Announcement

Collapse
No announcement yet.

Raw Data Problem

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Raw Data Problem

    Hello there.
    Since about three days, when I try to download my Raw Data data, I get this error:

    "The remote server returned an error: (404) Not Found. Please click this button to report the error:"

    My other results (MyOrigins, AncientOrigins etc.) came three days ago, but the raw data is giving an error.
    How is that gonna happen?
    Thank you.

  • #2
    That download is available later.

    I would suggest waiting a week, and contacting FTDNA if your data is still not available for a download.


    Mr. W.

    Comment


    • #3
      Five days passed, there is still no improvement.
      I am sending an e-mail to the customer representatives and there is no reply.
      Someone please help me, when will improvement this raw data issue?

      Comment


      • #4
        Try calling them instead.

        Comment


        • #5
          i have the same problems and it is quite frustrating .....
          english is not my native language so i prefer to send email than to make a call.

          has someone any new information about this problem?

          Comment


          • #6
            I emailed them last night because there's no one to talk to on the phone until Monday. Technically, it's only been 40 hours for me so far and I think they tell you to wait 48 hours because it could take that long to get to it. But this is my 6th FF with them and this error page is different from the one they've had in the past, so I just wanted to be sure it wasn't actually another issue altogether. It does say to report it to them although there is no button you can press.

            In the past, they've sometimes taken a couple days to respond to me via email, but they have responded. So I'm not saying don't contact them that way, just that if you already have, go ahead and call them, especially since they respond a lot faster that way.

            Comment


            • #7
              i don't want to call ftdna, i don't understand english at the phone

              Comment


              • #8
                Well, if they don't respond to you by Monday, try sending another email.

                Comment


                • #9
                  7th day, there is still no improvement.
                  Is there anyone waiting and getting results?

                  Comment


                  • #10
                    8th day, excellent service, really.

                    Comment


                    • #11
                      They responded to my email this morning saying they've reported it to the IT department and I should be able to access the data within the next few days.

                      I've never had any problems reaching someone at FTDNA, either by phone or email.

                      Comment


                      • #12
                        Originally posted by Aniara View Post
                        They responded to my email this morning saying they've reported it to the IT department and I should be able to access the data within the next few days.

                        I've never had any problems reaching someone at FTDNA, either by phone or email.
                        They sent me the same mail.
                        I think this week will be improving. (I hope)

                        Comment


                        • #13
                          They sent me this e-mail

                          Hello,

                          It looks like raw data results are taking a bit longer to process. We are experiencing some delays with Family Finder uploads.

                          Data Assurance has quoted that this should only take about 5 to 10 business days. I do apologize for this disruption in service. If this time frame has elapsed and you still see no change, please get back in touch with me so I can get our IT Department to investigate the issue.

                          Thank you for your patience and have a wonderful day!

                          Best regards,

                          Comment


                          • #14
                            Re: Raw Data Problem

                            I put in a ticket on this issue and this was the reply on the 16th:

                            Thanks for contacting Family Tree DNA. This is currently a known issue that our IT department is working diligently on currently. We apologize for the inconvenience and appreciate your patience as we resolve the issue.

                            Thanks,

                            Chris W.
                            Information Specialist
                            FamilyTreeDNA

                            As of 4-18 the AM, still returning:

                            "The remote server returned an error: (404) Not Found. Please click this button to report the error:"

                            on raw data download.

                            Comment


                            • #15
                              I emailed them this morning to let them know that I'm still receiving the error. They were doing so well too. Technically, results weren't due for the kit until the 23rd.

                              Comment

                              Working...
                              X