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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 26th September 2014, 01:54 PM
ChattieKathy ChattieKathy is offline
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Join Date: Jun 2014
Posts: 49
can't download raw data

I'm trying to download raw data for my uncle's newly posted FF results, and I'm getting "http 404" error. I tried my mom's as well, and I can't get to either of them.

HELP!

ChattieKathy
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  #2  
Old 26th September 2014, 02:40 PM
Time Traveler Time Traveler is offline
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Join Date: Apr 2009
Location: Southern California
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I'm having the same problem at 12:40 pm.

TT
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  #3  
Old 26th September 2014, 02:47 PM
efgen efgen is offline
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It takes a day or two for the raw data to become available for download. Please try again over the weekend or on Monday

Elise
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  #4  
Old 26th September 2014, 03:31 PM
tlgarrison tlgarrison is offline
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Join Date: Jul 2014
Location: Illinois
Posts: 132
Quote:
Originally Posted by efgen View Post
It takes a day or two for the raw data to become available for download. Please try again over the weekend or on Monday

Elise
Elise, it is doing it for all my kits as well. Same error 404 and I have downloaded them before I have had my kit since August of 2011. So something is going on.
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  #5  
Old 26th September 2014, 03:39 PM
ChattieKathy ChattieKathy is offline
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Join Date: Jun 2014
Posts: 49
I can't access it from the other 2 kits I've had since August as well.

ChattieKathy
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  #6  
Old 26th September 2014, 04:08 PM
efgen efgen is offline
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Mine are downloading.... what is the link giving the 404? What OS and browser version ?

Elise
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  #7  
Old 26th September 2014, 04:15 PM
ChattieKathy ChattieKathy is offline
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Join Date: Jun 2014
Posts: 49
I tried it on both Chrome Version 37.0.2062.124 m
and IE. I'm not sure of the version on IE. This is the message:

Chrome:
Not Found

HTTP Error 404. The requested resource is not found.

IE:
Info icon
The webpage cannot be found

HTTP 404


Most likely causes:
•There might be a typing error in the address.
•If you clicked on a link, it may be out of date.


What you can try:



Retype the address.



Go back to the previous page.



Go to and look for the information you want.



More information More information
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  #8  
Old 26th September 2014, 04:57 PM
dna dna is offline
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Join Date: Aug 2014
Posts: 2,582
HTTP Error 404. The requested resource is not found.

14 hours ago I needed the results on another system, so it was faster to download them anew there. All four files downloaded for everybody, now none is downloading for anybody.

A technical tidbit: the address that gives Error 404 looks like it would download a file named (fake numbers used)
ff-89abcdef-7654-3210-abcd-456789abcdef.csv.gz <- FF
xo-89abcdef-7654-3210-abcd-456789abcdef.csv.gz <- X

Previously it was (where 123456 was the kit number)
123456-autosomal-o37-results.csv.gz
123456-x-chromosome-o37-results.csv

So not a fault, but planned change ? Or just final redirection goes nowhere ?

P.S. FASTA downloads with mtDNA results are OK.

Last edited by dna; 26th September 2014 at 04:59 PM.
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  #9  
Old 26th September 2014, 04:59 PM
tlgarrison tlgarrison is offline
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Join Date: Jul 2014
Location: Illinois
Posts: 132
Quote:
Originally Posted by efgen View Post
Mine are downloading.... what is the link giving the 404? What OS and browser version ?

Elise
Link is family finder download build 37
https://my.familytreedna.com/family-...downloads.aspx

Windows 7 and Chrome version 37.0.2062.124

Does not work in IE 11.096 for me either.
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  #10  
Old 26th September 2014, 10:00 PM
efgen efgen is offline
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(Oops, meant to post this before dinner, but apparently forgot to click Submit!)

All,

I see the problem now. Has nothing to do with the browser or OS -- everyone is affected.

IT didn't notice this issue because the links work as expected from inside the office -- the problem is that they're not working from outside the office.

I've now reported the issue to IT, but since it's 5pm on Friday, I don't expect this to get resolved until Monday.

Very sorry for the inconvenience and, as always, thanks for your patience while this is resolved.

Elise
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