Suggestions

The 'My threads' issue is not a new one....!

It is one and the same problem that is currently affecting ALL parts of the site whenever a member tries to process a request involving large amounts of data, the system times out. Members who only have a handful of thread postings are probably not affected.

I sent this email to support team this afternoon -

Feedback on My Threads which is not working
http://www.genesreunited.co.uk/boards.page/board/suggestions/thread/1291446

http://www.genesreunited.co.uk/boards.page/board/suggestions/thread/1283730

Surely this problem is not being investigated as the error message suggests as no response from the team on either thread




Got this reply -
Can you give me more information relating to your threads not working. I have looked on the site with the links you have provided and was unable to see any problems using this part of the site.



So no mention of whether the error messages that members are getting is actually being investigated or not

shakes head in complete disbelief!


It is ALWAYS the same story .................


"we cannot see the problem that you describe."



another nail in the coffin!

Seeing as how I cannot contact GR eithe rthrough this site, or through my usual email, I have just gone to the GR-only email address and sent the following to them .....................


Dear whoever

A number of people have been having problems opening My Threads

These problems are detailed on the following threads on Suggestions Board, and have been for a month or more. The following are only TWO of the threads on which the problem is mentioned ......

Feedback on My Threads which is not working
http://www.genesreunited.co.uk/boards.page/board/suggestions/thread/1291446

http://www.genesreunited.co.uk/boards.page/board/suggestions/thread/1283730



The Error Message that is posted states that "the error has been logged and will be investigated."

Apparently not so!

And, it is also very apparent that no-one is monitoring the Suggestions Board for suggestions and problems, even though we were told that would be the case.


What is being done re this issue??

... or even about ALL the other problems in the normal functioning of the site, as expected by your members??


Please, I beg of you ....... do NOT send me the usual platitude of "we do not know about this" or "I have looked on the site with the links you have provided and was unable to see any problems using this part of the site"


If you do, I promise you a hissy fit such as you have never seen before!



sincerely
xxxxxxxxxxxx

ps ........ still holding to the increasingly faint hope that GR will once again be a site that works.

---------------------






now to wait until tomorrow to see what response I get.







sylvia

I have been unable to open My Threads at any point between the hours (UK time) of ca 7:00 pm Feb 6 and 4:45 am Feb 7



sylvia

'My threads' was really quick to open for me this morning, after a few slow days.
It is very annoying for members in the sheer randomness of the problem.
In my case it has only once 'timed out', and I can cope with that (as ancestry, find my past and free bmd have done that also on occasion).
Fingers crossed, and hope everyone else has better luck,
Pat

Well obviously not taking this seriously or actually reading the thread to see what the problem is !!

Had another message from GR this morning

"I can see other members have posted on the links you have supplied with their problems they are having with the threads on the site.

Could I ask you for some more information so I may look into this further. Please let me know exactly which threads you are having trouble on Maureen, what happens when you open them up? Are you able to post? Do any error messages appear?."


How can I answer which thread I am having problems on when that is not the case !!!!!!!!

Latest message just received.

"Having logged on to your account and clicking through to your 'My watched threads' this opens up without any problems however you do not seem to have any threads you are watching at the moment.

Looking at the posts members are reporting on the thread it seems other members are having the same issues however, after the third attempt the thread seems to work correctly, is this the same for you?.

Could you also confirm which operating system and browser you are using Maureen"


No idea what watched threads have to do with this problem. No surprise at being asked about operating system and browser.

Never try to use My Threads after two failures !!!

GB

I got a very similar reply this morning to an email I sent last night, although with slightly different wording. No mention of Watched threads for example.


"I am sorry to hear the problems you have been experiencing whilst using the threads on the site.

Having looked at the feedback other members have posted on the boards you all seem to be having similar issues.

So we may report this further, could you confirm if this is happening on all threads or a few in particluar? Does it happen every time you view a thread or is it now and again?. I can see other members have said after the third attempt the thread seems to work correctly, is this the same for you?.

Could you also confirm which operating system and browser you are using."


I pointed out in the first email that I had tried around 15 times to open My Threads between the hours (UK time) of ca 7:00 pm Feb 6 and 4:45 am Feb 7, and that I had finally succeeded at around 6:00 am (UK time)


I've replied ............... but will have to wait until tomorrow for a reply



I also now only try twice and then give up.





sylvia

My latest message to The Support Team:


"I thank you for your feedback but you make it sound as if I am the only
person who is experiencing this problem. I know of others who have contacted
you about it. If you will just have a look at the Suggestions Board, the
thread entitled "My Threads" shows that many have the same problem, the
suggestions that you gave me have been tried to no avail.

Another point: The error message says that it has been logged. If so could
you tell me how many times I have received this error message in the last
few weeks?. I have received it at least half a dozen times today and there
is no way that I can access "My Threads" today.

Regards,
Margaret"

And their response:

"Thanks for coming back to us Margaret, and I'm sorry to hear you're still having the same problem.

It could be that your browser has a cached the page, and you should at this point clear your cache.Here are some websites to help you clear your cache:

http://www.wikihow.com/Clear-Your-Browser's-Cache

http://help.typepad.com/clear-browser-cookies-cache.html

We have also created a page where you can re-set your cookies. This will remove any 'bad' cookies that your PC had stored. When you re-set your cookies you will have to log in again but this should stop any further problems. Please click on this link:

http://www.genesreunited.co.uk/static/ResetCookies.aspx?Tested=Y

If you still have the same problem after trying this Margaret, please let me know.

Kind Regards,


Julie
Genes Reunited Support Team"

grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr

NEVER any acknowledgement that it could possibly be THEIR fault!


It is always OURS.




I promised them a hissy fit like they had never seen .


.............. and that is what I will do if I get that email tomorrow :-D

have to post



have just got into My Threads for the second time today, without getting the Error message :-)


It did take a long time on each occasion ......... long enough for me to be expecting the message


but .......... success!!!!!




sylvia

Has anyone told GR that "My Threads" is on the left hand side under "Tools" :-D

:-D :-D :-D :-D

Yes told the support team where to find My Threads :-S

I've been able to access "My Threads" today usually after only 1 error message. Has GR done something? I certainly haven't. I hesitate to do as they suggest i.e. clearing my cache and re-setting my cookies simply because I don't put any faith in GR's knowledge of the problem.

If GR has done something to alleviate the problem they certainly haven't let us know about it. The only update message we've had is the one dated December 8th. How can they call that an update when it's 2 months old?

The thing they have done recently is to change the new tree to the default instead of the old tree.

Got a reply to my email of yesterday

"Thank you so much for taking the time to send us such a detailed reply, it's greatly appreciated.

I can understand how frustrating this must be for you, and you can be assured that I have passed all of the information you've given us onto our team of developers so that they can look into this further and hopefully resolve this issue. I've also passed on your suggestion to them with regards to deleting threads from My Threads without having to delete the post from the thread. I'm not sure whether it's something that can be implemented, but they do consider all suggestions if it's something that they can do.

We're really grateful for your patience Sylvia. If there's anything else I can help you with, just let me know."

-------------------------



and I have just noticed that the latest posting on GR page on FB concerns always getting ............


............. the ERROR MESSAGE :-)



sylvia

Margee

I had no problems opening My Threads yesterday ........ 3 times spread over the period between about 8:00 pm and 6:00 am UK time


BUT then I got the Error Message on my last attempt at around 7:00 am UK time


It did open on the second attempt


............................... which was way way better than on Monday!


Have not yet tried today.



sylvia