Record Search Support Options
2 Mar 2009 by Bryce RoperAfter the 1.5 update to Record Search some of our users had problems accessing the Record Search site. Most of the problems were fixed with a patch released a few days later. If you are still having problems I encourage you to contact Record Search support by e-mailing them at Support@familysearch.org Put Record Search in the subject line followed by a short title and the bulk of your question in the body of the e-mail.
You may also contact support by calling 1-866-406-1830
Thank you for the feedback it helps us release quality software with the features you want.
March 19th, 2009 at 4:47 am
Just curious, I noticed that FamilySearch labs hasn’t updated the records in almost 4 weeks. Do you know when a new update will be coming?
I also had a question. I know FamilySearch is scanning microfilm at a much faster rate than the microfilm is being indexed. I know there are some records, particularly county deed and probate records, which already have surname indexes on the microfilm (because the original books were indexed at the time). These records could conceivably be added as soon as they are scanned, because searchers can use the microfilm indexes already in the records. This can save on shipping cost and allow searchers to view the records long before they can possibly indexed by volunteers.
March 27th, 2009 at 10:24 am
Dear Family Search, I’ve tried to log on to search records at labs.familysearch.org over the last few weeks. Every time I try to search for records it sends me to download Flash Player, which I did and still can not connect. I downloaded the Flash Player again and still can not get online. What am I doing wrong? I’ve used it quite successfully in the past to find death certificates. Please help!
March 29th, 2009 at 1:18 pm
I to am having the same problem as Janice. I used to be able to get into the records search and I also keep getting the page that tells me to download flash player. I already have flash player on my system and it also still won’t let me in like Janice. Please help.
April 2nd, 2009 at 6:58 pm
I used to be able to get into the Labs Family Search. Now I keep getting the page that tells me You are trying to install Adobe Flash Player on an unsupported operating system, please visit Flash Players System Requirements and For Flash Player please visit flash player download center. I am not able to click on either site. I already have flash player on my system. I really miss using this site can you help me??
Cheryl
April 9th, 2009 at 5:20 pm
I have tried to sign on the New.familysearch.org and registered and printed out my registration information, but cannot sign on with my signin name and password, can you find out what is the problem. Thank you.
April 10th, 2009 at 7:26 pm
I have un-installed Adobe Flash and then re-installed it 3 times and still get a blank page when I try to log onto Family Search. Is there anything else I can do to use this?
April 23rd, 2009 at 6:01 am
Still having problems on this end. This morning it took over an hour for the load screen to get to 98%. And it’s still sitting there at 98% on both Explorer and Firefox. Don’t know what else I can do on this end. I’ve check/unchecked, restarted, cold started and still nothing works. One time I managed to get in about a month ago. Since then it’s all been stuck. I tried to make everything just like it was that one time, but have failed to recreate the rightness of the universe as it was at that one moment in time.
Please continue to work for a resolution for everyone. Thanks.
May 16th, 2009 at 12:30 pm
When will a version of records search be available that doesn’t require flash. The site is impressive and its just tragic that it requires such a horrible resource hungry plugin to use it. The tool would be FAR more useful if didn’t require bringing your computer to a crawl to load it.
May 21st, 2009 at 2:07 am
I too am unable to connect to the search page and seem to get the same problem others have reported, ie Flash Player tries to load but never gets past 93%.
Tried again this morning and Flash opened at 93% and stayed there for over an hour before I decide to give up.
I can however connected to the search page from my PC at home, so is it possibley a Flash version problem.
June 7th, 2009 at 7:58 pm
I have a question: In record search, why are some US Census indexes linked to a pay-for-service site to download actual images? Can the site not host the actual images itself?
August 14th, 2009 at 4:13 am
Last few days i have same problem which face by you, but now from your blogs i got an answer.
Thnaks
August 25th, 2009 at 4:12 pm
I have 2 questions. 1st question I tried to print the paper with the name of my great Uncle to bring to the Temple and it wouldn’t allow me to do the work for his sealing to his parents even though I have done everything else for him. It said his name was reserved for someone else to do that ordinance. So I went to the labs website to see who this person was who reserved it and it had my username in it. His name is Loyd Sinnard and he died in 1970 and his parents are Francis Sinnard and Bessie Sinnard. Please advise. 909-626-7813 As quickly as possible please. I am going to the temple tonight the 25th of august. Also what should I do when I can’t make out certain names on a census? I can tell their are other children associated with this census in 1920 in Omaha, Nebraska but I can’t make out the names.