There are many reasons why pages or files on Ancestry® might not display or download correctly. Some of the most common reasons are:
- Internet connection problems
- Browser issues
- Cache and cookies
- Browser extensions (also called “add-ons”)
- Security settings
Steps to fix pages and files on Ancestry
After each step, check whether the problem is resolved.
- In a recommended browser, try opening other pages on Ancestry.
- If you can’t access other Ancestry pages, check our status page (https://status.ancestry.com/) to determine if we have any service issues.
- If we have no service issues, try opening a different website to test your internet connection. If you also can’t access other websites, you might have internet connection problems. Contact your internet service provider for help.
- In a different recommended browser, try to load or download the Ancestry page(s) or file(s) having issues.
- Clear your cache and cookies. If your cache and cookies haven’t been cleared recently, your browser may try to load a previous version of a page rather than the current one.
- Allow cookies on Ancestry.
- Set your browser always to allow cookies from Ancestry. If you choose to disable, block, or turn off cookies, some features of our site and services may not work as intended. Usually, a browser's default settings are sufficient, but if you have problems loading Ancestry pages, you may need to adjust your browser’s cookie settings. For help, select your browser.
- Try temporarily disabling browser extensions (“add-ons”), including any ad blockers. Browser extensions can sometimes interfere with Ancestry. Select your browser for instructions on how to do this.
- Adjust your browser's privacy and security settings to allow Ancestry. If your browser's privacy and security settings are too high or strict, it can prevent Ancestry pages or files from displaying or downloading correctly. For help, select your browser.
Note: If using Firefox, try turning off Enhanced Tracking Protection (see “What to do if a site seems broken”) for Ancestry. If Ancestry works with enhanced tracking protection turned off, adjust your global Enhanced Tracking Protection settings.
- Try disabling security software temporarily. Security software (including antivirus and anti-spyware programs, firewalls, privacy programs, and others) may block and prevent certain pages from displaying correctly. Check your security program's settings to ensure it allows Ancestry.
If none of these steps resolve the problem,
contact us to report the issue.
