe that the matter was referred to the facilities folks for our area, but do not know the details.
    • Then they need to change providers. The Naperville Church has AT&T and Comcast, which is the one the FHC uses. When I talk to the director they said it isn't a provider problem. My husband is a Computer engineer specializing in network securities who works for one of the largest hospitals in Chicago he said any qualified computer engineer should be able to pin point the problem. I don't know what the answer is, but 10 months is way to long to put your patrons threw this. We have lost so many patrons because of this. People travel some distances to come to the center and to get there and not be able to do any research is very dishearten. The other centers you mentioned are quite a drive from where I live as Naperville is 25 mins. Batavia is 45 min. Indian Prairie I have no idea where that is and La Grange Park is 45 min away. Fountaindale is another 45 min. They need to figure this out. Our Director is very upset with this because she does realize how many people have left. There were days where there was standing room only not anymore.
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  • "I have stated that I would pay a fee like we do with ancestry to have access to the records, maybe Utah should give that some thought. "

    It's not a question of a paying a fee. The LDS do not have the rights to display these records to anyone accessing the FS site (except for a few collections that are open to LDS members at home, and those might be internal LDS documents, I've no idea).

    "It's funny how films weren't locked down before but are locked down now"

    Generally, the situation has not changed. "Before" records could only be accessed by copying a microfilm and sending it to an FHC. "Now" these records can only be accessed by transmitting a digital image over the internet to an FHC. Either way it can only be accessed at the FHC. (Unless someone took the film out of the FHC).

    The fact that the films (then) and images (now) are available at all at an FHC seems generally to be because the LDS did the filming of the originals for the various record offices / archives. The record offices / archives got their records filmed and in return, the LDS were allowed to send copies to their FHCs.

    However what does also appear to be happening, is that when FS ask the original record owners if it's OK to transmit the images over the internet instead of by post, some of the original record owners are seeing a commercial opportunity for themselves and saying no. The LDS cannot do anything about this without breaking the law.
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  • I have spent over 1000.00 on films. A monthly fee would be nothing.
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  • This reply was removed on 2018-07-12.
    see the change log
  • Interesting. It appears that Ms van Wagenen is a practising censor. I know that my post was one of the ones removed. Looking at the change log it appears that she also removed one of her own posts.

    Apparently comments about reading comprehension ability are not liked by her. The tone was somewhat strident I will admit, but fundamentally the post was correct. If someone is repeatedly told the same, correct thing in different threads by different contributors and yet they still appear not to comprehend what they are being told then there are two options:

    1. Tell it to them in a different manner, possibly more simply;
    2. Tell them the same thing and emphasise what you are telling them extremely strongly to try to get through to them;

    So far as I was concerned option one was not really possible. The recasting in simple terms approach had been tried and had failed. That left option two, hence the strident tone of the post. Option two doesn't work if the posts are censored.

    Well I guess we'll see whether the message has got through soon enough.
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    • Sorry for saying this, but many kids (including my own grandkids) have selective hearing. It applies to responses, to. That is a major reason for just one topic per message thread and when opening a cases, limiting the case to just one issue. It really helps support to not try to deal with more than one issue.
    • For the record this is a "Feedback" forum and except for sexual connotation, NOTHING should be deleted.
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  • At this point I think the info provided by Lynne is the proper approach. So thread has run its course.
    Just a reminder that this FS forum should have all users treated with respect.  So a quick review of the FS terms and agreements:
    "You agree that you will not individually, or as part of any group or collective effort, submit or post information to this site (either at registration, as a genealogical submission, through a discussion feature, or through any other feature where any Contributed Content can be provided) that could be deemed harmful or offensive to other users. " - https://www.familysearch.org/terms
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