This thread was archived. Please ask a new question if you need help.
Have been trying to overcome/identify issues using Ancestry.Com with Firefox
I have been trying to identify ongoing problems using Firefox (78.15.0esr (64bit)) on a Mac (using OS10.11.6) wiht Ancestry.com.
Most of the system works fine , except for their internal mail system and graphics.
When I copied some of the text produced (i.e. graphics) into BBEdit, I was able to isolate and produce a graphics output, so I am stumped.
When I spent hours trying to interact with Ancestry, all they do is to send links to FAQ (the same one form different issues) indicating that their 'Tech Support' is less than basic. they of course indicate that Firefox is the issue, but i don't believe this is the case.
I have used another Mac computer to try to access with no luck (changed settings on Firefox e.g. extensions).
Looking for a way to problem solve etc to rule out issues.
BTW Ancestry recommends the use of Firefox as the browser of choice.
All Replies (3)
This is caused by Ancestry using newrelic to host some files and this server is on a disconnect blocklist used by Firefox ETP and content blocking extensions. You can add an exception to disable ETP for your Ancestry website.
- [/questions/1406281] Ancestry missing DNA matches
If you use extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) that can block content (Adblock Plus, NoScript, DuckDuckGo PE, Disconnect, Ghostery, Privacy Badger, uBlock Origin) always make sure such extensions do not block content.
- make sure your extensions and filters are updated to the latest version
Firefox shows a purple shield instead of a gray shield at the left end of the location/address bar in case Enhanced Tracking Protection is blocking content.
- click the shield icon for more detail and possibly disable the protection
You can check the Web Console for relevant-looking messages about blocked content.
Hello Cor-el, Thanks for the response and the suggestions. I have been systematically trying the various suggestions to overcome the issue(s). However, I have not been able to fix the problem. • I turned off the proxy settings (no difference) • I turned off the IPv6 (no difference) • DNS Prefetching (no difference) • Started Firefox in Troubleshooting mode (Turn off all extensions etc), restarted Program as well as restarted computer following TSM)- (no difference) • Added 'Ancestry.com' to exceptions (no difference) • Performance Settings: Turned off Hardware Acceleration (no difference)
- All changes were made one at a time. - After all changes, Firefox was restarted - When no difference was noted, the computer was also restarted.
For the most part, most all of the Ancestry site works. The only parts I continue to have problems with includes 1) Access to the Ancestry Internal Mail system 2) Access to any graphics via their internal 'Gallery section' (where graphics are stored for each item/person).
The issue appears strange that all other sections work fine, and only these two sections are problematic (I note where you highlight the use 'newrelic to host some files and this server is on a disconnect blocklist used'
Whilst I was able to add the Ancestry.com as an exception (Working through the Shield icon in the URL Bar) I did wonder if there were somewhere else to add Ancestry as an exception (could all be the same for all I know).
I included a pic of what I see after making the changes (yellow bar appears for the messages, not allowing access.
I wonder if I could tell Ancestry that there is the 'newrelic to host some files and this server is on a disconnect blocklist used' aspect. Just thought that I would ask first before just sharing that with Ancestry.
The access to Ancestry technical support appears exceptionally ignorant (and very hard to access), beyond frustrating. So apologies for continuing to seek some support to overcome the issues (of course Ancestry blame everything else).
Your assistance is very much appreciated. Regards Jim
This is caused by Ancestry using newrelic to host some of its files. The newrelic server is on the Disconnect blocklist used by Firefox ETP in strict mode and possibly used by content blocking extensions and this causes the problem. You can add an exception to disable ETP for your Ancestry website via "Settings -> Privacy & Security".