Chromosome browser not working

[MarjorieF]

Every time I tick a match and then click on the chromosome browser, I get a "Houston, we have a problem!" error message. I bought Family Finder Geno 2+ two days ago, and the ICW and matrix tools work. But I find it very disheartening that the chromosome browser doesn't work. Unless, I am doing something fundamentally wrong?

Marjorie

[MarjorieF]

And it's still not working. I've tried two different browsers, logging out and logging in. I've restarted my computer. ICW and Matrix work fine, so I feel like it's specific to the chromosome browser. I've sent in a help message, where they warn me not to send followups as that will slow everything down, and I haven't heard anything back from them.

I'm not sure how I'm going to be able to access this browser.

[georgian1950]

I am no expert, but (assuming Windows PC) you might do disk cleanup to delete old 'temporary internet files'. I have found that to help in some cases like yours.

Jack

[MarjorieF]

Thanks, Jack, but I'm on a Mac. I'm just not sure what I can do about this.

[georgian1950]

Thanks, Jack, but I'm on a Mac. I'm just not sure what I can do about this.

You're welcome. I'm not a Mac person, so I don't know what to advise.

Good luck!

Jack

[KATM]

MarjorieF, I use a Mac, but haven't experienced the problem you describe. Currently I am using Firefox to log in to my accounts. The only thing I can think of is, if you haven't done so already, to try clearing your cookies.

There are two ways to use the Chromosome Browser:

• Clicking on the link for Chromosome Browser from your "my Dashboard" page, to select people from the list shown on the Chromosome Browser page, or
• When on the "Family Finder - Matches" page, selecting people from your Family Finder match list, then clicking on the button for Chromosome Browser at the top of the list. This is the way you described in your first post.

Have you tried it both ways, and still have a problem with either way?

It sounds like something that, when you get a reply to your help request, they might be able to fix.

[MarjorieF]

Thanks for your suggestions. I tried Firefox, since I'd tried Safari and Chrome, but not that browser. I cleared cookies. Still no dice.

But there's no link to the chromosome browser on my dashboard page, only on the Family Finder-Matches page. Hmmm.

[KATM]

Does the Family Finder section on your myDashboard page look like this?

[MarjorieF]

Does the Family Finder section on your myDashboard page look like this?

Your attachment is pending so I can't see it, alas. But! I clicked on "Learn More" under the Dashboard page, which took me to Family Finder Home. There, I clicked on Chromosome Browser, and I got "Pending Results, Your Family Finder Matches results are still processing. Check back in 24 hours."

So, it seems that my kit isn't fully processed, even if other tools work? I bought this March 22. I don't know if it's normal to be waiting on the browser this long or not. But this gives me a bit of hope.

Thanks for your help.

[MarjorieF]

Does the Family Finder section on your myDashboard page look like this?

Thanks for the photo (which they approved so I can see it. Or I assume that is what happened.) At least I know that I am definitely missing the "chromosome browser" button. I don't know if it's normal for there to be a lag, or something has gone wrong with my account.

[KATM]

Am I right in understanding that you transferred your Geno 2+ to FTDNA, and ordered the Family Finder? You are getting a list of matches, which you've used with the ICW and Matrix tools. But, the Chromosome Browser is not shown in your Family Finder section (you saw the attachment). It should have been available when your matches list appeared.

I think it's time for you to put in a Support Request. You can phone (number at bottom of this page) or use the Customer Support link at the top right of this page to submit a form. It may take some time to get a reply via the form (I submitted one last week, and have not heard back yet); not sure what's going on there.

[MarjorieF]

Yes, that's all correct.

I did contact Customer Support via their form last week, and I'm a bit surprised I haven't heard anything back from them. Thanks for pointing out the phone number, as that will have to be my next option.

Marjorie

Am I right in understanding that you transferred your Geno 2+ to FTDNA, and ordered the Family Finder? You are getting a list of matches, which you've used with the ICW and Matrix tools. But, the Chromosome Browser is not shown in your Family Finder section (you saw the attachment). It should have been available when your matches list appeared.

I think it's time for you to put in a Support Request. You can phone (number at bottom of this page) or use the Customer Support link at the top right of this page to submit a form. It may take some time to get a reply via the form (I submitted one last week, and have not heard back yet); not sure what's going on there.

[MarjorieF]

They replied after they fixed it this morning!