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Troubleshooting Issues With Sources for Support

 

I got an error message when attaching a source

These are possible reasons that you get an error message when you try to attach a source:

  • Your browser is out of date.
  • You are using an unsupported browser.
  • You need to clear temporary files, cookies, and cache.
  • McAfee LiveSafe can prevent sources from being attached in Family Tree.

Try these actions to solve the problem:

  • Delete the temporary files, cache, and cookies.
  • Update your browser version, or switch to a different browser to see if the issue persists.
  • Restart your browser.
  • Attach the source again.
  • If you have McAfee LiveSafe installed, please contact the vendor for assistance removing it. (There is no option in this program to disable SSL scanning, which is causing the problem.)

Why is the source title "Title Unavailable"?

Sometimes on the FamilySearch website, the words "Title Unavailable" appear in your Source Box instead of the title of a system source. This is a temporary system error. The part of the system that stores the source titles is currently offline.

It is a display problem only. All of the information about the source is still stored in the FamilySearch system, so you do not have to recreate or reattach any of the sources.

Check back later when the system error has been resolved.

Access to records can change over time as our contracts with record owners change.

If you attach a record as a source in Family Tree, you and other users can continue to access the record from the attached source. However, when you search historical records for the information, you could see only the index or not find the record at all.

A source that I want to attach in Family Tree is attached to someone else

When you review or attach a record to an ancestor, sometimes you see a yellow triangle with an "!" in it. To the left of the triangle is the word "Detach." The icon shows between the 2 columns. The icon means that the record is already attached as a source to another person in Family Tree.

The steps to solve this problem are the same on the FamilySearch website and the Family Tree mobile app.

  1. Click the triangle to see which person profile shows the record as a source.
  2. If the record is attached to the wrong person, do the following:
    •  
      • Click Detach the source.
      • Verify the person is correct and that you want to detach the source.
      • Add an explanation in the Reason to Detach Source box.
      • Click Detach.
  3. If the person has a duplicate Family Tree profile, merge the duplicates.
    1.  
      • ​If the app does not find the possible duplicate, tap the Merge by ID option. Enter the ID of the person to whom the record is currently attached. 
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