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Features Requests & Bug Reports Area This forum is for customers to talk about features they would like to see. It may also be used to report potential website issues and account bugs, though you may get faster service by sending those through the Open a Request feature found in the Customer Service link at the top of the forum page.

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  #1  
Old 12th January 2016, 09:20 PM
Moonta Moonta is offline
FTDNA Customer
 
Join Date: Jun 2015
Posts: 6
Unable to download raw data

Trying to download raw data. I have tried various browsers and it gets an xml error each time. Download works on other accounts I manage.

Account has just had it's family finder results made available and I can see relatives, just not able to download

------------------------------------------------------------
This XML file does not appear to have any style information associated with it. The document tree is shown below.
<Error><Code>NoSuchKey</Code><Message>The specified key does not exist.</Message><Key>secure/92/b383/e0-/24f8-4a25-9770-99b1548d8462/ffo-92b383e0-24f8-4a25-9770-99b1548d8462.csv.gz</Key><RequestId>26C4DFB69C35B39D</RequestId><HostId>+5hC+03tRjYMu+jUfCS8C/TkEmqpFO0y9ipyGdUYUcgFo6QJk5pFE0HRlUTPlT9BF4henKqj 0ko=</HostId></Error>



Oh when I try to submit an online request/bug report, I get a 'houston we have a problem...'
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  #2  
Old 13th January 2016, 10:01 AM
crossover crossover is offline
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Join Date: Jun 2014
Posts: 138
i have that same problem also.
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  #3  
Old 13th January 2016, 11:04 AM
jbarry6899 jbarry6899 is offline
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Join Date: Jun 2012
Posts: 615
Quote:
Originally Posted by crossover View Post
i have that same problem also.
It usually takes a day or two after results are posted before the raw data download is available.
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  #4  
Old 13th January 2016, 03:30 PM
crossover crossover is offline
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Join Date: Jun 2014
Posts: 138
Quote:
Originally Posted by jbarry6899 View Post


It usually takes a day or two after results are posted before the raw data download is available.
i'll check the link tomorrow then
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  #5  
Old 13th January 2016, 08:04 PM
Moonta Moonta is offline
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Join Date: Jun 2015
Posts: 6
Thanks everyone. Now works.

I guess patience is a virtue, but a meaningful (or any) message would be more appropriate than an xml error.
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  #6  
Old 21st January 2016, 01:07 PM
bobspector bobspector is offline
FTDNA Customer
 
Join Date: Jan 2016
Posts: 1
Can't download raw data

Same problem here, same error message. My data has been available for many days.

Also, I get LOTS of "Houston, we have a problem" error messages--I believe these are FTDNA server timeouts--tech support is not sounding too supportive when they tell me:

I apologize but we do not have an update at this time. We are currently working on upgrading our servers to remedy this issue.

This should certainly be made public on the site, on these forums, and even in an email to all users, letting us know FTDNA is aware of the problem, and is working to rectify it. That's common sense PR/IT these days.
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  #7  
Old 11th January 2017, 12:12 PM
Abshelto Abshelto is offline
FTDNA Customer
 
Join Date: Jan 2017
Posts: 2
I've had the same issue since my results were visible 6 days ago. I sent in a support ticket and received this message: "Hello,

Thank you for your email.

Regarding this issue, as your Family Finder results just came in, your raw data should become downloadable within 1 business day.

Have a wonderful day!"

So fingers crossed I will be able to download them tomorrow!
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  #8  
Old 12th January 2017, 02:28 PM
Abshelto Abshelto is offline
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Join Date: Jan 2017
Posts: 2
Working for me today!
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