- 15-Nov-2023
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What do I do if I get an error message or page?
Occasionally, issues may arise with Familyrelatives, but we are dedicated to minimising them. When problems occur, we strive to identify and resolve them promptly, often before they impact your site experience. If you encounter a recurring issue, please report it to our customer support team as most issues can be swiftly resolved.
This can be done through the online contact us form Click Here
For optimal performance and to ensure that Familyrelatives displays correctly on your device it is recommended to keep your web browser up-to-date. While older browser versions might function, the experience may not be optimal. It's recommended to use the latest browser versions for the best user experience. Checking and updating your browser is a simple process; you can find step-by-step guides for various web browsers below for your convenience. .
Google Chrome
Apple Safari
Windows Microsoft Edge
Mozilla Firefox
Session Timeout
Familyrelatives is a secure site and requires Browser cookies to login, purchase subscriptions and search historical records, please make sure your browser cookies are enabled. Please see the Browser settings page for further information.
Should 20 minutes of inactivity lapse Familyrelatives will automatically close or time out your user session.
If you are not logged in then attempting to access a secure page or a post login page will cause a Session Timeout to occur. Therefore login in first which will to activate a new user session.
| ID | Error Code | Description | Solution |
|---|---|---|---|
| 1 | 401 | The error is caused by a lack of authorisation credentials and access to a page is not authorised. Therefore essentially the website is informing the user is not authenticated, i.e. either the username or password in incorrect. | Check if you are logged-in
Clear your browser cache; Attempt to log in again. |
| 2 | 403 | The error appears because the user does not have sufficient permissions to access a page. Normally the 403 response comes after the 401 response when the user is logged in, however is not authorised to access the page. | Clear your browser cache Reload the page Contact Customer Service. |
| 3 | 404 | This error is one of the most common. The page requested cannot be found or does not exist. | Check if URL is correct Reload the page |
| 4 | 500 | The error signifies that the server encountered a problem and couldn’t complete your request. Unfortunately the 500 error can mean a wide ranging of HTTP status code and is a server problem at our end. | Refresh the page Check the service status page |
| 5 | 502 | The error means that there could be a network connectivity issues. | Check your Internet connection Check the service status page |
| 6 | 503 | This error means the service is temporarily unavailable as the server is not currently available. This could signify a planned maintenance or an unplanned error or that the server is very busy. | Reload the page
Check the service status page |
| 7 | 504 | This error means that there is no response from the server and it could be unavailable. | Reload the page Check the service status page |
