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Ancestry.com genealogy website: Enhanced Image Viewer problems

  • 2 replies
  • 105 have this problem
  • 21 views
  • Last reply by Outspoken1

Holmes8283
Holmes8283
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The Enhanced Image Viewer shows photocopies of original census and other old records etc.

The Viewer freezes up when using Firefox (but works well with Internet Explorer). The scroll bar, hand-grab tool, and all mouse functions lock up. I have to use Task Manager to End Process to get out of the program. The problem has been ongoing for many months if not longer.

Ancestry.com posted on their support forum that this started when Mozilla Firefox updated to the 3.6.x level, and that Mozilla is working on the problem. Ancestry recommends that we uninstall FF 3.6.x and reinstall 3.5.9.

I have FF 3.6.11 and the problem still persists. Does anyone know what progress is being made on this issue? Thank you.

The Enhanced Image Viewer shows photocopies of original census and other old records etc. The Viewer freezes up when using Firefox (but works well with Internet Explorer). The scroll bar, hand-grab tool, and all mouse functions lock up. I have to use Task Manager to End Process to get out of the program. The problem has been ongoing for many months if not longer. Ancestry.com posted on their support forum that this started when Mozilla Firefox updated to the 3.6.x level, and that Mozilla is working on the problem. Ancestry recommends that we uninstall FF 3.6.x and reinstall 3.5.9. I have FF 3.6.11 and the problem still persists. Does anyone know what progress is being made on this issue? Thank you.

Modified by Holmes8283

All Replies (2)

rove_v65
rove_v65
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Ancestry Enhanced Image Viewer

For those still having an issue with the above problem I found this link to be the only solution.

http://www.genealogyreviewsonline.com/genealogy_reviews_online/2008/08/ancestrycom-f-1.html

Within this article click on the link "Ask Ancestry Page" and follow the instructions. I did however discover one hiccup. For those with a 64 bit Windows 7 OS (Operating System) select Program Files (x86) when reading the instructions, How to install the Enhanced Imager (sic) Viewer manually in Firefox 3.x.

Hope this helps.

Outspoken1
Outspoken1
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After doing a manual installation (download the plugin zip file from Ancestry (download here) , drag file into FF plug ins folder, then log into Ancestry.com, open a document to save (for instance, a census - Ancestry will ask to install the plug in. Say yes (even though you have dragged it to the FF plug in folder - this step updates Windows registry - it does not install the plug in correctly).

NOTHING will make the plug in work in Firefox version 4. I have notified both Ancestry and Firefox, but we are low on their list, so I have gone back to Firefox 3.6.16. Or the plug in does work in IE8 (I have not tried IE9 since FF is my primary browser).