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Get error when uploading ANcestryDNA

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  • Ancestry Support Survey

    Originally posted by aprilmcg123 View Post
    CFegley,

    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.
    Guess what? I received an email back from Ancestry Support this afternoon. It was a SURVEY to see what I thought of how they'd done in helping resolve my issue! My thoughts, of course were, why thank you ever so much for asking and for providing the opportunity to give constructive feedback! Here ya go!

    "First, you're sending this email prior to my issue being resolved. So, what could you have done better? How about actually addressing my issue! Second, TRAIN your front line employees to answer questions and when they don't know, they need to be truthful and escalate the issue, not make up an "answer" which people who have knowledge of how things are supposed to work will know is a "fake" answer. Third, have people available for all types of questions...some can tell people how to set up their account, start a tree, etc., but if you're offering DNA testing, you need people who can actually answer questions about the files and those people need to be available to talk to your customers. They shouldn't be tucked away into a room or building and not accessible to anyone, not even your presumed "managers" who, themselves are clueless and actually think saying that they don't get that many questions about "X" so they don't need to know anything about it and it is okay for them to "guess" at what the problem "might" be! REALLY???!!! I worked in a call center for Property and Casualty insurance and had to be LICENSED to talk to people. Your employees should at the very least be taught terminology for genealogy and genetics and know what they should and shouldn't try to address!"

    I tried to keep my "cool" and had to end it there or that would have gone straigh out the door. LOL. Have you heard anything?

    Comment


    • CFegley

      Unfortunately, no.

      Comment


      • I've noticed what might possibly be a theme with this issue. My two aunts and my sister were able to upload their data, but my father and brother in law couldn't. CFegley mentioned it was her husband and son's that wouldn't upload. Has anyone had the same error message when trying to upload a female's DNA file?

        Comment


        • Coupon

          There's a discount code to unlock FamilyFinder for $10 instead of $19 and is good only until the 30th. The code is
          USE CODE: ATUL0917

          This is my motivation for actually taking the time to report the issue.

          Comment


          • Originally posted by CFegley View Post
            What coupon??
            For autosomal transfers.
            "For a limited time only, unlock your full-featured Family Finder account for only $10 with the below promo code! You’ll get enhanced results plus gain access to Family Finder’s unlimited matches and industry-leading tools.
            USE CODE: ATUL0917"

            Comment


            • Get error when uploading AncesterDNA

              I have the issue as well.. trying to upload raw DNA from AncestryDNA for an uncle.

              Comment


              • Originally posted by aprilmcg123 View Post
                I've noticed what might possibly be a theme with this issue. My two aunts and my sister were able to upload their data, but my father and brother in law couldn't. CFegley mentioned it was her husband and son's that wouldn't upload. Has anyone had the same error message when trying to upload a female's DNA file?
                Someone on a Facebook group posted that SHE couldn't upload her own raw data. So, yes, it crosses both genders, though it does seem to be more prevalent with male files.

                Comment


                • Males lines?

                  No, mine is a female. Males and females have the same file size per me looking at all of my other Ancestry raw DNA files from the past.

                  Comment


                  • I got this response today from Ancestry when I asked them for an update:
                    Hello April,

                    Thank you for contacting Ancestry in regard to your report on not being able to download your RAW DNA data.

                    The problem has been reported to our developers and hopefully will be corrected in the near future. We will contact you via email when this issue is resolved. Your feedback helps us correct errors and improve the website. Thank you for your patience with us in this matter.


                    So I guss they're still working on it

                    Comment


                    • Looking at an ancestry file that fails uploading and comparing it to an original Ancestryv2 file, as well as comparing number of SNPs used by FTDNA, I have come up with roughly the following numbers
                      These smaller Ancestry files have roughly 5261 less SNPs that FTDNA utilizes

                      link photo on Onedrive
                      Code:
                      https://1drv.ms/i/s!Al27wnXopRKxhE7f4GraVU1u-rXB
                      Attached Files
                      Last edited by prairielad; 28th September 2017, 05:02 AM.

                      Comment


                      • Acknowledgment from Ancestry

                        After sending two emails this week, requesting an update on my ticket, below is the response I received.

                        "Hello Cynthia,

                        An examination of the sample data did verify that these files were smaller than some others. This case was forwarded to the science team on Sept. 25 for their consideration and official response.

                        If you need additional assistance, please feel free to reply to this message or call us at 1-800-ANCESTRY (1-800-262-3787) between the hours of 9am to 11pm EST, seven days a week.

                        Sincerely,

                        Kimberly
                        Customer Solutions Associate
                        Ancestry"

                        Really? Wow. I already KNEW it was smaller and TOLD YOU it was missing in excess of 18k lines of data!

                        At least I have it in writing, now, that they know there is a problem.

                        Comment


                        • Originally posted by CFegley View Post
                          After sending two emails this week, requesting an update on my ticket, below is the response I received.

                          "Hello Cynthia,

                          An examination of the sample data did verify that these files were smaller than some others. This case was forwarded to the science team on Sept. 25 for their consideration and official response.

                          If you need additional assistance, please feel free to reply to this message or call us at 1-800-ANCESTRY (1-800-262-3787) between the hours of 9am to 11pm EST, seven days a week.

                          Sincerely,

                          Kimberly
                          Customer Solutions Associate
                          Ancestry"

                          Really? Wow. I already KNEW it was smaller and TOLD YOU it was missing in excess of 18k lines of data!

                          At least I have it in writing, now, that they know there is a problem.
                          Congratulations!! Finally some progress.

                          The science team, eh? Does that smell like a problem with the lab analysis to anyone else? I've been wondering since one of the other posters mentioned that a lot of SNPs were missing, but a minority were substituted with different SNPs. Substitution sounds like an alternate chip to me.

                          Comment


                          • I am working on uploading raw data from Ancestry for both of my parents, and neither of them will upload. The files are dated 9/6 and 9/8, and are both 17,184KB in size.

                            I was able to upload my grandfather's raw data file just fine, and it is dated 9/25/17. His file is 17,686KB in size.

                            This lends more evidence to the claims above that the files were smaller for some period of time.
                            Last edited by JeremyGlen2017; 4th October 2017, 09:15 AM. Reason: More info

                            Comment


                            • Originally posted by JeremyGlen2017 View Post
                              I am working on uploading raw data from Ancestry for both of my parents, and neither of them will upload. The files are dated 9/6 and 9/8, and are both 17,184KB in size.

                              I was able to upload my grandfather's raw data file just fine, and it is dated 9/25/17. His file is 17,686KB in size.

                              This lends more evidence to the claims above that the files were smaller for some period of time.

                              You are right! Mine was 17,686 kb and uploaded fine. I received the results in mid-May and uploaded in June. My husband and son's were completed in the first couple of weeks of August and each is 17,184 kb and will not upload.

                              Comment


                              • Originally posted by CFegley View Post
                                You are right! Mine was 17,686 kb and uploaded fine. I received the results in mid-May and uploaded in June. My husband and son's were completed in the first couple of weeks of August and each is 17,184 kb and will not upload.
                                It sounds like your test got in just under the wire. From ISOGG's Ancestry DNA page, under Chip Versions, it says:
                                From mid May 2016 onwards AncestryDNA began using a new chip for their autosomal DNA product
                                and
                                As of September 2016 the Ancestry v2 chip is not compatible with the Family Tree DNA autosomal DNA transfer program.
                                (the latter no doubt reflected in, and possibly based at least partially on, this thread!)

                                Comment

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