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  #1  
Old 8th December 2015, 10:31 PM
ede19 ede19 is offline
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Join Date: Oct 2015
Posts: 6
Unable to download raw data file

I have tried three different browsers - IE, Safari, Chrome - from my PC, plus my iPad. On each, I am able to see the four different download buttons. The arrows are half missing but the buttons do depress when pushed. However, in every case, the page defaults to this - https://www.familytreedna.com/my/fam...downloads.aspx but the page reads "HTTP 404 Page Not Found". The results are available. A cousin was able to download his results on his Mac when he was here. I had also tried to download his results on my computer and had the same problem. Anyone have any ideas what is wrong? I tried turning off pop-up blockers, Java, etc. Any other suggestions?
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  #2  
Old 8th December 2015, 11:04 PM
prairielad prairielad is offline
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Location: Canada
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If you just received your results, it takes a few days before the Raw Data download is available.
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  #3  
Old 9th December 2015, 12:30 PM
ede19 ede19 is offline
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Join Date: Oct 2015
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Unable to download raw data file

That's not the problem. The results have been available for a while. I also had the same problem with trying to help a relative download his results. He was eventually able to download his own results on his Mac the same day with my direction. I was not able to download it on my PC in multiple attempts while in his account. It's some type of bug as it is not only across the three browser used on my PC, but also when I tried accessing from my iPad.
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  #4  
Old 9th December 2015, 09:58 PM
prairielad prairielad is offline
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Join Date: Feb 2011
Location: Canada
Posts: 1,755
Try refreshing browser (ctrl + F5 for windows, Mac/Apple: Apple + R or command + R)

Try clearing your browser cache

Can the cousin access and download the results on his computer again? or does it give him the 404 Error also now?

Last edited by prairielad; 9th December 2015 at 10:10 PM.
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  #5  
Old 9th December 2015, 10:17 PM
prairielad prairielad is offline
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Join Date: Feb 2011
Location: Canada
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If all else fails you can open a request ticket through FTDNA's following page under the Support section
https://www.familytreedna.com/contact.aspx

or send a PM to Darren here on the forum with kit number and associated email to see if he can check and see if it is an issue on FTDNA's end.
http://forums.familytreedna.com/member.php?u=9333
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