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  • ltd-jean-pull
    replied
    Originally posted by aprilmcg123 View Post
    After converting all the files I was able to compare the data row for row, rsid for rsid. I found that the two working files contained not only the exact same number or rows butthat they contained the exact same rsids just with different allele info. Then in comparing the files that wouldn't upload , to each other, I found that they contained the same number of rows and exact same rsids as each other as well. But, when the non-working files were compared to the working ones they were much smaller because they were missing the exact same 19,886 rsids which the working files contained!
    Were the missing rsids across several chromosomes?

    Also, were the files downloaded at approximately the same time? If you downloaded a file that currently works would you receive an identical file to the first one?

    Leave a comment:


  • aprilmcg123
    replied
    CFegley,

    I initially called Ancestry about the problem on Monday, but that was before I had done the analysis to find what rsids were missing. In that first call I informed them that the file sizes were very different for the working and non-working files. And I was told that's to be expected because not everone has the same information in their files. I was also told that if the download worked then the problem isn't on their side and that no record of recurring issues like this for other uses. Well, that irritated me because 1st I knew from this board that people had been ha ing the problem for months, and 2nd I knew it was highly unlikely that the customer service woman knew what she was talking about. That's why I did the analysis and called back the next day with incontrovertible evidence that there were missing records and made sure to let them know I handle data professionally in the hopes that they wouldn't just dismiss me again. The CS rep put me on hold and spoke with their development team and they asked me to email the rsids to them and that this was the 1st they were hearing of the missing data. The next day I called back because I had misread an email from them thinking they had fixed the issue, at that point I was told by the CS rep that they are still working on the issue and that they had found many people were having the same issue now.

    p.s. despite my wishful thinking, their update yesterday must not have been to fix this issue as I tried again and it's still not working. I also expect that I will get email confirmation once they've implemented the fix.

    Leave a comment:


  • CFegley
    replied
    Aprilmcg123

    Hi, Aprilmcg123.

    Earlier this week, I finished composing an email to [email protected], after having had numerous phone conversations with CSR's up to mid-level managers, presumably. Like you, I pointed out that my husband and son's files are missing in excess of 18,000 lines of data (rsids / alleles). I explained the various excuses I'd been given and, essentially, said enough was enough.

    I'm not sure of the timing of your contact with them versus their receipt of my email, but I received the following response:

    "Thank you for contacting Ancestry in regards to your DNA test.

    I carefully looked into your case now and would like to inform you that the last update we have from our technical department is that the size of the txt/zip files should not be a factor (unless it's extremely small/doesn't extract). There are many reasons why file sizes can vary. As long as one is able to extract the txt from the zip, the data is not corrupt.

    Our technical department are offering now to test your raw-DNA files for you. For this we would need to reset the password for your account. They could then download the raw DNA file for further inspection.

    Please let us know if you would like us to proceed this way. We would then reset the password and would the inform you and our technical department of the new login details."

    Of course, I responded I would like them to do it and this is their response to that:

    "Thank you for your response.

    Please know that your case has been documented in full and our management is aware of all the steps that were taken and answers that were given.

    Thank you for giving us the permission to hand your case over to our technical department. For this we have reset your password and passed on the details to our technical team.

    Your current login information is as follows:

    Username: xxxxxxxxxx
    Password: xxxxxxxxxx

    To login, do the following:
    1. Go to the home page of our website
    2. Click the Sign In button in the top right corner.
    3. Fill in both your username and password in their separate fields and click Sign In.

    The homepage will refresh, and you will be able to begin your searching. To log out, simply click the Sign Out link at the top right of the page under your username.

    Unfortunately it is not our area of expertise here in our Member Services Department to give elaborate insight in what the testing of the files will include. But we will get back to you with the details once the testing is complete.

    We would like to ask for your patience and will get back to you."

    After allowing for a couple of days (the limit of my 'patience,') I reached out again, asking an estimate as to when I can expect to hear back. This is their response:

    "We regret your frustration at the delays in resolving this issue of your DNA tests with Ancestry. Unfortunately, we're not able to give you an exact time frame for the completion of the investigation. We can assure you that your error report will be looked at just as soon as it moves to the front of the queue and you will be immediately informed of any updates as soon as they are available."

    So, in the meantime, my account is open to them and however many employees were involved in changing my password and I'm supposed to be "patient" without even knowing how many others are in the "queue?!" I sincerely hope they aren't just giving lip service and that they will actually do something about this, but I have to admit, I have my doubts.

    Leave a comment:


  • KATM
    replied
    Although this issue hasn't affected me, I would like to thank you, aprilmcg123, for taking the time and making the effort to try to fix the problem. I hope your work will help Ancestry to see what's wrong and correct it.

    Leave a comment:


  • aprilmcg123
    replied
    Finally got Ancestry to take this issue seriously!

    I recently experienced this same issue with one of the DNA profiles I manage, but not the other. In talking with my sister I found that she was having the problem with uploading her husbands file but not her own. She provided me with the two raw dna files for the accounts she manages and I was able to compare them with the two i manage. Since we both had one file which worked for upload and one that didn't they were perfect for comparison. I'm a database manager by profession so I wasnt going at this blind. After converting all the files I was able to compare the data row for row, rsid for rsid. I found that the two working files contained not only the exact same number or rows butthat they contained the exact same rsids just with different allele info. Then in comparing the files that wouldn't upload , to each other, I found that they contained the same number of rows and exact same rsids as each other as well. But, when the non-working files were compared to the working ones they were much smaller because they were missing the exact same 19,886 rsids which the working files contained!
    I called ancestry, and despite being previously told this wasn't their problem, they finally took me seriously! The ticket was escalated to their developers and they asked me for the list of rsids that were missing. I noticed yesterday tere was a notice on the ancestry site saying they would be down for scheduled maintenance today from 2 AM - 4 AM. I'm hopeful they've found and are implementing a fix for this. Fingers crossed!
    Last edited by aprilmcg123; 23 September 2017, 05:35 AM.

    Leave a comment:


  • 462DNA
    replied
    Originally posted by CFegley View Post
    So, I have been dealing with this issue for my son's and husband's files for a month now. I've downloaded both at least a couple dozen times each. I've spoken with 5 CSRs, 4 managers and a manager's manager (presumably) and emailed customer solutions twice. I have been told it is a ploy from FTDNA to get me to purchase their kit. I've been told that because I purchased kits from Amazon that all of the data is stored there and I needed to contact THEM. I've been told that there are multiple versions, not just V1 and V2, and that they are processed randomly and there is no standardized size for the data files. I've been told that because the files are for my husband and son, since they are male, their files will be smaller as there is a difference between data on the X and the "M!" I am tired of asking for someone to give me a straight answer! I am tired of being spoken to as if I am ignorant!
    It does sound plausible that there could be other unannounced chip versions than just the V1 and V2. It would be nice if Ancestry would give some clarification as to whether the missing SNPs in recent raw data files are the result of such unannounced changes or somehow due to some kind of error. Since they also appear to have added a smaller amount of SNPs and positions to the recent raw data which were not present in older raw files, I'm inclined to think that they are indeed using some new chip configuration. Either way, I doubt they're concerned with maintaining compatibility with importing to FTDNA.

    As for FTDNA, it seems they don't want to go the way of GEDmatch and simply allow just any raw data into their database, possibly for good reason. Elsewhere on this forum it was reported that the new V5 chip from 23andMe (the release of which was not preceded by any official announcement) has significantly less overlap with FTDNA's data than 23andMe's V4 chip (which had less overlap than AncestryDNA's V2 chip).

    Leave a comment:


  • loobster
    replied
    Originally posted by prairielad View Post
    might I make a suggestion ...

    Download your Ancestry Raw Data and open it in Notepad to similar program.
    People keep talking about looking at their Raw Data.
    Have FTDNA Raw Data, it is zipped. How do I unzip it and open it.

    Do not have any programs for doing that. Only work on the internet on Public Computers, can download to a FlashDrive.
    Have a laptop at home I do not connect to the internet.

    Leave a comment:


  • Obriejen
    replied
    Originally posted by nooni View Post
    Not sure what else to tell you that hasn't already been mentioned in this thread. Many Ancestry representatives are uninformed and giving out completely false information. If you want to contact them again, I would suggest directing the CSR to the same information we've been discussing (on the company's update boards, etc.). But if they're not already familiar with the problem they wouldn't be able to tell you anything beyond whatever has already been released officially, which is virtually nothing.
    What hasn't been mentioned recently is potentially a fix. Unless you are directly a FTDNA or Ancestry employee I'm certain you would not have a response for "what to tell me" regarding this. I'm sure if enough people contact then they will have the data regarding how any are having issues.

    Leave a comment:


  • Jonathan Gunnell
    replied
    Originally posted by prairielad View Post
    Take a screen shot of Header and first few lines of chromosome 1. (edit out your allele values if so wish)
    Here you go! This one was downloaded from Ancestry this week. I've tried all of the potential solutions in this thread with no luck.
    Attached Files

    Leave a comment:


  • prairielad
    replied
    While I have not tested with ancestry, might I make a suggestion for those that have so others here on forum can better understand what sort of format your Raw Data is in.

    Download your Ancestry Raw Data and open it in Notepad to similar program.

    Take a screen shot of Header and first few lines of chromosome 1. (edit out your allele values if so wish)
    Code:
    https://1drv.ms/i/s!Al27wnXopRKxhEyhhV3nZ2YaZ9ZB
    Attached Files

    Leave a comment:


  • nooni
    replied
    Originally posted by Obriejen View Post
    Is there any update on this potentially working. I contacted Ancestry and again they say it is not their issue and that they have no official information about it.
    Not sure what else to tell you that hasn't already been mentioned in this thread. Many Ancestry representatives are uninformed and giving out completely false information. If you want to contact them again, I would suggest directing the CSR to the same information we've been discussing (on the company's update boards, etc.). But if they're not already familiar with the problem they wouldn't be able to tell you anything beyond whatever has already been released officially, which is virtually nothing.

    Leave a comment:


  • Obriejen
    replied
    More information on Ancestry's view of the issue.

    Here is some information they gave me in the chat

    "Dirk:
    I have a message from our supervisors here, "It's is going to be up to FTDNA to allow our raw data to be uploaded if that's what they want to do."
    For additional information on this issue, please contact FTDNA.
    We stand behind our product, we can't look into FTDNA's systems, you will need to contact them about our product working on their site."

    Leave a comment:


  • Obriejen
    replied
    Update

    Is there any update on this potentially working. I contacted Ancestry and again they say it is not their issue and that they have no official information about it.

    Leave a comment:


  • prairielad
    replied
    Originally posted by bguilfoy View Post
    I received the same message when I tried to transfer my mom's 23andme file.

    Has anyone received this same error with any recent 23andme transfer?

    -Darren
    Family Tree DNA
    [/QUOTE]

    When were these tests completed with 23andme.
    Any test completed at 23andme after the end of July 2017 is on the 23andmev5 chip.
    FTDNA only accepts 23andmeV3 and 23andmeV4 tests to my knowledge.
    The V5 chip is incompatible with FTDNA (it only shares less then 200,000 SNPs of the 700,000 tested by FTDNA)

    Leave a comment:


  • bguilfoy
    replied
    Unable to Upload 23andMe. Same problem and error when I tried to transfer my mom's

    I received the same message when I tried to transfer my mom's 23andme file.

    Has anyone received this same error with any recent 23andme transfer?

    -Darren
    Family Tree DNA[/QUOTE]

    Leave a comment:

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