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Have any FHCs experienced any problems/issues with 'FHC Portal' access to "Premium Websites"; &, access to "Restricted" Films/Images lately?

Question to "Family History Centres":

Have any "Family History Centres" (FHCs) been experiencing any problems/issues with the 'FHC Portal' access to "Premium Family History Websites"; &, access to "Restricted" Films/Images, only accessible/viewable at FHC, in last couple of weeks?

A regular non-member Patron to our FHC, accesses the 'FHC Portal' t,hrough a FHC Computer; and, normally, "Logs In" with his own 'UserID' and 'Password'; then, is able to access/view certain "Restricted" Films/Images (from Italy).

Toward the beginning of the other week that Patron could NO longer access/view those certain "Restricted" Films/Images (from Italy) he has previously accessed/viewed, I had to "Log In" with my Member Access (and 'watch over'). Later in the week the same situation.

Toward the beginning of the following week, I could NO longer access/view those certain "Restricted" Films/Images (from Italy), that we had accessed/viewed the week before, with my Member access.

Then, we realised that there was not only a problem/issue accessing/viewing "Restricted" Films/Images through the 'FHC Portal'; but, there was also a problem/issue with accessing the "Premium Family History Websites" though the 'FHC Portal' - the reason that we did not realise there was a problem/issue is that most of our regular non-member Patrons have their own access to some of those websites; particularly, "Ancestry.com".

Now all we get through the FHC Computers is this







Have any FHCs been experiencing the same problems/issues?

One of our 'long standing' non-member Staff Members suggested that he seems to recall that we always seem to have this sort of problem/issue at the beginning of each new Year!? ... [ Who knows, possibly, something to do with contractual arrangements ]

I thought that maybe our FHC Computers needed re-initialising with the FHC Credentials!? ... [ I do not know; but, possibly something to do with the start of each new Year ]

So, anyway, I contacted one of our Stake 'Technology Specialist' (who happens to not only be a 'Consultant'; and, former 'Staff Member'; but, more importantly, an 'Area FH Advisor'). He remotely access the Computer that we had been accessing; and, concluded that the Computer's Credentials were fine; and, that the computer's IP Address was identified as a FHC.

I tried 'Support'; but, being from "Down Under", it is always 'after hours' for FHC Technical Support; and, we rarely, if ever, get a 'call back'.

So, at the end of that following week, I was at the "Sydney Australia Temple"; and, in the break between the Morning and Afternoon/Evening sessions, I went next door to the Church Offices for "Down Under"; and, spoke with an Official from the "Family History" Department. I was advised that this was an intermittent problem/issue, no one seems to have an answer for; and, to just wait and see if the "Access" comes back! Certainly, not what I was hoping for.

Now, a week later; and, NO change, 'same old', 'same old'.

I thought that I would post here, in the Forum, to see if anyone had any thoughts; before, I sit up and wait till it is 'office hours' over in "SLC" (ie. Mountain Time), to contact the FHC Technical Support.

I wondered if any "Programming" change may have caused this problem/issue.

Any comments / thoughts / suggestions / hope would be greatly appreciated.

'Thank You' in advance.

Brett
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  • We had the same problem a few weeks ago, could not access any premium sites from the portal. Appeared we were not being recognized as a FHC. There was some piece of software that had to be downloaded again on all the computers. Need to have admin rights to do it. Have not had a reoccurrance for the last 3 or 4 weeks anyway.
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    • Phil

      Our Stake 'Technology Specialist' (who happens to not only be a 'Consultant'; and, former 'Staff Member'; but, more importantly, an 'Area FH Advisor') remotely access the Computer that we had been accessing; and, concluded that the Computer's Credentials were fine; and, that the computer's IP Address was identified as a FHC; plus, "Trivoli", which I suggested to him, appeared OK.

      Maybe, we need to 'Download'; and, re-install, "Trivoli", again - again, which I suggested.

      'Thank You' for that.

      Brett
    • Chas

      'Yes', 'Downloading'; and, re-install, "Trivoli", seems to be the way to go.

      I will get onto our Stake 'Technology Specialist' a bit later this morning - he from my Ward.

      I can 'Run' it myself when I am at the FHC tomorrow - it is closed today.

      You guys have confirmed my original thoughts.

      'Owe you and 'Phil' big time'!

      'Thank You'.

      Brett
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  • We have experienced the same problem with access to the FHC Portal access to the premium programs. But it has been on an "off and on" basis where it works some of the time. Just today a fellow worker placed a call to Family Search about a nonmember patron to being unable to access restricted film images. The nonmember stated that she has had this problem for awhile. As yet Family Search has not called my fellow worker back.
    Richard in Florida
    • Richard

      'Thank You' for that ...

      So, us being "Down Under"; or, from the rest of the World, does not seem to be the problem/issue with FHC Technical Support; as, your are in "Florida" - what 3 or 4 Hours difference? - you would expect that you people would get a 'call back' at some stage when your FHC is open!

      Nice to know that the rest of the World is NOT alone ...

      Again, 'Thank You'.

      Brett

      ps: Take a look at my response below ... 'Food for thought' ... for "FamilySearch"
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  • Run the portal Status. FS had 2 issues from a link that was changed that affected 2 pieces of code. Tivoli was one so you need to make sure you have the current version from the web page. That fixes a vast majority of the issues and if that doesn't go to FS Support , application finder (make sure you get the 2nd one as the first application finder doesn't work) and download an install FHC Services Portal Installer 3.0.14 . Then try portal status again. Till portal status says accepted the portal will not work. This has to be done on all computers that don't work. One additional side issue that FS has seen and that is if somebody changes the firewall and the wrong port gets plugged into the FHC. you MUST have a 10,x,x,x IP address
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  • Restricted film maybe just the rights so if portal status works and you can't see it then the film might have a right that it is not view-able by public patron. FS doesn't set the rights the owners of the films do we just manage a system that enforces those rights.
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  • Here is a problem, while we are talking about FHC computers. Of the six that we have, one of them is now giving us an error when we attempt to use the FHC application finder. I'm working from memory, but the error has something to do with some kind of web filter not being active.

    Anyone from FS know what that is about. Is there some kind of switch or setting that we should check? These are Windows 10 touchscreen computers that we received last year.

    None of the other five computers have that problem. This particular computer was (software wise) mistreated by a patron who has since been warned that they are not to change anything on any of the computers they use when at the center.
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  • 1
    Reinstall the 2 programs I mentioned and try again. Tivoli 1st and then the patch. That is a secondary affect of the link changing.
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  • Phil

    As stated above, 'Owe you and 'Chas' big time'!

    Brett
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  • "FamilSearch"

    'Food for thought' ...

    I knew I would most likely get the answer here in this Forum, in the first instance; rather, than going through the FHC Technical Support - and, never getting a 'call back'.

    When is "FamilySearch" going to 'wake up' and realise that there are a number of FHCs around the World that operate well outside the 'Hours' of "Mountain Time".

    Surely, there would be enough Work (ie. Calls) from FHCs around the rest of the World to keep someone busy ('After Hours' for "Mountain Time"); especially, as from what I here, getting a 'call back' is almost non-existent - as, when they are at "Work" WE are "Closed" - a never ending "Cycle".

    "FamilySearch", PLEASE, take note; and, consider.

    'Thank You' in advance.

    Brett
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    • I didn't think it was Denigrating and took no offense. Hope I helped.
    • Phil

      You have done more than just "Helped".

      Of course, provided it works.

      It is just "Brilliant".

      Brett
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  • Consider it being worked on. Thanks for asking. A few more FHC specialists were recently added and more are being looked at. Can't say much about changes outside of normal USA hours other than to say it is being addressed as well.
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  • Phil

    I am SO Sorry.

    I have been so preoccupied that I did not "Click" on your 'Avatar'.

    And, as you are NOT "Identified" as an "Employee" (or, "Official 'FamilySearch' Represnetative") alongside name, I did not realise that you were. in fact, an "Employee" (or, "Official 'FamilySearch' Representative".).

    I though that you were, either, a Staff Member of a FHC; or, just another 'lowly' User/Patron like myself.

    I have seen your name; before, I just did not equate it as "FamilySearch" Personnel.

    Please forgive me - in my defence, I have been up most of the night, not much sleep (will have to go down for a 'nap' shortly).

    It is so fantastic to hear that "... A few more FHC specialists were recently added and more are being looked at. ...".

    'Yes', PLEASE, suggest to "FamilySearch" that "FamilySearch" also NEEDS to (I should say, MUST) have a small contingent to cover the 'After Hours' of "Mountain Time" for the FHCs around the "REST" of the World (outside the 'Mainland' USA).

    I will get onto our Stake 'Technology Specialist' a little bit later this morning (9:15 am at moment for me) and discuss; and, I will also try to do as you have suggested tomorrow; as, I am there at the FHC all day/night (from 10am to 9pm) - not point in going home for the break in the middle.

    Again, 'Thank You' so very much.

    'Wow', this Forum really IS worth its weight in "Gold" ...

    Brett

    ps: Can I please suggest that "You" ADD to the end of your Name, both, "Employee" and the 'Area' in which you Work - so you are more easily identifiable.
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  • I would add were I work but not much value as I am in a new role and wouldn't mean much anyway. I was Tier 3 support why I post on many areas. Just happen to have more time and willing to help more.
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  • Phil

    That is BETTER = 'Employee'

    Adding ( "Level 3" 'Support' ) in 'Brackets' would be even better.

    Especially, for us 'lowly' Users/Patrons.

    ==========

    "Level 3" 'Support' - that Level is "Heaven" to me.

    During my first visit to "SLC" and "Temple Squaure", I, went to; and, spoke with, the "Level 3" 'Support' on the B2 Level of the FHL a few years back, on a matter/case that had "Dragged" on for over 2 1⁄2 Years without resolution - within a matter of "Days" the matter was "Resolved" - you Personnel at "Level 3" 'Support' are just plain MAGIC, as far as I am concerned - such a "Blessing".

    Again and again, 'THANK YOU', 'Thank You', 'thank you'.

    MAY THE LORD BLESS YOU IN YOUR IMPORTANT WORK.

    Brett

    ps: I just dearly wish I could, get past; or, even, bypass, the "First Level" (or Lower Levels) of 'Support' with my 'Support' Cases.
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  • If it doesn't work not so brilliant haha. If it doesn't let me know and we can go from there. Just FYI you mention Italian films. Rights have changed on many of them so it is possible it's a rights issue. Again not our doing but the owners changing rights on lots of digital images lately.
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    • With so many contracts changing all the time I have never found one place with all the changes. We have a tool we use to look them up individually but it is internal only. I have asked for a list before and given the answer it would be to big to try and maintain, which is probably right with all the film and DGS numbers.
    • Phil

      'Thank You'.

      I thought as much; and, I understand.

      It is just a little "Embracing", to say the least, when they change and we (the Staff Members of FHCs) have no idea; and, cannot confirm such a changes of 'Status' to the Users/Patrons (especially, non-members) who visit the FHCs.

      Of course, the majority of those non-member Users/Patrons, do not get, upset; or, complain; but, it just makes the FHCs (and Staff) look a little 'ineffective' with regard to "FamilySearch".

      Much appreciated.

      Brett

      ps: Only 6 am here at the moment, another 3 to 4 Hours; before, the FHC and the 'moment of truth'.
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  • Are you saying that the catalogue entries for the films do not reflect the current viewing restrictions? If that is the case, I think that is extremely poor.
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  • Nope. I am just saying they change often and no one place has a list of when or what was changed like Brett asked for.
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  • Phil

    'G'Day' Mate ...

    I had Faith in You (well, "Level 3" 'Support' anyway)!

    'Up-date' on the original post of mine.

    Brilliant!

    Magic!

    Worked like a "Charm"!

    I only did it (installed) on/for one computer, which work just fine; and, checked all the others without even doing anything to them (after a 'Re-Fresh'); and, they also worked just fine, I did not even have to install anything; but, to be safe, I installed on the other computers as well.

    Now through the 'FHC Portal' access, our FHC again has access to, both, the "Premium Family History Websites"; and, certain of those "Restricted" Films/Images, only accessible/viewable at a FHC.

    Much appreciated!

    You have confirmed what I already knew, "Level 3" 'Support' - is like "Heaven" to me.

    And, I checked with, both, my Member Account; and, my non-member account [which I setup years ago, for training (ie. non-members) purposes]; before, we had the option to 'Display' LDS Information. They both worked just fine.

    Strange thing is, that after installing, when I checked the "Portal Status"; and, got FHC status as "Accepted" included was "Valid until 2019-04-14"; so, it looks like we have to do the same thing, around the 14 April 2019 this year, only 2 Months from now!? Is this normal? How often do we need to do this? Just seems odd!

    But ...

    Who is complaining, it all works again!

    I could not let the non-member User/Patron know quick enough!

    [ I just hope that the "Rights" to the Italian Films/Images that he wants to look at (and has in the past) have not changed. That would be disappointing. ]

    Again and again, 'THANK YOU', 'Thank You', 'thank you'.

    MAY THE LORD BLESS YOU IN YOUR IMPORTANT WORK.

    Brett

    from a Warm "Summer" from "Down Under".

    [ Not like the Chilly "Winter" ('Freeze') you guys are suffering ].
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  • Every morning Tivoli checks in and does an update in the background. This happens either when you reboot, turn the machine on or it has a random counter. That kicks the update off in the background and updates the certificate. Theory is if we update the certificate ie past April it will automatically get updated on FHC side when one of the above happens. The issue was the link changed so it would never get the update.
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