Frequently Asked Questions (FAQ's)

I have a subscription to Ancestry.com, and I'm using the direct links on AQ's Pedigree Screen to Ancestry.com databases. All of a sudden, these links no longer get past a login to Ancestry.com, and instead are replaced with invitations to subscribe. How do I correct this?

First, a word of background. This capability was developed as a joint project between Ancestry.com and Incline Software. It was initially introduced in 2001 in a product called "Ancestry Family Tree", which is a licensed version of Ancestral Quest 3.0, licensed to Ancestry.com. Incline Software has a perpetual license to use this jointly developed feature in our products. There is two-way communication here. Ancestral Quest sends information to Ancestry.com, and Ancestry.com responds. We have found that from time to time, Ancestry.com changes the nature of their responses to AQ's queries. Incline Software has no control over the numbers of records and trees you see on the screen, and we have no control over how Ancestry.com shows you such things as login screens and database information.

If you are getting any kind of response from Ancestry.com (like an invitation to subscribe), then your Internet connection is working, and Ancestral Quest is doing its part in making the request. At this point, the problem is with Ancestry.com and its response to the request. You can call Ancestry.com technical support for help with their system. If you tell the technician you are using a feature developed for Ancestry Family Tree (their product), they will hopefully be conversant with the nature of the feature and of the problem, and should be able to help you. If, however, the technician you get would rather point the finger back at Ancestral Quest than help you, you could try the following general response one of our users got from an Ancestry.com representative:

To be able to better access Ancestry.com, you will need to clear your Internet Cache and cookie files. PLEASE NOTE: Deleting your cookie files will require that you manually log in again to regain access to your Ancestry.com account. Instructions for clearing your cache and cookie files follow.

NETSCAPE USERS

  1. Choose Preferences from the Edit menu
  2. In the Category list on the left, click on the plus sign (+) next to Advanced
  3. Select Cache and then click on the Clear Cache button
  4. Click OK in the bottom right corner of the Preferences window
  5. Open the Tools menu and choose Cookie Manager
  6. Choose Manage Stored Cookies from the submenu
  7. Select Remove All Cookies

INTERNET EXPLORER AND AOL USERS
You will first need to determine what version of Windows you have.
Please see the steps below to find your Windows version:
  1. Click on the Start button in the lower left corner of your Windows desktop
  2. Go to your Control Panel by doing one of the following:
    • Click on Control Panel from the Start menu
    • Choose the Settings folder from the Start menu, then click on Control Panel from this Settings folder
  3. Go to your System Properties window by doing one of the below:
    • Double-click on the System icon in the Control Panel window
    • Click on the Performance and Maintenance icon, then click on the System icon
  4. Under the General tab of the System Properties window, locate the System section near the top
The information provided should indicate the operating system (e.g., Microsoft Windows XP Professional, Microsoft Windows 98 Second Edition, etc.). Please now follow the steps described below for your specific Operating System:
WINDOWS 95
  1. Click on the Start button in the lower left corner of your Windows desktop
  2. Select the Settings folder from the Start menu
  3. Choose Control Panel from the Settings folder
  4. In the Control Panel window, double-click on the Internet Options icon
  5. Under the General tab of the Internet Options window, click on Delete Files
  6. Make sure the box for "Delete all offline content" is marked, and click OK
  7. Click the Delete Cookies button, next to the Delete Files button, and click OK
  8. Click OK to close the Internet Options window
WINDOWS 98, 2000, ME
  1. Follow steps 1-4 (above) for WINDOWS 95
  2. Under the General tab of the Internet Options window, click on the Settings button
  3. In the Settings window, click on View Files
  4. Choose Select All from the Edit menu item at the top of the Temporary Internet Files window
  5. Press the Delete key on your keyboard; when prompted, confirm the deletion
WINDOWS XP
  1. Click on the Start button in the lower left corner of your Windows desktop
  2. Select Control Panel from the Start menu
  3. In the Control Panel window, do one of the following:
    • Double-click on the Internet Options icon in the Control Panel window
    • Click on the Network and Internet Connections icon, then click on Internet Options
  4. Follow steps 3-5 (above) for WINDOWS 98, 2000, ME

After you have done the steps listed above, you should be able to properly use the Ancestry.com website.

If there is anything else we can assist you with, please let us know.

Name of Representative Omitted
Customer Solutions
Ancestry.com

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