If guests are unable to access the Premium websites from a FamilySearch center computer, or if the websites ask for a username and password, use the following instructions.
- Clear cache and cookies in the browser you are using. (See the following related article for help.)
- Ensure that the browser extension is installed in the browser you are using. Look for the extension called: FamilySearch Center Premium Content. For additional help, see the article: How do we use the FamilySearch center premium content browser extension?
- Ensure that the browser extension icon is a green circle:
When you select it, it says: Connected: and the name of the FamilySearch center.
4. If the extension icon is gray, this indicates you are not connected. Check to ensure that your internet connection is working. See the article: Troubleshooting internet connection problems in a family history center.
5. If the extension icon is gray, and the Internet is working for other sites, there would be an issue with the firewall. Please check your firewall configuration. If needed, contact the Global Service Desk (1-855-537-4357) for additional help. A Meraki firewall must be installed and configured correctly in order to access premium websites.
If the problem continues, contact FamilySearch Support.
Note: The Family History Center Portal is for FamilySearch center use. It cannot be used in affiliate libraries.
Related Articles
Family History Center Premium Content Browser Extension
How do I delete all of the cookies and temporary files stored by my internet browser?