Tree Not Opening

Started by Private User on Wednesday, January 5, 2011

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Private User
1/5/2011 at 8:14 PM

Does anyone have any pearls of wisdom for me? My tree won't open and hasn't for months. I'm most unhappy as I don't think my work will be replacable. I have sent messages to the Help team 3x in several months, received auto-responses that my message was received, but I have not been contacted by Geni. The work is there - I have accessed a specific person's family by their name and the tree link.

Any idea if there's a setting I can change or maybe why Geni won't contact me about fixing it? Do I have to pay for the premium in order for them to pay any attention to me?

1/6/2011 at 12:46 PM

The tree part of geni.com relies on Adobe Flash Player.

Please visit Adobe's site:
http://www.adobe.com/software/flash/about/

This websitewill verify for you if you have flash installed for your browser. Once we rule that out as the culprit then we could talk about other potential reasons it isn't working for you.
--Randy

Private User
1/10/2011 at 10:20 AM

I do keep my Adobe up to date and don't have problems with Flash (I don't think). I perform updates and one was recently done. However, the tree has suddenly begun opening since my 3rd complaint. I am no longer having problems with it. Thanks.

Private User
1/10/2011 at 1:38 PM

Using Internet Explorer? - try Chrome or FireFox.
http://www.google.com/chrome

Update to latest version of Flash?
http://get.adobe.com/flashplayer/

Are you trying to show to many generations at once?
Try this mini-tree: Father, mother and son to see if you are able to view the mini-tree.

http://www.geni.com/family-tree/index/6000000010609106763

If so, go into the tree-view preferences and adjust the number of generations before entering another part of your tree.

Private User
1/10/2011 at 6:21 PM

Thanks Bjurn,
No IE (!!) - Firefox only!
Latest version of Adobe updated mid-last week.
You could be right on the amount of generations - my trees are pretty big. While not able to access my full tree, when I would go to an individual and access their tree, I was able. I also did decrease the amount of generations displayed pretty close to the time my tree began to work again so that could have been the problem.
I found the mini-tree recently. Kind of like that though I do like to be able to access my entire tree at times. I suppose it may retaliate when I am adding ancestors in the middle ages, eh?

Private User
1/10/2011 at 11:48 PM

Displaying a large tree is OK only if you are only going to show what you have.

When "working in the forest" I always use Ancestors=1 and Descendants=1, - i.e. showing only one generation above and below the focus profile.

The tree loads ten times faster and you have a chance to see the whole generation in one view, making it easier to see errors and pending merges.

1/12/2011 at 11:51 AM

Susan,

I'm the engineer who usually fixes the problems when trees return an error -- if you still have the autoresponse emails that you received, would you mind posting the ticket IDs here (e.g. ABC-123456)? [I'm glad the tree is working for you now, but No you do not have to be a Pro member to get help!]

Brox your advice is good but should be unnecessary -- if a tree times out while drawing, we automatically reduce the ancestor and descendant generations and display a specific error message before redrawing the tree with the decreased settings.

Private User
1/15/2011 at 7:26 PM

Mike, I did only receive the auto-response emails each time I posted to the help desk. I am no longer getting them but I am still having trouble getting my trees to open. Sometimes it's fine. Sometimes it takes too long and won't open. I have gone to using the ... oh, I don't know what it's called... the line tree, which is far smaller. Even this is having trouble opening at times, like now. I will close it and try reopening but this does not always work. Thanks for any advise.

1/15/2011 at 8:38 PM

Is it your own tree, or when you focus the tree on someone else? (by the way we usually call that "line tree" the horizontal layout, if I'm understanding you)

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