Response from Family Search re New Image Access

Below is the response I got from Family Search re my inability to browse the images with their new system.

I did everything they said, and I still cannot make the images stand still---they jump all around and when I enter a new page number it takes so long to change---also using the left/right arrows takes a long time to change the page.

They misunderstood me when I said that instead of the little hand that used to grab the image so we could move around in it smoothly has disappeared and in its place is a diamond shaped cursor composed of two double-pointed arrows, one horizontal and one vertical and in between the points of the arrows are four little boxes. They thought I was referring to the double-pointed arrow in the top menu that says Full Screen. This new cursor doesn't pull the image around like I used to be able to with the little hand.

It is also hard to click on the section of the church records I want. I kept trying to click on Entierros 1867-1896 but the bar on the bottom of the list kept going back to the beginning Bautismos. Even the list of records doesn't stand still.

I am in tears here,

Emilie
Port Orchard, WA
---------------------------------
September 14, 2011

Dear Emilie Garcia,

Thank you for contacting Family Search in regard to image access on our site.

We have replicated your search as well as we can without specifics and have determined that your problem is most likely related to the upgrade of our Image Viewer which was performed yesterday. During the upgrade there appeared to be some issues with viewing images. Today I was able to view images and move from image to image without a problem. There does seem to still be an issue with the full screen function that you mention as the double pointed arrows. This should be taken care of soon as the engineers continue to tweek the function. The box at the bottom of the page has also disappeared and a zoom function is available on the top left. When the image was fully zoomed, we were still able to move the image around although the little hand is not visible.

Please check back at the site today to see if the problems you experienced are now resolved.

We have also found that at times there are issues with IE7 and IE8 that affects viewing of the images. If you are still experiencing problems, you might want to try the following in IE8:

Copy this for the future it is different than the KD
1. In the IE7 or IE8 browser, select from the main menu (not the toolbar on the same line as the tabs), Tools -> Internet Options.
2. Under “Browsing History”, click on the “Delete” button.
3. Select only “Temporary Internet Files”, “Cookies”, “History” and “Form Data”. Unselect ALL other check boxes. Then click on the “Delete” button.
4. Click the “OK” button on the open dialog after the delete has finished.
5. Close the browser.
6. Reopen the browser and go to https://www.familysearch.org.
7. Once the page has come up, press to refresh the java script that the browser is running.
8. Close browser and refresh a second time.

Again, we thank you for contacting Family Search. If you continue to experience problems, please feel free to contact us. We appreciate your patronage of our site and wish you the best in your research.

Sincerely,
Family Search
support@familysearch.org