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Problems viewing digital images. Please Please fix.

Been working in Probate records all week. Today is a different story. Please fix.
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  • Please provide a URL to the images giving you problems and let us know the operating system and browser you are using, or mobile App if you are using that.
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  • Tom, Don is not talking about a URL-specific or even browser-specific problem. The image browser has gone all slow and sticky (again). I had to give up on looking for the death of an ancestor because it was talking several minutes of frustrated reloading to get a single image to show and focus enough to read, and there were hundreds of images I needed to look through.
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  • SLOW - SLOW - SLOW - SLOW - SLOW - SLOW - SLOW - SLOW -SLOW. After it does change the image, it takes a year for it to focus. Viewing, there are some parts of the page that are never focused. Loosing my image number all the time because I don't know which image I am viewing. In general really, REALLY, BAD! The whole thing needs looking at to get back to how it was working earlier this week. PLEASE, PLEASE FIX IT.
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  • During the 14 hours since this was originally posted, I have called up images with no problem with the image or the speed.

    Chrome on Windows 7.

    Stating the browser and the operating system are crucial to chasing down the issue. I am still able to load images with no problems -- either focus or speed.

    The reason I asked for the URL of the image is because there may be a problem with that particular image or set of images.

    Also mobile Apps do not use an internet browser, but connect directly to FamilySearch via the API, so if the issue is there, the engineers will need to know the app that is being used if that is the case.

    One other issue may be involved and that is the internet speed between the user and the servers. This is not just the user's internet service provider, but the entire set of servers that provide access to the servers that hold the image.
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  • Here try working with these for a bit.
    https://www.familysearch.org/ark:/619...

    chrome - windows 10
    was working fine up until yesterday

    Does it show half of the page being out of focus on your computer?
    https://www.familysearch.org/ark:/619...
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  • I am in Utah and it took 4 to 5 minutes to load the full page. There are certain names and words which are still totally not in focus.
    https://www.familysearch.org/ark:/619...

    Did not have a problem up until yesterday.
    • I just tried again and I'm looking at about 4-5 seconds per page.

      A page is loaded in phases. It the download fails or locks up, focus will never complete. Is it only on those pages or all of the /ark/ images that you look at. If it is only some then the issue might be in the church's server farm, but it it is happening on most of them, it might be in your feed. Have you tried a speed test with your network? Try one with a server in the salt lake area.
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  • This reply was removed on 2019-01-25.
    see the change log
  • One has to actually work in the documents going page to page. I am now past 10 minutes, and still the bottom of one page 480, and the right side of 481 is still not in focus. Not acceptable!
    https://www.familysearch.org/ark:/619...
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  • Don,

    I saw your comment that got deleted. You indicated that the problem occurs when going from page to page for a while before it starts happening. That makes sense. Your "pipe" is not keeping up with the bandwidth you need and pieces can start getting dropped. Depending on the servers and your service provider, the recovery from these overflows can vary. But not having a solid connection through your service provider's network could cause this type of thing. In this particular case, I suspect it isn't necessarily the church's server farm.

    You asked about doing speed checks. There are web sites and even apps available. Here are some old bookmarks I have on it. It's been a while since I used some since I got an actual speedtest app for my mac, so these may not all work but have a look at them.

    http://www.speedtest.net/
    http://www.speakeasy.net/
    http://bandwidthplace.com/speedtest/
    http://speedtest.dslreports.com/
    http://my.verizon.com/services/speedt...
    http://speedtest.comcast.net/
    http://spectrum.com/speedtest/

    Your ISP may also have one they recommend
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  • Speed Results
    DOWNLOAD SPEED
    295.8 Mbps
    UPLOAD SPEED
    11.8 Mbps
    http://speedtest.xfinity.com/

    It is now going on 30 minutes and the pages, (part of the pages), mentioned above still have not come into focus.
    https://www.familysearch.org/ark:/619...
    They are in focus when I pull up the above link thought.

    On my computer I can go back to book pages 277, and then come back to page 280 & 281 and still parts of the pages are not in focus.

    Jeff, thanks for you help, I am giving up for now. - Don
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    • Yup Sure does make sense. Whether it is coincidence or not, the epileptic behavior while sorting items in the sources list started around the same time.

      https://getsatisfaction.com/familysea...
    • This comment was removed on 2019-01-26.
      see the change log
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  • I tried just now.
    I am in Australia, using Safari/iMac

    The image was as good, and as fast, as I can get, so suspect your problem is local.

    I have had problems, see my previous post
    "Digitised microfilm - Plea for faster reader, including for digitised books"
    https://getsatisfaction.com/familysea...
    Some of the comments may be relevant to your current problem.
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  • 2
    If there is a small portion of a page that never comes into focus, it prevents future pages from loading and parts of them DO NOT FOCUS.

    What is different about my computer than 3 days ago? It was working fine this week, Monday until yesterday. WHY NOW AM I HAVING PROBLEMS VIEWING THE IMAGES?

    I don't recall the little "Film Viewer" box popping up when you move the cursor, before today.
    • When the portion of a page doesn't quite focus, that seems to me to be an indicator that the data streaming from FS has aborted for whatever reason. That would also explain the reason that when you reach that point, future pages wouldn't load either.

      For the time being, when things stop like that, try doing a manual refresh of the window. Since the automatic flow control on the data is fouling up sometimes, the manual restarts (i.e., page refresh) of the data might give you a way to get around the problem until (if) it gets fixed.

      Let us know if this works in your situation. If it does, it's only a crutch until things get corrected, but it might not be so infuriating to try to get you work done.

      By the way, this seems to have happened about the same time that the source list reordering problems started. Both of these are likely communication protocol failures that shouldn't be happening. See:

      https://getsatisfaction.com/familysea...
    • Oh, and if it's true that the little "Film Viewer" box that you are talking about really was a new "improvement" that showed up recently, you can be darn sure that it's most likely the improvement has created your issues.

      That is how we normally get new problems in the system (i.e., by the addition of "improvements")
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  • I could not get a page to completely focus-in, waiting and waiting for it to clear and focus-in. I then thought I would try pulling up the same page in another tab, to see if it was still out of focus in the other tab. Funny part about it though, document page 314 was on Image 475 on one tab, and on Image 477 in the other tab. Something wrong! I then copied the address of the Image and pasted on another tab and it brought up Image 475 for document page 314. New tab of Image 475 and document page 314 still had some of the page out of focus. Waiting a while did bring the full page into focus. Think I will do this from now on if a page does not focus-in, copy the URL or address and paste into a new tab. Will also try your refreshing the page - Jeff - Thanks.
    https://www.familysearch.org/ark:/619...
    Also I have learned that after clicking for the next page, and the screen shows blank as if it did not move to the next page, if I scratch my cursor across the page, it will bring up the next Image.

    Anyway I did not have to do anything with these Images - Monday to Thursday afternoon. For myself something went wrong with familysearh.org after Thursday afternoon, and still is NOT WORKING RIGHT.
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    • I could be wrong, but I actually think it loaded the next page, but the Image number did not change. When I clicked on the arrow again the Image number changed but it was the same page I had just viewed.
    • Again, you are only getting PARTS of the page info as not everything is making it down to you.
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  • I occasionally see problems if I have too many windows open, even on a computer that has 12 GB of memory. I've even had the computer lock up completely and it becomes a bear to get it cleared. I've even had the shut down process fail on me and then getting things restarted is a horrible experience.

    I'm not talking about clearing memory / history / cache, but simply having over 30 windows open at the same time.

    My wife repeatedly runs into this on her iPad because she does not close out the apps she is not using.

    I'm not saying this is the problem, but something that is worth looking at is the Task Manager. Two ares are important: Performance is the main one because it also displays stats that can affect performance, such as "handles" memory available, and so on. If you have a light that indicates hard disc action, watch what happens during a slow load of an image. If the disc light is on or nearly always on, then the system is running short of available memory and is swapping memory with disc space. That always adversely impacts performance.

    With the computer I use primarily for genealogy, I keep the open applications to a minimum and the open tabs in the Chrome Browser down to under ten or so.

    I don't know if any of these things are impacting the performance, but I've seen xfiinity decide to throttle speeds down to around the low end of DSL performance. The speed tests that were run are outstanding and the loads, if memory is plentiful and not heavily used, should be quick and smooth.

    To see if the network is misbehaving, watch the Network tab in the Task Manager. That will show you what speeds are taking place with your computer.

    Note, Cable is notorious for getting bogged down if a lot of people are using their internet connection. As more and more people are dumping their television cable (cutting the cord), they are switching to internet only. If a lot of people are streaming movies in your area (something that isn't easy to determine), then that can adversely affect computer performance.

    Good luck on chasing the problem down. I live near Chicago and have DSL up to 6 Mbps. That is sufficient for streaming on two or three devices at the same time. Most of the time, I'm running around 4 Mbps for download speeds and for the most part, we are not heavy internet users so don't see much of a hit on our speeds in our home.
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  • Don

    No problem, I thought, after scrolling through from image 457 (your link page). However, by the time I got to about image 475 things had certainly slowed down and now (I'm on image 489) the situation is dire.

    I've found - and it's been reported previously - the longer you continue to view successive images the slower things get, leading to a situation where it becomes not worth bothering. In my experience, the only way to get the image to load quicker is by reloading the page.

    True, my speeds are very slow, but this does not seem to be a major factor as you have shown. It appears to be an intermittent fault, but I definitely find it related to scrolling through lots of images, rather than just a few.
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  • I am beginning to think as Jeff Wiseman has stated, an the system started to develop problems around Wednesday - Thursday. It was around Wednesday or Thursday that I received an in-house-message that I had told myself that I was not going to respond to. Even though I had looked at this message, each day when I signed into familysearch.org the message indicator showed it (Red) as though it was a NEW message. I finally had to delete all of my in-house-messaging before getting rid of the (Red) indicator. https://getsatisfaction.com/familysea...

    And as Jeff Wiseman has pointed out, Robert Wren, sent in a "Feedback" about this time showing he was having problems arranging sources. https://getsatisfaction.com/familysea...
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  • Jeff - the "Ctrl" - "R" - refreshing the page does work to bring it all into focus. Thanks.
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  • Seems the "Ctrl" - "R" does not refresh every page with the whole page being totally in focus. I refreshed a page several times and there was still a small little section or box that refused to come into focus.

    I then copied the URL or address and pasted into a new tab or window and the out of focus little section or box was gone. This is a lot of extra work though when it was working so will earlier in the week.

    Guess I should be happy that I am able to see the documents in-focus.
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  • CAN NOT PULL UP IMAGE NUMBER 524.

    I am on document page 410 & 411 or Image number 523 of the Probate court minutes, 1841-1855, vol B.
    https://www.familysearch.org/ark:/619...

    Can you see if it will move to document page 412 & 413 or Image Number 524 of the Probate court minutes, 1841-1855, vol B. I can not get it to pull up Image Number 524.

    I can pull up document page 414 & 415 or Image number 525 of the Probate court minutes, 1841-1855, vol B.
    https://www.familysearch.org/ark:/619...
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  • I have been having similar problems browsing the Orange County NC court minutes 1752-1785. Microfilm 007897713. I've been in this film before within the past few weeks with no problems. Today I've been getting lots of "Photo Not Available" images. Have to do refreshes to get the images to display. Slow, fuzzy images. I was in one of the Orange County deed book microfilms also just a bit ago, same thing. Haven't run into this before on these films. When things acted up, I cleared cache often, refreshed images often, and finally would get the image to be readable. Using Chrome. Quite frustrating, when usually things have been great when browsing these.
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  • Don, this is definitely a bug. I seldom move between images while using the image viewer, but to check this out, I opened up the Probate Court Minutes Volume C & D and started at the first image in the viewer and then progressed through the images.

    I had three tabs open with Chrome on Windows 7.
    The first few images opened so-so, but I also started seeing some slowdown in pulling up the displayed images. I had plenty of available memory and no indication of any "memory leak."

    What I did notice was a spike in network traffic when the viewer finally started to display the next image.

    But the delay was not related to the network traffic. It was definitely associated with the server delay in pulling up the next image. Once the image had been located, then it would start loading.

    But, the image did not sharpen normally, but as I progress, each image sharpened more and more slowly.

    Something is definitely amiss with the viewer and Chrome.

    I fired up Firefox on the same machine and found no problems moving between images, but the image was slow to focus.

    I then test with both Chrome and Firefox open at the same time. If I had paged through images on one browser, then the other browser could page thought those same image quickly.

    This tells me it is how the servers are fetching the image data. If the image had been recently (less than an hour), then paging between images is quick and fast, and focusing seems to be a different issue.

    I am seeing the same network traffic spike once the image starts loading. But the delay is definitely a problem and something that needs to be explored.

    FamilySearch Engineers: When troubleshooting, do not go back over the same images, always work with a new record set. The system becomes noticeably a problem within a few images and by the time, I've paged 25 images, it is decidedly a problem.
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    • I've done that, especially with one image where only one line was out of focus. Zooming did not fix the problem, moving to another image and then back did not fix the problem.

      My initial reaction was that the line itself was smeared and then I discovered that after paging another few pages, that nothing in the image was focusing to the point where no artifacts remained. This was constant for at least ten minutes on the same image.

      Windows 7 with Chrome and also Firefox (on the Focus issue).
    • Yea, getting an image with missing resolution data, then going to another and coming back, you still run into the caching problem. The screwed up page with the missing resolution data has been stored in the cache. When you back up to it you simply reload the bad image (only it loads fast this time :-)
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  • This is PAINFUL!!!!! I'm having all of the same problems listed above. I'm on a Mac running OS 10.13.6. I cannot get to the image that I want because it will not advance to the next image. I tried clicking on the View Multiple Images icon thinking that perhaps I could use it to select the next page. It did seem to select, but after selecting the desired page (image) it only partly loads and will not focus; if I then refresh to encourage a refocus, it loses the desired page and reverts to showing Multiple Images. Help!!! This has got to be at the FS end and needs a solution!!
    • Yes! I have definitely seen a significant degradation here too. I cannot even walk through census records without things starting to hang up. There must have been some changes made that are exacerbated by system load now. Today is Sunday so I am seeing it now during the "worst of the week" system loading.

      Maybe they are trying to improve download speeds by just not sending all of the image pieces that they used to :-)

      (Man I gotta get off of here, my sarcasm is getting 'way out of line...)
    • Given what I saw with respect to when the new image actually started to load, the problem is a delay, possibly at my end with my particular browser. Something is going on with the system and it is going to be hard to troubleshoot, especially if two or more machines are being used at the same time on the same set of digital images.

      I hope that the engineers can resolve this fairly quickly in the new week.
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  • 1
    I am having issues with images coming up FUZZY as well as can't get specific images to come up - etc, etc, over the last 2 weeks. Some came up as "Photo Not Available", too where there shouldn't be.

    I checked my other computer - found same problems, abeit different images/pages.

    It looks like Verizon is trottling FamilySearch images because of high amount required to transmit. Verizon is backbone associated with Amazon servers.

    I'm using latest Chrome browser version, running on Windows 7.
    • Hmm. I don't know what kind of deal Verizon has through Amazon for FS but I assume that there are high bandwidth pipes between the servers in the farm. A contract that allowed throttling of those would make no sense at all (even though that could be the very area that is affecting this issue).

      Remember that with so many people "Cutting the cord" and using the Internet to stream 4K video, that is a lot more bandwidth than a couple of these images need. The core capabilities of the networks have much higher capacities than in the past. They HAVE to in order to compete. If people start getting judder while watching football games, the ISPs are going to hear about it! :-)
    • Jeff, FCC repealed "net-neutrality" rules, allowing at least Comcast, Verizon and AT & T to charge higher, effectively trottling if not paid at higher charges.
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  • I also noticed that when viewing multiple images on a film that a number of individual images show as Photo Not Available (I think that was the wording) on images that had previously been available.
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  • Again a shame an employee cannot at least acknowledge, "Team is aware". I'm having exactly the same problems. Whilst scrolling through a set of images has been a little easier, I have encountered the "Photo Not Available" message for the first time, earlier today.

    What with this and never coming back to us regarding the thread on those really bad record hints we are currently receiving (see https://getsatisfaction.com/familysea...) does make you think the FamilySearch organisation cares little about the problems its users encounter. These two problems in particular are seriously slowing down my work within Family Tree at the moment.
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  • I think the intermittent "Image Not Available" in the thumbnails is another symptom of the same root cause, which appears to be some sort of timeout setting that has been changed to a value that is much, much too short. If you don't happen to get a "clear path" to the FS server in the first few milliseconds of your request, you're SOL, because it'll give up on you. We perceive it as getting worse after multiple images, but this may just be probability: the more images you try to look at, the more likely that you'll get a slightly slower connection on one of your requests. Once you've triggered the timeout, it seems to "stick": the system appears to file you as lower priority thereafter, so that everything comes up fuzzy, if it even gets that far.

    Workaround for the catch-22 of the viewer neglecting to turn the page, rendering reload useless (because the URL hasn't been updated): manually change the image number (the ...?i=398... part). It should be one less than the image number you want to look at. For example, ....familysearch.org/ark:/61903/3:1:9Q97-Y39K-QRK?i=398&cc=1554443 goes to image 399.

    If there's too much gobbledygook in the URL for you to find the image number part, try switching to thumbnail view. The URL for those is consistent and fairly simple: ...familysearch.org/search/film/NNN?i=PPP&cc=QQQ, where NNN is the nine-digit digital film number (found in the DGS column in the catalog; it's padded with leading zeros if it's less than nine digits), PPP is one less than the image number, and QQQ is some sort of catalog number. The ?i=PPP and &cc=QQQ parts are optional; removing the latter does not seem to do anything whatsoever, because it puts it right back in. (Removing the image number section puts you at the first thumbnail.)

    If you're looking at images that are part of a waypointed collection, then switching to thumbnail view will likely change the image number, because the viewer will switch to the catalog display (just the digital film number in the "breadcrumbs" section above the image), which is not broken into smaller "chunks" the way the waypoints are.
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  • I am no longer able to duplicate the problem (I did have to do a hard reset on my browser).
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  • Please everybody try again. You my have to flush your browser cache but engineering fixed the issue.
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  • Thanks - FamilySearch - Team. Seems to be working (nearly) fine. Thank you. Thank you.

    I note that a lot of the page is out of focus, but when I put my cursor in the out of focus part, it seems to focus in on most of the documents. I found one that stayed unfocused and had to refresh. Last week when I used the Missouri probates from Monday to Thursday afternoon I never used the refresh page thing, because I did not know that it was available, and all was working fine.

    I guess I still feel for the most part that this all seemed to have work better before last Thursday afternoon. (I went from page to page and volume to volume without any complaints at all until Thursday afternoon).
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  • I filled in 8 siblings for my great-great-grandfather (GMYZ-Q1M) using unindexed images tonight, and they all loaded and sharpened as they used to. I'm in the process of paging through the death records, and have not yet had any problems. (Well, besides handwriting, but these are mostly not too bad at all: https://www.familysearch.org/ark:/619...)

    Just out of curiosity, were any of our attempts at explaining the underlying problem anywhere near the true cause?
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  • Complicated answer but to simplify it a DLB (Database Library) was having issues. Once the server holding the DLB was rebooted then it cleared up other systems.
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    • I'm also experiencing the issue from Germany. I'm working with Slovakian and Hungarian records. I really can't use the film viewer because the issues.
      Interesting, when I using a VPN to connect to the USA, the problem doesn't occur that often, and at least I can go through the pictures. But this workaround is much slower than the direct connection.
      I assume that some service providers reducing the bandwidth if they recognize torrent traffic. Maybe the lot of parallel TCP connections to the server recognized by the ISP and they reduce the available bandwidth to the specific direction? (I raised a case on the web-page too.)
    • Thanks if it works with VPN then it's not a collection issue or sever issue. Like you say other external factors. The Slovakian and Hungarian records DO have some issues and those have been reported. The errors are more film related but they have been reported and we are waiting for a fix.
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  • I just hit on the arrow to move to the next page. The Image number changed, but nothing happened, no changing of the document page. I waited and waited and still nothing happened. The program did not move the document page to correspond with the Image number. It was doing this the other day.

    I went back to the page, moved the Image number back a page, (nothing happened), I then refreshed page and then again hit on the arrow to move to the next Image, the Image and document page moved to the next Image.

    ONE MUST REALLY PAY ATTENTION TO THE IMAGE NUMBER THEY ARE ON AND THE CORRESPONDING DOCUMENT PAGE NUMBER, OTHERWISE THEY COULD SKIP AN IMAGE AND DOCUMENT PAGE.
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  • In the Missouri Probate Records I am finding that I am having to refresh the page a lot. I did not have to refresh the page last week in these records at all.

    Small portions of the page remain out of focus, and it takes refreshing to bring them into focus. I did not notice this happening at all last week.
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  • Reboot the servers!

    servers are acting up. Images won't load and fuzzy images. Had to refresh frequently.
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