Hi Jeremy, we were not able to reproduce this. Are you still experiencing this issue? If you are, can you try clearing your cookies and try again? You can clear your Geni cookies by clicking on this link: https://www.geni.com/login/clear_cookies
Yes, I’m still having the problem. I’ve been able to upload pdfs that are less than 1MB, but larger ones don’t work, even if I wait 10 minutes. Jpgs over 2MB are uploading without any trouble.
I tried clearing cookies and it didn’t help. Incidentally, I’ve still been getting the Incapsula screen multiple times a day (but only when browsing on my phone) despite having tried clearing cookies a few times.
Are you trying to upload the file from your phone or desktop?
Does the Incapsula screen appear on a specific page or while doing a specific action? What type of device and browser are you using?
I’m having the problem uploading pdfs regardless of whether I upload from my phone or from my desktop.
The Incapsula screen appears multiple times a day on my phone only, on any page, mostly when I’ve been inactive for more than an hour. When the page tries to load, it will be blank. I’ll have to hit refresh, then the Incapsula screen appears.
My phone is an iPhone SE iOS 26.5 browsing with Safari. My desktop is an iMac macOS Ventura 13.4 browsing on Safari.
Is there a way I could email you the pdfs that I’m trying to upload so you can check if it’s something to do with those files (even though there are at least 3 files of different sizes that won’t upload)?
Yes, please email the files to community@geni.com so we can take a look.
For the Incapsula issue, can you please verify that you are logged into Geni at the time?
If you were logged into Geni, it would be helpful if you can send a message as soon as it happens with the following info:
1. What time (local time is fine) were you prompted with the "I am human" challenge?
2. What were you doing on Geni right before that?
3. Were you working in multiple tabs / windows / apps / devices or just one at a time?
4. After completing the challenge were you right back where you left off, and still logged into Geni?
I confirm I’m logged into Geni when the Incapsula screen appears. It appears on my phone. I have 5 tab groups. I almost always have a tab with Geni open. The tab group that Geni is in has about 70 tabs. The Incapsula screen appears after some amount of inactivity, either when I open Safari back up with Geni being the active tab, or when I make the Geni tab the active one.
The process of facing the Incapsula screen is as follows: The page is initially blank. I click refresh. Incapsula appears. After passing the test, I’m returned to whichever profile page I’d been on.
Here is a log of the times I’ve seen the Incapsula screen over the last 24 hours:
01:46 UTC
05:59 UTC
06:39 UTC
07:30 UTC
07:51 UTC
09:31 UTC
13:10 UTC
15:02 UTC
15:53 UTC
22:31 UTC
Hi Jeremy, thanks for sending the PDF files. We were able to reproduce your issue and have forwarded it to our engineers to investigate further.
As for the Incapsula page, many thanks for your detailed log. Unfortunately, over the weekend our site came under an unusually high volume of automated traffic that put significant strain on our systems. In response, our security protections automatically kicked into a higher gear to keep the site stable and protected. Unfortunately, this caused those protections to apply a bit too broadly, and real users were caught in the middle and asked to verify repeatedly.
Now that the abnormal traffic has subsided, and our security settings have since returned to normal, can you verify if your specific issue is still occurring?