Affiliate Support

• If you have not updated your IP addresses:
  
  • Obtain the public IP address (or range) from your IT staff or internet service provider. Submit it in the FamilySearch affiliate admin portal at:
    https://www.familysearch.org/en/locations/affiliates/my-locations
  • It may take up to an hour for changes to take effect. Until the IP address is submitted and registered, restricted images will not be accessible. Stop here.

• If you have already updated your IP addresses:
  
  • Have your current list of IP addresses ready, and proceed to the next steps.

• Check the IP address.

1. Pick a computer experiencing issues. Do all of the following steps on that computer.
2. Use the site listed below to find the external IP address of the computer. On the screen capture below, the location of the IP address is circled in red.
3. Compare the IP address on the computer with the list of IP addresses from step 1: "Obtaining IP Addresses."
4. If the IP address is not on the list, skip to step BLANK, "No Test Images Accessible.
5. Obtain a screen capture of the website above that identified the computer's IP address.

• WhatIsMyIpAddress.com

6. Compare the IP address on the computer with the list of IP addresses from step 1: "Obtaining IP Addresses."
7. If the IP address is not on the list, skip to step BLANK, "No Test Images Accessible.
8. Obtain a screen capture of the website above that identified the computer's IP address.

Visit FamilySearch.org and log in with a FamilySearch account that exhibits the issue of failing to access restricted images.

• Use the following images URLs for testing purposes:
  
  • URL 1
  • URL 2
  • URL 3
• Select each URL to view its image or thumbnails.
  

  • If you do not have access to the image, a pop-up indicates where the image can be viewed. If an image should be accessible at an affiliate library, the pop-up will indicate that.

• If you can view all the images, then the IP address is configured correctly.
• If none of them are accessible, see step 7, "No Test Images Accessible," below.
• If only some of the test images are accessible, contact FamilySearch affiliate library support.
  
  • Note: This document may be out of date. Or FamilySearch may be experiencing access problems.

• Record URLs for subsequent steps:
  
  • URL 1
  • URL 2
  • URL 3
• View each of the test records. Each should have a button on top of the image thumbnail.

• Select the button to see a pop-up indicating where the image can be viewed. If an image is accessible at an affiliate library, the pop-up will indicate that.
• To view the images, select the image thumbnails of those accessible at an affiliate library.
  
  • If you can view all the affiliate-accessible images, then the IP address if configured correctly.
  • If none of them are accessible, see step 7, "No Test Images Accessible," below.
  • If only some of the test images are accessible, contact FamilySearch affiliate library support.
    
    • Note: This document may be out of date. Or FamilySearch may be experiencing access problems.

• If some test images are accessible, but some non-test images that should be accessible are not, follow these steps:
  
  • Not all images accessible at a FamilySearch center can be viewed at an affiliate library. If an image is not accessible at an affiliate library, the pop-up will not list affiliate libraries as an option. The system is acting normal. Stop here.
  • Not all images previously accessible will remain accessible forever. If the pop-up does not list affiliate libraries, the system is acting normally. Stop here.
  • If the pop-up indicates affiliate libraries are an option, but the image is not accessible, FamilySearch may be having issues. Proceed to step 7, "No Test Images Accessible."

• Obtain a screen capture of the website from step 2.a that identifies the computers IP address.
• Obtain a current list of IP addresses from your IT staff.
• Obtain a screen capture of the page with pop-up shown when attempting to view an image.
• Copy the URL of that page.
• Send the four items above to the affiliate library support: affiliatelibraries@familysearch.org.