FAQs
Enhanced (DjVu) viewer
What’s the difference between the standard and enhanced viewers?
There are two types of viewer available on findmypast.co.uk: the standard and the enhanced.
The standard viewer is the default option and uses Adobe Flash. If Adobe Flash is installed on your computer, you should automatically see images in the standard viewer. If Adobe Flash isn’t installed, you can download it here.
Do I need the enhanced viewer?
Customers using dial-up or slower broadband connections may find images slow to load in the standard viewer. If the images are slow to appear, you should switch to the enhanced (DjVu) viewer, which displays images faster, with little loss of image quality. Find out more.
Is there a different enhanced viewer for Macs?
You will need to download a version specifically for Macs. Download the enhanced viewer for Mac OS X.
Does the enhanced viewer work with Windows 7?
At present the enhanced viewer does not work with Windows 7, but the manufacturer, LizardTech, is working to resolve the problem.
Am I charged for downloading or using the enhanced viewer?
No, the enhanced viewer is free to download and use.
Can I download and use the enhanced viewer at my local library?
You may be able to, but you will probably need to ask permission to download it, or request that the library staff download and install it for you.
Enhanced viewer installation issues
Internet Explorer
If you are using Internet Explorer you may receive a warning message asking if you want to run the DjVu plug-in. Please click ‘Run Active X Control’ and then click ‘Run’ on the new pop up to continue the installation.
IIf you still experience problems, please contact us.
Mozilla Firefox cannot find the plug in
The first time you try to view an image through Mozilla Firefox you may receive a messaging advising that ‘no suitable plugins were found’.
Unfortunately, Mozilla Firefox cannot automatically locate the enhanced viewer. To overcome this please download the enhanced viewer manually.
Nothing happens when I click view
This could be due to a pop-up blocker preventing the image window opening.
You should find that holding the ‘Ctrl’ key whilst you click ‘VIEW’ allows the image window to open.
Blank images
I am receiving blank images. What’s the solution?
Here are some possible solutions:
1) Try uninstalling and reinstalling the enhanced viewer:
- Close your browser
- Go to the desktop and double click on the ‘My Computer’ icon
- Double click on Local disk (C:), double click on the ‘Program Files’ folder, and then look for the ‘Lizardtech’ folder
- Delete the ‘Lizardtech’ folder by right clicking on it and selecting ‘Delete’
- You will be shown the message: ‘Are you sure you want to remove the folder ‘Lizardtech’ and move all its content to the Recycle Bin?’ Click ‘Yes’.
You can now open your browser again.
Next, click this link and select ‘save’ or ‘save as’ (as relevant) to save the setup file to your hard drive.
Once the file has been downloaded make sure you click ‘Open’ or ‘Run’ (as appropriate) to again install the enhanced viewer.
2) Internet security settings (Internet Explorer users)
The problem may be caused by your browser settings. If you are using Internet Explorer, please follow these instructions:
- Open Internet Explorer and select ‘tools’ from the menu list at the top
- Select ‘internet options’ and go to the ‘Advanced’ tab. Now scroll down to ‘enable third-party browser extensions’ option, uncheck the box beside it, and click ‘OK’.
- Finally, close down your browser, restart your computer, and try to view a findmypast.co.uk image again.
3) Security software
The problem may be caused by internet security software, such as McAfee Security Centre or Norton Internet Security. You could try temporarily disabling any security software, closing down your browser, and then attempt to view the image again. If you find that your security software is causing the problem you can re-enable your software and change its settings so findmypast.co.uk is treated as a trusted site. (Please refer to your software manual or online help for instructions on doing this).
4) Try changing your browser
If our other suggestions have failed to resolve the problem, you should try accessing findmypast.co.uk through another browser.
If you are using a browser such as Netscape, the AOL browser or Internet Explorer, we would suggest you try using Mozilla Firefox instead.
Site crashes
Internet Explorer keeps crashing when I try to view images
The problem you are experiencing is probably caused by incompatible browser extensions or add-ons in Internet Explorer.
Are you running Norton security software alongside Internet Explorer? If so, disabling the add-on "Norton Confidential Browser Helper Object" within Internet Explorer should resolve the problem. To do so, please follow these instructions:
- Within Internet Explorer go to Tools>manage add-ons>enable or disable add-ons
- Find Norton Confidential Browser Object
- Select it and beneath ‘Settings’ (near the bottom) check ‘ Disable’
- Click OK
- Close and reopen your browser and try to view and close an image.
Below is a list of other toolbars that can cause crashes or hangs in Internet Explorer. To overcome this problem please disable (following the steps above) or uninstall these add-ons when running Internet Explorer.
- RoboForm Toolbar
- Cooxie Toolbar
- Diodia Download Toolbar 2.4.01
- AskJeeves Toolbar 4.0.1.1
- CitiBank’s Virtual Card Number Generator
- Mojicon Dispenser 1.05
- Logos Toolbar
- Windows Live Toolbar Helper
- Lexmark Toolbar Browser Helper
In some instances, updating to the latest version of a toolbar or extension can resolve the ‘crashing’ problem. Below are a few commonly known problems and where to get the latest updates:
- Google Desktop: Google has fixed an issue that was known to cause IE to crash when opening new tabs. The latest version is available here.
- MSN 1.02 Toolbar: The MSN 1.02 toolbar crashes Internet Explorer. The workaround is to disable the toolbar (using manage add-ons), or uninstall it. You can download the latest version here.
- Microsoft Developer Toolbar: Older versions of the Microsoft Developer Toolbar do not display correctly on systems running Internet Explorer 7 Beta, and can cause hangs. You can download the latest version here.
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