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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, 10:20 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, 11:01 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, 12:04 PM
jbarry6899 jbarry6899 is offline
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Join Date: Jun 2012
Posts: 617
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, 04:30 PM
crossover crossover is offline
FTDNA Customer
 
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, 09:04 PM
Moonta Moonta is offline
FTDNA Customer
 
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, 02:07 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 21st January 2016, 04:23 PM
telly441 telly441 is offline
FTDNA Customer
 
Join Date: Apr 2015
Posts: 98
FTDNA has never been one for transparency with it customers. While their customer service reps are great to work with, the information they have access to is less then perfect.

Last year it took FTDNA many months to admit they had a supply issue with reagents.

They are currently experiencing a lot of tech/IT issues but nothing has been said to the customers about it. We just have to put up with all the server timeouts, slow system response and other IT issues.

But it is what it is and we all just put up with it
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  #8  
Old 22nd January 2016, 11:08 PM
B79648 B79648 is offline
FTDNA Customer
 
Join Date: Nov 2015
Posts: 3
I'm getting the same error and have had my results for almost two months now.

That's the reason I'm in the forums right now. I was looking for an answer.

Hope they fix this soon. I've paid already after all.
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  #9  
Old 23rd January 2016, 06:22 PM
Darren Darren is online now
Customer Support Specialist
 
Join Date: Jun 2007
Posts: 850
B79648,

I went ahead and entered in a bug report for you so they can get this corrected. Just curious though, why do you want to download the raw data that you already uploaded to your account via third party testing?

-Darren
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  #10  
Old 11th January 2017, 01:02 PM
jonni7 jonni7 is offline
FTDNA Customer
 
Join Date: Nov 2016
Posts: 5
I have the same problem 3 days now.
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