Date
Votes
16 comments
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Geni Support Team Hi Valerie,
Can you please provide more information about your issue? Do you receive an error message? Please let us know what type of device and browser you are using.
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Valerie Cechvala When I click on Tree, I get a blank page with a circle spinning on it. It will continue to spin for hours if I let it. There is nothing I can do on that page. I have to click on the go back arrow to get off that page.
I have an HP desktop and I'm using the Edge browser.
Everything else on the website appears to work. I have been on Geni since 2010 with thousands of relative that I now can't see on the family tree. Please help!! Thank you.
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Job Waterreus Did you try with a different part of the tree?
It could be that the number of generations to show is high or that there is a problem with one or more of the profiles in the part of the tree that won't load.
It may help to give a link to the part of the tree that has the problem.
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Valerie Cechvala Yes, I have tried to see the tree of different people on my family lists - even people that were just online and making changes to their tree. I have been able to see their trees in the past. I can't see anybody's tree. So how could I know if there is a problem with someone's profile? How can I change the number of generations to show in the tree if the page never comes up. It's just a blurry page with a circle spinning on it.
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Job Waterreus If it shows you can use the gear icon to change the number of generations to show
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Job Waterreus 
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Job Waterreus Can you try another browser?
If not you could try to clear your browser cache.
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Job Waterreus You could also try incognito mode if your browser supports that (you will have to logon again in incognito mode)
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Valerie Cechvala How do I get to the gear icon and tree preferences? If it's on the tree page, then I can't see it as my page is a blurry blank page.
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Job Waterreus Yes, it is on that page. So you could try incognito mode or another browser
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Valerie Cechvala I just tried Mozilla Firefox browser and the exact same thing still happens. How do I try incognito mode?
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Job Waterreus In Firefox from the file menu (I'm using a different language so I can't tell you the exact phrase)
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Valerie Cechvala I tried incognito mode and still no family tree
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Job Waterreus Sorry, you will have to wait for someone from Geni to help you further.
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Kathleen Mary Nagle (Jacks) I am having the same issue. No matter what I do tree page wont load so its blank with nothing to click on, it will not load. Please help
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Geni Support Team Hi Kathleen, we pushed a fix for the tree loading issue yesterday. Please try again.
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