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Cannot add new profiles (iphone and android)

Jolanta Vimba-Krievāne

June 24, 2023 07:25

Completed

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I have tried for the last two days to add new profiles to the existing tree, tried click on “edit” symbol or just to view an existing profile in details, but it is not responding at all. It’s the same with both iphone 13 and android tablet. Previously it worked completely fine with both. Viewing and adding new profiles via PC was just fine. Anyone having the same issue??

11 comments

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  Geni Support Team June 26, 2023 21:54

  Hi Jolanta, we are currently investigating an issue on Android mobile devices that causes the page to freeze when adding new profile details in the tree. Is that what is happing on your iPhone as well? 

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  Jolanta Vimba-Krievāne June 27, 2023 07:19

  Hi! I guess that is similar to how I would also describe the issue. My issue is that I cannot even add anything - I can view the tree, but when I try to click on any of the profiles (to view it in more details or to edit or add a new family member (so the + button), the tree does not respond at all. Could it be settings? Because before I was able to add more family members/ and edit/view profiles on both my android tablet and iphone (via Safari). 

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  Geni Support Team June 27, 2023 23:58

  Thanks for the additional details. We're not able to replicate the issue on an iPhone. Are you using the latest version of Safari? Have you tried a different browser on your phone?

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  Jolanta Vimba-Krievāne June 28, 2023 08:14

  Yes, it is the latest version, a completely new upgrade and completely new iphone 13 pro max. I also tried to download other browser (Chrome), but still not able to add anything. Re-starter iphone - still the same. Even logged in and out several times, but still nothing. Could you please help? I am travelling soon in connection with geneology research and I find it convenient if I can update the tree on the spot with my iphone or my android tablet. Now, it does not work with both... 

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  Geni Support Team June 28, 2023 22:19

  Thanks for the additional information. We have forwarded it to our engineers to further investigate the issue and will let you know as soon as we have an update.

  As a work around, you can go to a profile page and add relatives from there. Below the About section, there is the Immediate Family module. Tap "Add Family" to add a new relative to the tree.

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  Job Waterreus June 28, 2023 22:32

  Does changing the zoom level in tree view help?

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  Jolanta Vimba-Krievāne June 29, 2023 12:26

  No, when zooming in, the tree still does not let me add or view or edit. Even the bottom “navigate” hovers over to the zoomed-in section.

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  Geni Support Team June 29, 2023 18:19

  Hi Jolanta, it seems the desktop version of the tree is showing on the iPhone 13 Pro Max instead of the mobile version. We are looking into fixing this and will let you know as soon as there is an update. 

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  Geni Support Team July 14, 2023 21:53

  Hi, we pushed some fixes for the larger mobile screens. Can you please check the tree again and let us know if you still have any issues?

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  Jolanta Vimba-Krievāne July 15, 2023 04:50

  I can view and edit profiles, but the + (add) button is gone..

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  Geni Support Team July 17, 2023 19:09

  That is because you are seeing the mobile version of the tree. You can tap on a node to open the profile panel, then click "Add" to add relatives to the tree.