Top tip - using the Genes Reunited community

Welcome to the Genes Reunited community boards!

  • The Genes Reunited community is made up of millions of people with similar interests. Discover your family history and make life long friends along the way.
  • You will find a close knit but welcoming group of keen genealogists all prepared to offer advice and help to new members.
  • And it's not all serious business. The boards are often a place to relax and be entertained by all kinds of subjects.
  • The Genes community will go out of their way to help you, so don’t be shy about asking for help.

Quick Search

Single word search

Gift subscriptions

Genes Reunited gift subscription

Do you know someone interested in discovering their family history?

You can now buy a gift subscription to Genes Reunited so they can research their family tree.

Buy gift or redeem gift


  • New posts
  • No new posts
  • Thread closed
  • Stickied, new posts
  • Stickied, no new posts

A question for the Support Team - error messages

ProfilePosted byOptionsPost Date


GlitterBaby Report 27 Oct 2012 00:19

ErrorSorry. An error has occurredThe page you were trying to load has experienced an error. This error has been logged and will be investigated. Etc, Etc.

I have asked this question before and not got an answer.

BUT just how many times does an error message have to be logged before it is investigated ?


SylviaInCanada Report 27 Oct 2012 00:37

I've had more Error messages in the last week than I have had for 2 months ........

......... it's almost as bad as it ever was :-|


GlitterBaby Report 27 Oct 2012 01:24

Regularly getting the error message when trying to view My Threads

With all the error messages I am surprised they have not been sorted by now.

Which is why I want to know how many times the error message is reported before the team investigate. Is it 10, 50, 100 or 1000 times before something will get done about them.


InspectorGreenPen Report 27 Oct 2012 07:07

I think it is naive to assume that each error message is investigated individually, although it is probable that they are logged in an errors file and subsequently analysed en-masse.

The messages described have been appearing for a number of years now in one form or another and as far as I can tell are not as a result of a particular programming error or bug, but because the servers time out when it takes too long to complete a particular request.

They are most likely related to the volume of data that you are asking the system to process so for example those members with large numbers of thread postings, say 10k or more, will see them regularly when trying to navigate around the boards, whereas those with only a handful of postings, say a few 100's, won't.

And, again, this it little to do with the number of members logged on at any one time but rather the amount of data the system has to process whenever someone tries to do something.

My main issue is with Surname Summary which almost invariable fails when I try to search, filter, or move about from one page to another. This means that I can no longer use SS to search for possible matches to my tree which is a real pain.

Reporting individual instances doesn't help either. GR need to accept and address the wider issue that the database management system and its servers can no longer handle the data volumes expected of it.


SylviaInCanada Report 27 Oct 2012 07:34


I'm very commonly getting the Error message when trying to post a message on a thread ........... sometimes it's above 80%, other times about 50%

and so have a number of other people as well, considering the number of duplicate threads and posts that have been appearing once again!

BUT what GB means is that we have been told by GR that EVERY error message is indeed logged and investigated, just as it says on the Error Message

THAT is what is concerning us ............ they have said it more than once ................. and thus are guilty of lying, if they do not log and investigate every error.



GlitterBaby Report 27 Oct 2012 11:03


I am not naive to think that every single error message is investigated..

Their system must record some info as to when and why the error message occured otherwise what is the point of actually saying they are logged and will be investigated. If the problem gets recorded more than so many times does it actually get investigated.

Really not interested if the problem is down to me having loads of threads or not.

All I want is the team to actually answer direct questions.



RolloTheRed Report 28 Oct 2012 11:12

GRU advertise in their http header that their site is hosted on Microsoft IIS 7.x web server. These error messages are just a backstop issued by the web server - they can be customised by GRU who have obviously chosen not to.

The logs are saved into a file which often has thousands of entries. These logs are seldom read by humans. The web server will issue reports based on the logs and these can be used for performance tuning and bug fixing.

A very common cause of these messages are timeouts. Users with a slow round trip connection are far more likely to suffer from this problem e.g. people using USB over-the-air modems and remote users in Canada, Australia etc.

GRU could fix this problem by increasing the time allowance but if they do this then server capacity goes down and costs go up. There is obviously a balance to be struck. There are no servers other than in the UK.

The advertising is usually served by an ads server not under the control of GRU. In the past the ads have been a major cause of GRU performance problems and even a serious attack of malware (under ITV). This appears no longer to be the case but if you don't like the ads just install an ad blocker.

If you are experiencing a lot of timeouts any fix by GRU is unlikely. Make sure your connection is as good as possible - for GRU a nominal connection speed > 2Mbs and a ping < 140 ms should suffice.

Telstra / BigPond / Oz Govt are of course a law unto themselves when it comes to the internet, intent on imposing a bigger and better version of the Great Red Chinese Firewall.

good luck