Ancestry

Institution Trouble Shooting Guide

This guide is intended to assist you with any issues you may be having with AncestryInstitution.com.

1. Q. My account is supposed to be IP authenticated but when I try going to

http://www.ancestryinstitution.com, I get a login page. What can I do?
A. Seeing a login page when trying to get to AncestryInstitution.com when you’re supposed to
be automatically logged in by IP authentication typically means that Ancestry.com has the
incorrect IP or IP range in our system for your account. To rectify this issue, please check
with your IT or network personnel to insure you’ve provided us with the correct address(es).
If access was working at one time and all of a sudden isn’t any longer, it’s usually a good
indicator that something has changed on your network (like being assigned new IPs by your
network team or ISP). If you have already verified that Ancestry has the correct IPs and it’s
still not working, it’s possible that there could be a firewall, proxy service or some other
security blockage that’s preventing authentication. You may need to have your IT
department whitelist the URLs/IPs found at the end of this document in all applicable
places. If you were getting a login screen and Ancestry has since added new IPs to your
account, you may need to clear your browser’s cache/cookies to resolve any residual
effects.

2. Q. When I try viewing a record on Ancestry Institution, why am I getting a page that says,
“We're sorry. The page you tried to access is no longer available.”?
A. All Ancestry Institution accounts must have a subscription set up in our system so that the
site knows what records you should have access to. Depending on why your account was set
up in the first place, the length of subscription time can range from 1 month to 5 years.
Getting this particular message on your account could indicate that the subscription on our
system has simply expired.
- If you are a U.S. school getting access through our K12 grant program and you have
reached the end of your grant term, you will need to visit
http://www.ancestryk12.com and re-apply for the grant. You can email
ancestryk12@ancestry.com to get the status of your account. Note that K12 Grant
accounts cannot access records from outside our U.S. collections and trying to do
so will naturally produce this message.

- For all other accounts, you will need to email ancestrylibraryteam@ancestry.com to
get the subscription renewed (if applicable).

Another reason you may be seeing the above message is that there are problems with one
or more pages on the website. If you have verified with us that your subscription is active,
please provide the exact steps you’re taking to get to the error page. This will help us
troubleshoot the problem from our end. Screenshots are helpful.


3. Q. Ancestry Institution looks strange when I visit. All of the images and text are out of place,
no matter what browser I use. What’s wrong?
A. It’s possible that there could be a firewall, proxy service or some other security blockage
that’s preventing the site from showing correctly. You may need to have your IT department
whitelist the URLs/IPs found at the end of this document in all applicable places. If this does
not correct the problem, please see question 4 below.

4. Q. I’m having some other issue with Ancestry Institution. What can I do?
A. Most institutions, schools, businesses, government agencies, etc. have either an internal IT
department or an outsourced IT solution they can turn to for general computer or
networking troubles. If you’re having an issue with a particular website (be it our own or any
others) it’s always a good idea to make sure everything is in order on your end first. This can
include having them make sure things like Java and Flash are installed and operating on your
machines, ensuring JavaScript is enabled on your browser, making sure your operating
system is up-to-date, etc.. If you have checked the basics and are still having trouble with
the site, try a different web browser and/or a different computer to see if you can replicate
the problem under various conditions. If the issue is happening across multiple browsers
(even after clearing cache/cookies) and on different computers, there’s a chance that there
could be an issue with the site or your network configuration. If the issue is only happening
on a single machine or bank of machines, it’s likely an internal issue for your IT people to
work on. If you’ve tried various things already and think there could be site problems, feel
free to email ancestrylibraryteam@ancestry.com (or ancestryk12@ancestry.com depending
on your setup) so we can get involved right away. Please include the following:
a. What browsers you’ve tried and what versions they were
b. What Operating Systems you were on
c. What troubleshooting steps you’ve tried so far
d. Screenshots
e. A description of any error messages you are receiving
This will help us diagnose your problem and arrive at a resolution quicker. If you don’t speak
tech lingo, don’t worry – your IT department is always welcome to email us directly.

5. Q. What are the minimum requirements to use Ancestry Institution?

A. Generally speaking there is no third-party software you need to install on your computers in
order to use Ancestry Institution. Because it is a website on the Internet, you can access it
from almost all modern web browsers without any need for something special. That being
said, there are a few pieces of software and certain browser settings that can affect your
experience.
a. Browser: You’ll definitely want to make sure you have an up-to-date web browser.
Currently we say that we support all current versions of Internet Explorer, Firefox
and Chrome (for PC) and Firefox, Chrome and Safari (for Mac). All of these browsers
are self-updating and come packaged with support for newer technologies like
 HTML5. The more modern your browser is, the quicker it’s going to load pages, etc.
Newer browsers are also less vulnerable to things like cyber-attacks.
i. Note that Ancestry stopped supporting the Internet Explorer 8 browser as of
June 15th. If you are still using this browser version you will want to
seriously consider upgrading to at least IE9 or higher (ideally IE11 if possible)
so you don't encounter any issues while using the site. If you are still using
an operating system like Windows XP, you will need to switch to an
alternate browser listed above in order to continue using the site.
b. Flash: About the only thing on Ancestry Institution that runs flash currently is the
Standard Image Viewer (which we’re in the process of replacing with the new
Interactive Image Viewer). For the moment, it may be a good idea to keep this
browser add-on installed and updated. You can always obtain the latest version of
this add-on from http://www.adobe.com.
c. Java: There are some places on Ancestry Institution that you may need Java to be
installed for. You can always obtain the latest version of Java from
http://www.java.com.
d. JavaScript: Different from Java (above), Ancestry relies heavily on scripted functions
all over our sites. By default, scripts should be turned on in your browser but some
network admins turn them off as a security precaution since some can be malicious.
If this is the case for your computers, we would recommend checking with your
IT/networking teams to see if they can turn on scripts for Ancestry’s sites.
e. Adobe Reader: There may be documents that get posted to Ancestry’s Learning
Center or Knowledge Base that are in PDF format. Keeping your Adobe Reader add-
on installed and updated can allow you to read these files directly in your browser.
You can always obtain the latest version of the add-on from
http://www.adobe.com.
f. Other Items: There are various other programs and settings that can affect your
web browsing experience like having the most up-to-date graphics drivers for your
hardware, having the most recent printer drivers, making sure all essential OS
updates have been downloaded/installed, etc. By and large your IT/networking
teams should be managing these things but if you think there may be a problem
with any one component, please let them know so they can start checking it.
g. Proxy Services: Please be aware that Ancestry does not directly support these and
there are numerous issues that could arise if you have one implemented on your
network. This is especially true if your service is of older design and/or does not
work with JSON coding elements.

URLs and IPs for adding to firewalls, proxy servers, security software, etc.. These must all be
whitelisted in any applicable location. Not that a few of these third party IPs may be floating
addresses.

a1356.g.akamai.net -- 208.38.45.134
adserver.ancestry.com
adserver02.ancestry.com
adserver03.ancestry.com
ancestry.com
ancestrylibrary.112.2o7.net -- 216.52.17.7
ancestrylibrary.com
ancestrylibrary.custhelp.com
ancestrylibrary.proquest.com -- 165.215.200.41
awt.ancestrylibrary.com
boards.ancestrylibrary.com
c.ancestry.com -- 208.38.45.169
c.mfcreative.com -- 23.206.226.175
content.ancestrylibrary.com
id.ancestry.com
imageservice.ancestry.com
img.rootsweb.com -- 128.241.220.114
landing.ancestrylibrary.com
search.ancestry.com
search.ancestrylibrary.com
server.iad.liveperson.net -- 208.89.13.113
service.ancestry.com
switch.atdmt.com -- 65.203.229.44
www.ancestry.com
www.ancestrylibrary.com
trees.ancestry.com
shops.ancestry.com
yui.yahooapis.com -- 206.190.60.139
ajax.googleapis.com -- 74.125.20.95
interactive.ancestrylibrary.com
interactive.ancestryinstitution.com
fpdownload.adobe.com
mediasvc.ancestry.com
mediasvc.ancestrylibrary.com
mediasvc.ancestryinstitution.com
mediasvc.ancestry.co.uk
mediasvc.ancestry.com.au
mediasvc.ancestry.de
mediasvc.ancestry.ca
mediasvc.ancestry.it
mediasvc.ancestry.fr
mediasvc.ancestry.se
qualtrics.com -- 23.206.217.92
code.jquery.com -- 108.161.187.43
 cdn.mxpnl.com -- 23.38.140.18
djy3mzoyzeauo.cloudfront.net -- 54.230.143.125
tags.tiqcdn.com -- 93.184.216.180
archives.ancestry.com

Ancestry IPs:

34.233.239.46

34.231.253.46

35.169.197.94

52.21.49.121