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FTM 2012 - Web Search only shows Black screen

FTM 2012 - Web Search only shows Black screen

Posted: 13 Apr 2014 11:30PM GMT
Classification: Query
This post was deleted by the author on 2 Aug 2015 12:03AM GMT

Re: FTM 2012 - Web Search only shows Black screen

Posted: 13 Apr 2014 11:59PM GMT
Classification: Query
Hi Marti,

I just tested and got an image, as normal.

Is your zoom slider set to maximum, minimum or somewhere in the middle?

I recall a few times when I have thought I was getting no image, but it was just off the screen, because of the setting of the zoom factor. If I clicked on the black screen and dragged, I could get the image into the viewable screen.

That's the only thing I can think of at the moment.

Re: FTM 2012 - Web Search only shows Black screen

Posted: 14 Apr 2014 12:42AM GMT
Classification: Query
This post was deleted by the author on 2 Aug 2015 12:02AM GMT

Re: FTM 2012 - Web Search only shows Black screen

Posted: 14 Apr 2014 12:50PM GMT
Classification: Query
I sometimes have no image displayed but hitting the refresh icon downloads it.

Re: FTM 2012 - Web Search only shows Black screen

Posted: 28 May 2014 2:44AM GMT
Classification: Query
Just wanted to add my 2 cents. I've been having the same problem for several months and every time I've called into technical support, the reps admit that this is a "known issue" that is being worked on and have had no resolution for me other than to use the ancestry website rather than using Family Tree Maker which is a ridiculous solution. It wasn't until tonight after 3 months and about 6 calls to support that someone finally suggested the same resolution that you found yourself which was to select "use the basic viewer" under the tools menu. Although I appreciate the temporary fix, it really isn't a resolution since I was told that the image quality is lower in this case. I've been a loyal FTM user for about 15 years now and have always had great things to say but the problems I've had with FTM 2012 have been unbelievable. And what is even more infuriating is the fact that I paid for this program...paid for a monthly subscription and they cant even offer me any kind of compensation for it not functioning. I would have at least expected them to be able to extend my ancestry.ca membership by a month or two out of the interest of customer service...NOTHING!

Re: FTM 2012 - Web Search only shows Black screen

Posted: 23 Nov 2014 10:26AM GMT
Classification: Query
Yep, I have FTM2012 and I also used to have the same issue on my current Windows 8.1 system. Checking the 'Tools->Use the basic viewer' option as you described fixes it, as it did for me a year or so back on my previous machine (Windows 7). So, it seems to be a general issue not limited to any one type of environment.

As such, you'd think that this might be documented under some kind of 'Known Problems' heading under their 'Tools->Help and Tips' link. Oh well.

Re: FTM 2012 - Web Search only shows Black screen

Posted: 23 Nov 2014 1:22PM GMT
Classification: Query
This post was deleted by the author on 2 Aug 2015 12:00AM GMT

Re: FTM 2012 - Web Search only shows Black screen

Posted: 23 Nov 2014 1:34PM GMT
Classification: Query
Is this one of the improvements to ancestry that they have been promising that offer reduced functionality in FTM?

Re: FTM 2012 - Web Search only shows Black screen

Posted: 23 Nov 2014 6:02PM GMT
Classification: Query
This post was deleted by the author on 2 Aug 2015 12:00AM GMT

Re: FTM 2012 - Web Search only shows Black screen

Posted: 23 Nov 2014 7:45PM GMT
Classification: Query
Edited: 23 Nov 2014 7:48PM GMT
Do you get this message at the top of your screen
"We’re making updates that may impact your Ancestry experience. Certain features on Ancestry will have reduced functionality or may not be supported when using Internet Explorer 8 or 9. Check out the recommended browsers for more information.

We’re making updates that may impact your Family Tree Maker experience. Starting in October 2014, Ancestry Web Search within Family Tree Maker software will have reduced functionality or may not be supported by Microsoft Windows XP, Microsoft Windows Vista or Internet Explorer 8 or 9. Moving forward, Microsoft Windows 7 or 8 will be required for Ancestry Web Search functionality to work properly."

I do NOT see where you have stated anything about your system, if it is a XP or Vista machine, then the about message applies.
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