FAQ: I am using a popup blocker or firewall and the Active Searches page does not load properly. What should I do?

Some popup blockers and firewalls can cause the Active Searches page to load improperly. As a result, the Active Searches page will appear incomplete. This explains how you can work around the problem.

The problem

The Active Searches page needs to open new windows in order to conduct the searches for family trees. This is done using JavaScript coding. Some popup blockers and privacy monitors read this code and incorrectly assume it is a popup or a privacy concern.

One popular product that can cause this problem is Norton Internet Security. Other security products might also be causing the problem.

Norton Internet Security

The standard settings for Norton products should allow the Active Searches page to work. Check for any custom settings.

If the Active Searches page still does not work

This might occur if you tried to use the Active Searches page before performing changing your firewall configuration. Temporary and History files need to be cleared out. This describes how to clear out these temporary files.

If you are using AOL

Open the Microsoft Internet Explorer while you are logged on to AOL. You will most likely find the Internet Explorer icon on your desktop. Then follow the instructions for the Microsoft Internet Explorer shown below.

If you are using Microsoft Internet Explorer

  1. Close all browser windows except for one.
  2. Make sure the remaining browser window does not display the Active Searches page.
  3. On the browser toolbar menu, select Tools and then Internet Options.
  4. In the window that appears, under Browsing history, click on the Delete... button. Then click on the button to delete Temporary Internet Files. This might take a long time to delete these files. 
  5. When the temporary Internet files have been deleted, stay in the same window. This time click on the button to delete History. Again, this might take a while to clear history.
  6. After clearing history, delete any cookie that might have been set by the Active Searches page. Click here for instructions on deleting a cookie. A new window will open for deleting the cookie.
  7. Click here to return to the Active Searches page. A new window will open. 

If you are using Firefox

  1. Close all browser windows except for one.
  2. Make sure the remaining browser window does not display the Active Searches page.
  3. Choose Tools from the menu bar, and then click Options.
  4. Click the Privacy category.
  5. Click on the link to clear your recent history. Choose a time period that includes the last time you used the Active Searches page for deleting history.
  6. Delete any cookie that might have been set by the Active Searches page. Click here for instructions on deleting a cookie. A new window will open for deleting the cookie.
  7. Click here to return to the Active Searches page. A new window will open.

If you are using Google Chrome

  1. Close all browser windows except for one.
  2. Make sure the remaining browser window does not display the Active Searches page.
  3. Choose Tools in the right hand corner, and then click Options .
  4. Under Personal Stuff, click on the button the Clear browsing data...
  5. Delete any cookie that might have been set by the Active Searches page. Click here for instructions on deleting a cookie. A new window will open for deleting the cookie.
  6. Click here to return to the Active Searches page. A new window will open.

Return to FAQ Menu