Troubleshooting help for the FamilySearch.org website and Family Tree app • FamilySearch

If FamilySearch.org or the Family Tree app are not working properly on your computer or device, clear your cache and cookies. If the Internet browser is the issue, clearing cache and cookies should resolve the issue. The following information may be helpful when resolving other issues.

Issue	Steps to Troubleshoot
Blank screen	If FamilySearch Family Tree information does not appear correctly on your screen, see Why is FamilySearch Blank? for more information.
Browser – Is your browser updated?	Verify that your browser is updated to a supported version. FamilySearch supports the most recent version of a browser and one prior version of Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. You can verify your browser version by visiting www.whatismybrowser.com. See Which internet browsers are compatible? for more information.
Browser – Clear cookies and cached web pages	See How do I delete all the cookies and temporary files stored by my internet browser?
Browser – Security	A browser security extension may time out for security reasons. If you have installed security software that overrides your local computer settings, verify whether any security extensions have timed out.
Browser – Pop-up blockers	A pop-up blocker on your browser can interfere with the functionality of FamilySearch.org. You can set your browser to allow pop-ups from FamilySearch. See How do I keep pop-up blockers from causing issues?
FamilySearch cookies	Your computer may not respond quickly or efficiently. You may notice that data on FamilySearch.org displays poorly or not at all. See How do I delete cookies from FamilySearch?
Internet connection issues	Check your internet connection. Use an ethernet cable to check the function (disconnect and reconnect the internet). Run an internet speed test. See Running an internet speed test for more information. Power cycle the router and modem. Power both devices off for 10 seconds, and then power both devices back on. Do you have a monthly data allowance? Are you over your limit? If none of the above solutions resolve your issue, contact your internet service provider for further assistance.
Mobile device is not syncing	If you make changes on the FamilySearch.org website, changes may appear on the app within a few days. There is a way to force a refresh of the app. See Family Tree app is not syncing on my iOS mobile device or The Family Tree app is not syncing on my Android mobile device for more information.
Printer issues	Power the printer off for 10 seconds, and then power your printer back on. Delete any print jobs remaining in the print queue and try again. Ensure that the print job is sent to the correct printer. Verify that your printer is set as the default printer for your print job. Check your browser pop-up blockers. Allow FamilySearch.org if it is not already allowed.
Tablet issues (iPad, Android, etc.) – FamilySearch is not working correctly	When the tree does not display and the app will not work usually means the device is not syncing with FamilySearch. Power the device off for 10 seconds, and then power the device back on. Remove and reinstall the Family Tree app. Try using an internet browser in place of the app. The device operating system may be out of date. Try using the Family Tree Lite app.